1. UNIT 1
1.1. 6 Service Units
1.1.1. Operations
1.1.2. Food & Beverage
1.1.3. Retail Operation
1.1.4. Engineering & Maintenance
1.1.5. Education & Research
1.1.6. Sales & Marketing (Creative Events Entertainment)
1.1.7. Human Resource (HR) & Administrative
1.1.8. Finance
1.2. Shift Reports / "Incident Report"
1.3. Types of shift operations
1.3.1. Pre-shift : A new work shift, Conduct short briefing with the team
1.3.2. Post-shift : Refers to staff who works on a later shift
1.4. Maintaining Work place cleanliness & presentation standards .
1.4.1. Maintaining Work place cleanliness & presentation standards .
2. UNIT 6
2.1. Professional image of an attraction host & Role , Responsibilities of an attraction Host
2.1.1. Excellent Communicator
2.1.2. Efficiency in Languages
2.1.3. Friendly,Polite & outgoing personality
2.1.4. Good interpersonal Skill
2.1.5. Good Team player
2.1.6. Good at making decisions
2.1.7. Strong Background knowledge of the attraction
2.1.8. Good Public Speaking skills
2.1.9. Excellent Physical and mental Condition
2.2. Consideration to conduct hosting in the Open Closed attraction Venue
2.2.1. Distractions
2.2.2. Volume
2.2.3. Space
2.2.4. Weather Condition
2.2.5. Group Size
2.3. Outline Information to be communicated to visitors
2.3.1. Tour Programme "Schedule & Route"
2.3.2. Health & Safety Guidelines
2.3.3. Group Movement procedures "Gathering Points & separation procedures"
2.3.4. Unforeseen Circumstances
2.3.5. Cultural & environmental consideration
2.4. Importance of showing appreciation to visitors
2.4.1. Ways to show the appreciation
2.4.1.1. souvenir / Gift
2.4.1.2. Say a sincere "THANK YOU"
2.4.1.3. Send Email / Letter customised for the visitor
3. UNIT 7
3.1. Consideration for selecting tour commentary scripts
3.1.1. Tour Programme & theme
3.1.2. Visit Historical sites
3.1.3. Relive the live of the famous
3.1.4. Experience something unique & exclusive
3.1.5. To be treated like a VIP for a day
3.1.6. To feel special by taking a role
3.2. Techniques for delivering Commentaries
3.2.1. Story Telling
3.2.2. Ending of the story
3.2.3. Incorporating & QNA
3.2.4. Bringing a Place to Life
3.2.5. Usage of Humour & Anecdotes
3.3. Ways to sustain group interest
3.3.1. Encourage all to participate
3.3.2. Establish Rapport & Cohesiveness
3.3.3. Responding to Questions and Feedback
3.3.4. Maintain Cultural Sensitivity
4. UNIT 8
4.1. Various Type of distressed visitors
4.1.1. Distress Children
4.1.2. Distressed Families
4.1.3. Distressed Elderly
4.1.4. Distressed Disable Elderly
4.2. Information to be documented in the incident report
4.2.1. Cause & Description of what the incident about
4.2.2. DATE , TIME & LOCATION OF THE INCIDENT
4.2.3. Name(s) of visitor(s) involved
4.2.4. Solution offered to settle the problem
4.2.5. Name(s) of staffs - on - duty who assisted the case
4.2.6. Status of the case if its open / closed
4.2.7. Call for a follow-up
4.2.7.1. If staff didn't follow to Hospital
4.3. General Procedure for handling emergencies
4.3.1. Safe & fast removal of all people from premises
4.4. Tools & Equipment for assisting with the fire emergencies
4.4.1. Three Types of fire-fighting equipment
4.4.1.1. Evacuation plans and exits
4.4.1.2. Fire Blanket
4.4.1.3. Fire extinguishers
4.4.1.4. Hose reel
4.5. Importance of First Aid Kit
4.5.1. First Aid Kit
4.5.1.1. A collection of
4.5.1.1.1. Medical
4.6. Medical Condition that Require first aid
4.6.1. Breathing Difficulty
4.6.2. Heatstroke
4.6.3. Fainting [ disorder of Consciousness ]
4.6.4. Cuts and abrasions
4.7. Type and Used of basic supplies found in a first-aid kit
4.7.1. Dressings
4.7.1.1. Eye Pad
4.7.1.2. Gauze Pad
4.7.1.3. Burn dressing
4.7.1.4. Petrolem gauze
4.7.1.5. Gauze Roller Bandage
4.7.1.6. Elastic Bandage
4.7.1.7. Triangular Bandage
4.7.1.8. Butterfly Bandage
4.7.1.9. Band-aids (plasters)
4.7.2. Equipment
4.7.2.1. Hypoallergenic adhesive tape
4.7.2.2. Trauma shears
4.7.2.3. Tweezers / Scissors / safety pin
4.7.2.4. Irrigation syringe
4.7.2.5. Disposable gloves
4.7.2.6. CPR mask
4.7.2.7. Eye Cups
4.7.2.8. chemical cold packs
4.7.2.9. Antiseptic hand wipes
4.7.2.10. Splints
4.7.2.11. Thermometer
4.7.2.12. Sterile Saline
4.7.2.13. Gloves
5. UNIT 2
5.1. Ticketing & Reservation MODE
5.1.1. Face To Face
5.1.2. Phone
5.1.3. Online
5.2. Types of attraction packages & Benefits
5.2.1. Combo Plans : wider choice & values for money
5.2.2. Membership & Loyalty Programme : structured programme done by marketing dpt
5.3. Identify Packages to Visitors
5.3.1. Identify their appearance
5.3.2. Dressing
5.3.3. People and things they carry
5.4. EPOS System
5.4.1. Is a CASH REGISTER / COMPUTERIZED CHECKOUT
5.4.2. Transaction can be made by Cash / Credit
5.5. Importance of CASH FLOAT
5.5.1. Initial amount of money is for cashier to start for the day .
5.5.2. Check , count and sign to verified the amt if correct as stated in the slip . if not tell the officer.
5.6. PAYMENT MODES OF
5.6.1. CASH
5.6.1.1. Using psychical money to be paid
5.6.1.1.1. Caution : Check for counterfeit bill
5.6.2. Non-Cash
5.6.2.1. Discount Cards
5.6.2.1.1. Special customers / Regular customers
5.6.2.2. Discount Coupons
5.6.2.2.1. Only Valid for 1 use and 1 time
5.6.2.3. Staff Discount
5.6.2.3.1. Only for working staff thru their Employee ID
5.6.3. Vouchers
5.6.3.1. Gift Vouchers
5.6.3.1.1. Fixed amt of : 5,10,20,50 or 100
5.6.3.2. Promotional Vouchers
5.6.3.2.1. Dollar or % discount made applicable during promotion
5.6.3.3. Redemption Vouchers
5.6.3.3.1. Non-cash Payment / only to exchange w for item
6. UNIT 3
6.1. Importance of engaging with customers
6.1.1. Create Desire
6.1.2. Build Loyalty
6.1.3. Build Business
6.2. Ways that can cultivate visitors with 3 basic emotion
6.2.1. Anticipation
6.2.2. Trust
6.2.3. Joy
6.3. Create Memorable Moment for Visitors
6.3.1. Improving guest experience
6.3.2. Create more magical gathering
6.3.3. Customizing each experience
6.3.3.1. personlizing the experience
6.4. Meet & Greet services for different type of visitors
6.4.1. Walk-ins
6.4.2. Visitors w Special Needs
6.4.2.1. Adults w inft & young children
6.4.2.2. Pregnant Woman
6.4.2.3. People with disabilities
6.4.2.4. Elderly Seniors
6.4.3. Very Important Persons (VIP)
6.5. Role of Visitor Information Center (VIC)
6.5.1. A place where visitors goes to as for any enquires
6.6. Types of amenities Available
6.6.1. Baby Stroller
6.6.2. Wheelchair Rentals
6.6.3. Locker Rental
6.6.4. Umbrella Rental
6.7. Guideline of the organization
6.7.1. liablites as a result of accident cause due to misuse
6.7.2. Equipment replacement costs due to damage of item
6.7.3. ALL STAFF & Volunteer Guidelines
6.7.3.1. state clearly how to use rented equipment
6.7.3.2. Demonstrate on how to use the equipment
6.7.3.3. Help organization to increase the lifespan of the equipments
6.7.4. SOP'S Of LOST & FOUND ITEM
6.7.4.1. 1. Item Description
6.7.4.2. 2. Record the procedure
6.7.4.3. 3. Keep the found item
6.7.4.4. 4. Returning the lost item
6.7.4.5. 5. Handling the lost Item
6.7.5. SOP'S of Lost / found Person
6.7.5.1. Display your professionalism
6.7.5.2. Speak slowly & calmly
6.7.5.3. Explain your next step of action
6.7.5.4. Show that you are confident & able to engage all the staff's assistance
7. UNIT 4
7.1. Main Roles of staff operating rides
7.1.1. Collecting or scanning of tickets before admission to rides
7.1.2. Check & remind the guests on their suitability to take ride
7.1.3. Safety Briefing
7.1.4. Assist Visitors with safety belt before & after
7.1.5. Give Regular Announcement
7.1.6. Check equipment and operating ride safely
7.2. Factors that determine guests suitability for the riders
7.2.1. Height
7.2.2. Weight
7.2.3. Any Medical Condition
7.2.4. provision for physically disable guest on the ride
7.3. Ways to assist visitors with special needs for riders
7.3.1. Setting portable ramps
7.3.2. Staff to station at alighting point
7.3.3. Provision of handrail
8. UNIT 5
8.1. Importance of Crowd Control
8.1.1. Safety of persons
8.1.2. Security of property
8.1.3. TO PREVENT DISORDER
8.2. Equipment used for Crowd Control
8.2.1. Queue Poles & Directional Signages
8.2.2. Communication Equipment
8.2.2.1. Walkie-Talkie
8.2.2.2. Etiquette ON USING
8.2.2.2.1. Be Professional
8.2.2.2.2. Use Common Language
8.2.2.2.3. Speak Clearly
8.2.2.2.4. Its a communication Tool Not a TOY
8.2.2.2.5. Its used for internal use
8.2.2.2.6. If others are talking Do Not Interrupt
8.3. Safety & Guidelines of the attraction venue & importance
8.3.1. Maximum Capacity
8.3.2. Queue Length " MUST BE CLOSLY MONITORED"
8.4. Inappropriate Crowd behaviour
8.4.1. Queue Jumping
8.4.1.1. Cutting Queue
8.4.2. Over-crowding
8.4.2.1. Lack of personal Space
8.4.3. Crowd restlessness
8.4.3.1. Easily Agitated & edgy
8.4.4. Assault
8.4.4.1. Attacked verbally or physically
8.4.5. Theft
8.4.5.1. Create opportunity for such act
8.5. Consequences on the organization image if Service Breakdown is NOT HANDLED WELL
8.5.1. Negative publicity
8.5.2. Loss of Loyalty
8.5.3. Reduced credibility of the company's product and services