Great People
Great games and great prizes are an essential part of the HBL experience. But it is our people who make guests’ days unforgettable through their enthusiasm, and customer service skills.
Our people are an essential part of the HBL experience. Interacting with our wide variety of guests, and making their day unforgettable by celebrating with them when they win and encouraging them when they don’t.
HBL employees take pride in their work, maintaining the highest standards of presentation and guest interaction, and are always looking to exceed our partner’s expectations.
So, how do we achieve these standards?
Recruitment
The ideal HBL games operator profile has a different skill set from a retail shop assistant. They are outgoing, enthusiastic and enjoy the thrill and fun of the games and family entertainment experience.
Using our industry experience, we’re well placed to identify these unique skills, often working with assessment centres to select the top candidates.
Training
Before starting, staff are given in-depth training in the “HBL Way” as well as in the specific standards required by each park we work with.
They are given clear instructions on how to run the games and how to interact with customers, reinforced by roleplay and constant on-the-job coaching and feedback ensuring the right standards are achieved and maintained.
Motivation
Our experience is that well-motivated people deliver the best results and motivation is a key focus for our managers. We set high standards, but also build a fun, rewarding work environment for our employees.
Success in both guest relations and sales is directly rewarded through a bonus scheme, and our best operators have the opportunity to advance quickly within our business. In fact, the current HBL Global Director of Operations started out this way as well as many of our senior managers developing themselves to oversee groups of park operations or succeeding in a central support role.