AttractionPros Podcast

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AttractionPros brings you into the room with the top leaders, executives, and influencers in the attractions industry, to gain the widest possible perspective of all areas of the industry. Most people are only exposed to the practices of their own organization without seeing how the rest of the industry operates. By following AttractionPros, you will gain the skills and knowledge needed to succeed and learn from the best of the best, whether you are the CEO or just beginning your career.

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Episodes

4 days ago

Episode 382: 2025 Resolutionary Episode

4 days ago

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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:

Tuesday Dec 24, 2024

Episode 381: Jim Howell talks about how pizza rules the world, not following the trends, and the importance of meeting everybody.

Tuesday Dec 24, 2024

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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:

Tuesday Dec 17, 2024

Episode 380: Takeaways from IAAPA Expo 2024

Tuesday Dec 17, 2024

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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:

Tuesday Dec 10, 2024

Episode 379: David Rosenberg talks about next-level hospitality, trends in sustainability, and a frictionless visitor experience

Tuesday Dec 10, 2024

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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:

Tuesday Dec 03, 2024

Episode 378: Mark Berlin talks about unexpected fun, embracing the introverts, and how life is a field trip.

Tuesday Dec 03, 2024

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:

Tuesday Nov 26, 2024

Episode 377: TJ Christensen talks about wrestling with data, connecting the dots, and the four key metrics

Tuesday Nov 26, 2024

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:

Tuesday Nov 19, 2024

Episode 376: Katy Enrique talks about describing the indescribable, seeking uniqueness, and how marketing impacts everything

Tuesday Nov 19, 2024

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:

Tuesday Nov 12, 2024

Episode 375: IAAPA Expo Thrival Guide Preview

Tuesday Nov 12, 2024

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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:

Tuesday Nov 05, 2024

Episode 374: Ricky Spicuzza talks about treating every interaction like an interview, keeping history in every decision, and the Potato Patch Fries secret menu

Tuesday Nov 05, 2024

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:

Tuesday Oct 29, 2024

Episode 373: Megan Hartman talks about seeing through the lens of a lifeguard, letting your team have the vision, and being comfortable with the uncomfortable

Tuesday Oct 29, 2024

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: