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WIA Staff Training Fall 2023 Flashcards | StudBud
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WIA Staff Training Fall 2023
WIA Staff Training Fall 2023
25 terms
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Flashcards
25 cards
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Practice quiz
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Host live
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Questions
25
Answers
1
It is 7:00 on Saturday morning, Learn to Skate and Learn to Play are on the ice, what is the proper presentation?
Option 1
Option 2
2
What is the recommended approach to handling customer complaints or concerns?
Laugh at their complaints
Ignore them
Ask them to leave immediately
Listen to their concerns, empathize, find a solution. Call for your MOD.
3
After that, what is the next step?
Continue skating and assume they're okay
Call emergency services if necessary, fill out incident report
Nothing, mission complete
Diagnose the customer's injury
4
What should you do AFTER grabbing a radio to start your shift?
Walk around for 15 minutes
Check in with your MOD
Stand by the time clock and wait for an MOD
Walk into the office and tell everyone about your day
5
When a guest comes into the lobby, how should you greet them?
Look at your phone
Greet them with a smile and a quick "hello! welcome in", for example
Nothing, they're not important
Stare at them
6
While skate guarding, a guest falls on the ice, what is the correct action plan?
Nothing, guests are told not to fall when skating
Skate over, analyze the situation, and offer help/get an MOD
Continue to skate around and hope they get up on their own
Make another guest help them
7
Why do customers have to wear a wristband?
All of the Above
Different colors define specific sessions
To track sales vs. wristband distribution
It contains our waiver
8
The following groups are eligible for validation
All of the Above
For special events
In-house programming
High School/Contract Ice users
9
What is the primary objective of providing excellent customer service at the ice arena?
To ensure visitors have a safe and enjoyable experience
To make the ice look nice
To win an employee of the month award
To have a monopoly on the Greater Boston ice arena industry
10
Earbuds, Airpods, or Headphones are acceptable while on your shift
False
True
11
What is the correct greeting when answering the phone?
Thank you for calling Warrior Ice Arena, this is [name} how can I help you?
Sup
Warrior Ice Barn, how can I melt your problems away?
Brighton frozen fortress, what adventure can I assist you with today?
12
The Facility Manager's Name
Marissa Trott
Jack Uhll
Matt Cappucci
Sasha Lanser
13
The office door is closed, but you need to ask Pete a question, what is the correct approach?
Wait outside until someone opens the door
Barge in
Knock on the door for 5 minutes
Make a note of your question, wait, and catch up with him when appropriate
14
If you're skate guarding for public skating what is the first thing to do once you've put your skates on?
Set up cones around center circle
Attempt the Iron Lotus (from Blades of Glory)
Talk to the Olympia driver for 5 minutes
Do an olympic speed skating lap
15
As a birthday party host, what time should the party area be set up by?
5 minutes before closing
1 hour prior to the party
As the birthday boy/girl is cutting the cake
Literally whenever you want
16
If there is downtime on your shift, how do you spend it?
All of the Above
Cleaning glass, spot mopping, dusting stairs, baseboards, etc.
Checking locker rooms in between groups
Asking your MOD if there are any projects to be completed
17
What should staff members do if they notice a hazardous spot on the ice or the facility?
Just stare at it until someone else notices it
Put a cone over it
Ignore it and hope it goes away
Notify an MOD and assist with cleanup
18
Which occasion requires a nametag?
All of the Above
Public Skating
High School/College Games
Birthday parties
19
What is an appropriate uniform for work?
Option 1
Option 2
20
When is it appropriate to be on a computer?
To compete in a gaming tournament during public skating
Assiting customers/an assigned project
To finish a homework assignment at concessions
On the Olympia during an ice cut
21
A customer calls and wants to book an event, what do you do?
Look at availability and recommend a date
Transfer to Marissa or Sasha
Take a note and leave it at skate rental desk
Hang up
22
How many rental skates per shift are you expected to sharpen?
5
1
None, they're all perfect and don't need attention
50
23
This a completed sharpening
False
True
24
Which of the following is absolutely required while on the ice, even by a college/prep school coach?
Smile
Helmet
Full Equipment
Stick
25
When is it appropriate to request time off?
As your shift is happening
The day before your shift
Never. Just don't show up for your shift
2-3 weeks in advance
