Rainbow’s End is once again celebrating business success, but this time on an international stage, with the announcement that they are finalists in a worldwide awards ceremony recognising their outstanding achievements in employee training and recognition programmes.
The IAAPA (International Association of Amusement Parks and Attractions) has shortlisted Rainbow’s End in two categories in the prestigiousindustry international Brass Rings Awards, Human Resources Excellence category for ‘Best Employee Reward and Recognition Program’ and ‘Best Innovation in a Training Program’.
Judges were impressed in particular by the 52 Nuggets Training Programme which Rainbow’s End delivers to approximately 200 employees and consists of 52 modules or ‘Nuggets’. Each Nugget, delivered weekly, focusses on customer service topics covering everything from relationship building skills that help employees communicate to create lasting first impressions and making moments of magic that create ‘wow’ moments with Guests and also incorporating relevant safety and operational topics.
Leanne Laloli, Rainbow’s End Team Development Manager, developed the programme in-house 6 months ago and is delighted with its success. “Through this programme we have a workforce that has a higher customer focus and are now more confident in handling a range of customer service scenarios. Our 52 Nuggets programme is improving how well our teams work together, building positive relationships and team spirit. We are lucky to have dedicated employees who have an interest in ongoing learning and self-development, and through these programmes they feel valued and inspired to succeed.”
Ensuring that the programme was relevant to the park played an important part in developing the‘Nuggets’. “We had to ensure that the training promoted discussion, feedback and reflection on a range of customer service skills and that the programme suited a variety of different learning styles. We had to be mindful that, for it to be a success it had to be engaging, interactive, relevant and adaptable and I believe it meets all of these criteria”, says Ms Laloli.
Recognition and reward plays a huge part of the overall philosophy at Rainbow’s End too. The‘Busted Card’ system is another initiative that caught the judge’s eye. Staff who get ‘busted’ for doing great things or going the extra mile to exceed customer expectations and receive a ‘Busted Card’. At the end of each month the staff member that has received the most ‘Busted Cards’ is awarded Employee of the Month and is duly rewarded.
CEO Chris Deere points out that, “Our Management team is motivated to ensure the bar is set high to confirm our position as a NZ icon and a treasured Auckland attraction. Our employees are pivotal to our success and delivering world- class service to our guests, alongside our impressive stable of quality rides and attractions, has enabled us to be acknowledged and recognised on the international stage”.