OPERATIONS GUIDE

Our Mission

To offer great quality and service to our players.

We will achieve the highest standard by providing good courses to play on, running games smoothly and efficiently, promoting safety, operating a profitable business,
and prioritizing our customers.

Being the best paintball company in the mid south region is the result of years of competent staffing. We're continually putting together an outstanding team at Paintball Park, and we're looking for "people-people" who can keep growing this business. Our mission is to provide players with ever-improving quality and service. To do that, we must stick to the basics and execute them better than anybody else in the business. We have to stay focused on running games smoothly and efficiently, promoting safety, operating a profitable business, and emphasizing people.

     Our goal is steady and long-term growth. We believe that one way to accomplish this is by creating a challenging, but fun, working environment.

Sections

1)                  Job Requirements

2)                  Refereeing  

3)                  Taking Care of Our Players

4)                  Retail Position

5)                  Rental Counter

6)                  Managing

7)                  Appendix

JOB REQUIREMENTS

Codes

            Dress

1)      Uniform vest must be on when you clock in and hung up when you clock out.

2)      Make sure you bring outdoor footwear (boots, cleats, or sturdy shoes).

3)      You must have a watch or other means of timekeeping.

4)      Clothing with offensive language or artwork isn’t permitted.

Conduct

1)      Offensive language and swearing will not be tolerated.

2)      You may not smoke in front of customers.  Underage tobacco use is strictly prohibited.

3)      Alcohol and drugs (or being under the influence) are not tolerated and may result in police action.

4)      You are expected to obey all Park rules, both on and off the clock.

5)      All food and drinks must be paid for (at the discounted rate).

6)      You may not speed in parking lot and driveway, or spin out.

7)      You are expected not to litter. Dispose of your trash.

All of the above apply at all times to staff – on and off the clock.  Non-compliance may result in termination.

Responsibilities

1)      Please be ready to work at the time you are scheduled.  If you will not be able to make it, give plenty of advance notice.

2)      When you show up, have the mindset that you are here to work.  Although you may complete a specific task, your job will never truly be done.  Taking care of customers, keeping up the appearance of the Park, and maintaining equipment is a never-ending process.

3)      Take care of the tools and accessories you use here.  If you are using a tool or piece of equipment, put it back where it belongs when you finish.  This applies to everything from a vehicle down to a screwdriver.   Lock doors that you unlocked, and help keep things organized.

4)      Picking up trash is your and everyone else’s responsibility.  We do not delegate this to one person.  It is imperative that you become aware of trash throughout the Park; in the parking lot, courtyard, clubhouse, and on the trails.  Do not walk past wrappers, paper towels, coke cans, plastic bags, cigarette butts, and all of the other items commonly discarded here.

REFEREEING

Your Personal Gear

1)      You need to have outdoor footwear.  Even if you normally work inside and do not expect to run around much, your assigned position could change without notice.

2)      You must have a watch or other way to track time for Capture the Flag games and for keeping up with the length of time of between game intervals.

3)      A facemask and squeegee are standard referee’s equipment.  It is recommended that you have your own.

The Backpack

            One referee in each group should carry and be responsible for a backpack with spare equipment.  The contents of the backpack should include

1)      Extra Armbands

2)      2 Flags

3)      Spare Air Tank(s)

4)      Spare gun(s)

Safety Briefings       

You must be familiar with Park rules to effectively deliver a briefing. 

Reading from a list will have less impact on your players than if you are able to rattle off the rules in your own words by heart.

            When a group has just walked in and been outfitted with rental equipment, they need a briefing.  This can be done in the clubhouse by the counter staff or referee when the group is small.  Outside is better for large groups, where background noise will not be as distractive.

            The safety briefing is not intended to be a reading of the rules.  It should be a two way process with the referee preparing new players to play paintball, and the players learning what they need to know.  When two-way communication exists, information is being exchanged.

The critical part of a briefing is that the speaker connects with the listeners.  Always introduce yourself.  Then ask questions, like “who here has played before?” and “Is everybody psyched up yet?” This makes people more interested in taking part in the briefing 

Say what you think is important.  If you are talking to 10-year-old children, spend more time talking about the mask and barrel plug.  If the group is grown-up, you probably don’t need to over explain. 

Hearing about consequences is necessary for some players.  Let them know that although you are there to help them out, it is also your job to sit out players when they remove their mask, and that you hope you don’t have to resort to doing that.

The safety message should be redelivered continually throughout the day, in the dead box before each game.

Armband Significance

            Armbands are used to split teams in half; as well as to help players identify which group they belong to.  Referees need to enforce these requirements, especially concerning the beginner game.

            Red & Blue Armbands – Beginner Level - Exclusively for players using rental equipment, or players using unmodified beginner-class paintball markers.

