Team Hiring and Training

Theme park training teaches staff the park, the theme and the guest, not only the job. Mast Parks pairs it with hiring so the right people are trained.

Guests meet the staff before they meet the theme. Team Hiring and Training makes the two match. Mast Parks supports hiring and staff training so that the customer experience matches the park's concept. Training covers product knowledge, operations, F&B, guest relations, sales and marketing, and it aims for staff who embody the park's theme and concept.

The service sits in the Rides, People and Operations stage of the 13 Mast Parks services. It follows Ride and Attraction Planning and comes before Operations Planning. It is where the people who will run the park are chosen and prepared.

Product knowledge

Staff need to know what the park offers: the rides, the zones, the food, the events, the prices and the rules. A guest who asks a question should get an answer from the first person they ask.

Operations

Staff learn how the park runs: how rides are operated, how queues are managed, how the day is organised and what to do when something goes wrong. This overlaps with the procedures set in Operations Planning.

Food and beverage (F&B)

Food is a large part of a guest's day and of a park's income. Training in F&B covers service, hygiene, menu knowledge and the way the food connects to the theme.

Guest relations

Guest relations is how staff treat guests: greeting, helping, handling complaints and caring for those who need extra help. Good guest relations is often what visitors remember most.

Sales and marketing

Staff also sell the park. They suggest upgrades, merchandise and return visits, and they represent the park in conversations and on the phone. Training in sales and marketing helps staff do this naturally.

Embodying the theme

Staff are part of the show. Training helps them carry the theme in the way they speak, move and dress, within what suits each role. A park with a jungle theme feels different when the team lives the jungle story.

An owner brings the operations plan, the roles to fill and the recruitment capacity the owner has. The owner also brings a view of the culture the park should have.

The owner receives a trained team, and the materials used to train them.

Theme park training is needed before opening, and by existing parks that want a stronger guest experience.

Team hiring and training is used by private landowners, existing park owners, family businesses, government and tourism bodies, and temples and religious trusts. New parks use it to prepare for opening. Existing parks use it when guest feedback or an upgrade makes retraining necessary.

Mast Parks supported hiring and training on a Mast water park in Rajasthan and Jungle Adventures. At Jungle Adventures, an adventure park in a tea estate with a Jungle Book theme, the work included extensive staff training.

• Who do we need? The roles and the numbers.
• What do they need to know? The content of the training.
• How do we make them part of the theme? The way staff are briefed, dressed and coached.
• How do we keep standards up? Follow-up after opening.
• How do we sell without pushing? Sales training that suits the park's style.

A park can have an excellent theme and still disappoint if staff do not know the product, do not follow the procedures or do not care for guests. Guests judge the park by the people they meet. Staff who do not understand the theme can break the illusion that the design has built.

Training is not a one-time event. Staff change, and so training has to be repeated for those who join later.

• F&B. Food and beverage.
• Guest relations. How staff treat and look after guests.
• Product knowledge. What staff know about what the park offers.
• SOP. Standard Operating Procedure: a written way of doing a task.
• Embodying the theme. Carrying the park's theme in behaviour and appearance.

Owners get more from this service when they arrive with answers, or at least with a view, on the points below. None of them needs to be settled in advance, and Mast Parks can help to settle them.

• How many staff will the park need at opening?
• Who will hire, and how fast?
• What should staff know on day one?
• How is the park's theme to show in staff behaviour?
• Who will keep training going after opening?

Mast Parks organises its work as 13 services in four stages, listed here in the order a project usually follows. Team Hiring and Training is shown in bold. An owner can start at any stage, but each stage builds on the one before it.

• Concept and Planning. Feasibility Studies, Financial Planning, Concept Creation, Theme Development.
• Design and Execution. Master Planning, Architectural Designing, Project Management Consultancy.
• Rides, People and Operations. Ride and Attraction Planning, Team Hiring and Training, Operations Planning.
• Launch and Growth. Marketing and Branding, Merchandising, Content and Events.

Most owners use several of these services together, and some use the full set from idea to opening. See all 13 on the services page.

Mast Parks works with the owner at each step. The owner approves the work before it moves to the next stage, and revisions are part of the process. The owner knows the site, the region and the ambition. Mast Parks brings experience of designing and delivering parks across eight park types. The best results come when the two work as one team, with decisions made quickly and in the open.

To start a conversation, use the contact page. Mast Parks will ask about the site, the park you have in mind and where you are in the project.

Different roles need different training. Ride operators learn the operation protocols and the safety rules for their rides. Food and beverage staff learn service, hygiene and the menu. Ticketing and entry staff learn the products, the pricing and how to greet guests. Guest relations staff learn how to handle questions, complaints and special needs. Managers learn how to lead a shift, keep standards and coach their teams.

What all roles share is the park's theme and concept. Every member of the team should be able to explain, in a sentence, what the park is about.

Opening day is the start of the work. Over time, staff leave, new staff join and habits drift. Parks that keep their theme alive refresh training regularly, brief new staff on the story and recognise those who carry it well. Mast Parks supports this follow-up where it is part of the engagement.

The follow-up also shows what guests say. Feedback about staff is some of the most useful information a park receives, and training can respond to it directly.