Having concrete processes is the foundation of an effectively functioning Family Entertainment Center and vital to growth of the business.
As a business owner, dedicating time to outline and implement effective processes for your facility should be a top priority. Once you have processes in place, it's equally important to review and evaluate them periodically to ensure you're seeing improvements that result in positive, revenue-generating outcomes.
When it comes time, how do you go about reviewing your processes? How do you determine which ones are helping you reach your goals and which ones are broken?
To help you decide, consider these three steps to help you improve processes at your facility. The increased efficiency in operations will not only make your staff more productive, it will also present more opportunities for business growth.
3 Steps to Improve Processes at Your FEC
1. Review Your Current Processes
Make time to review all your processes. This may seem tedious, but evaluating how operate as a team is crucial to your success. You need to ask specific questions about each different process to uncover if it’s still effective, or if you need to make a few adjustments. For example:
Marketing: How are you spreading the word about your facility, the specials you may be running, etc.? Do you have a social media marketing plan? Are you engaging your guests and encouraging them to leave review about their visit?
Booking Parties: How are you currently booking parties? Have you ever missed a party reservation and why did that happen? Are you accidentally double booking? Are you stuck chasing down deposits?
Staff Training: What is your hiring and on-boarding process? Does your staff feel prepared to engage with guests or host an event? Do you have ongoing training or personal growth opportunities?
Party Execution: How do you prepare for a party? Do you have a checklist or process for your host to follow before, during, and after the party? How can you make parties more memorable? What's the procedure for following up with your party guests after the event is over?
You want your processes to be detailed, yet easy to follow. It could be normal if your staff members have questions about certain things, but it may also mean you haven't detailed or explained something well enough. Any holes or gaps in your procedures should be addressed. The most successful FEC owners have solid processes that allow their team to work like a well-oiled machine.
2. Gather Staff Opinion
Most people in business leadership roles wear many hats, causing their attention to often be pulled in several different directions. The reality is, as a FEC owner or manager, you can't be everywhere, and you can't do everything. You need to involve your staff and ask for their input.
They're the ones in the trenches, engaging with guests, booking parties, executing events—the list goes on! Your employees are your best source of insight when it comes to process improvement.
Consult with your staff about what's going well and what challenges they’re facing. What processes are efficient and which ones are broken? Where do they feel improvements can be made? Shadow different members of your team on their shifts to see what it's like for them, and request feedback.
Giving your staff a voice and making them a part of improving your processes is extremely beneficial. It increases leadership and problem-solving skills within your team and boosts moral.
3. Research and Implement
Knowledge is power. We live in an age where information is endless and right at your fingertips.
Research your industry for applications or software programs that can help take processes you’ve flagged as weak to a level of excellence. Join peer/community groups, subscribe to industry-related newsletters and blogs, and attend trade shows. Get out there and speak to people in your industry to collaborate and brainstorm.
Having solid processes at your family entertainment center or events facility is critical to your success and continual growth.
By periodically reviewing processes at your facility and determining improvements you can make allows you and your staff to work smarter, not harder.