1. Customer Service Keys  Look your best – You are the face of Double JJ –Shirts pressed and presentable proper uniform –Hair neat, pulled back or styled appropriately –Face & breath appropriate make up (ladies: if you wear it) Shaving - gentlemen

2. Customer Service Keys  Confidence –Smile: they’re on vacation –Facial expressions –Body Language –Manners on the resort, even if you are clocked out –Internal comments

3. Customer Service Keys  Ready with information –Current What’s Up –Be current with website –Communicate any changes to your Supervisors Also post in Black book Read the black book and come prepared to the floor P.O.D. meeting with previous shift to communicate issues.

4. Customer Service Keys  Resort Facts: –70 th Anniversary in 2007 –Owners are: Bob & Joan Lipsitz and Wally Wojack Former name : Jack & Jill Ranch – Adults only Old pictures in Shooters Golf Course added in 1993 Championship golf course – Arthur Hills, Engineer Back 40 added for families in 1998 Sundance added in 1996 Thoroughbred Suites completed in 2006 Gold Rush Water Park opened 2006

5. Customer Service Keys  Gold Rush Water Park –60,000 sq. ft. of interactive fun –Prices range from $19 to $34 –Towels Provided –Life preservers for rent $5 plus $5 deposit = $10 –Lockers for rent $4 plus $6 deposit = $10 –15 lifeguards on duty during any shift –Indoor Outdoor Family Hot Tub, Adults only Hot Tub –Toddler play area –Zero depth pool –Wave pool –Lazy/Crazy River –Activity Pool –4 slides: Miners’ Plunge Stallion Falls Thunder Canyon Rustler’s Gulch

6. Customer Service Keys JJ Frontier: Locate these places on the map Thoroughbred Golf Course Sundance Restaurant Can you help the guest find their room? L218, T117, TS312, H25, H16-2 Gold Rush Meeting Rooms Miner’s GulpFeed StoreSpaghetti Western Loft HotelThoroughbred Suites Homestead Condos Watering Hole Shuttle Pick upPosse RoomMaverick RoomLoft Ice Machine Carpenter LakePro ShopPecos Pete RoomWyatt Room Staff ParkingSmoking AreasT-Suite Parking

7. Customer Service Keys  Throroughbred Golf Course

8. Customer Service Keys Ranch Locate these areas on the map Wagon Wheel Rodeo Arena, days & times Trading Post Lazy LCalico TownHitching PostRanch Pool & Spa Silver DollarWildcat BeachRanch BarnRifle Range Archery RangeChuck WagonChalkboardTower WashtubTriple CirclePine ConePow Wow VolleyballRow boats & OarsRowdy Dow – Poke-A-Long Path Shuttle Pick Up

9. Customer Service Keys  Equestrian Facts:

10. Customer Service Keys Back 40 Locate these areas on the map Back 40 BarnTown HallShooters Membership Services Toll BoothDog YardRV Park Swimming HoleCabinsTrail RidesCorrals ArcheryKids ExclusiveDay careCactus Jack’s Dance HallIce Cream ParlourPetting FarmStunt Show Day Passes sold where? Pony RidesChanging roomsBrother Bob’s Comfort House

11. Customer Service Keys  Chain of Command in Front Office –Rooms Division Manager –Front Office Manager –Manager On Duty for office –Shift Leaders – Front Office II –Front Office I – Clerks –Trainees – Paid on the job training

12. Customer Service Keys  Chain of Command on Resort –Joan & Bob Lipsitz –Chris Hart –Department Head –Manager –Shift Leaders/Supervisors

13. Customer Service Keys  RDP Check In Script –Greeting: Welcome to the Double JJ, have you stayed here before?  RDP Check Out Script –How was your stay?

14. Customer Service Keys  Abacus Retail

15. Customer Service Keys  Switchboard  Radio –Codes –Etiquette

16. Customer Service Keys  What’s Up  Information Index

17. Customer Service Keys  Lodging Packages

18. Customer Service Keys  Reservations  Room types and descriptions

19. Customer Service Keys  Office Procedures –Check lists –Cash balancing –Credit card balancing –Log sheets –BEO – Banquet Event Order