            Maroon & White Armbands – Intermediate Level - Open to all types of players (some experience recommended).  Plays non-competitive recreational style paintball.

            Green & Orange Armbands  - Advanced Level - Open to any player (experience recommended).  Plays competition level paintball on tourney fields.

            Purple & Gray Armbands – Private Game - Completely exclusive and must be prepaid one week in advance.

Creating Balanced Teams

            The balance of teams should be quickly assessed in the dead box prior to each game.  As some players leave and new ones arrive, teams will become lopsided if unchecked.  Make sure the numbers are pretty even.

            If one team has a concentration of players that are highly skilled, they will have a decided advantage.  As soon as you make the observation, redistribute the teams before the next game.  DO NOT pit a large group of beginners against a small number of skilled players – this is not “productive”.

            If a team has an equal number of players and even skill level, an uneven age distribution can create imbalance.  For example; especially in a group of new players, teams made of younger kids are sometimes intimidated and remain in hiding, while their adult counterparts on the opposite team move freely and play aggressively.  Redistribution based on age usually takes care of the problem.

            BALANCED TEAMS

1)      Equal number of players.

2)      Same skill level on each team.

3)      Even age distribution.

Enforcing Rules

            Prevention is always preferable to the cure.  Usually if you are clear with your group and they hear and respect what you’re saying about safety, they will comply.  But when you realize this is not going to be the case, act quickly.

            When escorting the group to the courses, be observant for players wearing their masks lifted on their foreheads, or removing masks completely.  When you see this, correct it immediately. 

Do not project hostility; instead be professional but adamant.  Addressing the player as “Sir” or Ma’am” goes over better than “Hey you!”   Nobody likes to be talked down too.

After correcting a problem during a game, discuss the episode with the group immediately before the next game at the dead box. 

1)                          Without naming anyone, let the group know that you had a safety problem during the last game. 

2)                          Tell them, “I don’t like enforcing rules, but that’s part of my job.  The next mask violation will result in a suspension.”

Let them know you are there to help them, but you are serious when it comes to safety.  People will respect you if you handle yourself this way 

Enforce the rule if the player lifts his mask again, by removing his armband and telling him he will sit out for a game.  Be as understanding as you can without compromising your position.  When the game is over, give his armband back and let him know there are no hard feelings.  Again, make a point of speaking to the group in the dead box before the next game.

Get the players to help you.  If the group plays the next game without incident, be sure to let them know they did a good job!  And encourage safety conscious players to help remind teammates to follow safety rules.

            Other safety issues relate to barrel plugs or dry firing in the picnic area and parking lot.  Verbal reminders handle most of these.  When you have to keep reminding the same person, the manager may need to confiscate their equipment or ask a player to leave.  If the player is young, we may contact their parents and request they pick up their child.

            If you find a player shooting non-park paint, he must stop play immediately.  The policy about paintballs is unbending.  If that player tries to sneak paint into a game again, the manager must invite him to leave the Park for the day.

            Shooting paintballs in the picnic area and parking lot is prohibited.  Shooting signs at field entrances is also prohibited. The violator must speak directly with the manager, who may offer the player the options of thoroughly cleaning up behind himself or being ejected from the Park.

            Offensive language cannot be permitted.  Foul mouths and colorful emotional outbreaks are bad for business and can run off our high-paying family-oriented customer base.  If the situation warrants, certain players may be invited to not return for an extended period.

            For aggressive play such as overshooting or breaking the ten-foot rule, a first time warning is usually appropriate, followed by suspension for one game for repeat offense.  If, however, the violator appears to have acted with malice or bad intent, management may eject him from the Park.

            When players violate miscellaneous rules such as accidentally crawling out of bounds or climbing on a bunker, it is usually sufficient to say, “Sir, you’re not allowed to do that”.

Game Times and Frequencies

Normally you will run 2 games on one course, before switching to another.  Take a short break in the dead box between games.           

Each of the two games has a ten-minute limit, so stay aware of the time.  Do not run behind schedule, as there may be other players waiting in the picnic area to jump in your group.

            When you are in between games, watch the time.  It is your job to turn around games within 5 – 10 minutes.  Make reminder announcements to let everyone know how soon game time is.  Check with the counter staff about new signups into your group, and find out who and where they are.

            After each game, let everyone know that you’ll be taking a 5-minute break.  Help players who need something or who have equipment problems.  Go with them to the rental counter to make sure they will be ready in time.

            Hang out with your group during the between-game break.  That way you’ll be sure to stay in touch.

How To Run Capture the Flag

            Each team has a flag and a flag station.  That’s where they will start, and hopefully where they will end.

