Candidate: Jason Nieder
Related Goal: Jason Nieder: Improve the communication of information to employees regarding customer service responsibilities
“Working at Concessions” Overview Guide
The “Working at Concessions” document provides an overview of the daily responsibilities of a concessions worker, from clocking in to using the computer system to logging out and printing a final receipt. The goal of this section of the training was to familiarize the staff with their responsibilities will look like on a day-to-day basis. The document is attached above and screenshots provided below.
Concessions + Phone Scenarios
Concessions/Phone Scenarios Doc
The concessions and phone scenarios were created to further demonstrate what the responsibilities of the cashier/concessions staff are. After explaining how to use the system, the employees at the training simulated patrons ordering from concessions while their partner used the computer system to process the order. The phone scenarios were similar: while one partner simulated being a patron with a question, the other referred to the park district website to answer said question. Attached above is a link to the document and below are screenshots of some of the many scenarios.
Cashier/Concessions Training Plan Outline
Cashier/Concessions Training Plan Outline Doc
After all of the materials were created, I created an outline for the flow of the training. I decided to group everyone to introduce them and go over general guidelines first, to hit at the main points before they simulated their work. Then I decided to create two stations: one lead by Andrew Kluge and one by myself to make sure there wasn’t too much waiting around, and so everyone got practice with each part of the job. I then decided to have everyone regather to provide time for any questions and to drive home those important points. Above is a link to the document and below is a screenshot.
Cashier/Concessions Final Training Plan
Then came time to compile all of the materials with the outline, talking points during the initial meeting, the processes for how to operate the computers at each station and what a typical day would look like at each place, and finally those finals points I wanted to hit home with the employees. The trainings went very well with good focus from the trainees and the training ran very smoothly and was well-paced.
Related Meetings:
Task Completed: Yes
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Task Evaluation: