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CASHIER TRAININGDay 2: Launch Culture & Guest Experience
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Slide 1 / 14
DAY 2 CASHIER TRAINING
Launch Culture
& Guest Experience
Today builds on Day 1 by focusing on how we represent Launch during every guest interaction.
✓Vision & Values
✓Professional Appearance
✓Guest Service
✓Wristbands
✓Cash Handling
✓Guest Recovery
Slide 1 Narration
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Vision
Create AWESOME Memories

Families choose Launch for experiences they can enjoy together and remember after they leave. As a cashier, your attitude, clarity, and helpfulness shape the story they take home.

Every guest leaves with a story. Your job is to help make it a great one.
Slide 2 Narration
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Guests playing arcade basketball
Arcade Moments
Guest jumping on trampoline
Big Energy
Launch Culture
Our Core
Values

These seven values define how we treat guests, support teammates, and create awesome memories every day.

✓Commitment
✓Safety
✓Transparency
✓Fulfillment
✓Teamwork
✓Development
✓Growth
Vision Statement: To Create Awesome Memories
Slide 3 Narration
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Launch Core Values Poster
Launch team members smiling in the arcade
Launch Life
Living the Launch
Life

Launch Life is not just a shirt or slogan. It is how we choose to interact with guests and teammates during every shift.

✓Greet guests quickly
✓Stay positive when busy
✓Help teammates
✓Take ownership
✓Be proactive
✓Create awesome memories
Great team members notice small issues before they become big problems.
Slide 4 Narration
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Launch team member serving a guest
Appearance
Professional Guest
Readiness

Professional appearance is more than clothing. It is how prepared, focused, and guest-ready you look from the moment someone approaches the front end.

✓Approved Launch uniform
✓Clean, neat appearance
✓Eye contact
✓Positive body language
✓Focused on the guest
✓Ready to assist
Every interaction begins before the first word is spoken.
Professionalism Violations: personal cell phones visible or in use, smart watches used for texting or personal communication, earbuds or headphones of any kind, eating in guest-facing areas, chewing gum while working, or ignoring guests to talk with coworkers.
Slide 5 Narration
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Every Park Is Different
VR Arena
Bowling
Battle Beam
Laser Tag
Product Knowledge
Know Your Park

Every Launch location is unique. Guests rely on you to understand the experiences available at your location.

✓ Admission Options
✓ Attractions & Experiences
✓ Current Promotions
✓ Party & Group Offerings
✓ Food & Beverage Options
✓ Park Layout & Policies
Guests do not expect you to know every answer immediately. They do expect you to know where to find the answer.
Ask better questions. Learn what guests are trying to do before recommending an option.
Use local resources. Review your park's menu boards, promotions, attraction list, and manager updates.
Slide 6 Narration
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Every Guest Is Different
Busy Launch check-in area with guests and front end team
Guest Experience
Read the Guest

Day 1 taught the required greeting. Day 2 is about using the guest's answer to understand what they need next.

1First-Time Guest

Needs information, confidence, simple options, and clear next steps.

2Returning Guest

Needs efficiency, relevant updates, promotions, and new offerings.

3Celebrating Guest

Needs energy, recognition, excitement, and a memorable moment.

4Uncertain Guest

Needs patience, reassurance, clear explanations, and step-by-step guidance.

Great cashiers do not repeat the same conversation every time. They listen, observe, and adapt.
Slide 7 Narration
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Wristbands

Why Wristbands Matter

Check-In Control
Example Wristband Rotation
Every wristband
has a purpose
✓

Confirms Waiver Checked & Valid

Wristbands confirm that a guest’s waiver has been reviewed and is valid.

◷

Identifies Session End Time

Wristband colors help the team quickly identify a guest’s session end time.

👥

Required For Every Guest

Every guest entering the PARK must have the appropriate wristband.

★

Important

Actual colors and end times vary by park. Always follow your park’s current wristband schedule.

Example Rotation

Black10:30 AM
Orange10:45 AM
Blue11:30 AM
Yellow12:15 PM
Green12:45 PM
Slide 8 Narration
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Process

Applying Wristbands Correctly

Procedure
Cashier applying a wristband to a guest
Never hand wristbands to guests and allow them to walk away with them.
Prevents
sharing
Reduces
litter
Ensures
proper fit
Confirms
check-in

Four Critical Rules

1

Verify End Time
Confirm the guest's activity end time.

2

Match Color
Select the correct wristband color.

3

Cashier Applies It
Apply it before the guest leaves the counter.

4

Proper Fit
Leave about ½ inch of comfort space.

Special Situations

Guests with sensory sensitivities, special needs, or an aversion to physical contact may require an alternate approach.

Even then, the wristband should still be secured and verified at the counter.

Cash Handling Basics training slide
Payment Issues and Guest Disputes
Handling Difficult Guests training slide
Day 2 Success Checklist training slide
Day 2 Next Steps training slide

Narration Script