10 Quick Tips for Recruiting and Retaining Frontline Staff

Think outside the box to find and retain the right memory-making team.

In any amusement or entertainment facility, frontline staff are the heart and soul of the experience. But in today’s difficult hiring environment, how do you find the right people to fill these crucial roles? And, more importantly, how do you retain the great team members that you do manage to hire.

In talking with a hiring manager recently who has been faced with a lot of turnover, we discovered a few missteps that many leaders make when hiring new team members of any level. Read on for those missteps and how to avoid them.

No. 1: Leverage Your Current Staff’s Networks

Your current team members are your best ambassadors. They know the job, the environment, and the type of people who would thrive in your FEC. It’s a good idea to implement a referral program that rewards team members for bringing in great candidates. Not only does this build a sense of community, but it also ensures you’re getting recommendations from people who understand what it takes to succeed in your business.

Don’t make the mistake of taking just anyone your team members recommend, though. Be sure to assess the potential hire with the same criteria you would a stranger. Make sure to continuously reiterate your values, mission, and ideal candidate characteristics when you’re asking the best team members for their referrals, too.

No. 2: Host Fun On-Site Hiring Events

You’ve probably been introduced to the concept of job fairs and auditions. Another fun way to bring in talent is to turn your hiring events into a mini carnival! Set up booths that showcase different roles within the FEC, and have fun, interactive games that mimic the tasks team members will perform. This gives potential hires a taste of the job and shows them how fun and dynamic the work environment is.

With any type of hiring event or even individual interview, it’s important to communicate clearly and quickly. Don’t just post a job ad—create a buzz! Use Instagram, TikTok, and Facebook to post fun, behind-the-scenes videos of your staff at work. Show the camaraderie, the excitement, and the unique perks of working at your FEC. Create a branded hashtag for your recruitment efforts and encourage your team members to share their experiences using it.

When it comes to hiring, remember that time is of the essence. Be sure to respond quickly for interviews and callbacks and send reminders via email and text message encouraging candidates to choose your facility for their upcoming employment.

No. 3: Offer Flexible Scheduling

One of the biggest perks for frontline workers is flexible scheduling. Many potential team members, especially students and part-time workers, are looking for jobs that can fit around their other commitments. Highlight your flexible work hours in your job postings and during interviews to attract a wider pool of candidates.

No. 4: Create a Unique, Appealing Work Culture

Your FEC should be more than just a place to work—it should be a place to belong. In addition to competitive pay, foster a culture of fun, recognition, and growth. Regularly celebrate achievements, host team member appreciation events, and provide opportunities for staff to grow and develop new skills. A strong, positive culture will naturally attract people who want to be part of it, especially if everyone is sharing the fun they have at work.

No. 5: Don’t Sugar Coat It

There’s no one who loves company culture and value-driven leadership more than me, but sometimes overly glorified culture can hinder a potential new hire’s understanding of the role(s). You see this extremely often in sales team hiring. Many organizations do a great job selling their business and the culture and how much fun it is to work there, but neglect to adequately describe the job, leading to what I call the expectation-reality gap. This gap creates discontent on both sides and results in missed sales goals and higher turnover.

Hiring managers must be clear when sharing the details of the job. New hires need to understand that we’re going to have a great time helping families have fun and the ways we’re going to accomplish that. Don’t risk going through all the trouble of recruiting and hiring someone for the frontline who won’t be willing to do any of the hard jobs.

No. 6: Engage with Local Schools and Community Groups

Build partnerships with local high schools, colleges, and community organizations. Offer internships, part-time jobs, or even volunteer opportunities that can provide valuable experience and lead to full-time positions. Attend career days and local events to get your name out there and connect with potential candidates. This helps you not only fill immediate frontline positions, but also showcases our industry as the bright, exciting career choice that it is!

No. 7: Showcase Team Member Testimonials

Let your current team members do the talking! Feature testimonials and success stories from your frontline staff on your website and social media. Hearing from real people about their positive experiences can be a powerful motivator for potential hires. After all, just like when marketing to potential guests, prospective new hires want to be able to see themselves in your facility.

No. 8: Make the Application Process Fun and Interactive

Ditch boring application forms. Create a fun and engaging application process that reflects the spirit of your FEC. Frank Price, leading guest experience expert and owner of FL Price, recommends having potential new hires submit their application via video. This fun approach allows potential hires to showcase their personalities before you invite them in for an audition or job interview.

No 9: Provide Thorough Training and Clear Paths for Advancement

Many frontline workers today are looking for more than just a paycheck—they want opportunities for growth and to know that their efforts today will prepare them for the future.

Now might be a good time to review your onboarding processes, skills new hires will need to demonstrate they’re ready to interact with guests, and consider if your ongoing training efforts need freshening up. In addition to training, clearly outline potential career paths within your FEC, and be sure to discuss these (and their related income potential) during interviews and hiring or training events. Showing team members that you’re going to invest in them in both the short and long term can only work in your favor when it comes to retention.

Tuition reimbursement is a fantastic way to foster retention while gaining team bench strength. I worked for a national bank that reimbursed my college education while I worked there. It earned them so much loyalty that I continued to be a banking customer for another 17 years post-employment, despite their higher costs and declining service. Food for thought!

10. Highlight Unique Perks and Benefits

What sets your FEC apart from other employers? Maybe it’s free food, game cards, reciprocal perks from other businesses, team outings, or the chance to dress up in fun costumes. Whatever your unique perks are, make sure to highlight them in your recruitment materials. These little extras can make a big difference in attracting top talent.

Recruiting the right frontline staff for your family entertainment center can be a game-changer. By thinking outside the box and creating an exciting, engaging recruitment process, you’ll not only find the best candidates but also set the stage for a vibrant, happy team. And remember, Happy Team. Happy Guests.™

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