Running a successful family entertainment center business does not just revolve around having the latest or most popular games, attractions, and technology. The heartbeat of every unforgettable guest experience is your front-line team. Your FEC staff can make or break the whole guest experience, and in a competitive industry like the family entertainment and amusement center space, investing in your staff’s training is a necessity.

In fact, a study reveals that 42% of consumers would pay more for a friendly, welcoming experience, which starts with knowledgeable, confident, and empowered employees.

And if you're still wondering why, here are 6 reasons why you need FEC staff training, and how customer success training can future-proof your business:

1. It elevates the guest experience & boosts loyalty.

   The FEC industry is a fast-paced and competitive space where guest experience is everything. Hence, making sure that your guests have a memorable, smooth, and enjoyable time is important in maintaining their trust and keeping them coming back.

   By investing in customer success training, your staff also learns to respond quickly to any situations that may arise, communicate effectively with customers, and anticipate their needs. It’s the kind of advantage that turns first-time guests into lifelong fans.

   Through Embed GoTrain™, operators receive free on-site or virtual training specifically designed to boost Mobile Wallet usage, leading to higher reload values and stronger guest engagement. Take Stars & Strikes' experience, for example. Their post-training results saw Mobile Wallet registrations skyrocket and average reload values soar:

2. It creates career growth opportunities.

   More than providing your FEC staff an avenue for improved knowledge, training also helps empower those who have a potential for leadership. Having go-to team members who also act as ambassadors reduces employee turnover and builds a dependable training system for new or seasonal hires.

3. It increases revenue by maximising your systems.

   Training your FEC staff to maximise different tech systems, such as the Mobile Wallet, helps you drive more than a 5x increase in average reload value. Of course, it also helps you keep up with the recent tech solutions in the FEC industry.

   Employees are more confident in converting guests to adopt systems when they understand how they work and why they matter. Case in point: after their staff completed customer success training through Embed’s GoTrain™ programme, Yakima Family Fun Center saw a 5.4x increase in guest registrations and a 5x rise in average reload value:

   
   

4. It streamlines new-hire onboarding processes.

   FECs often experience seasonal spikes which require quick onboarding. Well-designed training programmes, especially those supported by experienced staff or tech solution experts, allow new hires to get up to speed faster.

   Standout solutions we love are virtual training options such as GoTrain™ Express, a guided online training that helps your team boost Mobile Wallet uptake while offering flexibility to your staff. This makes it easier for your team to keep up with training hours even when the floor is buzzing and their schedule is tight.

5. It teaches you how to be customer-centric.

   A customer-centric mindset develops a new generation of leaders who see the guest experience as the heart of the operation. When your team is properly empowered to prioritise guest needs, embrace technical solutions for your operations, and improve their services, they begin to understand how to be customer-centric in every interaction. Having this culture reinforces why customer success matters and lays down the values that will future-proof your business.

6. It keeps your team aligned & agile.
   You have to be adaptable to stay relevant in the fast-moving world of FECs where customer demand evolves quickly. Trends in customer success now include everything, from seamless mobile payments to real-time guest feedback. Ongoing training can guarantee that your team stays in sync with these trends.

Consistent coaching, performance check-ins, and skill refreshers help keep everyone on the same page and move in the same direction. And the results speak for themselves: an Association for Talent Development (ATD) study shows that those who prioritise employee training see up to 218% higher income per employee. For FEC operators, this lays a foundation for a business that scales with confidence, operates with consistency, and puts the guest experience at the centre every time.

Your games may light up the room, but it’s your people who bring the magic to life. By turning ongoing training into a core strategy, you can future-proof your business, build a customer-centric culture, and turn every staff interaction into an impactful one. This way, your business will set the standard. Get started with Embed GoTrain™ today and turn your team into your FEC’s ultimate winning advantage in the industry.