THE GUIDE POINTS SYSTEM
as they might otherwise, the person who takes on that role will miss out on a percentage of tips for the day. So, in recognition of that willingness to serve, the volunteer earns points for the day. In the case of the Guide of the Day recognition, at the daily close of oper- ations, the team individually and con- fidentially nominates one of the team members who, in their opinion, hustled, worked hard, had a great attitude, or otherwise exemplified the ethos and
customer service our program values. The team member who is voted as Guide of the Day receives points. This in turn incentivizes more of the behavior our company values. Individual and team. The Guide Points System allows guides to accrue points in two categories: individual and team. Team points are awarded to the entire team for things like a five-star review online, positive customer feedback through email or social media, a monthly guest count that exceeds the average, or set time periods with no near misses or incidents. Team points can be redeemed for things like candy for the crew, feed the team on taco day, or pizza and drinks for lunch. These rewards benefit the entire team rather than individual team members. Individual points are earned in myriad ways, including kudos, Guide of the Day/Week/Month recognition, picking up unscheduled shifts, getting a perfect score on a secret shop, returning sea- sonally, and more. Individual points ac- crue until a staff member cashes them in, and can be redeemed for paid days or weeks off, wholesale gear and equip - ment through our various pro-deal manufacturer relationships, or even a cash bonus at the end of the season. Tweaks and changes. The program has been refined over time to address issues of fairness among staff or cost to the company. For example, in the case of banking points toward a cash bonus, we found the need to adjust the points- to-dollar ratio in order to make the option fiscally viable with a large staff but still generous enough to honor the hard work and dedication the staff had invested to receive it. Ultimately, the Guide Points System helps us create the culture we are looking for and improves employee satisfaction, thus improving retention— which is the best return on investment we could ask for.
for the day, executing an intervention, and volunteering to come in early.
Why do we ascribe point values to these various jobs? In the case of the course manager or lead guide, we only need one person to fill each of those roles on any given day, but we may have multiple staff qualified to serve in those roles. And because those jobs often keep a person from guiding as much
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For more information on the Guide Points System, including a written plan, go to adventureparkinsider.com/challenge- course-pro-tips.
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