Embed Doc
Copy Link
Readcast
Collections

CommentGo Back

To: Prospective AssociateFrom: Laura Chastain, Recruitment Manager for DNC Parks and Resorts at YosemiteSubject: Service Promise CommitmentDNC Parks & Resorts, Inc. is always interested in hearing from talented, energetic individuals who are interested in joining our team.Our mission is to provide each park visitor with the highest value for the products and services we offer, showunfailing hospitality, conduct business in a professional and ethical manner and preserve and protect the park'sfragile resources.If you are committed to maintaining the highest levels of service and exceeding our guests’ expectations, weencourage you to apply for a position with us. Please read the remainder of this memo: these are the standards youneed to understand and commit to in order to be successful with our organization.

Our Service Philosophy

At Delaware North, we know it’s all about the experience.We know the care and service we offer our guests leads to special experiences for them. To ensure an experienceof a lifetime, we will foresee our customers’ expectations and deliver outstanding products and services.We will also focus on surprising our guests with special touches and finding ways to help make their experienceseven more memorable.Even though we serve hundreds of millions of guests each year, we will focus on individuals and what we can do tomake them feel like they are at home.We will build relationships one guest at a time, working to create experiences of a lifetime.

GUESTPATH

: OUR SERVICE PROMISE

Creating special experiences one guest at a time.

Universal Standards

Our Universal standards are the foundation on which we build and deliver our DNC Service Philosophy. Thesestandards guide our actions during every guest and associate interaction and help us achieve our GuidingPrinciples.The experience begins with you. These standards apply across all Delaware North Companies. These standardsdescribe our service expectations.

Our Universal StandardsProfessional Appearance and Grooming:

We start by looking the best we can. We present a professionalappearance because a poor appearance immediately detracts from all aspects of our service.

•

We are professionally attired (for uniformed positions, only company-issued garments are worn on the job anduniforms are complete.)

•

Our clothing (uniforms and business attire) is clean, well maintained, pressed and fits properly.

•

Our shoes are clean, polished and in good repair.

•

We wear the correct name badge (meeting Delaware North Companies specifications) to enable a personalconnect with our guests.

•

Our jewelry (if worn) is conservative style and number.

•

We wear no more than two earrings per ear.

•

We display no visible body piercing (other than earrings).

•

Our hair is neatly groomed and conservatively styled. Hair color/highlights are natural in color.

•

Associate beards are neat and trimmed no more than one-inch long. Cheeks and neck area must be shavedeach day. No “mutton chops” allowed. Associates are clean-shaven, if a beard is not worn. Beards cannot begrown on the job. Mustaches are neat and trimmed. The mustache cannot extend below the lower lip.

•

We report to work bathed or showered and use an antiperspirant/deodorant. Our fingernails are well groomed.Our perfume and cologne, if worn, is not overbearing.

Attentive Posture:

Welcoming positive energy is essential when creating experiences of a lifetime.

Gracious and Friendly Service:

Gracious and friendly service depends on courteous and professionallanguage.

Guest Name:

We “Notice” whenever possible by determining and using our guests’ names. This helps usrecognize and respond to our guests as individuals.

Greeting Guests:

Extending a gracious greeting is one of the many ways that we surprise our guests withspecial touches.

Thanking the Guest:

Thanking a guest is the final way that we communicate our appreciation and pleasurefor the opportunity to provide service.

Teamwork:

We understand that experiences are built around the efforts of many people. Some of us arebehind the scenes and others are in the guest contact areas. Our efforts all combine to create theexperiences of a lifetime. It is a team effort.

Pride in Facility Appearance and Maintenance:

The cleanliness and condition of our facilities truly affectsthe guest’s overall perception of the quality of our services, products and associates. A facility’s poorappearance immediately detracts from all aspects of our service.

Product Knowledge & Associate Skills:

Knowledgeable well-trained associates are confident and preparedto understand and foresee our guests’ needs. Whether in a lodging, stadium, airport or other facility,associates are able to provide quick and accurate responses when guests seek information about thefacility or the local area.

Telephone Courtesy Standards:

Whether in a lodging, stadium, airport or other facility, we offer graciousand friendly service over the telephone.

DNC P&R at YOSEMITE, INC IS AN EQUAL OPPORTUNITY EMPLOYER EEO/AA/M/D/V/VV.

UEST

ATH

AGE

APPLICANT INFORMATION

AN EQUAL OPPORTUNITY EMPLOYER, EEO/AA/M/D/V/VV

Dear Applicant:Thank you for inquiring about employment opportunities with DNC Parks & Resorts at Yosemite. We provide exceptional guest service toover 4 million visitors per year, and we are looking for exceptional people to be a part of our team, helping to make Yosemite National Parkan extraordinary place to visit.

DNC PARKS & RESORTS AT YOSEMITE

(DNC P&R at Yosemite) has contracted with the National Park Service to provide the hospitalityand guest services in Yosemite National Park. We operate hotels, restaurants, retail shops, guest recreation activities, and support facilities.Our peak hiring periods are March through May and August through September, annually.Applicants should indicate the earliest date they are available to start work and the latest possible date they can remain at work. Specificdates are necessary in order to properly evaluate an individual’s availability. A correct example would be April 15 to September 30. Anassociate who voluntarily terminates his or her employment prior to the ending availability date may not be considered for rehire.The following positions may be available: however, they are all covered under collective bargaining agreements and, as such, must be firstoffered to present or certain rehired associates. Those positions marked by an asterisk (*) are entry-level positions, which are usuallyavailable for the first season applicant.

Entry level positions require the ability to perform the following: lift and carry up to fifty (50) pounds, stand and walk for extendedperiods of time often in inclement weather, work varied shifts, and communicate with guests in a professional manner.Once assigned a position, an associate will not be able to request a transfer for 180 days.HOTEL

*Hotel Porter*Sanitation Custodian*RoomskeeperFront Desk Clerk/CashierLodgings Quality InspectorHigh Sierra Camp HelperLifeguard

FOOD & BEVERAGE

*Food Service Utility Person*Kitchen Utility PersonJunior CookCashierHost/HostessBuspersonStation/Line Cook

GUEST RECREATION

*Stable Person*Rafting AttendantBicycle Stand CashierGolf Course CashierStables Guide/PackerStables Office ClerkBadger Pass Lift/Slope AttendantSki FitterOffice ClerkIce Rink Attendant

RETAIL

*StockpersonSpecialty Sales ClerkRetail Cashier

SUPPORTDEPARTMENTS

DriversTransportation AgentTour GuideSecurity OfficerAs demonstrated by our Affirmative Action Program, DNC P&R at Yosemite is committed to the objective of Executive Order 11246, Section503 of the Rehabilitation Act of 1973 as amended, Section 402 of the Vietnam Era Veterans Readjustment Assistance Act of 1974 asamended, and the Americans with Disabilities Act of 1990.To aid you in the application process, please be sure to follow these steps:1. Fill out the Application

entirely.

Be sure to give the exact date that you can begin working and the exact date that you mustleave the Park (if any). We must have phone numbers and addresses for your previous employers.

Also, don’t forget to sign theapplication on the back page.

Please type or print legibly, in ink. Incomplete applications are difficult to process and may not beconsidered.2. Sign the Drug Consent and Release Form. Return the white copy to us with your completed application and keep the yellowcopy for your records.3. Fill out the Candidate Information sheet with your name, Social Security Number, requested information, and signature.4. Return the following forms to us:a. the Applicationb. the white copy of the Drug Consent and Release Formc. the Candidate Information SheetIf you neglect to follow any of the above steps, the processing of your application will be greatly delayed, perhapscausing you to lose out on an employment opportunity with us.(OVER)