Welcome to the Ro-Quatica Team!
Welcome to Ro-Quatica! We have the unique opportunity to welcome guests as they enter our water attractions and enjoy our rides! We are committed to providing a safe and quality environment in which guests can enjoy incomparable experiences found nowhere else!
As Team-Members of “SEA”, it is extremely imperative that we demonstrate our strong compassion to quality team-work and world-class guest service everyday the park is operating. It is what our guests expect and deserve.
The one thing that makes Ro-Quatica unique is it is a water park! Our park has “safety sensitive” areas. Team-Members have the primary responsibility to provide guest service through positive & friendly interactions in our park!
GUEST SERVICE BASICS
Ro-Quatica guests should be treated like royalty.
Our goal is for every guest to feel 100% delighted with their experience with us. It is the responsibility of every team-member to ensure that we achieve this goal. If you ever encounter a guest whom you are not able to assist or a guest who is upset, remain calm and call for a member of the leadership team to assist the guest.
We use 5 guest basics to serve and celebrate our guests.
1. CHOOSE TO BE NICE
–This is all about tone, attitude and language.
2. ASK A QUESTION
–This is all about the types of questions we should ask our guests.
3. SHARE
–Share the information we want them to know and your own personal recommendations!
4. GO OUT OF YOUR WAY
–Create “WOW”, and delightful moments and handle guest recovery. This is about going out of your way to do something all the time, not just when things go wrong!
5. TELL OUR STORY
–Our guests love to hear our experiences and why we work at Ro-Quatica! Be proud and share your experiences!
There may be times (or multiple times), when our guests encounter a problem or difficulties while in our park. Remember the acronym LAST when working with these guests.
- L – LISTEN
- A – APOLOGIZE
- S – SOLVE
- T – THANK
First be sure to LISTEN to the guest’s explanation of the problem. Sincerely APOLOGIZE to the guest even if the problem did not occur in your area. SOLVE the problem by offering a solution or work with your assistant supervisor to find a solution. THANK the guest for allowing you to assist him/her and for bringing the problem to your attention.
Remember, if you can not solve an irate guest’s difficulty or you don’t understand the problem to solve it, be sure to call for your assistant supervisor to assist you.
Operations Department
The operations department is responsible for all outdoor activities including water activities, play activities, and park cleanliness. Because operations is such a large department, it is broken down into FIVE sub-departments. The operations department consists of over 400+ team-members, including 200+ members of leadership.
- The Guest Relations Department: Guest relations is responsible for making a great first impression for our guests as they enter the gates of our park. The guest relations team is also responsible for the Welcome Center where guests can go to ask questions, or report a problem during their visit.
- The Water Safety Team: Water Safety is responsible for all aspects of safety on all water activities. Water Safety members must be certified in Water Safety Certification as well as First Aid and CPR/AED for lifeguards.
- Food Operations: The Food operations department is responsible for the eateries and culinary-ran stands around the park. This department is highly sensitive with food and serveSafe.
- Security Department: The security department is responsible for all aspects of guest safety in our park. Security is responsible for the safety of the park as well and will defeat any threats that come to our park.
- Park Maintenance Department: Park maintenance is responsible for any-type of attraction malfunctions and having the ability to solve them, resolve down-time and estimated up-time. They are also responsible for keeping our park clean and sanitary.
GROOMING & GENERAL STANDARDS
By keeping up your appearance and grooming, you are contributing to a tremendous part of our overall show.
The way one looks and acts has a direct impact on our guests and their impressions of our park. By paying specific attention to your total appearance, you better convey the image of cleanliness to our guests.
Department Supervisors and above are permitted to wear professional business casual with the Ro-Quatica Supervisor badge t-shirt.
AQUATICS DEPARTMENT
One of the most important parts of your water safety uniform is a hip-pack. All water safety team members will be issued a hip-pack after passing both the Water Safety Certification Course and On-The Job Training. Your hip-pack contains a CPR mask, gauze, and gloves. You may not keep personal belongings in your hip-pack.
You are responsible for wearing your hip-pack every shift and for keeping it stocked and in good condition. Your assistant supervisor will check your hip-pack at the beginning of each shift. Be sure to notify your assistant supervisor if you need to restock your mask, gloves, or gauze.
Your hip pack is a vital piece of aquatic equipment. Failure to have your hip pack on for your shift will result in progressive documentation and may even result in separation from the aquatics department. You must have your hip pack on at all times, at every lifeguard position in the park.
If any department has any question on dress-code, or department policy, please reach out to your leadership team to assist you.
Group: https://www.roblox.com/groups/5931849/Ro-Quatica#!/about
Human Resources: