AttractionPros Podcast

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.   Sondra Shannon is the Chief Executive Officer, and Jake Shannon is the Chief Growth Officer of Gatemaster Technology. With decades of combined experience in operations, business strategy, and technology, Sondra and Jake lead a company that has supported attractions for over 30 years. Gatemaster started as a point-of-sale software provider and has evolved into a full-service solutions partner for attractions of all sizes. In this interview, Sondra and Jake talk about performance coaching, revenue strategy, and technology integration. Performance Coaching “Success is your duty to make sure that your business is protected and that you are growing so that you have generations to pass this on to.” Jake shares how his exposure to performance coaching through Grant Cardone led to a transformational shift in both his personal and professional life. After becoming Cardone's top-ranked coach out of 700 worldwide, Jake applied high-performance business principles to Gatemaster, helping nearly double its revenue. Sondra was so inspired by the results that she and COO Tiffany Blair began their own coaching journey to better serve the attractions they work with. They believe that coaching—more than managing—is the key to unlocking growth, developing leaders, and driving revenue across the industry. Revenue Strategy “We increased revenue by $150,000 between March and May with no new capital investment or labor investment—just strategy.” One of the most impactful themes discussed was helping attractions rethink their revenue opportunities by packaging what they already offer in new ways. Sondra explains how creating family bundles, date night deals, and themed packages for a mini-golf client led to a major uptick in revenue with no added cost. By reframing how products are presented and communicating availability clearly (without feeling like an “upsell”), Gatemaster helps clients personalize the guest journey and maximize spend from the first interaction. Technology Integration “We're now asking ourselves all the time—who's got the kind of problems we can help solve, rather than who can I sell this system to?” As a company that's been serving attractions since 1994, Gatemaster combines technical expertise with operator experience. Sondra and Jake explain how the company has evolved beyond traditional software, adding managed services to help clients navigate staffing shortages, tool fatigue, and operational complexity. Their technology is grounded in business logic and human-centered design—something that traces back to founder Steve, a chiropractor who built systems around ergonomic functionality. With many clients staying on for over a decade, the long-term relationships reflect Gatemaster's philosophy of service, customization, and genuine partnership. You can connect with Sondra and Jake on LinkedIn, or learn more about Gatemaster Technology by visiting gatemaster.com.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com. When a new theme park opens, it's more than a ribbon-cutting—it's a generational milestone. With the debut of Universal's Epic Universe, the attractions industry sees its most significant park opening in the United States in over two decades. In this episode, Matt and Josh talk about the immersive design, emotional resonance, operational innovations, and friction points of Epic Universe—reflecting on their respective visits and unpacking the guest experience from both a fan and professional perspective. A Landmark for the Industry “This is the newest major theme park to open, not just in Central Florida but the largest new theme park to open in the country in the last quarter century.” Matt and Josh reflect on how Epic Universe represents a once-in-a-generation event. The sheer scale, technology, and artistic vision mark a pivotal point for theme park development. From Celestial Park's community-like aesthetic to the themed portals, the park feels intentional and deeply considered. The duo also draws parallels between industry advancements and their personal excitement as fans, recognizing that few other sectors experience a $7 billion innovation that also thrills millions of people. Immersion and Emotional Connection “The second I walked through the portal into Nintendo, I felt like I was spit out through the green pipe and I was right in my childhood.” Josh and Matt compare their emotional connections with the IPs represented in Epic Universe's lands. Josh describes how Super Nintendo World transported him back to childhood, while Matt—less attached to the brand—found the land visually stunning even though it was less personally engaging. Both agree that attractions like Stardust Racers and Monsters Unchained push boundaries in guest immersion. Matt praises how Dark Universe's street character Eigor connects thematically to the ride experience, blurring the line between streetmosphere and narrative continuity. Operational Wins and Friction Points “It was the most seamless locker experience I've ever had... until it wasn't.” While Epic Universe delivers next-gen technology like facial recognition lockers and mobile food ordering, not every implementation is flawless. Josh describes a frustrating locker bay issue that caused a substantial delay. Similarly, Matt notes mobile ordering hiccups and virtual queue limitations, particularly for the Ministry of Magic ride. However, both highlight excellent guest service, including a team member in the Isle of Berk who delivered proactive communication and compassion amid uncertain show schedules. The Re-experience Factor “It's a park that is absolutely re-experiencable... you get that repeat visitation feeling.” Matt and Josh both emphasize Epic Universe's lasting impact. It's not just a one-time visit—it's a park that demands exploration over time. With hidden details, evolving guest flow strategies, and high emotional engagement, Epic Universe offers a compelling case study in how to merge immersive storytelling with thoughtful operations. Matt and Josh applaud the Universal team for crafting a park that has already made history.   Have you visited Epic Universe?  Let us know your thoughts!   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)  

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com. Tyler Adams is the General Manager of the Buffalo Trace Distillery Home Place. With a career that began in the attractions industry at Cedar Point, Tyler brings decades of experience in guest services, marketing, and operations. At Buffalo Trace in Frankfort, Kentucky, he now leads one of the most immersive brand-based visitor experiences in the spirits industry. Buffalo Trace is not only a functioning distillery but also a destination attracting over 700,000 visitors annually. In this interview, Tyler talks about bourbon as an attraction, creating connections with consumers, and recovering before the crisis starts. Bourbon as an Attraction “A lot of our visitors say this was like an adult Disneyland for them.” Tyler describes the Buffalo Trace Distillery as a pilgrimage destination for bourbon enthusiasts. While some visitors may arrive with no prior interest in spirits, many leave with a deep appreciation for the experience. The distillery is steeped in history, with active production taking place on a site that has been distilling for hundreds of years. Unlike fabricated environments, guests witness the genuine operations, including forklifts and barrel transport, as part of their tour. This authenticity, paired with complimentary tastings and educational touchpoints, creates a unique environment where bourbon is not just a beverage—it's the centerpiece of a full-fledged attraction experience. The sensory immersion of walking through historic warehouses and experiencing the sounds and aromas of production connects guests to the brand in a meaningful way. Tyler highlights how guests often leave with a deeper understanding, even if they never become bourbon drinkers. This inclusive approach—paired with tangible takeaways like handcrafted items made from retired barrels—turns Buffalo Trace into a destination that mirrors the magic of traditional theme parks, but with the cultural and historic significance of Kentucky bourbon. Creating Connections with Consumers “Our whole mission is to create connections with our consumers to bring a brand to life.” At Buffalo Trace, the visitor experience is part of the marketing department—deliberately designed to transform consumers into brand advocates. Tyler compares the distillery to other brand homes like World of Coke or the Guinness Storehouse, but emphasizes that Buffalo Trace offers something distinct: authenticity without theming. Rather than a stylized walkthrough, guests engage with the actual production process in real time. These interactions create deep brand loyalty and foster connections not only between the brand and consumers, but also among guests themselves. Tyler notes that many visitors bond with each other during their tours, united by a shared passion. The distillery encourages storytelling, with team members who listen and respond to guests' personal narratives. Through elements like bourbon tastings and handcrafted woodcrafts, visitors leave with more than just a souvenir—they leave with a story and a relationship to the brand. Recovering Before the Crisis Starts “We were preparing for it. And we got to the point where we did everything we could… and actually started planning for recovery.” In early 2024, Buffalo Trace experienced a major flood due to record water levels in the Kentucky River. Tyler shares how the team used forecasting models to anticipate the crisis before it fully struck, allowing them to shift into recovery mode even before the peak flooding occurred. This proactive approach enabled them to reopen in phases—first with pop-up tastings, followed by partial retail access, and eventually full tours. Tyler emphasizes that the key to their successful recovery was collaboration and communication. The leadership team divided responsibilities based on both timing and physical space. Some team members focused on immediate cleanup, while others strategized for future phases of reopening. Communication was also prioritized across all 200 team members, including live video broadcasts and daily updates to ensure transparency. Tyler believes this level of engagement—both internally and externally—was not only critical to recovery, but also a reflection of the brand's value of authenticity. The crisis became a real-time demonstration of Buffalo Trace's commitment to its people and guests.   Visitors interested in touring the distillery can learn more and book a free tour at buffalotracedistillery.com. To connect directly with Tyler Adams, the best place to reach him is on LinkedIn. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com. Organizations often rely on sporadic guest surveys to gather feedback, resulting in limited data and missed opportunities to enhance both the guest experience and operational performance. The challenge is not just about collecting data but about building meaningful relationships with guests at scale. In this episode, Matt and Josh talk about how automating surveys can go beyond data collection to drive engagement, service recovery, and even revenue generation. Beyond the Data: Validating Assumptions “You probably can walk through your venue and say, here are some friction points... but if you gain a large quantity of guests who are also saying the same thing, it helps to justify when you are bringing this into saying, hey, we need to invest in x, y, z.” Even when assumptions about the guest experience seem obvious, large-scale feedback provides the validation needed to secure buy-in for improvements. Automated surveys ensure that decisions are supported by both intuition and data. Strengthening Engagement and Recovery Opportunities “Guests who do fill out a survey are allowing you the opportunity to continue the discussion about what went well with their experience and what fell below their expectation.” Matt and Josh highlight that automated surveys keep the conversation going after a visit, giving guests an outlet to share both praise and complaints. This proactive approach helps capture issues before they escalate to public reviews, increasing satisfaction and creating service recovery opportunities. Optimizing the Feedback Loop for Real-Time Insights “If surveys are automated, then you've got a continuous stream of data... you're getting the real-time feedback from the guest.” Automating surveys provides a steady flow of data, enabling venues to monitor the impact of operational changes in real time. This agile feedback loop allows teams to fine-tune guest experience strategies without waiting for periodic surveys. Leveraging Surveys for Reviews and Revenue “Your survey collection should be a revenue-generating source because you are strengthening the relationship with your guests.” Josh and Matt discuss how surveys can be used to direct promoters toward online reviews, boosting search visibility, while also offering targeted upsells like memberships or bounce-back discounts—turning surveys into a marketing and revenue tool. Building Relationships at Scale “When you're building that positive relationship, it's now less of a chore for that guest to maybe give you feedback and it's more of part of a conversation that you're having.” The core message can be summarized with a single word: relationship. By reframing surveys as a relationship-building tool rather than just a data collection exercise, operators can create deeper connections with guests at scale, making the process feel more personal and less transactional.   What methods are you using to build guest relationships through surveys? Share your ideas and experiences by reaching out through your preferred social media channels or contacting us directly. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.   When attractions look for ways to enhance guest satisfaction and drive revenue, they often focus on major offerings like rides, shows, or food. But sometimes, it's the unexpected and simple additions that can create memorable moments, extend dwell time, and increase spend. In this episode, Matt and Josh talk about how a casual encounter with baby goats at a distillery unexpectedly revealed key lessons about guest engagement, dwell time, and storytelling that apply directly to the attractions industry. Extending Dwell Time Through Unexpected Encounters “Here come the baby goats...and everybody goes crazy. Everybody goes nuts, right? They're going to play with the baby goats... And of course, in my AttractionPros mind, I'm thinking he just got us to stay longer.” Matt shares a personal experience while visiting a distillery where the surprise appearance of baby goats prompted his group to stay longer, enjoy more offerings, and ultimately spend more. This spontaneous addition extended their visit and enriched their experience, demonstrating how small, unexpected moments can slow guests down and deepen their engagement. Cost-Benefit of Non-Revenue Experiences “If you want people to stay longer, think about things that may or may not generate revenue… recognize the cost-to-benefit analysis with that.” Not all guest touchpoints need to be direct revenue drivers. Experiences like interacting with animals—or offering a quiet lounge space—may carry costs but can result in guests lingering longer, increasing spending in other areas, and creating a stronger emotional connection to the venue. Reading Guests and Curating Moments “Reading your guests, understanding what they need and being able to provide something that extends their stay.” Operators have the opportunity to read their guests in real time to identify opportunities for engagement. Whether it's by offering an unexpected encounter or slowing down the pace of the experience, curating these moments can elevate the guest journey while driving both satisfaction and revenue. Surprise and Delight Leads to Stories Worth Sharing “It was something you had not expected... and ultimately, that became the story.” The power of surprise and delight can create memorable stories that guests will share long after their visit. Even small, obscure moments—like interacting with baby goats—can become the most talked-about part of an experience, reinforcing the importance of designing elements that give guests something remarkable to talk about. Storytelling as Part of the Guest Experience “When told in a very engaged and genuine way… it heightens the experience of what you're experiencing.” Matt ties the distillery's storytelling to the themed entertainment industry, underscoring how sharing authentic stories enhances immersion. Whether it's the history of a distillery or the backstory of a ride, embedding guests into the narrative enriches the overall experience and fosters a deeper connection.   What are some of the creative ways you extend dwell time and create shareable moments? Join the conversation by sharing your stories and experiences on social media or by emailing AttractionPros directly.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)  

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.   In many organizations, training is seen as the cornerstone of employee development, particularly in the realm of guest service. However, relying solely on training can lead to missed opportunities to build a truly immersive service culture. The challenge is not whether to train, but how to embed training within a broader, more strategic framework that sustains guest service excellence over time. In this episode, Matt and Josh talk about how training fits into a larger ecosystem of steps to create a guest service culture that goes far beyond initial onboarding. Looking at training from 50,000 feet "What do you want to be known for? What makes you number one in your category?" Matt and Josh emphasize that while training is essential, it is not the sole solution to performance issues, pointing out that organizations often focus on training without questioning if they are teaching the right skills or addressing other factors that impact performance. The conversation highlights the risk of defaulting to retraining when the root cause of issues may lie elsewhere. The first two steps in crafting a guest service culture: establishing a guest experience vision and defining the service standards that will fulfill that vision. This strategic clarity ensures that training aligns with the organization's larger goals and that team members understand not just what to do, but why it matters. Assessing and Sustaining the Standard "How do you know that your team members know what is expected from them?" Ensure comprehension through assessments, ongoing coaching, and reinforcement. Matt and Josh stress that training should not end at the classroom door—it must be followed by observation, feedback, and recognition to keep the standard alive and evolving in daily operations. Celebrating Success and Re-evaluating "Where can team members quickly access success stories that exemplify the guest experience standard?" The importance of celebrating success stories and broadcasting them throughout the organization cannot be overstated. This not only reinforces desired behaviors but also helps to create a motivational feedback loop for team members. The final step—re-evaluating the standard—ensures that guest experience remains dynamic, competitive, and innovative by seeking input from team members and challenging the status quo. How are you building and sustaining your own guest service cultures? Reach out to us on social media with insights, success stories, and creative approaches to crafting memorable guest experiences.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)  

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.   Attractions and hospitality organizations often view name tags as a simple part of the uniform—a box to check to ensure guests know who they're interacting with. However, overlooking the deeper significance behind name tags can lead to missed opportunities in team engagement, guest connection, and even operational accuracy. In this episode, Matt and Josh talk about how a name tag can be a powerful symbol of identity, pride, and personal connection that strengthens both the employee and guest experience. Name Tags as Symbols of Pride and Representation "It was a weighty responsibility, but I felt like I was representing the company." Matt reflects on his personal connection to the name tags he wore throughout his career, recognizing them not just as an identifier, but as a symbol of the company and his role within it. The discussion highlights that when team members are given a name tag, it can become a source of pride and ownership—if organizations frame it that way. Rather than being a disposable piece of plastic, it can represent belonging and responsibility within the company culture. The Risk of Misidentification "What if that person provided an exemplary experience and that guest wrote an online review about that individual or sent in an email or called and said, you absolutely have to recognize Nick?" Josh points out the operational risks of allowing employees to wear random name tags simply to meet uniform standards. Whether the result is a missed opportunity to recognize excellence or a guest complaint directed at the wrong person, the repercussions can erode both guest trust and team morale. By ensuring accurate name tag usage, organizations reinforce the integrity of both the guest experience and internal processes. A Tool for Connection and Storytelling "It was a micro-moment about personalizing the experience. I was the guest. I did this." Josh shares a personal story where a name tag sparked an unexpected connection during a visit to Epic Universe. This anecdote illustrates how name tags can become tools for personalized storytelling, conversation starters, and guest engagement. When name tags include elements like hometowns, passions, or favorite rides, they create openings for guests to connect authentically with team members—turning a small detail into a memorable moment. Elevating the Importance of Name Tags "There could be maybe more of a presentation like here's your name tag. Like this is something that's super important and you should think it's important." Matt suggests that organizations can enhance team pride by elevating the name tag presentation process itself. By treating it as a meaningful rite of passage—rather than a casual handoff from wardrobe—leaders can reinforce the value placed on identity and representation. This small gesture can have a lasting impact on how team members view their role within the company. Practical Tips for Effective Name Tag Use "Make it big enough to read." Matt closes the conversation with a practical reminder for anyone involved in name tag procurement: ensure the text is large enough for guests to read comfortably. A name tag's primary function is to allow guests to identify and connect with employees, and if the name isn't easily visible, the opportunity is lost.   Do you have creative ideas for making name tags more impactful? Matt and Josh encourage you to share your experiences and suggestions. Connect with them on social media or through the AttractionPros website and join the conversation about how small details like name tags can make a big difference in the guest and employee experience.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning. Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com. Reaching 400 episodes is no small feat, but staying consistent comes with its own challenges — keeping the content fresh, meaningful, and reflective of the evolving attractions industry. One of the biggest realizations Matt and Josh have encountered along the way is that the guest experience and the employee experience are deeply intertwined, yet organizations often separate them. By pulling powerful quotes from past AttractionPros episodes — with a little help from AI — Matt and Josh revisit the lessons that show how these two experiences are inseparable and essential for success. In this episode, Matt and Josh talk about the most impactful guest and employee experience insights shared over 400 episodes and how they can have an impact on your attraction. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning. This episode of AttractionPros is brought to you by our friend Eric Fluet at Get it Done Marketing. With 30 years of experience in the attractions industry, Get it Done Marketing offers freelance marketing insight, strategy, and execution—at a fraction of the cost of a full-time hire. Partnering with over 30 parks and resorts from family water parks to large multi-location organizations, Get it Done Marketing fills leadership voids on property and corporate marketing teams, assists with resource allocation and supports emerging marketing professionals. Learn more at getitdonemarketing.com.   Dameon Nelson is a seasoned veteran with the Six Flags organization. With a career spanning more than 30 years in the attractions industry, Dameon has held numerous operational and leadership roles across several Six Flags parks, including Great America, Great Adventure, Discovery Kingdom, and an international post in Beijing, China. Most recently, he worked with Meow Wolf to support operational standardization in their immersive art experiences. In this interview, Dameon talks about Mindset, Motivation, and Mastery, Embracing Change, and Putting Value in Your Team. Mindset, Motivation, and Mastery “You have to be motivated to have meaningful conversations and meaningful discussions with the hope of resolving challenges, or realizing opportunities that can be created as well.” Dameon describes mindset as a critical, yet often overlooked, element in leadership. He emphasizes that leaders must choose how they perceive and approach challenges—whether they allow problems to persist or actively seek solutions. He believes motivation fuels the pursuit of those solutions, not just for oneself but for inspiring others. Mastery, in his view, is about empowering team members to align with values and expectations, not just in theory, but through effective execution. He shared how, in a challenging environment plagued with negativity, he personally committed to understanding the team's frustrations, motivating them through action, and leading them toward improvement—illustrating how mindset, motivation, and mastery intersect to drive positive change. Embracing Change “It's easy to do what you know. But when you get the opportunity to step outside of that and understand that there will be challenges... that, I think, is a mindset that is always beneficial to have.” Dameon's career is a blueprint for embracing change. From his first role as a street sweeper to moving across the world to support Six Flags' international projects, he repeatedly stepped outside his comfort zone. He explains that while some individuals are naturally more open to change, everyone should be willing to pursue it when it benefits their personal or professional growth. His time in Beijing taught him patience, cultural understanding, and the value of vulnerability—especially in moments where progress was difficult. By keeping an open mind and maintaining confidence in his abilities, he was able to navigate uncertainty and unfamiliar environments while continuing to grow as a leader. Putting Value in Your Team “Budgets are built in a boardroom and reality is executed out in the parks.” Dameon challenges the idea of viewing employees as mere expenditures. He advocates for seeing labor and operational resources as investments in guest experience, team morale, and long-term success. He shares several stories, including one where a small, inexpensive investment in costume replacements made a significant impact on team morale. He explains that while it may be difficult to prove direct ROI on such investments, the benefits show up in improved guest satisfaction, reduced turnover, and increased engagement. By asking questions like “How can I help?” and demonstrating vulnerability and support, Dameon fosters trust and shows that even minimal investments can yield disproportionate value for both staff and guests. To connect with Dameon, reach out to him on LinkedIn. For more information about his work and future endeavors, be sure to follow him there.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   This episode of AttractionPros is brought to you by our friend Eric Fluet at Get it Done Marketing. With 30 years of experience in the attractions industry, Get it Done Marketing offers freelance marketing insight, strategy, and execution—at a fraction of the cost of a full-time hire. Partnering with over 30 parks and resorts from family water parks to large multi-location organizations, Get it Done Marketing fills leadership voids on property and corporate marketing teams, assists with resource allocation and supports emerging marketing professionals. Learn more at getitdonemarketing.com. Brian Stovall is the Founder and Managing Partner of Icon Leisure Services. With a career spanning more than three decades, Brian's experience runs the gamut from theme parks and amphitheaters to live concerts and water attractions. He began his journey at Schlitterbahn Waterpark and later worked with House of Blues and Universal, gaining hands-on experience in both operations and entertainment production. Today, Icon Leisure Services is focused on bringing leisure-based multi-use developments to life, offering a unique blend of operational insight and creative design support. In this interview, Brian talks about operational design consulting, visualizing what doesn't exist, and lessons from 30 years in the industry. Operational Design Consulting “Let's start when we can do it with a pencil and eraser rather than a jackhammer.” Brian explains that operational design consulting is about influencing the layout and structure of a facility before construction begins. Traditional operators are often brought in after a venue is built, which leads to costly retrofits and inefficient guest or staff flow. Instead, Brian advocates for embedding operators into the planning phase early on—working alongside architects, engineers, and developers to build spaces that function seamlessly from day one. He shared examples such as walking freezers being placed on the wrong side of a kitchen, which would disrupt workflow, or facilities being designed with no thought for trash removal or vendor access. By introducing an operator's perspective before any concrete is poured, Brian and his team can help prevent these logistical headaches. This approach has led Icon Leisure Services to become a trusted sub-consultant for numerous architecture and engineering firms across the country. Visualizing What Doesn't Exist “You basically have to mentally walk through the park.” When it comes to designing new attractions or multi-use developments, Brian notes the importance—and difficulty—of visualizing something that hasn't been built yet. It's a skill developed over years of experience. He explains that he mentally walks through a future facility, applying all the lessons he's learned across operations, entertainment, and hospitality to anticipate needs for things like power access, water drainage, and guest circulation. He emphasized that this process is not done in isolation. Design teams collaborate and troubleshoot together, adjusting based on feedback and constraints. While budget limitations always factor in, Brian focuses on programming the space first—understanding how it will function—so that infrastructure needs naturally follow. Lessons from 30 Years in the Industry “It really made you appreciate where you are if you know where you've been.” Reflecting on a career that began with picking up tubes and trash at Schlitterbahn, Brian credits early mentors for instilling a strong work ethic and ownership mentality. He explained how those early experiences shaped his current approach to designing operationally efficient facilities, down to minimizing the dreaded “trash trails” from leaking liners. From overseeing massive entertainment venues to running 20-hour-a-day operations in Las Vegas, Brian described how every role added to his understanding of how people move through spaces and how teams function behind the scenes. Today, he takes pride not just in building guest-friendly environments, but also in creating workplaces where staff feel empowered and supported—a key factor, he says, in long-term success.   To learn more about Icon Leisure Services or to get in touch with Brian directly, visit iconls.com or connect via the Icon Leisure LinkedIn page. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)  

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   This episode of AttractionPros is brought to you by our friend Eric Fluet at Get it Done Marketing. With 30 years of experience in the attractions industry, Get it Done Marketing offers freelance marketing insight, strategy, and execution—at a fraction of the cost of a full-time hire. Partnering with over 30 parks and resorts from family water parks to large multi-location organizations, Get it Done Marketing fills leadership voids on property and corporate marketing teams, assists with resource allocation and supports emerging marketing professionals. Learn more at getitdonemarketing.com. Burton Heiss is the CEO of Escapology. With a rich background in the restaurant industry, including leadership roles at Baja Fresh, Wagamama, Nando's, and Buddy's Pizza, Burton brings a business-savvy approach to the world of escape rooms. His career has been centered around high-growth, brand-led companies, which made Escapology—a fast-growing escape room franchise with a strong emphasis on brand identity—a natural next step. In this interview, Burton talks about brand-led businesses, disconnect to reconnect, and the future of escape rooms. Brand-Led Businesses “I always want to work someplace where when I get on the airplane, I don't put a piece of paper in my pocket to cover up the logo.” Burton explains that brand-led businesses have a distinct identity that resonates emotionally with consumers, unlike commodity-driven models. He points out that a brand like Disney evokes excitement and emotional connection, while a commodity might be viewed as interchangeable or forgettable. From a leadership standpoint, he emphasizes that it's easier to rally a team around a brand that stands for something. Employees feel a sense of pride when the brand on their shirt is something others recognize and admire. That internal passion, he says, is contagious and helps permeate enthusiasm throughout the organization. Transitioning from restaurants to attractions, Burton notes that although the escape room industry is relatively new, the foundational leadership principles remain the same. “Leadership is leadership,” he says, emphasizing that strong team culture and strategic planning are transferable across industries when they're rooted in purpose and clarity. Disconnect to Reconnect “What escape rooms offer you is the opportunity to disconnect from your device and reconnect with your friends and family.” Burton describes a key differentiator of escape rooms: the opportunity to truly unplug and engage in a meaningful, shared activity. At a time when screens dominate daily life, Escapology encourages people to step into immersive environments that demand teamwork, communication, and critical thinking. This idea of “disconnect to reconnect” isn't just a catchy phrase—it's central to the guest experience. He also addresses common misconceptions that may prevent people from trying an escape room, such as fears of being physically locked in. Escapology aims to overcome that barrier with inviting locations in mainstream retail environments and licensed IP like Scooby-Doo and Batman. These approachable themes lower the intimidation factor and encourage first-timers to take the leap. Once they do, he says, most guests are hooked by the joy and adrenaline of the experience. The Future of Escape Rooms “We want to continue to make things feel seamless, that they just happen… Technology is a great way to do that.” Looking ahead, Burton sees the future of escape rooms becoming increasingly immersive and emotionally resonant. He notes a shift from puzzle-centric gameplay to experiences that prioritize atmosphere and storytelling. Recent games like Haunted House and Pirate's Curse focus heavily on set design and narrative, offering guests more than just a mental challenge—they're stepping into a different world. Innovation will also come in the form of technology integration, but with intentionality. Escapology uses tech to support the story rather than distract from it, aiming for those moments of awe and surprise—like a magic trick that leaves guests wondering how it all worked. As the industry grows, Burton predicts greater consolidation and sophistication, with larger players like Escapology leading the charge by investing in high-quality game development and expanding their franchise model worldwide. To learn more about Escapology or to get in touch with Burton, visit escapology.com. Burton can be reached directly at burton.heiss@escapology.com.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)  

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   This episode of AttractionPros is brought to you by our friend Eric Fluet at Get it Done Marketing. With 30 years of experience in the attractions industry, Get it Done Marketing offers freelance marketing insight, strategy, and execution—at a fraction of the cost of a full-time hire. Partnering with over 30 parks and resorts from family water parks to large multi-location organizations, Get it Done Marketing fills leadership voids on property and corporate marketing teams, assists with resource allocation and supports emerging marketing professionals. Learn more at getitdonemarketing.com. Anne Shimerdla is the CEO of Blank Park Zoo in Des Moines, Iowa. Her career began with an internship at the zoo nearly three decades ago, leading her through various roles in education, operations, and HR before stepping into her current leadership position. Blank Park Zoo is a 30-acre, AZA-accredited nonprofit zoo that engages approximately 500,000 guests annually and is driven by a mission centered on conservation, education, research, and recreation. In this interview, Anne talks about balancing recreation with education, animal welfare standards, and who she believes is the least important person at the zoo. Balancing Recreation with Education “We cannot do our mission without the attractions component.” Anne explains that the zoo's mission—to foster conservation, education, and research—is intrinsically linked to its ability to attract and engage visitors. She emphasizes the importance of balancing the business and ecological aspects of the organization, drawing on her background in both ecology and business administration. By making the guest experience enjoyable and memorable, the zoo creates a pathway for people to connect with its mission. From offering unique experiences like feeding giraffes to developing inclusive programming and exhibits, Blank Park Zoo aims to captivate diverse audiences and deepen their appreciation for animals and conservation. This dual focus means the zoo must cater to both the physical and intellectual needs of guests. Whether it's interactive exhibits, educational signage, keeper chats, or social media storytelling, every touchpoint is designed to spark curiosity and inspire conservation action. Anne notes that engaging experiences are critical not only for education but also for generating the revenue necessary to support animal care and the zoo's long-term sustainability. Animal Welfare Standards “The emphasis on animal welfare has really evolved… not only are we meeting the physical needs of the animal, but really focusing on that social and mental need.” Anne highlights the zoo's commitment to the comprehensive well-being of its 3,000 animals. Over the past two decades, animal care has shifted from simply meeting physical needs to also prioritizing mental and emotional welfare. For example, the zoo carefully considers whether animals are social or solitary, and designs habitats and routines to reflect natural behaviors. Staff members conduct daily observations and periodic welfare assessments that include input from zookeepers, veterinarians, educators, and guest services. She also addresses a common challenge: public misinterpretations of animal behavior. For instance, lions naturally sleep up to 20 hours a day, a fact that may be misunderstood by guests as boredom or poor welfare. To combat these assumptions, the zoo uses multiple educational tools—from signage to social media to personal interaction—to convey accurate information and promote transparency. Anne sees social media as a particularly powerful tool that serves both marketing and education purposes, helping demystify zoo operations and engage guests before, during, and after their visit. The Least Important Person “I firmly believe I am the least important person here.” Anne's leadership philosophy is rooted in humility and a deep respect for her team. Despite her title, she views her role as one of support and barrier removal, rather than command. She emphasizes that it's the educators, zookeepers, and guest service staff—those on the front lines—who are the most essential to delivering the zoo's mission. Her goal is to empower staff by encouraging innovation, supporting new ideas, and fostering a collaborative environment. This mindset was especially impactful during the challenges of 2020, when the zoo faced closures and operational shifts due to the pandemic. Anne leaned into flexibility and teamwork, reallocating staff to care for animals and maintain operations. Her approach ensured that morale stayed high and the zoo continued to serve the community—even turning parking lots into drive-through experiences and launching virtual programming. Anne's ability to lead with empathy and curiosity has made a lasting impact on Blank Park Zoo's culture and resilience.   To learn more about Blank Park Zoo, visit BlankParkZoo.com or follow them on Facebook, Instagram, or YouTube. For direct inquiries, you can reach out through the zoo's social media channels or the contact information provided on their website. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   This episode of AttractionPros is brought to you by our friend Eric Fluet at Get it Done Marketing. With 30 years of experience in the attractions industry, Get it Done Marketing offers freelance marketing insight, strategy, and execution—at a fraction of the cost of a full-time hire. Partnering with over 30 parks and resorts from family water parks to large multi-location organizations, Get it Done Marketing fills leadership voids on property and corporate marketing teams, assists with resource allocation and supports emerging marketing professionals. Learn more at getitdonemarketing.com. Employee recognition programs are essential for fostering motivation and engagement in the workplace. However, many attractions struggle to design programs that are sustainable, meaningful, and relevant to their employees. A poorly structured recognition program can lead to confusion, disengagement, and even demotivation. In this episode, Matt and Josh talk about the key components of an effective employee recognition program and share insights on how to make it valuable, scalable, and engaging for team members. Authenticity in Recognition "A recognition program can spark motivation, but it should be something that team members naturally want to perform the actions for, regardless of the reward." A successful recognition program must be authentic. If employees feel like they are being rewarded for actions they would have taken anyway, the program enhances intrinsic motivation rather than feeling like a transactional exchange. Leaders should ensure that recognition feels genuine and aligns with the company's core values. Keeping it Simple and Relevant "Too often, companies get carried away with layering in additional complexity, making it harder for employees to adopt and understand." A recognition program should be intuitive and easy to understand. When companies overcomplicate incentives with excessive criteria, rules, or unnecessary gamification, employees can lose sight of what they are working toward. Matt and Josh emphasize the importance of designing a straightforward program that reinforces behaviors that leadership wants to encourage while ensuring its relevance to different roles within the organization. Making Recognition Valuable and Scalable "The success of your recognition program should not mean an ever-growing expense." A well-designed program does not have to come with a high price tag. Many successful recognition programs involve low-cost yet high-value rewards, such as choosing break times, getting priority in scheduling, or personalized notes from leadership. By thinking creatively, companies can make their programs both meaningful and financially sustainable. Recognition Should Be Flexible and Tailored "We hear often that recognition should be public and coaching should be private, but public recognition only works if the team member is comfortable with it." Different employees appreciate recognition in different ways. Some prefer public acknowledgment, while others value a private thank-you. By understanding individual preferences, leaders can ensure that recognition resonates rather than feeling forced. Personalization is key to making employees feel seen and appreciated. Employee Recognition Should Be Fun! "Your recognition program should be as fun as it is rewarding. Think about the energy of something like the Savannah Bananas and bring that excitement to your team." Fun and engagement should be at the heart of any recognition program. Whether it's through gamification, creative reward structures, or lighthearted competition, employees should enjoy participating. If recognition becomes a chore, its effectiveness diminishes.   Have you implemented a program that has worked well in your organization? Do you have insights into what makes recognition meaningful? Reach out on social media or email attractionpros@gmail.com to join the conversation! This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Where will the attractions industry go next? Find out at IAAPA North America Summit, March 30 – April 1, 2025, at Disney's Grand Californian Hotel. Join executives, innovators, and thought leaders to build connections, explore trends through exclusive EDUTours, and gain strategic insights to put into action tomorrow. This Summit offers a unique opportunity to learn and grow alongside the industry's best. Don't miss the chance to shape the future of the attractions industry. Register Today! Training is an essential part of employee development, but a one-time session is rarely enough to ensure long-term success. Many organizations struggle with finding the balance between equipping employees with the knowledge they need upfront and reinforcing that learning over time. Without ongoing reinforcement, employees may struggle to retain information, lack confidence in their roles, and ultimately provide a subpar guest experience. In this episode, Matt and Josh talk about the importance of ongoing training and development, exploring how organizations can build confidence and competence over time to improve both employee performance and guest satisfaction. The Most Important Part of Training "The way that they could take what they're learning and immediately see it through their lens and apply it directly to the specific aspects of their job duties... That's the most important part.” Training is only effective if employees can connect it directly to their roles. The best training programs help team members understand the practical applications of what they're learning, ensuring they can implement new knowledge in real-world situations. The Importance of Ongoing Learning "The learning doesn't stop just because the training does." Employees absorb and process information at different rates. Some may excel with a single training session, while others need repeated reinforcement. Instead of relying on one-time training events, organizations should adopt a continuous learning model that provides opportunities for employees to practice, fail, and improve over time. Balancing Immediate Performance Needs with Long-Term Growth "We need you to have the standard that we expect from you. Therefore, the bandwidth to fail maybe tightens a little bit." Organizations must balance the necessity of immediate performance with the reality that true skill development takes time. Investing in early training while implementing ongoing reinforcement helps employees develop without compromising the guest experience. The Know-Feel-Do Framework "What do you want them to know? How do you want them to feel? And what do you want them to do?" The Know-Feel-Do framework provides a structured approach to training: Know – What key information should employees retain? Feel – How should they emotionally connect to the training? Do – What actions should they take after the training? By incorporating all three elements, organizations can ensure training is engaging, relevant, and actionable. Reinforcement Through Daily Operations "If you're not the one leading the charge in terms of training, employees will learn from someone else – and you might not like the outcome." Training shouldn't exist in isolation. Organizations can integrate learning into daily operations by: Holding structured pre-shift meetings with quick training refreshers. Providing real-time coaching and feedback. Using guest interactions and real-life scenarios to reinforce learning. Encouraging a Culture of Learning "People want to learn more. They want to continue to be challenged." Creating an environment where learning is continuous fosters engagement and retention. Employees who feel supported in their development are more likely to stay motivated and committed to delivering high-quality service. What strategies does your organization use for ongoing employee training? Share your thoughts with us! This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Where will the attractions industry go next? Find out at IAAPA North America Summit, March 30 – April 1, 2025, at Disney's Grand Californian Hotel. Join executives, innovators, and thought leaders to build connections, explore trends through exclusive EDUTours, and gain strategic insights to put into action tomorrow. This Summit offers a unique opportunity to learn and grow alongside the industry's best. Don't miss the chance to shape the future of the attractions industry. Register Today! Allen Greene is the Senior Design Director at Ark Encounter and the Creation Museum. With a background in theme park design and experience working at Kings Island and with firms like Jack Rouse Associates, Allen brings a wealth of expertise in immersive storytelling and attraction development. The Ark Encounter, a life-size recreation of Noah's Ark in Williamstown, Kentucky, and the Creation Museum, located 45 minutes away, are part of Answers in Genesis, an organization dedicated to faith-based educational experiences. In this interview, Allen talks about building the ark, designing through the lens of the guest, and faith-based attractions. Building the Ark “It was a unique goal for our team to try to recreate as real as possible Noah's Ark, but also in such a way that it's a themed experience that anybody can walk into.” Constructing the Ark Encounter was a massive undertaking that combined biblical history with modern building techniques. The Ark itself is the largest timber-frame structure in the world, standing at 510 feet long, 85 feet wide, and 51 feet tall. Allen describes the meticulous planning process, including consulting with shipbuilding experts and using standing-dead Engelmann spruce harvested from Utah. The project required a balance between authenticity and modern guest expectations, incorporating accessibility features such as elevators and ramps while maintaining the look and feel of an ancient ship. The design team worked in parallel with fabricators to build immersive exhibits inside the Ark, ensuring that guests could engage with the story of Noah in a meaningful way. Designing Through the Lens of the Guest “Having a frontline exposure, and seeing what guests naturally do, the questions they ask, the desires they have, that comes into the designs that we think about every day.” Allen's early career in ride operations at Kings Island helped shape his approach to attraction design, giving him first hand insight into guest behavior and operational challenges. This experience influences his design philosophy at Ark Encounter, where guest flow and storytelling are seamlessly integrated. The Ark's three decks follow a structured narrative—preparing for the flood, life on the Ark, and life after the flood—providing a mix of immersive sets, historical exhibits, and interactive displays. Balancing thematic integrity with practical functionality, the team ensures that guests not only experience the story but also navigate the attraction comfortably. By continuously evaluating guest feedback and operational pain points, the team refines exhibits and pathways to enhance the visitor experience. Faith-Based Attractions “What we're trying to create is more than just a fun day at a park. It's more than just escapism. We want people to experience an encounter, not just with the Ark, but with God.” Faith-based attractions like Ark Encounter differ from traditional theme parks in that they strive to provide a deeper, more meaningful experience for visitors. Allen explains how their mission extends beyond a single visit, offering resources such as books, educational programs, and Vacation Bible School materials to help guests continue their journey at home. He also acknowledges the challenges of catering to a specific audience while maintaining an inclusive environment where all visitors, regardless of faith, feel welcome. The team aims to balance entertainment and education, using modern tools like virtual reality to bring biblical stories to life in new and engaging ways. The demand for wholesome, family-friendly attractions continues to grow, and Ark Encounter seeks to meet that need by providing a space where guests can both enjoy and reflect.   For more information about the Ark Encounter, the Creation Museum, and upcoming events like Spark at the Ark, visit arkencounter.com, creationmuseum.org, or answersingenesis.org. You can also connect with Allen on LinkedIn. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Where will the attractions industry go next? Find out at IAAPA North America Summit, March 30 – April 1, 2025, at Disney's Grand Californian Hotel. Join executives, innovators, and thought leaders to build connections, explore trends through exclusive EDUTours, and gain strategic insights to put into action tomorrow. This Summit offers a unique opportunity to learn and grow alongside the industry's best. Don't miss the chance to shape the future of the attractions industry. Register Today! Tony Sanders is the General Manager of Old Tucson. With a career spanning multiple operators in the attractions industry, including Six Flags, Merlin, and Fun Spot, Tony has held leadership roles in operations, HR, and revenue management. Old Tucson, a unique combination of a working movie studio and an immersive Wild West attraction, has a deep-rooted history in the film industry and a strong connection to the local community. In this interview, Tony talks about Wild West entertainment, immersion without technology, and the 4 P's of leadership. Wild West Entertainment “We call ourselves a Wild West entertainment park because most of the attractions that you will see or experience are live entertainment-based.” Old Tucson is unlike traditional amusement parks, as its core experience is centered around live entertainment rather than rides. Guests are immersed in a true Western setting with gunfight stunt shows, can-can performances in the Grand Palace Saloon, and interactive experiences. Tony describes how the park's authenticity is enhanced by horse-drawn wagons, period characters, and even livestock roaming the dirt streets, bringing the Old West to life in a way that is both theatrical and historically rooted. This unique entertainment model makes Old Tucson stand out from traditional theme parks, offering an experience that feels like stepping onto the set of a classic Western film. Immersion without Technology “We have a thing called road apples here. That's where the animals who walk leave a little something on the road as they go by. That's immersive. You're going to smell it. You're going to see it.” Unlike many modern attractions that rely on screens and digital elements to create immersive experiences, Old Tucson relies entirely on its physical environment. Tony explains that the goal is to make guests feel like they've stepped back in time, using sensory immersion rather than technology. The sights, sounds, and even smells of the Old West contribute to a level of authenticity that can't be replicated with virtual reality or augmented reality. Characters roam the park engaging with guests, forming relationships before they even step into a live show. The emotional connection is so strong that when a beloved character meets their fictional demise in a performance, audience members audibly react, proving that true immersion is about storytelling, not screens. The 4 P's of Leadership “If I live these four P's, I'm trying to believe in this philosophy for my team.” Tony describes his leadership philosophy through the 4 P's: Professionalism – Treating guests, employees, and vendors with respect and maintaining a high standard of conduct. Proactive – Anticipating challenges before they arise and instilling a mindset of forward-thinking in his team. Positivity – Keeping an optimistic outlook and encouraging the same in others, even during difficult times. Passion – Leading with enthusiasm and sharing a love for the industry that inspires his team. Tony emphasizes that leadership is not just about giving direction but about building trust. He believes in strong, honest communication and encourages his team to voice concerns directly to him. He also conducts “proactive Tony walks,” where he challenges his team to identify areas for improvement in the park, helping them develop an instinct for anticipating and solving problems before they escalate.   For those who want to learn more about Old Tucson, visit oldtucson.com or follow them on social media. Tony can be contacted via LinkedIn for industry discussions and networking. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Where will the attractions industry go next? Find out at IAAPA North America Summit, March 30 – April 1, 2025, at Disney's Grand Californian Hotel. Join executives, innovators, and thought leaders to build connections, explore trends through exclusive EDUTours, and gain strategic insights to put into action tomorrow. This Summit offers a unique opportunity to learn and grow alongside the industry's best. Don't miss the chance to shape the future of the attractions industry. Register Today! Mark Moore is the Vice President and General Manager of Gulf Islands Waterpark in Gulfport, Mississippi. With nearly 30 years of experience in the water park industry, Mark started his career as a lifeguard and has since played a pivotal role in developing operational efficiencies and guest experience strategies. Gulf Islands Water Park, which opened just weeks before Hurricane Katrina in 2005, has grown into a regional attraction, drawing visitors from across the Gulf Coast. In this interview, Mark talks about cabanas as daytime hotels, balancing demand with dynamic pricing, and free soft drinks. Cabanas as Daytime Hotels “I said to a friend who operates a park with over 100 cabanas, ‘So you're a daytime hotel,' and he kind of cocked his head at me and said, ‘I never thought about it that way.'” Mark shared an insightful perspective on the role cabanas play in the water park experience. He compared them to hotel rooms, emphasizing how guests use them as a home base for relaxation, much like a hotel stay. The average length of a hotel stay, when excluding sleeping hours, is similar to the average duration of a visit to a water park—around four to five hours. With this in mind, Gulf Islands Water Park has considered adding amenities typically found in hotels, such as towels, cushioned seating, and concierge-style service, to elevate the cabana experience. Recognizing cabanas as more than just an upcharge but rather a premium hospitality experience has allowed them to enhance guest satisfaction and increase demand for these spaces. Balancing Demand with Dynamic Pricing “It took about two years to convince ownership, but once we did, we saw our weekday attendance grow by 8 to 10%, while peak weekend crowds eased up by about 2 to 3%.” Mark discussed the journey of implementing dynamic pricing at Gulf Islands Water Park, a process inspired by his experience in hotel management. The idea was initially met with hesitation, but after demonstrating how businesses across various industries use demand-based pricing to influence consumer behavior, ownership came on board. The result has been a more evenly distributed attendance pattern, reducing strain on peak days while incentivizing visits on traditionally slower weekdays. The messaging around dynamic pricing has been carefully framed to highlight guest value—focusing on the savings of visiting during less crowded periods rather than the higher cost of peak days. Over time, guests have embraced the model, with many now purchasing tickets in advance to secure the best possible rate. Free Soft Drinks “We had done everything we could to speed up our food service, but then we realized the biggest bottleneck was people deciding on drinks. Offering free soft drinks eliminated that completely.” Inspired by Holiday World's long-standing free soft drink program, Gulf Islands Water Park introduced complimentary fountain drinks as a way to improve efficiency and enhance guest experience. The results were immediate—food and beverage revenue increased by 20% in the first year, and the overall guest experience improved as wait times at food stands significantly decreased. Instead of bottlenecks forming as guests debated drink choices, they now receive their food quickly and grab a drink at self-serve stations. While there were initial operational challenges, such as managing cup waste, the overall benefits far outweighed the drawbacks. The move has been a major marketing win, with guests frequently citing free drinks as a key perk of visiting the park. Gulf Islands Water Park continues to evolve by embracing innovative operational strategies and guest-centric enhancements. To learn more about the park, visit gulfislandswaterpark.com. Mark Moore can be reached via email at mark@gulfislandswaterpark.com or by phone at 228-297-6972. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Where will the attractions industry go next? Find out at IAAPA North America Summit, March 30 – April 1, 2025, at Disney's Grand Californian Hotel. Join executives, innovators, and thought leaders to build connections, explore trends through exclusive EDUTours, and gain strategic insights to put into action tomorrow. This Summit offers a unique opportunity to learn and grow alongside the industry's best. Don't miss the chance to shape the future of the attractions industry. Register Today! Shawn Whitman is the Vice President of Membership and Guest Experience at Zoo Atlanta. With a background in exercise physiology, Shawn's career journey took him from the fitness industry to the world of zoos and aquariums, where he now oversees membership, admissions, rides, guest experience, and more. His role is crucial in ensuring that Zoo Atlanta provides an engaging and educational experience while fostering strong connections with guests and members. In this interview, Shawn talks about saying yes to everything, exercising guest experience muscles, and looking through the lens of the guest. Saying Yes to Everything "When I was newer in my career, I was just so eager to learn anything and everything that I could." Shawn attributes much of his career growth to his willingness to say yes to new opportunities. From his early days at the YMCA, where he took on multiple roles, to his expansion of responsibilities at Zoo Atlanta, Shawn's mindset of embracing new challenges has led to tremendous professional development. He believes that saying yes opens doors to learning, collaboration, and career advancement. Even when opportunities pushed him outside his comfort zone, his openness to new experiences helped him build expertise across various departments. This philosophy has also shaped his approach to leadership, where he encourages his team to be adaptable and open to growth. Exercising Guest Experience Muscles "Just like with exercise, you have to be consistent in your approach to guest experience, continually refining and improving." Drawing from his background in exercise physiology, Shawn makes a compelling connection between fitness and guest experience. Just as muscles need to be trained consistently to stay strong, organizations must continuously refine their guest experience strategies. At Zoo Atlanta, guest feedback is reviewed regularly to identify opportunities for improvement. Shawn emphasizes the importance of tracking patterns in visitor feedback, much like tracking fitness progress, and adjusting strategies accordingly. Whether it's enhancing signage, improving wayfinding, or refining service training, his approach ensures that the guest experience remains dynamic and evolving. Looking Through the Lens of the Guest "I visit the zoo in incognito mode to see it exactly as a guest does." Shawn makes a habit of walking through Zoo Atlanta as an ordinary visitor, removing his name tag and observing interactions firsthand. This approach allows him to see potential pain points in the guest journey and make necessary adjustments. Whether it's noticing which areas guests tend to overlook, observing how they navigate the park, or hearing their feedback in an unfiltered way, this strategy provides invaluable insights. He also emphasizes the importance of knowing when to engage with guests and when to step back, ensuring that their experience is both immersive and uninterrupted. Shawn encourages his team to adopt this mindset, ensuring that every decision made prioritizes the visitor's perspective. By aligning guest experience improvements with the zoo's mission, his team fosters stronger connections between visitors and conservation efforts.   Shawn can be reached on LinkedIn. To learn more about Zoo Atlanta and its initiatives, visit zooatlanta.org or follow them on social media for updates on events, conservation efforts, and guest experiences.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Where will the attractions industry go next? Find out at IAAPA North America Summit, March 30 – April 1, 2025, at Disney's Grand Californian Hotel. Join executives, innovators, and thought leaders to build connections, explore trends through exclusive EDUTours, and gain strategic insights to put into action tomorrow. This Summit offers a unique opportunity to learn and grow alongside the industry's best. Don't miss the chance to shape the future of the attractions industry. Register Today! Frank Nunez is the President of FrankNDesign. With a background in architecture and a passion for leveraging technology in design, Frank transitioned from traditional architecture to themed entertainment. His company, FrankNDesign, specializes in integrating digital modeling into themed design, helping to bridge the gap between creative vision and practical implementation. In this interview, Frank talks about themed design software, identifying issues before construction, and jillyfraz. Themed Design Software "Revit was going to be an arranged marriage. Either I was miserable my whole life, or I fell in love and enjoyed the arranged marriage after all." Frank discussed the evolution of architectural software and how the themed entertainment industry was lagging behind other fields in digital integration. He recognized that while video game designers and filmmakers had advanced tools to create immersive environments, architecture was still relying on rudimentary CAD systems. This led him to explore ways to bring digital intelligence into design, ultimately resulting in FrankNDesign's approach to using Revit for themed entertainment. By translating creative visions into 3D architectural models, FrankNDesign helps designers and architects collaborate more efficiently while maintaining artistic integrity. Identifying Issues Before Construction "Everybody knows that it's a lot cheaper to change it digitally by moving a mouse than it is by cutting a piece of rock work in the field." A major benefit of FrankNDesign's approach is the ability to identify potential clashes between themed elements and structural necessities before construction begins. By working directly within Revit, their models coexist with architectural designs, allowing designers to foresee problems such as ventilation placement, exit sign visibility, and rockwork integration. Frank emphasized how this process prevents costly and time-consuming field modifications by resolving these conflicts in a digital space first. The result is a more seamless, immersive environment that aligns with both guest expectations and operational needs. Jillyfraz "Our rock work, our jillyfraz, the pretty stuff that makes the— we are in charge of everything the guest sees." Frank introduced the term "jillyfraz" to describe the intricate themed elements that make up the visual storytelling of an environment. These are the immersive details—rockwork, signage, facades—that transport guests into another world. His team specializes in ensuring that these elements are both aesthetically accurate and structurally feasible, blending creativity with technical precision. By refining the details before construction begins, FrankNDesign helps maintain the integrity of themed experiences while ensuring practical functionality behind the scenes.   For those interested in learning more about FrankenDesign or getting in touch with Frank, visit https://frankndesign.com. The company is also active on Instagram, LinkedIn, Facebook, and Twitter. Frank encourages industry professionals to reach out via their website's contact page or at info@frankendesign.com. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Where will the attractions industry go next? Find out at IAAPA North America Summit, March 30 – April 1, 2025, at Disney's Grand Californian Hotel. Join executives, innovators, and thought leaders to build connections, explore trends through exclusive EDUTours, and gain strategic insights to put into action tomorrow. This Summit offers a unique opportunity to learn and grow alongside the industry's best. Don't miss the chance to shape the future of the attractions industry. Register Today!   Brian Kilpatrick is the Chief Operating Officer of Trinity Park Conservancy. With nearly four decades of experience in the attractions and hospitality industry, Brian has built a career that spans multiple disciplines, including food and beverage, retail, finance, and operations. His journey began at SeaWorld, where he spent 35 years, and later took him to leadership roles at Anakeesta and the Artis—Naples performing arts center. Now, at Trinity Park Conservancy, he is focused on creating accessible and sustainable green spaces for the Dallas community. In this interview, Brian talks about building green space intentionally, being a good listener, and getting to know the community. Building Green Space Intentionally "We are building Dallas's Central Park." Trinity Park Conservancy's mission is to transform the Trinity River into a connected and accessible green space for the Dallas community. Brian emphasizes the importance of designing Harold Simmons Park with clear intent, ensuring it serves as more than just a recreational area—it's a space for nature, conservation, and community gathering. The project spans 250 acres and is designed to unite Dallas through a series of scenic overlooks, improved pedestrian access, and a deep focus on sustainability. Drawing from his theme park background, Brian applies best practices in operational planning to ensure the park remains well-maintained and inviting for years to come. Being a Good Listener "I've learned over the years, and again, I think it's evolved into my style today, that you really have to be inclusive of what you're going to use from a knowledge base and experience base to make a decision." Throughout his career, Brian has adapted his leadership style to focus on active listening and inclusivity. Early in his career, he admits to being more assertive, but over time, he realized the power of truly understanding the perspectives of others before making decisions. At Trinity Park Conservancy, listening plays a central role in ensuring the project aligns with community needs. Whether it's gathering feedback from stakeholders or engaging in conversations with local residents, Brian stresses the importance of hearing different viewpoints to create a space that reflects the desires of those it serves. His ability to synthesize insights from various sources, including community members and industry peers, has been instrumental in shaping the vision for Harold Simmons Park. Getting to Know the Community "I can tell you without a doubt, if I walked you through the park plan today, the elements of the park are what the community told us they wanted." Brian recognizes that for Trinity Park Conservancy to be successful, it must reflect the unique needs of the people it serves. Understanding the historical and socioeconomic landscape of Dallas, he and his team have taken a grassroots approach to community engagement. By meeting with residents, attending local board meetings, and walking the grounds himself, Brian has built connections that help inform the park's development. The Conservancy's commitment to listening to the community has led to a park design that directly incorporates their input, ensuring it fosters inclusivity and unity. Brian's leadership ensures that Harold Simmons Park is not just a project but a shared vision with the people of Dallas.   Brian Kilpatrick can be reached via LinkedIn or by email at Brian.Kilpatrick@TPCDallas.org. To learn more about Trinity Park Conservancy and the development of Harold Simmons Park, visit www.TPCDallas.org. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   This episode is brought to you by New Vue. New Vue is a team of attractions experts providing an ‘all-in-one' reporting suite for attractions businesses. Their reporting solution empowers attraction leaders to make well-informed decisions, based on real-time data. New Vue also build slick websites that elevate your digital guest experience and provide strategic support to help you with booking systems and all of your IT needs. Clara Rice is the Director of Global Marketing at Adirondack Studios. With a career spanning over 17 years in the attractions industry, Clara has worn multiple hats, from theater management to marketing leadership, and has a passion for storytelling and cultural attractions. Adirondack Studios is a renowned design and fabrication company that has been bringing creative visions to life for 50 years. In this interview, Clara talks about your workplace vs. your worth place, the importance of transparency, and building marketing from scratch. Your Workplace vs. Your Worth Place "Make sure you're separating your professional goals from your personal goals." Clara shares this key piece of advice from her father, emphasizing the importance of distinguishing between your identity within your workplace and your personal worth. She notes how easy it is to tether one's identity to the brand they work for, potentially losing sight of personal aspirations. Clara also highlighted her LinkedIn posts, where she dives into these topics, helping others find clarity and purpose in their careers. By maintaining a balance, she believes people can better define their individual goals while thriving professionally. The Importance of Transparency "I am very honest, and that comes from the fact that I have benefited from the honesty of others." Clara discussed how sharing personal stories, especially about her sobriety and mental health journey, has inspired her professional connections and LinkedIn audience. Her openness has fostered trust and motivated others to reach out with their own struggles, creating meaningful conversations around vulnerability and wellness. Clara's candor extends to her involvement with the TEA Wellness Council, which focuses on preventing burnout and creating thriving workplace communities. Building Marketing from Scratch "Being a best-kept secret is probably not the best growth strategy for the next 50 years." Clara recounted her journey at Adirondack Studios as their first-ever Director of Global Marketing, a role that she created from the ground up. Her "Make a Scene" campaign became a transformative initiative, celebrating the company's talent and empowering all 300 employees to feel part of the brand's story. From developing recruiting tools to engaging content, Clara detailed how she built a marketing department that not only showcased Adirondack's capabilities but also fostered a collaborative culture across its global locations.   To learn more about Adirondack Studios, visit wemakeascene.com. Clara can be reached directly via LinkedIn for further insights into her work and the company. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   Clara's headshot photo credit: Matt Witherspoon Photography   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   This episode is brought to you by New Vue. New Vue is a team of attractions experts providing an ‘all-in-one' reporting suite for attractions businesses. Their reporting solution empowers attraction leaders to make well-informed decisions, based on real-time data. New Vue also build slick websites that elevate your digital guest experience and provide strategic support to help you with booking systems and all of your IT needs. Jim Futrell is the Historian for the National Amusement Park Historical Association and IAAPA. With over 40 years of experience researching and preserving amusement park history, Jim has authored multiple books and articles on the subject and is recognized as a leading voice in the field. In this interview, Jim talks about amusement park history, putting context on history, and shared experiences across generations. Amusement Park History “One of the first watershed moments in amusement park history was the 1893 World's Columbian Exposition in Chicago. It gave birth to the modern amusement park industry.” Jim discussed how the exposition introduced the Midway Plaisance, which became a blueprint for amusement parks worldwide. Attractions like the Ferris wheel captivated visitors, and the fair's profitability from entertainment inspired park developers to embrace thrilling rides and immersive environments. Jim highlights key moments, such as the development of John Miller's under-friction wheel in 1919, which revolutionized roller coaster safety and design. This innovation allowed coasters to evolve from scenic rides to thrilling centerpieces of amusement parks. According to Jim, these milestones laid the foundation for the resilient and ever-evolving amusement park industry we know today. Putting Context on History “Being a true historian isn't just memorizing facts—it's about contextualizing them within a broader framework.” Jim emphasized how understanding historical context deepens our appreciation of amusement parks. For instance, he explored how global events like World War I and II transformed the industry. After World War II, the rise of suburbanization and interstate highways shifted parks from urban centers to sprawling suburban attractions, such as Disneyland. He also shared examples of how past myths about the industry, such as Disney's alleged detachment from IAAPA or the history of Blackpool Pleasure Beach's membership, were debunked through diligent research. For Jim, the essence of amusement park history lies in connecting these moments to broader societal changes. Shared Experiences Across Generations “Amusement parks are one of the few places where you can share the same experience across generations.” Jim passionately described how amusement parks enable families to create multi-generational memories. He shared a personal story about how his family has ridden Kings Island's carousel for six generations, underscoring the industry's ability to preserve nostalgia while remaining relevant to new audiences. Jim noted that balancing tradition with innovation is critical for parks. They must honor iconic attractions while introducing new experiences that resonate with modern guests. For example, parks like Knoebels and Kennywood have thrived by preserving their history and making forward-thinking investments.   Jim Futrell's dedication to preserving amusement park history offers valuable insights into how the industry's past shapes its future. To connect with Jim directly, you can reach him on LinkedIn or Facebook. To learn more about the National Amusement Park Historical Association and IAAPA, visit their websites.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   This is episode is brought to you by New Vue. New Vue is a team of attractions experts providing an ‘all-in-one' reporting suite for attractions businesses. Their reporting solution empowers attraction leaders to make well-informed decisions, based on real-time data. New Vue also build slick websites that elevate your digital guest experience and provide strategic support to help you with booking systems and all of your IT needs.   Kyle Allison is the Owner of Altitude 1291 and Director of Fun at Allison's Fun Incorporated. Raised in a family of entrepreneurs, Kyle grew up immersed in the hospitality industry, contributing to his passion for small businesses and community-focused ventures. From inflatable rentals to family entertainment centers and even children's haircut franchises, Kyle's career has been defined by innovative approaches to customer experiences. In this interview, Kyle discusses haircuts and hospitality, overcoming staffing challenges, and serving the community. Haircuts and Hospitality "It's about taking care of people. If mom's happy, the haircut doesn't even have to be perfect." Kyle shares his unique venture into children's haircut franchises and how it connects to his hospitality roots. Initially inspired by his own experiences as a parent, Kyle saw the opportunity to create a service-oriented environment for families. While haircuts may not seem connected to family entertainment centers at first glance, the emphasis on treating customers well ties both businesses together. He highlights how understanding customer needs and prioritizing exceptional service can transform any business into a hospitable experience. Overcoming Staffing Challenges "It's not just about money. It's about creating an environment where people want to be." Kyle addresses the labor challenges many businesses faced during and after the pandemic. From providing flexibility in scheduling to fostering a team-oriented culture, Kyle emphasizes the importance of building a workplace where employees feel valued. He describes how his hands-on leadership style—working alongside his team—creates a sense of camaraderie and trust. By focusing on employee satisfaction and training, Kyle ensures his team delivers exceptional guest experiences while maintaining operational efficiency. Serving the Community "Nothing is more rewarding than giving back to the town that raised you." Beyond his businesses, Kyle has made significant contributions to his community. From serving on the Norman City Council to participating in the IAAPA Government Affairs Committee, he has leveraged his leadership to advocate for the attractions industry. Kyle discusses how these roles have informed his business strategies, particularly in areas like economic development and community engagement. His dedication to civic involvement reflects his commitment to building strong connections between businesses and their communities. To learn more about Kyle's businesses, visit Altitude1291.com and AllisonsFunInc.com. Kyle can also be reached via email at kyle@allisonsfuninc.com, or connect with him on Facebook and LinkedIn. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   The future of fun begins at IAAPA FEC Summit, January 19–21, 2025, in New Orleans, Louisiana. Join FEC and LBE professionals for an immersive experience packed with strategic insights, networking, and behind-the-scenes EDUTours of unique local facilities. Learn how to make your FEC stand out a crowded market and explore the latest trends designed to elevate your business. Build valuable connections and leave inspired with actionable strategies for success. Secure your spot today! Richard Pretlow is the Park President of Morgan's Wonderland in San Antonio, Texas. With a background in theme park management that spans Six Flags, SeaWorld, and Crayola, Richard brought his expertise to Morgan's Wonderland in 2023. Known for being the world's first ultra-accessible theme park, Morgan's Wonderland creates a space where everyone, regardless of ability, can enjoy the magic of theme parks. In this interview, Richard talks about solving complex problems beautifully, ultra accessibility, and shifting mindsets. Solving Complex Problems Beautifully "In architecture, you combine the beauty of art with the science of engineering. Here, we solve complex problems beautifully for our guests and team members alike." Richard's background in architecture shaped his ability to approach problems with creativity and practicality. At Morgan's Wonderland, this approach manifests in seamless solutions for accessibility challenges that preserve the guest experience. Whether it's redesigning a ride's layout or addressing operational hurdles, Richard emphasizes the importance of learning directly from frontline team members. By understanding the root causes of issues and collaborating with his staff, Morgan's Wonderland crafts solutions that prioritize inclusivity while maintaining operational excellence. Ultra Accessibility "Ultra accessibility means nobody is separated from their mobility or life-support devices." Richard shared the unique commitment Morgan's Wonderland has made to create a truly inclusive environment. Unlike typical accessibility accommodations, ultra-accessible rides allow guests to remain in their wheelchairs or bring essential devices on attractions, ensuring no one feels separated from their mobility aids. From flat-surface carousels to harnesses designed for torso stability, every detail is considered. This philosophy extends beyond rides, with accessible retail spaces and policies like allowing outside food for guests with special dietary needs. Shifting Mindsets "The mindset here is to say ‘yes' instead of ‘no.' We look for ways to make the impossible possible." Richard highlighted how Morgan's Wonderland challenges industry norms by rethinking what's possible for both guests and employees. For example, the park employs individuals with disabilities in a range of roles, including positions previously considered unsuitable. A visually impaired ride operator exemplifies this shift, leveraging heightened sensory awareness to manage operations with precision. This inclusive mindset not only enriches the guest experience but also serves as a model for other parks to expand opportunities for individuals with diverse abilities.   Richard Pretlow's leadership at Morgan's Wonderland exemplifies how shifting mindsets and solving problems creatively can lead to groundbreaking inclusivity. To learn more about Morgan's Wonderland, visit morganswonderland.org. For insights into the park's broader initiatives, visit morgans.org. You can also connect with Richard directly through the park's contact page.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   The future of fun begins at IAAPA FEC Summit, January 19–21, 2025, in New Orleans, Louisiana. Join FEC and LBE professionals for an immersive experience packed with strategic insights, networking, and behind-the-scenes EDUTours of unique local facilities. Learn how to make your FEC stand out a crowded market and explore the latest trends designed to elevate your business. Build valuable connections and leave inspired with actionable strategies for success. Secure your spot today!   One of the biggest struggles that attractions face is service recovery and complaint resolution. To address this, Josh is excited to release a new online course called Service Recovery Hero, which allows attraction operators to streamline the service recovery process and use guest complaints to grow the business. Designed for the attractions industry, the course offers actionable strategies to handle complaints, empower employees, and turn service failures into opportunities for growth. In this episode, Matt and Josh delve into the nuances of service recovery, showing how it should be treated as a necessary component of any business strategy. Guests Aren't Complaining Enough "Less than 4% of people who have an issue are actually going to speak up about it." Guest feedback provides a wealth of insights, but the majority of dissatisfied guests remain silent. To get more complaints, embrace the four key pillars for collecting guest feedback: onsite channels, post-visit surveys, mystery shops, and public reviews. These pillars ensure businesses capture and act on valuable information to improve the guest experience proactively. Train Your Staff for Complaint Resolution "The LAST model stands for Listen, Apologize, Solve, and Thank." One cornerstone of service recovery is the LAST model, a structured approach to handling complaints. Training staff in this model equips them to navigate difficult conversations and resolve issues effectively. By emphasizing empathy and empowerment, this framework minimizes disruptions and enhances guest satisfaction. Empower Team Members with Recovery Tools "There is so much you have to offer that has high value to guests but low cost to your business." When you implement a robust recovery toolbox, you enable team members to resolve complaints without managerial escalation. By offering high-value, low-cost solutions—like complimentary tickets or experiential compensation—teams can address issues swiftly and achieve higher levels of guest satisfaction. The Importance of Documentation "Documenting recovery efforts helps track trends, coach team members, and prevent abuse." Documentation is essential for managing service recovery effectively. It allows businesses to identify repeat offenders and ensure recovery measures are applied judiciously. This systematic approach also helps refine operational strategies based on aggregated feedback. Handling Public Reviews and Online Feedback "Your response to a review is not just for the reviewer but for everyone who reads it." Public responses to negative reviews require tact and professionalism, along with validating the guest's concerns and stresses further discussion offline. This approach not only addresses the reviewer's issue but also demonstrates the organization's commitment to service excellence to potential future guests. Plan for the Worst "Even irate or unreasonable complaints can be addressed with a structured approach." Part of your service recovery strategy is to prepare for worst-case scenarios, including obscure and aggressive complaints. Training staff to use conflict resolution strategies, while maintaining safety, ensures even the most challenging situations are managed effectively. Grow Through Guest Feedback "The solution is not the opposite of the problem but solving for the perception behind it." Guest feedback offers opportunities for continuous improvement. Aggregating data and addressing systemic issues can lead to long-term enhancements in operations. This iterative process ensures guest satisfaction remains a cornerstone of the business.   Service Recovery Hero is available now as a self-paced online course tailored for the attractions industry. Click here to access the course at a 20% discount. Elevate your guest experience strategy and become the hero your guests deserve!     This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   The future of fun begins at IAAPA FEC Summit, January 19–21, 2025, in New Orleans, Louisiana. Join FEC and LBE professionals for an immersive experience packed with strategic insights, networking, and behind-the-scenes EDUTours of unique local facilities. Learn how to make your FEC stand out a crowded market and explore the latest trends designed to elevate your business. Build valuable connections and leave inspired with actionable strategies for success. Secure your spot today!   Are you ready for 2025? For the eighth year in a row, Matt and Josh host the AttractionPros “Resolutionary” episode, laying out goals and objectives for the following year. By sharing them with each other and publicly on the podcast, it ensures a high degree of accountability. This past year even included a mid-year resolutionary check-in in July that allowed Matt and Josh to share updates on how their resolutions were going. In this year's Resolutionary episode, Matt and Josh reflect on their 2024 resolutions, and share their goals for 2025 as we head into the new year. Matt's Resolutions   In 2024, Matt focused on three key resolutions. First, he aimed to expand Performance Optimist Consulting POC YOUniversity by incorporating new perspectives and expertise. While progress was made, Matt recognized the need for a new approach in 2025 to better engage and support the community. Second, he committed to improving his health following quadruple bypass surgery by maintaining a healthy diet, reducing portion sizes, and staying active, even during busy events like IAAPA. Finally, Matt resolved to share his personal story strategically, ensuring it created meaningful impact without dominating his narrative—a goal he achieved by thoughtfully incorporating it into his coaching and speaking engagements.   Looking ahead to 2025, Matt plans to embrace writing as a central focus, starting with his third book about middle management and revisiting his love for articles and blog posts. He also aims to rebuild the POC YOUniversity model into a more accessible format, emphasizing community through open sessions and masterminds. Moreover, Matt is dedicated to actively supporting leadership development and embracing bold, innovative ideas that push boundaries, reinforcing his belief in the value of creative risks. Josh's Resolutions   Josh also set ambitious goals for 2024. He focused on building long-term guest experience partnerships, making significant progress by expanding his consulting programs and fostering sustainable client relationships. He also worked to improve his public speaking skills, completing a stand-up comedy course at The Second City to integrate humor and storytelling into his presentations, earning enthusiastic feedback from audiences. Additionally, Josh planned to host more in-person events but, due to family commitments, limited these efforts to one successful meetup. He remains committed to hosting future events, including an AttractionPros Meetup at IAAPA Expo 2025.   Josh's resolutions for 2025 are centered on growth, following a year of stabilization in 2024. He plans to expand his consulting business sustainably, focusing on delivering measurable results for clients. To prepare for scalability in 2026, Josh is developing digital offerings like the “Service Recovery Hero” online course, which will allow broader access to his expertise. He also plans to establish a stronger industry presence by exhibiting at IAAPA Expo 2025.       For AttractionPros, the focus in 2025 will be on audience growth, engagement, and leveraging technology. Matt and Josh plan to refresh the podcast's seven-year-old website to improve user experience and continue using AI tools for tasks like generating daily quotes and identifying impactful podcast clips. Engagement with listeners will also take center stage, with efforts to foster a more robust community through both digital platforms and potential in-person events.   Lastly, Josh and Matt express deep gratitude for the AttractionPros interns, Abby and Kristen, whose contributions are vital to the podcast's success. Together, they remain committed to inspiring and connecting with the attractions industry in meaningful and innovative ways.   What are your goals for 2025? Let us know!   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   The future of fun begins at IAAPA FEC Summit, January 19–21, 2025, in New Orleans, Louisiana. Join FEC and LBE professionals for an immersive experience packed with strategic insights, networking, and behind-the-scenes EDUTours of unique local facilities. Learn how to make your FEC stand out a crowded market and explore the latest trends designed to elevate your business. Build valuable connections and leave inspired with actionable strategies for success. Secure your spot today! Jim Howell is the President of Perky's Pizza. With decades of experience in the global pizza industry, Jim has had a storied career spanning Domino's, Brugger's Bagels, and even running pizza operations in Europe and the Caribbean. He now leads Perky's Pizza, a pioneer in non-traditional food service spaces like family entertainment centers (FECs) and resorts. With a commitment to quality and innovation, Jim's expertise in ingredient sourcing, operational efficiency, and customer satisfaction has made him a leader in his field. In this interview, Jim talks about how pizza rules the world, not following the trends, and the importance of meeting everybody. Pizza Rules the World "Pizza is the number one selling item in family entertainment centers, and nothing will replace it." Jim's passion for pizza is evident as he delves into why it dominates as the go-to food choice in FECs and beyond. He discusses the universal appeal of pizza, describing it as a versatile dish that's familiar and accessible to guests of all ages. From thin crust to deep dish, Jim emphasizes that offering a dependable and delicious pizza experience is crucial to FEC success. Perky's Pizza focuses on maintaining high-quality standards while keeping operations simple and scalable. According to Jim, pizza isn't just a menu item—it's the backbone of FEC food programs, generating significant revenue and enhancing guest satisfaction. Not Following the Trends "I hate trends because they're not sustainable in family entertainment centers." Jim cautions against chasing food trends, especially in the context of FECs. Drawing from decades of data, he argues that introducing trendy menu items like salads or gluten-free options often results in wasted resources, as these items rarely resonate with the core audience. Instead, Jim advises operators to focus on proven staples, particularly pizza, and to learn from larger chains like McDonald's, which invest heavily in research before launching new products. His philosophy is clear: stick with what works and avoid overcomplicating the menu with fleeting trends. The Importance of Meeting Everybody "Good old-fashioned networking is key—you never know where opportunities might come from." Jim shares anecdotes from his career to highlight the value of building and maintaining relationships. From his early days working in Europe to his current role at Perky's Pizza, Jim has leveraged connections to create new opportunities and grow his business. At industry events like IAAPA, Jim emphasizes the importance of engaging with everyone, whether they're prospective clients or industry peers. By staying visible and approachable, he ensures that Perky's Pizza remains top-of-mind for operators looking to enhance their food programs.   To learn more about Perky's Pizza or to connect with Jim, visit PerkysPizza.com or call their office at 813-855-7700. Jim is also reachable directly on his cell at 813-382-6044. Whether you're planning a new FEC or looking to upgrade your food service, Jim and his team are ready to help you create a successful pizza program.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   The future of fun begins at IAAPA FEC Summit, January 19–21, 2025, in New Orleans, Louisiana. Join FEC and LBE professionals for an immersive experience packed with strategic insights, networking, and behind-the-scenes EDUTours of unique local facilities. Learn how to make your FEC stand out a crowded market and explore the latest trends designed to elevate your business. Build valuable connections and leave inspired with actionable strategies for success. Secure your spot today!   IAAPA Expo is the world's largest gathering of professionals in the attractions industry, showcasing cutting-edge innovations, networking opportunities, and educational sessions that shape the future of location-based experiences. As long-time participants and advocates for the industry, Matt and Josh were actively involved in this year's expo, including leading education sessions, along with hosting the highly successful AttractionPros Meetup, which brought together attendees from around the globe. In this episode, they reflect on their biggest takeaways from the Expo, highlighting lessons learned, the value of connections, and key trends shaping the attractions industry. The Importance of Networking Josh and Matt emphasize how IAAPA fosters connections that can have long-term impacts. They share personal stories, including meeting mentees at Career Slam and having meaningful interactions during the AttractionPros Sunday Night Meetup, which exceeded attendance expectations and highlighted the sense of community within the industry.     Both Josh and Matt underscore the "compounding effect" of networking, describing how relationships formed years ago can evolve into significant opportunities, professionally and personally. Adapting to Change Josh and Matt reflect on the importance of adaptability in both personal and professional contexts. They highlight how careers in the attractions industry often follow nonlinear paths, encouraging flexibility and openness to unexpected opportunities. Whether it's exploring roles outside of one's initial focus or seizing unplanned chances for growth, their advice emphasizes embracing change as a constant and transformative force in achieving long-term success. Leadership and People Skills in a Tech-Driven World While the Expo showcased cutting-edge technology and innovation, Josh and Matt remind listeners that the industry remains fundamentally people-driven. Genuine connections, trust-building, and shared experiences remain irreplaceable.     Takeaways for Future IAAPA Attendees  Show Up: Simply being present and actively engaging can lead to transformative opportunities. Embrace Crazy Ideas: Matt's "random ate" dinner at Maggiano's demonstrated how small, informal gatherings can create meaningful connections. Focus on Passion: For mentees, the advice was clear: find what you're drawn to, and pursue roles and companies aligned with your interests, even if the job title isn't an exact match.     Impact and Gratitude Lastly, one of the biggest takeaways that Matt and Josh had from this year's expo was the impact that this podcast makes. Several people shared stories of episodes and interviews that impacted their career development and growth. Josh shared a touching story of a listener who found solace and motivation in the AttractionPros Podcast during cancer treatment.     We'd like to express our heartfelt thanks to the IAAPA team, the ambassadors, and everyone who contributed to making the Expo a success. We encourage listeners to share their own Expo takeaways and consider submitting ideas for educational sessions for IAAPA Expo 2025. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   The future of fun begins at IAAPA FEC Summit, January 19–21, 2025, in New Orleans, Louisiana. Join FEC and LBE professionals for an immersive experience packed with strategic insights, networking, and behind-the-scenes EDUTours of unique local facilities. Learn how to make your FEC stand out a crowded market and explore the latest trends designed to elevate your business. Build valuable connections and leave inspired with actionable strategies for success. Secure your spot today!   David Rosenberg is the Executive Vice President, Growth and Experience, for SSA Ventures. SSA Ventures, a division of SSA Group, focuses on enhancing visitor experiences, integrating sustainability practices, and leveraging innovative technology to elevate attractions globally. SSA Group has over 90 partnerships with cultural attractions, zoos, aquariums, and theme parks, providing food and beverage, retail, and admissions solutions. In this interview, David talks about next-level hospitality, trends in sustainability, and a frictionless visitor experience. Next Level Hospitality "452 Lyons Street was where hospitality came to life, where the front door was always open, food was always cooking, and the community came together in warmth and welcome." David shared how this personal story, recounted by SSA's CEO, Sean McNicholas, became a metaphor for SSA's hospitality ethos. “452 Hospitality,” as the concept is called, embodies the nostalgia and spirit of genuine connection. It inspires SSA's modern strategies for guest engagement, emphasizing warmth, personalization, and innovation. David elaborated on how SSA consistently strives to exceed current hospitality standards, using his experiences at Monterey Bay Aquarium as an example of adapting to guests' expectations and continually raising the bar to meet future demands. By identifying areas of friction and integrating cutting-edge practices, SSA ensures its partners offer more than just service—they create lasting impressions that align with both emotional connection and operational efficiency. Trends in Sustainability "Sustainability isn't just about reducing waste; it's about embedding it into the DNA of the organization and leveraging our scale to move the needle." David highlighted SSA's leadership in sustainability, noting their partnerships with cultural attractions that prioritize environmental conservation. SSA's purchasing power plays a key role in driving sustainable practices, from eliminating plastic water bottles across operations to exploring kitchen electrification to reduce emissions. He also emphasized aligning SSA's sustainability efforts with the missions of their partners, such as zoos and aquariums. David shared how these collaborations amplify impact, making SSA a catalyst for positive environmental change. He pointed to examples like the widespread adoption of sustainable seafood practices initiated at the Monterey Bay Aquarium and scaled across SSA's other venues. These initiatives showcase how SSA leverages its influence to meet and exceed the sustainability goals of its clients. Frictionless Visitor Experience "From the moment someone decides to visit to the time they leave and beyond, the goal is to remove barriers and create seamless, memorable experiences." David underscored the importance of eliminating friction in the guest journey. Drawing from his past experiences, he explained how integrating technology—such as touchless security screening and app-based navigation—has made visits smoother and more engaging. He emphasized that a frictionless experience isn't just about efficiency; it's about ensuring visitors feel connected and valued throughout their journey. SSA fosters a seamless blend between its staff and the institutions they serve, ensuring that visitors can't distinguish between SSA employees and the venue's team. This integration extends to training, uniforms, and shared values, guaranteeing a consistent and unified experience. David highlighted how SSA's commitment to innovation, such as adopting podium-style service points, enhances visitor engagement and satisfaction. To learn more about SSA Ventures, visit their website or connect with David Rosenberg on LinkedIn. SSA continues to redefine hospitality, sustainability, and visitor experiences, making every partnership a step toward a brighter, more innovative future. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Mark Berlin is the Director of Operations at the USS Midway Museum in San Diego, CA. Mark's career journey began in tourism with Historic Tours of America as a tour guide for Old Town Trolley Tours in Boston. He climbed the ranks, eventually managing operations in San Diego and Washington, DC. His path later led to the museum industry, where he managed audio tours at iconic Smithsonian museums, and served as Guest Services Director at the Natural History Museum in San Diego. Since joining the Midway in 2006, Mark has been integral to its success and transformation. In this interview, Mark talks about unexpected fun, embracing the introverts, and how life is a field trip.   Unexpected Fun "Retired Navy personnel are a lot of fun, and they love sharing that fun with our guests on board." Mark explained that many visitors to the USS Midway Museum are surprised to find the experience not only educational but also deeply enjoyable. The ship's docents, many of whom are retired Navy personnel, bring their unique personalities and stories, injecting humor and enthusiasm into tours. Mark emphasized that creating this atmosphere of enjoyment is deeply rooted in the museum's culture. By balancing respect for the history of the Midway with engaging interactions, the museum staff delivers an unexpectedly fun experience for guests of all ages. This joyful spirit contributes to the Midway's status as a top-rated attraction in San Diego. Embracing the Introverts "I'm still a proud introvert, but I find myself in an extroverted role." Reflecting on his own path from a quiet tour guide to a leadership role, Mark shared his commitment to supporting introverted team members. During hiring, he values candidates who may initially appear reserved but exhibit potential. He recalled a memorable hire—a quiet young woman determined to overcome her shyness. With support and opportunity, she blossomed into one of the Midway's best team members. Mark encourages introverted staff to find their voice, creating an inclusive culture where every personality type can thrive. Life is a Field Trip "I only take jobs where I would have gone on a field trip as a kid." Mark's passion for experiential learning and immersive environments guides his work at the Midway. He recalled childhood field trips to historical sites and how these experiences ignited his interest in tourism and museums. Now, he strives to recreate that sense of awe and discovery for visitors. From engaging exhibits to interactive experiences with volunteers, Mark ensures that every guest's visit to the Midway feels like a memorable field trip—one that educates and inspires in equal measure.   To learn more about the USS Midway Museum, visit midway.org. You can also reach Mark directly at mberlin@midway.org.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration? Get a quote from the top leaders in the industry in your inbox every morning.   TJ Christensen is the Founding Partner and CEO of BlueGator, a company dedicated to helping theme parks, zoos, aquariums, museums, and other attractions enhance their operations by leveraging Salesforce as a CRM and data integration platform. TJ's journey into hospitality began as a Disney College Program participant working in parking at Disney MGM Studio (now Hollywood Studios), where he caught the “hospitality bug.” From there, he advanced through roles in sales, marketing, and guest experience at Disney, followed by a decade-long tenure at accesso, leading their sales operations and helping the company expand globally. BlueGator, co-founded with a former accesso colleague, focuses on bringing advanced data integration solutions to nonprofits and attractions, streamlining their guest and donor engagement processes. In this interview, TJ talks about wrestling with data, connecting the dots, and the four key metrics.   Wrestling with Data "You have to bring all the data that each one of those systems has, and you have to make sense of it and be able to use it."   TJ discusses the challenge of consolidating data from disconnected systems within attractions and nonprofits, where operations often rely on multiple, independent platforms like ticketing systems, point-of-sale systems, and fundraising tools. This lack of integration leads to "wrestling with data," requiring manual workarounds that are time-consuming and prone to errors. BlueGator's approach centers on creating a unified platform using Salesforce, eliminating data silos and providing a comprehensive view of guest interactions and operations. By streamlining data, TJ's team helps operators overcome the “spaghetti and spiderwebs” of traditional data integration, reducing friction and allowing them to better serve guests and meet organizational goals.   Connecting the Dots "It's not just about the ones and zeros. It's about the impact that experience can have on someone's trajectory in life."   For TJ, effective data integration goes beyond the technology itself—it's about enhancing guest experiences and making meaningful connections. He emphasizes that whether it's a visit to a museum, zoo, or aquarium, the interactions guests have can be life-changing, fostering lifelong passions or interests. BlueGator's work involves linking disparate data streams—like ticketing and donor engagement systems—to present a holistic view of each visitor's journey. This integration allows attractions to personalize interactions, boost guest engagement, and foster deeper emotional connections. TJ draws from his background at Disney and accesso to illustrate how technology can support meaningful guest engagement without losing sight of the human impact.   The Four Key Metrics "Recency, frequency, duration, and spend—those are the four pillars or key metrics."   TJ introduces the framework of four key metrics—recency, frequency, duration, and spend—as a way to measure and optimize guest engagement. By focusing on how recently a guest visited, how often they return, how long they stay, and how much they spend, operators can build targeted strategies to maximize value and deepen relationships with their visitors. TJ explains that this structured approach allows attractions to understand and anticipate guest behavior, enabling tailored communications and offers that drive repeat visits and greater overall satisfaction. BlueGator applies this framework to create data-driven solutions that help operators achieve their business goals while keeping guests at the center of their mission. For more information, you can reach TJ via email at tj.christensen@bluegator.com or connect with him on LinkedIn. Learn more about BlueGator at their website, where you can also submit a request for a meeting.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Katy Enrique is the Director of Marketing and Sales at the City Museum in St. Louis, MO. With a career rooted in the attractions industry, Katy's background includes significant experience at Six Flags, where she worked her way up through guest relations, special events, and public relations before transitioning to her current role at City Museum. Known for its unique blend of art, architecture, and play, the City Museum offers an indescribable experience that has captivated both locals and tourists alike. In this interview, Katy talks about describing the indescribable, seeking uniqueness, and how marketing impacts everything. Describing the Indescribable "When we moved here, everybody was like, 'Oh my gosh, your kids are at the perfect age to take them to City Museum.' And I'm like, 'What is that place?' And they were like, 'Nope, it can't be described, just go.'” Katy shares the challenge of conveying City Museum's essence, explaining that the museum isn't your typical museum. It's a place where art and adventure collide, and visitors are invited to explore with knee pads and headlamps. Katy highlights that marketing the museum involves tapping into user-generated content and social media, where guests share their unique experiences. This helps potential visitors grasp what the museum offers, even though words and pictures often fall short of encapsulating its true essence. Seeking Uniqueness "We started foundationally as an artist-built playground... it's an eclectic blend of many things from the city of St. Louis." Katy delves into the museum's commitment to uniqueness, not only in its attractions but also in how it engages with both visitors and employees. She notes that everything in the museum is built from interesting or repurposed materials, creating an environment unlike any other. This philosophy extends to their recruitment efforts, where the museum markets itself as a fun and different place to work. Whether it's a unique slide made from reclaimed materials or hosting special adult-only events, City Museum thrives on offering something visitors and employees can't find anywhere else. Marketing Impacts Everything "It's critical that marketing is aligned with operations and events, and that we're always connecting the dots to make sure things run smoothly." Katy discusses the broad scope of marketing at City Museum, emphasizing that it goes far beyond traditional advertising. Marketing plays a role in shaping the guest experience, recruiting employees, and even coordinating with the operations team to ensure that events and daily activities run smoothly. Whether it's creating fun and engaging content for social media or collaborating with HR on recruitment campaigns, Katy highlights that marketing is at the core of the museum's success and integral to every department.   For more information about City Museum or to contact Katy Enrique directly, visit citymuseum.org or email her at kenrique@citymuseum.org.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   IAAPA Expo 2024 will be held at the Orange County Convention Center in Orlando, FL from November 18th to the 22nd. The expo's trade show floor alone includes nine miles of aisles of exhibitors from every corner of the attractions industry - from ride manufacturers, ticketing software, games, retail, the latest in food and beverage options, and much more. When it comes to education, the expo packs a wide variety of sessions that cover topics from guest and employee experience, safety, security, revenue growth, and again… much more. The events, occurring throughout the days and evenings are excellent networking opportunities that also allow for the enjoyment of area attractions.  Whether you're a first-timer or a seasoned attendee, the expo can be overwhelming, given the sheer number of options for where to go and what to do.   For the last few years, AttractionPros has published a guide with tips and tricks, and this year, we collected submissions, tips and advice from our audience. In this episode, Matt and Josh share a handful of submissions received, as well as their own guidance to have a successful show, based on years of experience attending.   Download the full IAAPA Expo 2024 Thrival Guide here   And if you'll be at the expo, join us at our AttractionPros Meetup! On Sunday, November 18th, we'll be hosting an event at Ole Red at Icon Park from 6:00pm to 8:00pm. Drinks and appetizers will be provided, as well as a great opportunity to meet and network with your fellow AttractionPros! Space is limited, so please RSVP in advance.   RSVP for the AttractionPros Meetup at IAAPA Expo   We look forward to seeing you there!   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%.   Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Ricky Spicuzza is the General Manager of Kennywood Park & Sandcastle Waterpark in West Mifflin, PA. Ricky's career journey started as a teenager in Kennywood's food and beverage department, selling hot sausages and hot dogs. This early role ignited a passion for food that would shape his career. After gaining experience at Idlewild and Sandcastle Waterpark, where he also led a multimillion-dollar rebranding project, Ricky returned to his roots at Kennywood, bringing full circle a lifelong connection to the park. In this interview, Ricky talks about treating every interaction like an interview, keeping history in every decision, and the Potato Patch Fries secret menu. Treating Every Interaction Like an Interview  "You have to treat every interaction as if it's an interview. No matter what... you're putting your best foot forward, you're selling yourself, you're selling your passion."   Ricky emphasized the importance of always being "on," whether interacting with consultants, park guests, or colleagues from other parks. He learned early in his career that these interactions build reputation and recognition. This mindset helped him grow from an entry-level food service role to becoming a general manager. Persistence and passion were key, as he constantly sought to be visible to leadership while maintaining a genuine love for the park and industry. Ricky's philosophy underscores the importance of professionalism in even the smallest encounters. History in Every Decision “Our history is in every decision we make, no matter what. Every project we do, we're thinking about the history of Kennywood."   At Kennywood, a park steeped in 126 years of history, every decision honors its past. Ricky spoke about how projects, whether a new ride or renovations, are always made with consideration for Kennywood's legacy. He shared examples like the installation of a modern ride that paid homage to the long-gone Swing Around, and the creation of Jeter's Pub, a nod to a mascot from the 1970s, which doubles as a museum filled with park memorabilia. This commitment to blending the old with the new ensures Kennywood remains relevant to both nostalgic long-time visitors and younger generations. The Potato Patch Fries Secret Menu “If you're feeling a little excited, you go, I just say like a tablespoon, that's all you need, of the gravy... the hidden way to do it."   Ricky shared his personal favorite way to enjoy Kennywood's famous Potato Patch Fries—seasoned salt, cheese, bacon, and just a tablespoon of gravy. This combination, he explains, adds a subtle richness without overwhelming the dish. Although this unique twist isn't officially on the menu, Ricky humorously suggests it could be considered part of a "secret menu." His love for food and attention to small details shine through as he shares this insider tip with pride.     To learn more about Kennywood, visit www.kennywood.com. For direct inquiries, Ricky Spicuzza can be reached via LinkedIn. He encourages anyone visiting the park to flag him down if they see him around!   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%.   Megan Hartman is the General Manager of Dutch Wonderland in Lancaster, PA, along with the Cartoon Network Hotel and Old Mill Stream Campground. With a career that began in 2004 at Paramount Kings Island as a lifeguard, Megan's journey has spanned numerous roles, including leadership positions at Great Wolf Lodge and Splish Splash Water Park. Now at Dutch Wonderland, a family-focused amusement park designed for children, Megan has embraced the slower, family-friendly pace of Lancaster while bringing in guests from larger cities like Philadelphia and New York. In this interview, Megan talks about seeing through the lens of a lifeguard, letting your team have the vision, and being comfortable with the uncomfortable. The Lens of a Lifeguard "Being a lifeguard is all about being observant. It's looking for the thing that is different or isn't normal or watching for human behavior." Megan shares how her early experiences as a lifeguard have shaped her leadership style, particularly in her ability to observe and respond quickly to situations. This heightened awareness translates into her daily work as she walks through the park, noticing details others might miss—whether it's a piece of trash out of place or a guest who might need assistance. Her sharp observational skills, honed through years of lifeguard training, now guide her in managing Dutch Wonderland, ensuring that both guest experience and safety are maintained at high levels. Letting Your Team Have the Vision "My purpose here is, what is your vision? And how do we enact that?" Megan emphasizes the importance of empowering her team to develop and implement their own vision for the park. She recognizes that her role is not to dictate every decision but to support her staff in bringing their ideas to life. By stepping back and allowing her team to take the lead, Megan fosters a sense of ownership and creativity among her employees. This leadership philosophy has helped create a collaborative environment at Dutch Wonderland, where team members feel valued and are encouraged to innovate. Being Comfortable with the Uncomfortable "I'm comfortable in the not knowing. If you have people who are passionate and who care, you can combine those visions." Megan acknowledges that stepping into the unknown is a natural part of leadership. Whether it's navigating the complexities of managing a multi-faceted property or making decisions with incomplete information, she has learned to embrace discomfort. Her openness to admitting when she doesn't have all the answers has allowed her to rely on her team's expertise. This mindset has been instrumental in her leadership approach, where creating a supportive space for her staff to learn from mistakes and grow is key to long-term success.   To learn more about Dutch Wonderland, visit www.dutchwonderland.com.  Megan can be reached at megan.hartman@palaceentertainment.com, where she welcomes inquiries or further discussion.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)  

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%.   Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Bron Launsby is the CEO and Founder of Slick City Action Park and Innovative Heights Management Company. Bron's journey to founding Slick City started with a background in retail, working in corporate positions for companies like Kohl's and Cracker Barrel, where he developed product lines and strategies to increase sales. In 2011, after being introduced to the trampoline park industry, Bron decided to pivot his career into entrepreneurship, eventually scaling to nine trampoline park locations. His innovative approach led to the creation of Slick City Action Park, a new concept that blends dry slides with attractions for all ages. In this interview, Bron talks about innovation excellence, building a franchise, and how culture is everything. Innovation Excellence "Sometimes innovation comes in the form of processes, and sometimes programs, but it's always about reinvesting in your business." Bron's background in retail management laid the foundation for his relentless focus on innovation. He describes how his early career in retail taught him the importance of constantly improving operations, whether by creating new attractions or refining existing processes. The shift to trampoline parks and eventually the launch of Slick City is a testament to this mindset. Bron believes innovation doesn't always have to be monumental; it can be subtle but impactful, like introducing new attractions or developing membership programs that enhance guest engagement. At Slick City, this approach has led to the development of dry slide parks, an innovative concept within the attractions industry. What started as an idea during his trampoline park days has now blossomed into a successful and scalable brand with multiple locations. The continual pursuit of improvement, from the attractions offered to the way parks are managed, is what has positioned Bron and his company as leaders in the family entertainment space. Building a Franchise "Franchising is awesome, but you've got to stay relevant to your franchisees." Bron's experience as both a franchisee and franchisor gives him a unique perspective on the franchise model. He explains that staying relevant to franchisees is crucial for success. For Bron, this means keeping operations streamlined and efficient, as well as offering franchisees support through Innovative Heights, his management company. By being involved in every aspect, from location selection to day-to-day operations, Bron ensures that the franchisees have the tools they need to succeed. His company offers what he calls a "park in a box" model, where franchisees receive everything they need to build a consistent brand. This consistency ensures that each location, whether in a mall or industrial space, reflects the Slick City vision and meets the same high standards. Bron's approach emphasizes that franchising isn't just about replicating a successful model; it's about continuously supporting and innovating to maintain the integrity of the brand across all locations. Culture is Everything "Your guest engagement will never be higher than your team member engagement." For Bron, building a strong company culture is non-negotiable. He stresses that the success of Slick City is rooted in a "we mentality" where the team works together toward unified goals. Bron developed an acronym, "SLICK," which stands for Stand Tall Together, Love Your Community, Innovate Always, Commit to Fun, and Keep the Experience Safe. This culture-driven philosophy extends from senior management down to the newest hires, ensuring that everyone is aligned with the company's mission. Bron's belief in the power of culture is evident in the way he manages his team. He highlights that engaged employees lead to higher guest satisfaction, which is crucial in the entertainment industry. Bron's emphasis on taking care of the team and fostering a collaborative environment has been key to his company's success and rapid growth.   To learn more about Slick City Action Park or get in touch with Bron, you can find him on LinkedIn under Bron Launsby. For information about Slick City, visit slickcity.com, and for franchising opportunities, visit slickcityfranchise.com. Additionally, you can find more about Slick Slide slickslide.com.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)  

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%.   Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   AttractionPros LIVE! is back at IATP! In September 2024, Matt and Josh held a session at the International Association of Adventure and Trampoline Parks's annual conference in Hollywood, FL.  Participants were asked to anonymously share their biggest challenges in their business, and by selecting topics at random, were then invited to share solutions. From staffing to marketing and guest engagement, this wide-ranging conversation led to significant outcomes. In this episode, Matt and Josh tap into the collective wisdom in the room, where the challenges facing trampoline and adventure parks are transferable to every area of the attractions industry.   Innovative Marketing and Guest Engagement   “You're going to buy new socks all the time anyways... so change your colors every so often, reinvent your sock, and when you do that, send a blast email to everybody and say, 'Hey, do you know we have new socks?'”   The attendees in the session discuss creative ways to refresh attractions without significant costs, such as changing product offerings (like reinventing sock designs) and promoting them to attract repeat visits. They also mention using email blasts to engage customers and using social media to amplify brand awareness.   Collaboration with Communities   "We partner with our PTA in all of our local districts. We offer up our party rooms as spots for them to hold their PTA meetings... It makes us the hangout spot after the Friday night football game."   Participants share success stories on how partnerships with local schools, sports teams, and organizations help generate more traffic, such as offering spirit nights and collaborative fundraisers. Some operators highlight the benefits of inviting schools to use their facilities for PTA meetings or hosting ongoing fundraising events.   Staff Training and Productivity   "We train the staff to always prepare like you are working for 50 or 60 parties... We want to make sure that even in those slower months, we are working like we are packed out."   The conversation dives into challenges of transitioning staff between high and low seasons, with suggestions to keep teams always prepared for peak activity. One operator emphasizes the need for consistent productivity, while another notes the importance of personalizing guest experiences based on the pace of business.   Hiring and Leadership Development   "I always make sure to ask for very specific examples... People like to say, 'I'm good at this,' but until you get them to share those examples, you don't know if they're really speaking the truth."   The group discusses how to identify leaders during interviews, using group interviews and role-playing as techniques to assess candidates. Emphasis is placed on observing how potential hires interact with both staff and customers outside the formal interview environment.   Safety and Operations "It's not only the equipment, it's the staff too... If your staff aren't controlling how many jumpers are in that airbag, your airbag is not going to work the way it's supposed to." Participants stress the importance of maintaining safe equipment and fostering a culture of safety. Regular inspections, staff training on equipment, and creating a safety-first mindset were highlighted as essential to minimizing risks and enhancing guest experience. We'd like to thank IATP for inviting us to speak and lead this energetic and enlightening session. To learn more about IATP, visit www.indooradventureparks.org.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%. Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Leadership lessons can come from anywhere. Recently, Josh took an online course unrelated to the attractions industry - or business leadership at all - yet there were multiple lightbulbs that went off related to leading a team, and specifically when it comes to onboarding and training new-hires. Lessons ranged from maintaining a consistent leadership approach to reframing training sessions to foster a learning environment for team members, as well as allowing team members to make mistakes in low-stakes settings. In this episode, Matt and Josh discuss nine leadership lessons from an unlikely source.   Is It Training or Learning? "Is it the team member going through training or is it the team member who is now learning how to do this skill?" The distinction between training and learning is critical. Training often refers to what the instructor does, while learning is focused on the participant. By reframing the experience as learning, leaders can shift their perspective to better support the growth and understanding of the individual. The emphasis should be on how the trainee absorbs and applies the information, not just on delivering the content.   The Three C's of Leadership: Commitment, Consistency, and Keeping It Cool “Keep it cool... those learning moments happen when the team member is not demonstrating immediate proficiency." Effective leadership, especially in training, requires commitment, consistency, and a calm demeanor. Leaders need to stay focused on the process without getting distracted by other responsibilities. Consistency ensures that each new team member receives the same level of instruction. Finally, keeping cool in the face of setbacks or slow progress is essential for maintaining a positive learning environment and encouraging growth.   Incentives and Rewards Don't Reinforce the Behavior "The team member starts doing it for the incentive, not because it's their job." Relying on external rewards like incentives may undermine intrinsic motivation. When employees perform tasks just for rewards, they miss out on internalizing the desired behavior. It's better to introduce incentives as surprises for achieving results, rather than making them the primary goal. This approach ensures that team members are motivated to perform well because of their own drive, not just for rewards.   If Something is Second Nature to You, Reset Your Frame of Reference "I completely deconstructed the process... and determined what needs to be done to do this." Leaders who are experts in a task may find it difficult to teach it to others because they forget what it's like to learn it for the first time. By breaking the task down into smaller, more understandable components, they can help trainees understand it better. This approach encourages empathy in leadership, ensuring that new employees are given the tools they need to truly master their roles, even when the leader has long mastered the task.   Stay Neutral with Positive Performance "Be neutral with it... you let them know how great of a job that is without adding too much pressure." Celebrating positive performance can unintentionally put pressure on team members to maintain that high level of work, which may lead to anxiety or burnout. Instead of overly exuberant praise, leaders should adopt a more neutral tone, acknowledging good work without making it overwhelming. This prevents the individual from feeling pressured to consistently outperform and allows for steady, sustainable improvement.   Stay Neutral with Negative Performance "Redirect instead of punish... taking the emotion out of it and making it very straightforward." Similarly, leaders should handle negative performance without punishing employees emotionally. Constructive feedback that is calm and clear helps to redirect behaviors without creating a negative atmosphere. By maintaining neutrality, the leader ensures that team members are focused on correcting their mistakes and improving rather than fearing harsh consequences.   Let Them Make Mistakes in Low-Stakes Environments "I will let you lead your tour into a broom closet... I'm going to let you make those mistakes." Allowing team members to make small mistakes in a controlled, low-stakes environment provides them with valuable learning experiences. In the example of a VIP tour guide training, the trainer allowed small errors but was ready to step in before major problems occurred. This method encourages hands-on learning and helps build confidence, as employees learn from their mistakes without facing significant repercussions.   The Best Punishment for Poor Performance is the Natural Consequence of Their Actions "Talk about how it impacts their paycheck... how does it impact that individual directly." Rather than relying on formal disciplinary actions, natural consequences are often the best way for team members to understand the impact of their poor performance. For example, consistently arriving late may lead to lost wages, which hits closer to home than formal reprimands. This approach emphasizes accountability and helps employees see how their actions directly affect their work and outcomes.   Training and Learning is Ongoing "Training and learning is ongoing... it is not one-and-done." Learning is a continuous process, not something that is completed in a single session. Even after initial training, team members should be encouraged to refine their skills and improve over time. Leaders need to reinforce positive behaviors while continuing to coach through challenges, creating an environment of ongoing growth rather than a finish line mentality in learning.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%. Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Val Syganevich is the President and Co-Founder of Freckled Sky, a production company specializing in themed entertainment and live events. With a diverse background ranging from programming to graphic design and eventually comedy, Val's career took a turn when he decided to pursue entertainment more seriously. After moving from Ukraine to the United States with his family, Freckled Sky was born out of a passion for creating immersive experiences that merge physical and digital worlds. In this interview, Val talks about mixed-reality storytelling, competing with the digital world, and the power of “what-if.” Mixed-Reality Storytelling “We are in live experiences, attractions, whatever, in our real world. But we also had our own unique creative expertise, how we merge physical and digital worlds, how we tell stories by using technologies but not showing technologies.” Val discusses how Freckled Sky differentiates itself by focusing on mixed-reality storytelling. This approach blends physical and digital elements to create immersive experiences without relying on visible technology like screens or VR headsets. Val emphasizes the importance of storytelling in their productions, ensuring that the audience is fully engaged without the distraction of obvious technological elements. By integrating digital aspects seamlessly into the physical environment, Freckled Sky creates a unique experience that goes beyond traditional entertainment. Competing with the Digital World “The only way how we compete with digital world, to use all the power of digital world and make something more than that in our real-life experiences.” Val touches on the challenge of competing with the pervasive digital world. He recognizes that the younger generation is deeply entrenched in digital experiences, yet he believes that live, in-person events still hold unparalleled value. Freckled Sky aims to leverage digital tools not to replicate screen-based experiences but to enhance real-world interactions. By doing so, they provide audiences with something that purely digital experiences cannot—an authentic, tangible connection in a shared physical space. The Power of “What-If” “First of all, we are dreamers, and that's actually what moves us. We haven't done our best show yet, our best project yet.” Val reflects on the importance of dreaming and the question of "what if" as a driving force behind Freckled Sky's innovations. He believes that there are no bad ideas, only bad executions, and that the key to success lies in the "how" rather than the "what." This mindset allows his team to constantly push the boundaries of what's possible in live entertainment. Whether developing new attractions or refining existing concepts, the spirit of exploration and the willingness to dream big keep Freckled Sky at the forefront of the industry.   To learn more about Val and Freckled Sky, visit their website at freckledsky.com. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)  

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%. Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning. What does “immersive experience” actually mean?  In the attractions industry and across various realms of themed entertainment, the concept of immersion has been a hot topic in recent years, with no sign of slowing down.  However, immersive experiences aren't new, and they don't require state-of-the-art technology to meet the definition.  On a recent trip to Italy, Matt encountered several moments that qualify as immersive, leading to key takeaways for attractions industry leaders.  In this episode, Matt shares lessons from Italy along with his evolving definition of immersive experiences.   Evolving Definition of Immersion "It's an experience that is so compelling that you actually change behavior or your outlook. You try to fit in and assimilate and you actually take on characteristics of the surroundings." Matt starts by sharing his evolving definition of immersion, describing it as an experience so engaging that it changes behavior or outlook. Whether it's trying to blend in with the local culture or adopting new habits, immersion goes beyond just being in a place—it's about truly becoming a part of it. This concept of immersion is increasingly relevant in the attractions industry, where creating an environment that fully engages guests can lead to a deeper and more memorable experience. Immersion Leads to a Desire to Be Immersed More "What I noticed is that the more I was immersed, the more I wanted to be immersed." Matt discusses how his experiences in Italy made him crave deeper immersion. Whether it was listening to Italian violinists or being surrounded by centuries-old architecture, the more he was immersed in the culture and environment, the more he wanted to continue that experience. This is a crucial insight for attractions, where the goal is to create such compelling experiences that guests naturally want to delve deeper and engage more fully with the environment. Immersion Changing Your Behaviors "I'm not a wine drinker, I'm not a coffee drinker, but I drank wine and I drank coffee in Italy." Immersion can lead to unexpected changes in behavior, as Matt discovered when he found himself drinking wine and coffee—things he normally wouldn't do—just to fully experience Italian culture. This change is significant because it highlights how a well-crafted immersive experience can influence guests to step outside their comfort zones and try new things, adding another layer of engagement and personal growth. Immersive Experiences Should Focus Your Attention "If you are creating an immersive experience, you've really got to take care of every little detail so that one little thing doesn't pull you out." The conversation turns to the importance of directing attention in immersive experiences. Matt recalls a moment during a tour of The Last Supper where a distraction pulled him out of the experience, emphasizing how crucial it is to control the environment to maintain immersion. This serves as a reminder for attractions industry leaders to meticulously plan every detail to ensure guests' attention is focused on the intended elements, keeping them fully engaged. Immersive Experiences for Employees "Are we creating an immersive enough experience for our employees so that they want to embrace our culture, so that they are so compelled to be a part and assimilate to the world that we've created?” Matt extends the concept of immersion to employee experiences, suggesting that the same principles used to create guest immersion should be applied to team members, aligning with our recurring theme of the intersection of the guest and employee experience. By fostering a compelling work environment that employees want to assimilate into, companies can create a culture where team members are fully engaged and aligned with the brand's values. This approach not only enhances employee satisfaction but also improves the overall guest experience. Don't Underestimate the Planning "Don't underestimate the amount of time, effort, and energy that people put into the planning because that's contributing as much to the expectation as your advertising and their previous experiences." Finally, Matt discusses the often-overlooked importance of planning in creating immersive experiences. The effort put into planning a trip—or any experience—can set the tone for how that experience is received. In the context of attractions, this means understanding the expectations that guests bring with them and ensuring that the experience lives up to or exceeds those expectations, which can be as critical as the experience itself.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%.   Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Kile Ozier is The Guy at The Guy, LLC. With a career spanning decades in the live experience industry, Kile has crafted a unique role for himself as a creative venture catalyst, master of spectacle and story, and a guiding force in creating emotionally resonant experiences. He has a rich history of working in diverse fields, from theme parks and global events to fundraising campaigns and theatrical productions. His approach is centered on moving audiences deeply, often leaving them profoundly impacted by the experiences he designs. In this interview, Kile talks about moving people emotionally, creating global community, and the joy of connecting.   Moving People Emotionally "My filter is if I can move myself, I can move anyone." Kile Ozier's ability to craft emotionally resonant experiences stems from his deep understanding of how to engage and move an audience. He shares a powerful anecdote from an event at the Lincoln Memorial, where he designed a silent firework to coincide with a poignant moment in a tribute. The sheer silence, coupled with the emotional weight of the moment, created a collective gasp from 250,000 people—a testament to Kile's mastery in orchestrating profound emotional experiences. He emphasizes that his goal is to touch hearts in a way that feels both personal and universal, making each experience unforgettable. Creating Global Community "Creating global community through shared experience is the mission I've adopted for the rest of my life." Kile believes in the power of shared experiences to build a sense of global community. He discusses how his work often transcends mere entertainment, aiming to foster unity, peace, and a deeper understanding among people. Through his projects, whether large-scale events or intimate gatherings, Kile strives to create moments where people from diverse backgrounds come together and feel connected. He views these experiences as opportunities to subtly influence positive change and promote a sense of shared humanity. Joy of Connecting "Connecting with people is joyful." For Kile, the joy of connecting with others is at the heart of his work. He talks about the simple yet profound impact of altering how people enter a space, like guiding them through a side entrance they've never used before, to change their perspective and open them up to new experiences. This approach is part of his broader philosophy of creating comfortable disorientation, where participants feel safe yet intrigued, leading them to engage more deeply with the experience. Kile's ultimate goal is to create environments where people feel a genuine connection—to the event, to others, and themselves.   If you want to learn more about Kile Ozier and his work, you can reach him at kile@kileozier.com or explore his insights further in his book, available on Amazon. Kile is also open to connecting with individuals through LinkedIn or his website, offering guidance and inspiration to those looking to make a meaningful impact through their creative endeavors.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%.   Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Kristy Tozer is the Founder and Marketing Consultant for RumbleBuzz, based in Tampa, FL. Kristy began her journey at SeaWorld Parks & Entertainment, where she gained extensive experience in marketing, operations, and event management. Her career includes roles at ZooTampa, where she was instrumental in the rebranding from Lowry Park Zoo to its current identity. In 2020, she co-founded RumbleBuzz, a marketing agency that caters specifically to attractions and hospitality industries, ensuring that their marketing strategies align seamlessly with their operational goals. In this interview, Kristy talks about a seat at the table, rebranding, and marketing & ops supporting each other.   A Seat at the Table   "Everyone had a seat at the table, and what came out of that was really learning how to build a sub-brand."   Kristy emphasizes the importance of collaboration across departments in any successful marketing strategy. Drawing from her experiences at SeaWorld, she shares how cross-departmental teams were crucial in coordinating large events and initiatives. This approach ensured that all voices were heard and that every department, from operations to food service, contributed to a cohesive and immersive guest experience. Kristy believes that giving everyone a seat at the table not only improves communication but also leads to more innovative and effective marketing strategies.   Rebranding   "Rebranding is not just a logo change; it's about establishing yourself as a global brand."*   Kristy recounts the comprehensive rebranding of ZooTampa, explaining that the change was much more than just a new name or logo. The goal was to position the zoo as a globally recognized brand, which involved not only changing the name but also telling a deeper story about the zoo's commitment to animal care and conservation. Kristy highlights how PR, social media, and even a partnership with National Geographic's "Secrets of the Zoo" played pivotal roles in this transformation. The rebranding was a strategic move that helped Zoo Tampa reach a broader audience and establish a stronger presence in the global market.   Marketing & Ops Supporting Each Other   "When everybody had a seat at the table, the experience from the ad to the actual visit was consistent." Kristy discusses the critical relationship between marketing and operations, sharing examples of when the two worked seamlessly together, as well as instances where they didn't. She illustrates how successful campaigns, like the one for Busch Gardens' "Howl-O-Scream," were the result of close collaboration between marketing and operations. This ensured that the guest experience aligned perfectly with what was promised in the marketing materials. Kristy stresses that for a brand to truly succeed, marketing and operations must not only support each other but also work together from the very beginning to create a consistent and memorable guest experience. If you'd like to connect with Kristy or learn more about RumbleBuzz, you can visit their website at therumblebuzz.com or email her directly at Kristy@therumblebuzz.com. You can also follow RumbleBuzz on Instagram and LinkedIn for the latest updates and insights from Kristy and her team. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%.   Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.     Michael Browning is the Founder and CEO of Unleashed Brands, a company born out of a desire to create a consolidated platform for youth enrichment during the COVID-19 pandemic. Unleashed Brands focuses on helping children learn, play, and grow by bringing together world-class brands that offer everything from science and technology education to physical activity and creative play. The company was inspired by Michael's personal experiences as a parent and his frustration with the fragmented nature of youth activities. In this interview, Michael talks about consolidating fragmentation, customers and users, and adventure slides.   Side note: check out Michael's first interview on AttractionPros, released in May of 2019. Consolidating Fragmentation   "Where there is fragmentation, there is an opportunity for consolidation."   Michael's vision for Unleashed Brands was born out of a personal frustration during the pandemic. While trying to find activities for his three children, he noticed the fragmented nature of youth enrichment opportunities. This led him to the realization that there was a significant opportunity to consolidate these offerings under one platform. Drawing inspiration from other industries that successfully consolidated services—like restaurants and home services—Michael aimed to create a platform that addressed the most important asset in a family: the children. Unleashed Brands was built with the mission to help children learn basic skills in science, technology, engineering, and math, identify and grow in their hobbies, and escape through play. The company now includes multiple brands that cater to different aspects of youth development, all working towards the common goal of enriching children's lives.   Customers and Users   "Our customer is the parent, and our user is the child."   Understanding the distinction between customers and users is at the core of Unleashed Brands' success. Michael emphasizes that parents are the customers who make purchasing decisions, while children are the users who actually experience the products and services. This understanding allows Unleashed Brands to create targeted marketing strategies and develop offerings that meet the needs of both groups. For parents, the company focuses on selling values like courage, coordination, and self-respect. For children, the emphasis is on providing a fun and engaging experience that keeps them coming back. This dual approach not only enhances customer satisfaction but also increases the lifetime value of each family within the Unleashed Brands ecosystem.   Adventure Slides   "There are different designs for each of the different slides. There are different ways that the guests will traverse the slides, so it can be different every time."   Urban Air recently introduced adventure slides as part of its attraction mix. While slides have been a staple in various entertainment settings for years, Michael explains that their uniqueness at Urban Air lies in how they are integrated with other attractions. The goal is to provide a diverse range of physical experiences that keep guests engaged and coming back for more. Michael notes that a single attraction cannot sustain a business over time, which is why Urban Air continues to innovate and add new experiences. The adventure slides are a testament to this strategy, offering a fresh and exciting way for children to stay active while ensuring that the overall experience at Urban Air remains dynamic and appealing. To learn more about Michael Browning and Unleashed Brands, you can connect with him on LinkedIn or visit UnleashedBrands.com for more information about the company and its offerings.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%. Samantha Palmer is the Director of Brand Experience for Flagler College in St. Augustine, FL. With over 20 years of experience at the college, plus time as a student, Samantha has played a pivotal role in developing and overseeing the historic tours and retail operations at Flagler. Her work focuses on enhancing the brand experience for both students and visitors, leveraging the college's rich history and iconic architecture. In this interview, Samantha talks about historic tours, St. Augustine's tourism industry, and taking chances on people.   Historic tours   "You get to experience the brand not only through what their script is... but you also get to experience a student who is here working on their four-year education."   Samantha discusses how Flagler College's historic tours are a unique blend of education and tourism, allowing students to gain invaluable public speaking and storytelling skills. The tours are not just about showcasing the beautiful and historic campus; they also serve as a crucial recruitment tool for the college. By involving students as tour guides, the program offers a dual benefit—visitors get a glimpse of the college's rich history, and students gain hands-on experience that enhances their academic journey and prepares them for future careers.   St. Augustine's tourism industry   "We have always been members of the St. Augustine Attractions Association... we're kind of lucky that this area is so concentrated with attractions, but we're also willing to talk to each other."   Samantha highlights the collaborative spirit within St. Augustine's tourism industry, emphasizing the unique position Flagler College holds within this historic city. As a major attraction in St. Augustine, Flagler College contributes to and benefits from the city's vibrant tourism sector. The college's involvement in local attractions associations and partnerships with other sites, such as the St. Augustine Lighthouse and the Pirate Museum, ensures a cohesive and enriched experience for visitors. Samantha also notes how the college's location and history make it an essential stop for those exploring the oldest city in the U.S.   Taking chances on people   "I like to take chances on people. Let's see. What's the worst that happens?"   In her role at Flagler College, Samantha has learned the importance of taking chances on people, particularly students who may not initially seem like the perfect fit for a role. She shares stories of students who, despite their initial reservations or lack of experience, have thrived in positions like tour guides. These experiences often lead to surprising and rewarding outcomes, with students gaining confidence and discovering new career paths, such as in public speaking, theater, or law. Samantha's belief in giving people opportunities reflects her broader philosophy of mentorship and development, helping to foster a supportive and growth-oriented environment at Flagler College. If you'd like to learn more about Flagler College or get in touch with Samantha Palmer, you can visit Flagler College's website or reach out to her directly via email at SPalmer@flagler.edu. The historic tours at Flagler College, currently on hiatus for renovation, will resume in September 2024, offering visitors a unique glimpse into the college's rich history and architecture.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%.   Chris Kearsing is the General Manager of Story Land in Glen, New Hampshire. With a career that spans over two decades, Chris has held various leadership roles in theme parks across the United States, from his early days at The Great Escape in Lake George, New York, to key positions at Holiday World and Splashin' Safari, Elitch Gardens, and Six Flags parks. Story Land, where Chris currently oversees operations, is a beloved family destination known for its charming attractions and natural beauty. In this interview, Chris talks about his storied career, saying yes, and celebrating 70 years. A Storied Career "I'd say it's been a very storied career.” Starting as a ride operator right after high school at The Great Escape, Chris never imagined his summer job would lead to a lifelong career in the theme park industry. Over the years, he climbed the ranks, holding various operational roles that provided a deep understanding of park management. Chris's career took him across the country, from the Northeast to the Midwest, and eventually to Texas, where he worked for Six Flags over Texas and Adventureland in Iowa. His journey is marked by adaptability, a willingness to take on new challenges, and a passion for delivering exceptional guest experiences. Saying Yes "Say yes, or if you have to say no to something, have a really good reason." Throughout his career, Chris has embraced opportunities that came his way, whether it was taking on new responsibilities, moving across the country, or stepping into leadership roles during times of transition. This mindset has allowed him to gather a wealth of experience in different facets of park operations, from ride safety to food and beverage management. Chris believes that by saying yes and being open to new experiences, he has been able to grow both professionally and personally, leading him to his current role at Story Land. Celebrating 70 Years “There's so much charm that has been maintained over the years,” The park, nestled in the White Mountains, is known for its family-friendly attractions and unique blend of natural beauty and whimsical theming. To honor the 70th anniversary, Story Land has introduced new attractions like the Moo Lagoon water play area, while also preserving beloved features like animatronics and classic rides. Chris discusses the importance of balancing innovation with nostalgia, ensuring that the park remains a cherished destination for generations to come.   For more information about Story Land, visit their website. You can also connect with Chris on LinkedIn for further insights into his work and the park's ongoing developments.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and video editing by Abby Giganan To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%.   Neil Dwyer is the Vice President of Operations at Six Flags Qiddiya City, the largest amusement park in Saudi Arabia, opening in 2025. Neil's career began when a summer job as a ride operator sparked a lifelong passion for the attractions industry. Over the years, he has climbed the ranks, gaining invaluable experience at notable parks like Blackpool Pleasure Beach, IMG Worlds of Adventure in Dubai, and Global Village, a multicultural heritage park in Dubai. In this interview, Neil talks about designing through the operator's perspective, effective service recovery, and how no challenge is unsolvable. Designing from the Operator's Perspective "We've been fortunate enough to work with some really great architects and some really great designers who've just absolutely listened to everything that we wanted to do and we wanted to incorporate." Neil explains how being involved in the early design stages of Six Flags Qiddia has been crucial to ensuring the park's success. By incorporating the operator's perspective, Neil and his team have focused on details like the operator's visibility in the control booth and guest flow throughout the park. This level of involvement has allowed them to address potential operational issues before they arise, leveraging advanced technology like 3D modeling to visualize and optimize every aspect of the guest experience. Effective Service Recovery "Just giving a free ticket and saying sorry is probably not enough to recover that service experience."   Neil discusses his findings from his master's thesis on guest service and service recovery, revealing that only 30% of guests who received free tickets after a negative experience returned to the park. This insight led Neil to understand that effective service recovery goes beyond offering compensation; it requires genuine apologies and thoughtful resolutions that leave a lasting positive impression on guests. He emphasizes the importance of empowering staff to address issues on the spot, ensuring that every guest feels heard and valued. No Challenge is Unsolvable "No challenge is unsolvable. We're going to have all these issues, but we're going to solve all of them. That's part of the fun of the game." Neil's optimistic outlook on overcoming challenges is a driving force behind the development of Six Flags Qiddiya. He acknowledges the unique challenges of opening a theme park in a new market like Saudi Arabia, where there is limited local expertise in the attractions industry. However, Neil sees this as an opportunity rather than a setback, allowing his team to innovate without the constraints of "how things have always been done." This mindset has been instrumental in tackling the monumental task of building the world's tallest, fastest, and longest roller coaster, Falcon's Flight.   To connect with Neil and learn more about his work, you can reach out to him on LinkedIn, where he is always open to networking and sharing insights from his extensive experience in the attractions industry.  For more information on Six Flags Qiddiya, visit their website.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and video editing by Abby Giganan To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%.   Nick Miller is the Director of Guest Experience for Original X Productions. With a career that began in his teenage years, Nick's passion for attractions was sparked by a contest win at Six Flags Great America, leading him to pursue roles in marketing, public relations, and operations with Merlin Entertainments. Now at OGX Productions, Nick helps create immersive, branded experiences like the Friends Experience and Harry Potter Magic at Play. OGX Productions, a leader in location-based branded entertainment, is known for delivering high-quality, interactive experiences in partnership with major intellectual properties. In this interview, Nick talks about being part of the show, the need for human connection, and trusting your crazy ideas. Being Part of the Show "The staff really can make or break just about any experience. They can play roles, they can play characters, and they can be so into Friends and be a Friends superfan themselves that they're teaching our guests things that they didn't know about the show previously." Nick emphasizes the importance of staff engagement in delivering exceptional guest experiences. At OGX Productions, team members are encouraged to immerse themselves in the worlds they represent, whether it's Friends, Harry Potter, or other beloved franchises. By embodying characters and using specific vocabulary, staff can create an authentic and engaging atmosphere. This approach not only enhances the guest experience but also ensures that visitors feel a deeper connection to the attractions. Training and recruitment are crucial to this process. Nick highlights the need for finding individuals who are passionate about the IPs and providing them with the tools to succeed. This includes giving staff members a script of lines and scenarios to use, ensuring they can interact with guests in ways that feel both natural and magical. By doing so, OGX Productions maintains high standards of guest satisfaction and engagement. The Need for Human Connection "People have a craving for real connection and real experiences and something that is going to transport them out of the every day and allow them to suspend their disbelief somewhere else. And that's where attractions can come in." Nick discusses the challenges and opportunities presented by technology in the attractions industry. While smartphones and digital content offer convenience, they often fall short in providing the deep, emotional connections that in-person experiences can offer. Attractions have the unique ability to offer immersive, multi-sensory experiences that cannot be replicated online. This is crucial in an age where human connection is increasingly mediated by screens. Nick believes that attractions must leverage this advantage by creating environments that foster genuine interactions and memorable moments. By doing so, they can attract visitors who seek more meaningful and engaging experiences. This emphasis on human connection helps differentiate attractions from digital entertainment and reinforces their value in creating lasting memories. Trusting Your Crazy Ideas "Trust your crazy ideas. It's something that I've held very close to me since college, and I just went with it." Nick's philosophy of embracing unconventional ideas has been a guiding principle throughout his career. He recounts a story of bringing LEGO minifigures to a networking event, which helped him stand out and make connections. This willingness to think outside the box has not only fueled his personal success but also driven innovation within the organizations he has worked for. In the context of staff development and leadership, Nick encourages a culture where employees feel empowered to propose and pursue bold ideas. This approach fosters creativity and drives progress within the industry. By trusting their instincts and taking calculated risks, leaders and team members alike can contribute to the growth and evolution of their attractions, ultimately enhancing the guest experience.   For those interested in connecting with Nick or learning more about Original X Productions, he can be reached on LinkedIn. Additionally, he welcomes emails at nick.miller@ogxproductions.com.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and video editing by Abby Giganan To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Tim Murphy is the CEO of Boomers Parks. With a rich career background that spans various sectors within the entertainment and hospitality industries, Tim has brought significant transformations to Boomers Parks since taking on the role in June 2020. Under his leadership, the company has seen a focus on improving food and beverage offerings, repurposing real estate, and enhancing team engagement. His initiatives have not only increased profitability but also improved the overall guest experience. In this interview, Tim talks about high-quality food, repurposing retail, and the power of people. High-Quality Food “The investment in enhancing food and beverage quality also enhances the attraction component of the business as well.” Tim emphasizes the pivotal role that high-quality food plays in the success of Boomers Parks. By investing in better food and beverage offerings, Boomers Parks has significantly increased the length of guest stays, which in turn boosts overall spending. Tim explains that the introduction of high-quality food items, while retaining fan favorites like pizza and hamburgers, has kept guests satisfied and engaged longer. The approach has shifted the typical visit duration from 90 minutes to three or four hours, resulting in higher per capita spending across various attractions within the parks. The strategic focus on food quality extends beyond merely offering better meals. It creates a comprehensive guest experience that encourages visitors to spend more time on-site. This, in turn, leads to increased spending on attractions and games. Tim's philosophy demonstrates that enhancing one aspect of the park, such as food quality, can have a ripple effect on overall business performance, making it a crucial element of the park's operations. Repurposing Retail “I believe there's a plethora of locations to go to. And the good thing for those in the FEC space is landlords are flexible.” Tim Murphy sees immense potential in repurposing vacant retail spaces for family entertainment centers (FECs). With many big-box retailers closing down, there is an abundance of available real estate that can be transformed into engaging indoor entertainment venues. Tim highlights that spaces ranging from 20,000 to 50,000 square feet are ideal for FECs, providing ample room for various attractions while being manageable and cost-effective. The flexibility of landlords with these vacant properties presents a unique opportunity for FEC operators. Tim notes that landlords are often willing to offer favorable terms, such as reduced rent and funding for tenant improvements, to fill their empty spaces. This not only revitalizes unused properties but also creates new destinations that draw foot traffic, potentially benefiting the surrounding businesses. By repurposing retail spaces, Boomers Parks can create controlled environments less affected by weather, ensuring consistent and enjoyable guest experiences. The Power of People “We want to be competitive with wages...but what else do we want to be able to offer and remind our team members that we're doing differently than other potential opportunities for them to go to?” Tim underscores the importance of people in the success of Boomers. He believes that fostering a supportive and engaging work environment is crucial for both employee satisfaction and guest experience. Under his leadership, Boomers has developed a set of core values that include safety, inclusion, and accountability. These values are not just posted on walls but are actively lived and reinforced through regular training and communication. To attract and retain top talent, Boomers offers competitive wages and additional perks such as free meals, snacks, and drinks for employees during their shifts. The company also implements a points-based reward system, where employees can earn points for exceptional performance and redeem them for gift cards, merchandise, or trips. This consistent recognition of good work helps build a motivated and dedicated team. By focusing on the well-being and development of their employees, Boomers Parks ensures that their team is committed to delivering outstanding service, thus enhancing the overall guest experience.   For those interested in learning more about Boomers Parks or exploring franchising opportunities, Tim can be contacted directly at tim@boomersparks.com. Additionally, more information is available on the Boomers Parks website at boomersparks.com.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

It's time to talk about CNC2024!  Every year, Matt and his friends visit multiple theme and amusement parks throughout the country, leading to lasting memories and lessons related to business operations, leadership, and guest experience.  In this episode, Matt and Josh delve into a wide array of insights gleaned from Matt's recent experiences at various theme parks and attractions. From operational challenges to guest-centric strategies, they explore themes ranging from the impact of effective systems on employee performance to the nuances of guest behavior and the evolving definition of immersion in theme park experiences. There's always more to the story Matt and Josh emphasize the complexity behind operational decisions, corporate mergers, and guest interactions within theme parks. They discuss how behind every situation lies a deeper narrative, and stress the importance of considering the broader context when analyzing guest experiences and operational challenges. The spieling ride op is back Reflecting on the pivotal role of enthusiastic ride operators, Matt shares how their engaging interactions can significantly enhance guest experiences. They highlight the importance of passionate employees in shaping positive guest perceptions and memorable moments.  While an automated spiel creates consistency and efficiency, the personalized approach allows for increased guest engagement, an enhanced experience, and for messages of safety and loading procedures to be adhered to more effectively than an automated message. Your systems need to support your people Observations about audio quality sparked a discussion on the critical role of operational systems in supporting employees. Matt and Josh stress that efficient and user-friendly systems are essential for staff to deliver exceptional service. They draw from personal experiences where technical failures hindered operational effectiveness and guest satisfaction.  Whether it's a microphone and PA system, point of sale software, or ticket scanners, ensuring that these systems can be easily used by employees impacts the employee and guest experience alike. How guest behavior impacts operations Exploring the dynamic relationship between guest behavior and park operations, Matt and Josh discuss examples where guest preferences influence operational decisions. They highlight how parks adapt to meet guest expectations, such as extending ride hours for popular attractions like The Beast at Kings Island.  Even 45 years later, The Beast is still regarded as an iconic attraction and maintains a strong fandom specifically around night rides. As a result, the park extends operating hours only for The Beast, even after the rest of the park has closed, to align the park's operations around a guest-centric mentality. The real definition of immersion Matt and Josh challenge conventional views of immersion, expanding the concept beyond technology-driven experiences. They explore how both high-tech innovations and low-tech interactions can create immersive guest experiences by fostering genuine engagement and memorable moments.  They conclude that the definition of an immersive experience is when guests are fully present and free of distractions, whether they are standing on a ride platform after putting their phones in a locker or wearing a VR headset.  While immersive is often aligned with state-of-the-art technology, the concept can and should be expanded into other applications that allow guests to be fully present.   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

This minisode delves into a scenario where a guest misunderstood the online ticketing process for an attraction. Josh brings up the topic of service recovery, highlighting its importance in hospitality. He recounts a recent workshop where the issue of a guest misunderstanding online ticketing surfaced, sparking a discussion on the perception of service failures. Josh presents a case where a guest expected VIP treatment upon purchasing tickets online but faced a 20-minute wait upon arrival. He emphasizes how service failures can be self-imposed perceptions rather than actual wrongdoings by the business. Josh proposes considering the cost of not recovering from such situations and explores the potential long-term negative impacts on guest satisfaction and business reputation. Matt relates the discussion to his personal experience in Iceland, where he encountered similar situations. He stresses the importance of doing the right thing for the guest and highlights the emotional toll of unresolved issues on guest experiences. Matt and Josh discuss the significance of acknowledging guest frustrations and the potential benefits of proactive service recovery efforts. Josh suggests addressing guest concerns empathetically and considering solutions that align with guest expectations, even if it means deviating from standard procedures occasionally. He emphasizes the value of creating positive experiences that outweigh initial frustrations and leads to guest satisfaction and loyalty. This minisode advocates for a guest-centric approach to service recovery, emphasizing the long-term benefits of addressing guest concerns and exceeding expectations to foster positive guest experiences and business success. What do you think?  Should you consider recovering from service failures, even when they're self-imposed?  Let us know by commenting on LinkedIn, X, Facebook, or Instagram.   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

Justin Rink is the General Manager of View Boston, a newly opened observation deck in Boston's Prudential Center. With a background in attractions management from Paramount, Churchill Downs, Kentucky Kingdom, and SeaWorld, Justin has previously worked in various leadership positions across the industry. In this interview, Justin talks about the View Boston experience, entrepreneurial leadership, and the importance of starting with people.   The View Boston experience “Part of the attraction, in its conception, was to be your number one spot in Boston, the very first spot." View Boston offers visitors a unique and immersive journey from the moment they enter the observation deck. From interactive elements like viewfinders and 270-degree videos showcasing Boston's skyline to personalized itineraries based on guests' preferences, the experience is designed to captivate and delight at every turn. With a focus on providing exceptional guest experiences, View Boston sets itself apart as a must-visit destination in the heart of Boston.   Entrepreneurial leadership "It's easy to come up with strategy to make the business better. But if you can't execute the strategy, all that time was wasted." Justin embodies an entrepreneurial mindset, driving innovation and pushing the boundaries of traditional leadership. He emphasizes the importance of setting ambitious goals and constantly striving for excellence, both for himself and his team. By fostering a culture of accountability and continuous improvement, Justin empowers his team members to take ownership of their roles and contribute to the overall success of View Boston.   Starting with people "It starts with people. And I think that's the most important thing." At the core of Justin's leadership philosophy is a commitment to putting people first. He believes that success in business ultimately hinges on building strong relationships and prioritizing the well-being of both guests and team members. By investing in employee engagement initiatives and fostering open communication, Justin creates a supportive and inclusive work environment where everyone feels valued and respected.   For more information about View Boston and to connect with Justin, visit viewboston.com or follow him on LinkedIn. You can also reach out to Justin directly via email at jrink@legends.net.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team: Scheduling and correspondence by Kristen Karaliunas Audio and video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)