Expert Staff Training to Handle the Memorial Day Rush at Gulf Islands Waterpark

The Problem: Preparing for Peak Season Amidst Operational Challenges

As the Memorial Day weekend approached—an exceptionally busy time to draw large crowds—Gulf Islands Waterpark worried about their operational capabilities to address these upcoming holiday weekends. They reached out to RocketRez, knowing our expertise in the industry, to provide hands-on consulting and training to get their staff ready for the rush.

The People: Committed to Excellence

The team at Gulf Islands Waterpark is composed of seasoned professionals who excel in their respective areas. The park's commitment to operational excellence is evident in its proactive approach to addressing challenges. RocketRez’s point person, Gina Cameron (a 25-year veteran operator in the attractions industry) worked closely with the park's operational leaders, fostering a collaborative environment focused on solutions.

The RocketRez Customer Experience and Development teams backed Gina, providing remote support and staying in constant contact with her to help her solve issues in real time.

The Solution: Rapid Response and Strategic Overhaul

One of the key differences between RocketRez and other companies in the Restech space is the level of customer service provided to partners.

The mission is twofold:

• First, break the cycle of low-touch call center support pervasive in our industry and institute a cooperative, solution-oriented approach to solving our customer’s issues.
• Second, ensure that we are staffed in customer success with seasoned industry veterans with operational experience, who can provide prescriptive knowledge to help customer businesses.

The combination of these two factors makes RocketRez a true strategic partner to our customers.

Upon her arrival, Gina hit the ground running. She methodically set up all EMV devices, ensured scanners were configured correctly, and ensured all hardware was connected and ready for a large rush of visitors. Once the hardware was operation-ready, she gathered the staff to ensure they were prepared with all the best practices she had learned over her years of experience.

Understanding the criticality of the situation with Memorial Day weekend looming, Gina embarked on a rigorous training initiative. She conducted intensive hands-on sessions with the staff, walking them through detailed troubleshooting processes and operational best practices. Her training was not just about fixing immediate issues but empowering the staff with the knowledge and skills to handle peak times efficiently.

To further enhance operational readiness, Gina recommended several key strategies:

1. Structured Training Programs: Establish dedicated training schedules before the season rush, supplemented by easy-to-follow training videos.
2. Hardware Optimization: Standardize hardware use, introduce PIN-based login for quicker access, and ensure proper hardware setups to avoid future issues.
3. Operational Protocols: Implement clear protocols for managing hardware, streamlining admissions processes, and improving communication systems within the park.

The Result: Seamless Operations and Enhanced Customer Satisfaction

Thanks to Gina’s timely intervention and the implementation of her strategic recommendations, Gulf Islands Waterpark was transformed over several days. The staff, once unsure of handling complex situations, became adept at managing high volumes of guests and resolving technical issues independently.

Memorial Day weekend arrived, and the park experienced one of its smoothest operations. Guests flowed through entrances with minimal wait times, staff handled transactions swiftly and confidently, and the overall atmosphere was one of enjoyment and satisfaction.

Conclusion

This case study of Gulf Islands Waterpark and RocketRez shows the powerful impact of timely expert intervention and well-executed training programs in a high-stakes environment. The partnership not only addressed immediate operational challenges but also set the stage for sustained improvement, ensuring that the park continues to deliver exceptional experiences even during the busiest times.

RocketRez’s commitment to providing comprehensive solutions and hands-on support has proven instrumental in transforming challenges into triumphs, making every guest's visit memorable.