            We only run one version.  There is little confusion and no misunderstandings.  Everybody knows what to expect.

Before the game, as the group is entering the playing field from the dead box, tell everyone where the flags are.  Then give a flag to a player from each team and ask them to hang it at their station.

Position yourself somewhere to the side where you can see both flag stations.  Give everyone a minute to discuss strategies.  Then direct them to get within ten feet of the flag station.  If some of the players don’t listen, repeat yourself and wait.  They will eventually get where they belong

Once the players are in position, yell loud enough for everyone to hear.  “This will be a ten minute game of capture the flag.  Capture the other teams flag and bring it back to your base.  Keep your facemask on at all times.  If you get hit, put your barrel plug in and place your hand on your head, then go to the dead box.  Take your barrel plugs out. <Pause for a moment> Good luck to both teams.  The game begins in 3 – 2 – 1 Go! Go! Go!”

Some additional points;

1)      Carry a backpack complete with armbands, flags, spare tank(s) and gun(s).

2)      Swap out defective equipment between games.

3)      Carry a watch on the field and track game times.

4)      Occasionally announce game time remaining to encourage action in stalemates.

5)      Follow game action – move into locations where you will be more effective as a referee.

On-Field Mask Breaks

            If the situation is appropriate, you may allow the group to take their masks off in between games.  This should only happen when you have distance from other games in progress.

            To take an on-field mask break, you must first get everyone’s attention.  With barrel plugs in, everyone must lay down their gun.  Make it clear to everyone they must not pick the gun up until you give the OK.  After everyone is in compliance, then you can give permission to take of their masks.

            When the break is over, watch closely.  Make sure those guns stay put until everyone has their mask refitted properly and is ready.  Be prepared to help if anyone is being slow.

Referee Performance Matrix

TAKING CARE OF OUR PLAYERS

Players are who matter most, and should be made to feel that way.  Your job is to make sure people, specifically customers, know you are aware of them and care if they have a good time.

Always do your best to project friendliness, professionalism, and a willingness to help whenever needed.  Make a real effort to be sociable.  Shake hands and say, “Hello, how’s it going?” and make eye contact when you do. 

Never show your bad side in front of the players.  In fact, why not just leave your bad side at home.  People come here to have fun, so let’s only encourage that.  Put on your happy faceJ

            When you walk past someone and you see they don’t know what’s going or look lost, help them to find their way.

If someone is unsafe (i.e. no barrel plug), remind him or her to put one in, but do it in a friendly way.

And talk to group organizers as much as you can.  Ask them how things are going and if they need anything.

RETAIL POSITION

Misc.

1)      Keep counter tops clean.

2)      Keep display case sliding doors and food counter sliding doors closed.

3)      No trash or trash containers left visible behind counter.

4)      No personal effects visible behind counter.

5)      Keep door closed.

Paint Inventorying and Handling

            Inventorying

1)      Count all paint in the retail area before each shift.

2)      Count all paint in the retail area after each shift.

3)      Compare paint count to sales figures.

Display

1)      All cases of paint should be stacked on the vertical storage – keep consolidated for ease of counting (stacks of five).

2)      Rotate inventory – oldest paint sold first.

3)      Keep glass display clean, organized, and dust free.

4)      No personal items or clutter on the vertical storage.

5)      Display 20-30 tubes of 100, 3 twin pouches, 10 10-round tubes, and 4-8 bags of 500.

Register

            If you are running the register, you have assumed responsibility.  You will protect the cash that is in it from being vulnerable to theft. 

This means you cannot leave a register unattended.  If you are going to the bathroom or taking lunch, ask the manager to take over.  If the manager is not around and you have to leave the building for some reason, close and latch the concession windows and lock the door.

Multiple staff should not run the register.  If there is a discrepancy – such as coming up short, it will be hard to figure out who or why.  Staff that is not working the retail position should not even be in the retail area.  But if people are going to be coming and going, for example - if the paint truck is being offloaded from a truck onto the display shelves, lock the register and put the keys in your pocket.

Learning how to ring group deposits and other involved transactions requires too much detail to be printed.  It will be easier to pick up through hands on training and practice.

Opening and Closing

            At the beginning and end of a shift, follow the checklist of reminders.  The counter staff usually handles some items on the checklist, while the manager and referees handle others

In addition to counting the drawers, paint and rental inventory must be checked daily.  While you are at it, look at the report from the day before. If there is a discrepancy between your numbers and theirs, report it right away so you don’t get blamed.

            When it’s late in the shift, you are the person most responsible for getting the inside cleanup tasks done 

Change inside trash liners out and set them by the back door.

Signing Up Players

            When the door opens, be aware of whoever walks in.  Pay attention to them.  Greet guests and direct them to the signup table.

            Issue armbands when you ring up the sale.  Follow our guidelines on who get what color, using your best judgment, to determine which color (see referee section and appendix). 

When a rental is purchased, stamp the date next to the item to show it has been paid for, and then direct the player(s) to the rental counter.              

Park Membership

            Players become members by purchasing a one-year membership for $100.  Another way they can become members is by buying a gun from the onsite store.  The store issues a receipt, which the player presents to you in exchange for his membership.  Put the receipt in your drawer.

            If a member does not have his card, verify membership by checking in the database.

            Park members pay $1 armband deposit.  They are not charged admission.  They also get a discount on paint, and a discount on CO2.  They do not get a discount on food, high-pressure refills, or items from the onsite store.

Members also get 4 free passes to waive admission for their friends.  We track these in their file on the database; making a dated notation each time they use this option.

RENTAL COUNTER

            Money transactions may not take place at the rental counter; only at the retail counter.

Straighten rental displays.

Issuing Rentals

            Do not hand equipment over until they hand you their form with “PAID” stamped next to the item.  Write their name on the roster, and the number of the gun, a check in the box for a mask, and what size camos.

            Keep the roster with players names and numbers of rental guns off the counter.

Filling Air Tanks

            Don’t use any of the fill systems until you have been trained and had a little practice

            Only fill a players tank if they hand you a receipt, or if the tank has a current dated Paintball Park Refill Sticker on the side.

            Tear air receipts in half and throw them away.

Equipment Check-in

            All rental gear must be checked back in.  The persons name should be marked through to show they have turned in their gear

            Mark dirty guns and hang them in their numbered spot.  Do not set them on the floor.  Returned masks and camos go into the dirty bins.    

Keep it Organized

            The rental guns should look neat and straight, even if they are not clean.  Hoppers should be straightened and wiped off to get a uniform row.

            Lay masks together upside down, two deep on the shelves.

            Camos should also be kept neat.

            No trash or stuff should be out on the floor in the rental area.

            Under the rental counter, the supplies should be organized and stacked.  Tools should be kept in their bins and organized.

MANAGING

            The manager should be someone the rest of the staff can like because of his good attitude and work ethic.  Our type of manager is someone who works with the team, not over them.  He gains respect through leading by example more so than by issuing directives.

            Managers need to back away from individual trees to view the whole forest.  They should be working to promote a good atmosphere at the Park, both in players and staff.  They need to look things over and spot problems, then correct whatever is in their ability.  They also need to communicate more serious problems and issues to the ownership.

            The manager on duty is the most responsible person for Park operations.  From the opening of the day to the closing procedures, ultimately the manger must be accountable for completion of the numerous tasks that must be done each day.  For example, if air tanks don’t get shut off or a door doesn’t get locked, the manager must take the blame.  Which also implies that if someone repeatedly drops the ball the manager cannot afford to look the other way.

            At the Park the manager is busy.  He needs to maintain a high level of awareness of everything that is going on, which takes work.  He is hands-on in providing direction, coordinating game/field traffic flow in busy times, dealing with customers, and even helping people find which group they are supposed to be in.  He will also put the best foot forward to deal with any customer dissatisfaction.

            The manager is also at times the “extra employee” to assist with problems like crowds and long lines.  He has the ability to bring order out of chaos.

            A telltale sign of good management at a public facility is cleanliness.  The manager needs to continuously work with the rest of the staff on keeping the Park picked up.  He himself is the last line of defense, picking up trash wherever he goes throughout the day.

            My personal philosophy: anyone who can handle the repetition of picking up trash every time he works, and who is diligent and thorough about it, and who possesses the humility to bend over and pick up trash, is probably a good manager in many other respects.  Whoever performs poorly in this area is more than likely deficient elsewhere – John.

APPENDIX

Prices - tax included

Day Pass                      $11

Half Day (after 1)         $7

Rental Package $14

(comes with mask, tank, and air refills)

Camo Jumpsuit $6.50

Locker                         $2

Pod of 100 balls           $7.50

Bag of 500                   $26

Case of 2000               $90

7-9 oz co2 refill            $2

10-16 oz co2 refill        $3

17-24 oz co2 refill        $4

7-9 oz co2 refill            $2

3000 psi refill                $3

4500 psi refill                $4.50

Armbands BeginnerIntermediate / Advanced Games

Red / Blue Armbands - Exclusively for players using rental equipment, or players using unmodified beginner-class paintball markers.

Maroon / White Armbands - Open to all types of players (some experience recommended).  Plays non-competitive recreational style paintball.

Green / Orange Armbands - Open to any player (experience recommended).  Plays competition level paintball on tourney fields.

Purple / Gray Armbands - Private game, completely exclusive, must be prepaid one week in advance.