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

3 days ago

Episode 404: Automated surveys minisode

3 days ago

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Tired of outdated systems holding your attraction back?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:

Tuesday May 27, 2025

Episode 403: Increasing dwell time minisode

Tuesday May 27, 2025

Looking for daily inspiration? Get a quote from the top leaders in the industry in your inbox every morning.

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:

Tuesday May 20, 2025

Episode 402: Service culture beyond training minisode

Tuesday May 20, 2025

Looking for daily inspiration? Get a quote from the top leaders in the industry in your inbox every morning.

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:

Tuesday May 13, 2025

Episode 401: The nuances of name tags minisode

Tuesday May 13, 2025

Looking for daily inspiration? Get a quote from the top leaders in the industry in your inbox every morning.

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:

Tuesday May 06, 2025

Episode 400: Josh and Matt explore some amazing quotes from the first 399 episodes

Tuesday May 06, 2025

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:

Tuesday Apr 29, 2025

Episode 399: Dameon Nelson talks about mindset, motivation, and mastery, embracing change and putting value in your team

Tuesday Apr 29, 2025

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:

Tuesday Apr 22, 2025

Episode 398: Brian Stovall talks about operational design consulting, visualizing what doesn’t exist, and lessons from 30 years in the industry

Tuesday Apr 22, 2025

Looking for daily inspiration? Get a quote from the top leaders in the industry in your inbox every morning.

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:

Tuesday Apr 15, 2025

Episode 397: Burton Heiss talks about brand-led businesses, disconnect to reconnect, and the future of escape rooms

Tuesday Apr 15, 2025

Looking for daily inspiration? Get a quote from the top leaders in the industry in your inbox every morning.

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:

Tuesday Apr 08, 2025

Episode 396: Anne Shimerdla talks about balancing recreation with education, animal welfare standards, and who she believes is the least important person at the zoo

Tuesday Apr 08, 2025

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:

Tuesday Apr 01, 2025

Episode 395: Matt and Josh talk about creating effective recognition programs

Tuesday Apr 01, 2025

Looking for daily inspiration? Get a quote from the top leaders in the industry in your inbox every morning.

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: