97.3K
Downloads
391
Episodes
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.
Episodes
5 days ago
5 days ago
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:
Tuesday Feb 25, 2025
Tuesday Feb 25, 2025
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:
Tuesday Feb 18, 2025
Tuesday Feb 18, 2025
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:
Tuesday Feb 11, 2025
Tuesday Feb 11, 2025
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:
Tuesday Feb 04, 2025
Tuesday Feb 04, 2025
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:
Tuesday Jan 28, 2025
Tuesday Jan 28, 2025
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:
Tuesday Jan 21, 2025
Tuesday Jan 21, 2025
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:
Tuesday Jan 14, 2025
Tuesday Jan 14, 2025
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:
Tuesday Jan 07, 2025
Tuesday Jan 07, 2025
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:
Tuesday Dec 31, 2024
Tuesday Dec 31, 2024
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: