The Challenge
Amusement parks depend on seasonal teams to create memorable guest experiences. With high turnover, weather disruptions, and rotating kiosk locations, maintaining consistent behaviors—greeting, upselling, thanking—is tough across multiple parks.
The Objective
Partner with Confero to:
-
Motivate employees to follow three core service behaviors (greet, upsell, thank).
-
Reinforce the right actions with real-time recognition & rewards.
-
Support training for seasonal hires across many locations.
-
Build for operational realities (weather closures, kiosk moves, after-hours comms).
Our Approach
Confero and park leadership built a flexible, scalable program:
-
Consultation & Program Design: Surveys, prize structures, communications.
-
Operational Adaptability: Scheduling tools to handle weather and kiosk relocation; system flags for shifting spots.
-
On-the-Spot Rewards: Mystery shoppers recognized employees immediately for correct greeting, upsell, and thank-you.
-
Supportive Communication: Direct line for after-hours shopper support during park visits.
-
Long-Term Partnership: Program evolved over 10+ years with growing shop volume and a sharper focus on upselling.
The Results
-
Baseline (2007): ~26% of employees consistently delivered the 3 behaviors.
-
Year-over-Year Lift: Training + immediate recognition increased scores as shop volume expanded.
-
Peak Performance:
-
2016: 76% success on greet + upsell + thank-you.
-
2017: 80% success with 1,700+ shops focused on upselling.
-
2019: 86.4% chain-wide success—sustained improvement across locations.
-
The Success
The chain turned a seasonal challenge into a repeatable advantage. Real-time recognition plus long-term measurement improved employee performance, raised upselling rates, and elevated guest experiences across U.S. and Canadian parks.
Key Takeaway
With flexible design and proven tools, Confero motivates seasonal teams at scale—reinforcing training, driving measurable improvement, and protecting brand experience.
Could Confero’s spot incentives help train your employees?
