Guest Services Policies, Procedures and Stuff you need to know
What s the point? Be a hub of information Provide general services (like wagon rental, lost & found, first aid, etc) Be a meeting spot for separated families
*NEW* Attractions Sproutsville A little town for kids to play in (ice cream shop, market, schoolhouse, post office, vet hospital, barn/silo, tractor garage) Intentionally NOT calling it Tiny Town In the Lil Farmer s Playland area Corn Bin New and improved *GIANT* version!! In the Lil Farmer s Playland area Nursing Mothers/Baby Changing Station COMING SOON In the Lil Farmer s Playland area BY Snack Bar COMING SOON Out in the far end
Campfire Rentals Only in the Barnyard Only in the Fall Party Barn Rentals Scout Groups No longer doing an overnight event but offer a special ticket for them if they want to camp elsewhere and come here Friday night and Saturday Summer Camp trips July & August School Tour Program Tuesday/Wednesday = Hands on Harvest Thursday/Friday = Farm Fun (upper elementary and middle school) Thursday/Friday = Little Farmers (preschool) OBSCURE Info Need more detailed info? You ll find it in a binder in the Guest Services booth!
Rain Policy What happens if it rains??
If the rain dampens your visit If a guest feels like the rain has dampened their visit, we will issue a rain pass for every paid (or comp pass) admission. They must leave the farm immediately. Rain passes never expire and can be used on any day that the farm is open! Who does NOT get a rain pass? Get permission before you give out rain passes. Generally speaking. We do not give refunds. A rain pass is always the first option offered.
Importance of information Don t forget you re assumed to be all-knowing! Do everything you can to get an answer they should never walk away without getting an answer (even if they don t like it ) Be familiar with directions to various activities around the farm, so you can easily tell people how to get around. Be familiar with daily events and know what s happening Find out if anything is closed (so pay attention in the morning meeting)
General Services All those nice things we do for people
Lost & Found POLICY Inexpensive items: inside the glass on the counter Expensive items: under the counter (out of sight) Correctly fill out the Lost form Log items in the Found binder and move Yesterday items to the character shed at the end of the day
First Aid You have the most extensive kit on the property Minor bumps or small scrapes >> Let the guest administer Big bumps, blood, cuts from metal or sharp objects, heat symptoms >> Call your supervisor When in doubt Call for help!
Maze Veterans & Birthdays YOU fill out the form print neatly and complete correctly! Consolidate when you can Birthday vs. Maze Veterans 9/25 Liesl Knauer 28 years old 9/25 Shelly Temple family 17 5 Emily 9/26 Donna & Jack Coleman 20 2 Grace
Wagon Rentals Wagons are $2/hour YOU fill in the form print neatly and complete correctly Use your best judgment with partial hours Unofficial half hour rate Jack Coleman 717-777-7777 23 LK 11:23 $2.00 3:35 $7.00 $9.00 Donna Coleman 717-888-8888 5 LK 12:05 $2.00 2:10 $2.00 $4.00 Missy Hoover 717-444-4444 17 LK 12:33 $2.00 1:15 $0.00 $2.00
Electric Scooters Who can get a scooter out? How do the scooters work? How do I explain the scooter to a guest? How do I check out a scooter? What do I do when a scooter is checked back in? Sensitive Situations Susie Q 717-888-8888 7/23 2 11:05 LK Johnny Doe 717-333-3333 7/23 1 12:25 2:47 LK Needed to be restarted once
Re-Entry Gate Purpose of the re-entry gate Keep the area in your periphery!! Guest should show you SOMETHING when they come in Collect it if you can Keep a tally for others No need to tally re-entry with wristbands Don t be afraid to stop guests who try to waltz right past you!! Your job is to check wristbands!
Tickets & Admission Guest Services is like a mini Ticket Booth where no money is exchanged but you may end up working the Ticket Booth as well!
Admission Booth Bees Bee Welcoming! Bee Vigilant Bee Informative Bee Calm Bee Knowledgeable
Understanding the CCAF Season: Spring Spring Day Pass - $12 Also available for purchase is the Summer Bounce Back Pass ($30) and Season Passes ($60-$200) Only open Saturdays 10pm-5pm PLUS Memorial Day Monday 10am-5pm
Understanding the CCAF Season: Summer Summer Day Pass - $17 Summer Bounce Back Pass - $30 Also available for purchase are Season Passes ($60-$200) Last day to use Bounce Back Passes September 14th Open Tuesday-Friday from 10am- 5pm and Saturdays from 10am- 7pm PLUS Labor Day Monday 10am- 5pm September hours after Labor Day are WEIRD
Last day to use Bounce Back Passes September 14th Understanding the CCAF Season: Fall Fall Weekday Pass - $17 Fall Saturday Pass - $20 Twilight Admission - $15 Also available for purchase are Season Passes ($60-$200) Open Thursday 10am-5pm and Friday-Saturday 10am-10pm PLUS Columbus Day Monday 10am- 5pm Twilight Admission begins at 7pm on Fri/Sat and includes all 50+ activities
Ticket Type Spring Price Summer Price Fall Weekday Price Fall Saturday Price Farm Fun Day Pass $12.00 $17.00 $17.00 $20.00 Shootin Special Day Pass (Farm Fun + $10) Hog Wild Day Pass (Farm Fun + $13) $22.00 $27.00 $27.00 $30.00 $25.00 $30.00 $30.00 $33.00 Twilight Admission n/a n/a $15.00 (Fridays only) $15.00 Summer Bounce Back $30.00 $30.00 n/a n/a Single Season Pass $60.00 $60.00 $60.00 $60.00 Flex Season Pass $70.00 $70.00 $70.00 $70.00 Family Membership $200.00 $200.00 $200.00 $200.00
Extra Fee Admissions Shootin Special Day Pass (regular admission + $10) Includes all 50+ Farm Fun activities PLUS one turn at Apple Blasters (small bucket), Paint Ball Range (75 shots), and Battle Zone Hog Wild Day Pass (regular admission + $13) Includes all 50+ Farm Fun activities PLUS extras in Shootin Special PLUS one turn at Twisted Tail Rope Maker (one jumprope) OR Gem Mining (paydirt bag) PLUS either a souvenir cup OR a kettle corn bucket These are considered to be an admission, NOT an upgrade. Guests can t come back to the ticket booth later in the day to upgrade from the Farm Fun pass to one of these passes.
Bounce Back Passes Unlimited admission from May 26 th -September 14 th of 2018 (includes spring and summer seasons) No black-out dates Includes the option to purchase the Shootin Special perks for $10 on any given visit Can be bought at any time in the season but expires on September 14 th Costs $30/person Not transferable Process includes getting their picture taken at the RR ticket booth. The picture gets emailed to them and becomes the ticket to get back in. ** New** Bounce Back Photo Needed Card for guests that are not here at time of purchase.
Bundle Your Fun Passes No longer doing this
Season Passes Unlimited admission from May 26 th -November 3 rd of 2018 (our entire season) No black-out dates Includes 15% off food and merchandise purchases Includes the Hog Wild perks on first visit AND the option to purchase the Shootin Special perks for $10 on any given visit Can be bought at any time in the season but expires on last day Pricing Single Season Pass - $60 Flex Season Pass - $70 Family Membership - $200 (includes 3 assigned passes and 1 Flex pass) What is a Flex Pass? Process involves us taking their picture, printing it and placing it on a card that gets laminated. The card is their ticket to get back in. Conlan Feeney
Online Tickets Check that ticket is valid for current season If it s Bounce Back: refer to RR ticket booth to have picture taken If it s Season Pass: refer to Ticket Booth to have pictures taken VALIDATE THE TICKET RIGHT AWAY scan the ticket OR search for it Before the guest leaves the booth Rip the ticket up and throw it away A total of online ticket sales will be entered into Square at the end of the night so you don t need to worry about it.
Late Admission Policy *NEW* Guests who arrive less than 1 hour before we close MAY receive a Buy One, Get One free discount on the Farm Fun Pass. We do not advertise or offer this discount Offer the Bounce Back as the first option Call your supervisor for permission to give out Late Admission discount. Make sure the guest is CLEAR when we close, and that they can t do the corn maze. They may not have time for every activity.
