Culture at Gull Meadow Farms
Our goal at Gull Meadow Farms is to provide a safe and fun atmosphere where families and friends can come together to create lifelong memories.
We Stand on Four Pillars...
It is our job to create a “memory that lasts a lifetime” for each and every one of our guests!
The Spirit of Hospitality
1. KNOW SAFETY
Safety must be built into everything we do. The safety of the guest is our first priority. You are empowered to change anything that is unsafe or let someone in charge know of an unsafe situation.
All of us should be picking up at all times. It is part of creating a happy environment for our guests. It is especially important if you are working with food to have a clean counter or workspace. With the recent coronavirus pandemic, cleanliness is of utmost importance at the farm along with safety.
Smiling tells our guests that you are having fun and they in turn will have a good time. How you respond to them, such as your tone of voice, is also very important. Don’t forget to smile with your eyes.
4. KNOW THE ANSWERS
Acquaint yourselves with information about Gull Meadow Farms by studying this employee guide, visiting gullmeadowfarms.com and familiarizing yourself with the farm by exploring each area. If you don’t know an answer, ask a staff member with stars/apples, your manager, and help guests the best you can.
5. MEET AND GREET
Courtesy is important because the first time a guest visits Gull Meadow Farms they are expecting a fun atmosphere and excellent experience. The second time they come, is because they enjoyed their first experience. This word-of-mouth advertising and the repeat business is essential to our success and highly dependent on YOU. Create a memorable experience for guests by going above and beyond!
Here at the farm we also operate under the 10-4 rule. If you are within 10 feet of a guest, make eye contact and smile. If a guest is within 4 feet, greet them with a friendly “hello”, or “can I help you with anything?”, or “how is your day today?”.
Excellent Guest Service
- Make Eye Contact
- Speak Enthusiastically
Use These Phrases
- My Pleasure, You’re Welcome
- Welcome, Good Morning/Afternoon/Evening, Hello, how are you today?
- Let me find out for you
- Is there anything else I can do for you today?
- Thank you for coming to GMF, Enjoy your Meal/Donuts, Have a lovely day
Instead of These Phrases
- Sure, no problem, it’s nothing, etc.
- Hi, Hey, ‘sup?
- I don’t know, I’m not sure
- Is that everything?
- See ya, bye, thanks
If something under our control goes wrong, we have the opportunity to win that guest for life. Call your manager if you feel overwhelmed or unable to handle the situation – we are here to help you!
Use this guide below to help understand how to solve a guest’s problem:
LISTEN – We want our guests to feel heard! Make eye contact and wait until they have finished before you start to speak
APOLOGIZE – Even if it was not your fault – if nothing else, apologize for the bad experience. If it was your/our mistake, own up to it!
SOLVE – What can we do to solve the problem right now? Do what you can to satisfy their needs and call for help if you are unsure!
THANK – Thank the guest for bringing the matter to our attention. Constructive criticism helps to make Gull Meadow Farms better!