Every guest deserves to feel welcomed, valued, and excited the moment they arrive. Our goal is not just to sell a round of mini golf — it's to create a moment they'll talk about.

• Greet every guest with eye contact and a genuine smile before they reach the window.
• Use a friendly, upbeat tone at all times — energy is contagious, and guests mirror what they receive.
• Anticipate needs — if a family walks up with young kids, proactively offer putter size guidance or point out the easiest holes to start on.
• Never make a guest feel rushed, even during busy periods. Efficient service and warm service are not mutually exclusive.
• End every interaction positively — "Enjoy your round!" or "Have a great time out there!" goes a long way.

Your words and body language are part of the Pirate Golf brand. Here's how we communicate:

• Be present. When a guest is speaking to you, give them your full attention. No phones, no side conversations.
• Use the guest's cues. Match the energy of your audience — playful with kids and families, informative with first-timers, efficient with guests in a hurry.
• Handle complaints with grace. Listen fully, apologize sincerely, and solve the problem or escalate immediately. Never argue or dismiss a concern.
• Upsell naturally. If merchandise, water ice, or other offerings are available, mention them casually and genuinely — never pushy.
• Know the course. Be ready to answer questions about hole difficulty, course features, animatronics, and anything guests might ask about.

Accurate cash handling protects you, your teammates, and the business. Follow these procedures every transaction:

• Count back change to every cash customer — confirm the amount out loud.
• Never leave the register unattended with the drawer open.
• Do not accept counterfeit bills — use the counterfeit pen for any large bills when in doubt.
• Record all transactions accurately through the point-of-sale system.
• At close, drop all cash into the safe with your initials and date — no exceptions. See the closing checklist for the full procedure.
• Report any discrepancies to the manager immediately — never attempt to correct a shortage yourself.

You represent the Pirate Golf brand at all times while on shift.

• Wear your uniform clean, neat, and as provided. No alterations without manager approval.
• Personal hygiene is expected and required — you are guest-facing at all times.
• No personal cell phone use while at the register or interacting with guests. Phone use is permitted only during designated breaks and away from guest areas.
• Be on time. Arrive at least 5 minutes before your shift starts, ready to work.
• Respect your crewmates. We operate as a team — support each other, communicate clearly, and never leave a teammate stranded during a rush.

Guest and crew safety is non-negotiable.

• Know the location of the first aid kit, fire extinguisher, and emergency exits.
• Report any hazards immediately — wet surfaces, broken equipment, loose fixtures — do not wait for a guest to encounter it first.
• In case of a guest injury, stay calm, alert the manager immediately, and do not admit liability on behalf of the business.
• Weather events: if severe weather occurs, direct guests to covered areas and contact the manager for closure decisions.
• Suspicious activity: trust your instincts. Alert the manager if anything feels unsafe or off. Never confront a situation alone.

Your shift checklists are not optional — they are the minimum standard for opening and closing the course properly. Complete every item before signing off.

• Access your checklist from the Checklists section of this portal.
• All items must be checked and your name signed before submitting.
• If you are unable to complete a task (equipment issue, supply shortage, etc.), notify the manager immediately and note it.
• The submitted checklist is your record of completion — it protects you if questions arise later.

Take pride in the course. A clean, well-maintained course is the foundation of a great guest experience.

When in doubt, escalate. It is always better to contact the manager than to make a unilateral decision on something you're unsure about.

• Opening: text the manager "PGBB Open" when the course is ready.
• Closing: text the manager "PGBB Closed" after the safe drop is complete.
• Any incident, complaint, or unusual situation during your shift should be reported to the manager by text or call, even if it seems minor.

Manager contact information will be provided separately and updated here.