Shopper s Pass Policy *NEW* Do NOT offer the Shopper s Pass without your supervisor s permission If you are given permission to do one, have the guest fill out the form and make sure they completely understand that they are not permitted to do ANY activities (manned or unmanned), shows or the petting zoo. Give the hot pink wristband. Put the form IN THE SAFE. When they return, either give them the form to dispose of or rip it up in front of them and throw it away The Shopper s Pass is generally for: People who only want to pick pumpkins A couple who wants to go buy fudge or donuts Some ladies who want to shop in the General Store The Shopper s Pass is NOT for: Families with children People who don t want to pay and are potentially looking for another way in Groups who just got off the train and need something to do for 45 minutes til it returns
Group Discount 20+ people $2 discount off Farm Fun Pass (not Bounce Back, Season Passes, Shoot n Specials, or Hog Wild Passes) Group tickets MUST be pre-purchased online Military Discount Military discount on admission only (any type of admission) Active Members 50% off them and immediate family (living in household) Inactive/Retired Members 50% off themselves only Cannot be applied online Employee Discount Employees can purchase discounted tickets (50% off) online through the employee website. They should print out the tickets and put their name on each ticket.
Complimentary Passes
Charity Comp Admissions Fresh Air Fund: Fresh Air Kids get in free when accompanied by host family. Big Brothers Big Sisters of Lancaster County: Little Brother or Sister gets in free with purchase of ticket by the Big Brother or Sister.
Reciprocal Agreements Sight & Sound Employee and immediate family get in free Dutch Wonderland Employee and one guest get in free Strasburg Rail Road Employee and immediate family get in free Barnstormers Employee and one guest get in free
Upgrading from Comp or Other Prepaid Passes. Often the question of upgrading a comp ticket to the Shootin Special or Hog Wild pass Comp Passes, Season Pass Returns, and Bounce Back Admissions can upgrade to the Shootin Special for $10 and Hog Wild for $15.
Coupons School Tour Special (Free Student with paying adult) Family and Friends ($1 off plus Sweet Corn) Reading Program (free student with paying adult) Entertainment Book (Buy one get one Free) Kids Stuff Book (Buy one, get half off) Savearound Enter in square as comps or other discount and then enter tally on weather page at end of night. *NEW for 2018* CertifiKID (does not get tallied at end of day.) Parade Coupon BOGO on Bounceback. No Sweet Deals this year
Wristband Overview We will continue to alternate between yellow and purple wristbands Regular Day Passes Online Tickets (Spring, Summer, Fall Weekday, Fall Saturday, Twilight) Tickets from the Rail Road Bounce Back Passes (and returning Bounce Back guests) Any Free passes where no money was exchanged Complimentary Passes, Reciprocal Agreements, Employee Family Members Season Pass and Flex Pass Holders Children ages 2 and under (always FREE) Shopper s Pass
Don t forget Weather Ticket Booth enters weather in Square at the end of the day. Online Tickets Ticket Booth enters online tickets in Square at the end of the day. Don t forget that if additional online tickets come through re-entry gate after Ticket Booth closes, you ll need to validate AND add to Square Countback Forms Tally attendance, Bouncebacks, Feed Cups sold and record on Countback Form. For Total Attendance count: include Tickets, Bounce Back, Season Pass, Field Trip categories Don t forget to subtract any UPGRADES from the total number For Bounce Back Yesteryear count: ONLY include Bounce Back Passes sold on the property today
New for 2018 Party Packages & Will Call for Rentals.
Party Packages Party Barn Rentals are now split into 2 or 3 time slots. Weekdays: 10:30am - 1:00pm 2:00pm 4:30pm Summer Saturdays: 10:30am 2:00pm 3:00pm 6:30pm Fall Saturdays: 10:30am 1:30pm 2:30pm - 5:30pm 6:30pm - 9:30pm
Rentals/Groups check in & Field Trip Information See your packet
New Square Register for Tickets Still trialing Some pros and cons Practice if you want
Questions? Comments? Concerns?