AttractionPros Podcast

Episode 283: Matt and Josh talk about the evolving role of the frontline team member

The role of the frontline team member in the attractions industry is changing. As technology continues to evolve, fewer team members are needed to complete certain functions than before. This isn’t a new phenomenon, but certainly accelerated in recent years, in part due to trends coming from the pandemic where more functions were made contactless and self-service. Additionally, with the labor challenges that the industry has been facing, there are more and more conversations being had about how to do mre with less, as many businesses are hiring fewer team members and at a higher wage. In this episode, Matt and Josh put their minds together to discuss the evolving role of the frontline team member.

 

The role of the frontline team member is evolving due to a combination of technology and wage increases.

It’s no surprise that the pandemic drastically changed many unique aspects of the industry, but one of the sizable changes observed has impacted the entire workforce. Wage increases have been happening across the world as a result of the impact that the pandemic had on the labor market. Since our frontline employees are demanding higher wages and are also having many aspects of their job changed by the incorporation of technology, their role needs to evolve so we can keep providing a great guest and employee experience.

 

If you have fewer team members and are paying them more, this raises their standards and your expectations from them to deliver a superior guest experience.

If a guest were to go to a park and interact with 10 team members, and 9 delivered a great interaction, most would say that they had a great overall experience. However, with fewer team members and less interaction with them due to the use of technology, that 1 ‘dud’ team member may be the only interaction a guest has in their day, resulting in the guest developing a completely different perspective. 

With fewer team members, there is less of a chance to make a good impression. To combat this, our frontline team members need to become well equipped and have fewer barriers so that when they interact with guests, they can have a great interaction and solve problems with ease. 

 

With less in the way, team members can exceed guests' expectations by proactively anticipating needs and create "wow" moments more easily.

As technology and automation help to remove many functions of your team members’ job duties, this enables them to have more opportunities to facilitate personal interactions.  Leaders should take a close look at their job descriptions and employee handbooks and determine if “exceeding expectations” is part of their daily routine, or if it is considered an afterthought.

 

By fully focusing on the guest experience, frontline team members can gain a higher sense of fulfillment and satisfaction with their jobs.

Since technology has the ability to handle many redundant aspects of the industry such as ticket selling or front of line passes, we can allow our employees to become guest experience ambassadors. By giving them a strong purpose and equipping them with the proper toolset, they can make guests happy every day, one of the main reasons many people work in the industry. 

By giving team members fulfillment and purpose, they begin to develop a sense of excitement when coming to work, and a fun drive home after their day is over. Instead of creating stressful environments where our frontline team members are doing the same actions, they can instead be trusted to create memories and feel excited about who they’ll interact with the next day. 

 

How are you keeping up with the inevitable evolution of your frontline team members in the attractions industry?

This podcast wouldn't be possible without the incredible work of our amazing team:

• Summary by Mason Nichols
• Video editing by Abigail Giganan

To connect with AttractionPros: attractionpros@gmail.com

 

This episode is kindly sponsored by Attractions.io, the guest experience platform behind Merlin Entertainments’, San Diego Zoo’s, and the PGA Championship’s branded mobile apps. 

Like us, the team at Attractions.io are on a mission to elevate our guest experiences and ensure they exceed the expectations of today’s digitally native guests. By combining a branded mobile app with an operator console that consolidates behavioral data from every touchpoint in the guest journey, the Attractions.io platform empowers operators with the tools they need to increase guest satisfaction, spending, and loyalty.

To learn more about how Attractions.io can help you connect your end-to-end guest experience, visit Attractions.io/howitworks.

Episode 282: Jakob Wahl talks about being curious, staying relevant, and the IAAPA member experience

Jakob Wahl is the President and CEO of the International Association of Amusement Parks and Attractions (IAAPA). Frequently visiting the hometown carnival he grew up with in Germany, Jakob fell in love with the attractions industry at a young age. Jakob’s first summer job was checking tickets at Phantasialand, and he quickly made a career out of it once he graduated. Jakob became a Programme Manager for IAAPA Europe and stayed there for four years until he joined Europa-Park’s management team, later becoming the executive manager for special projects. Jakob later came back to IAAPA as the Vice President of IAAPA Europe, later being promoted to COO, and as of January 1st, President and CEO of the organization. In his first interview as CEO of IAAPA, Jakob talks about being curious, staying relevant, and the IAAPA member experience. 

 

Being Curious

 

"Be curious, and don't be afraid."

 

One of Jakob’s biggest sources of inspiration was Steve Jobs, one of the world’s greatest minds, primarily accredited to his curiosity. Jakob emphasizes that there is always something you can learn in any situation, even if you don’t believe it has relevance to what you do. Whether it’s something not to do or something you can do differently, when you’re curious, everything has more value. 

 

Jakob applies these ideas to his team as well. By bringing in great minds that are better than you in certain practices, you can create a powerful team fueled by curiosity. By giving your employees freedom to disagree and encouraging them to act on their ideas, you can stretch your organization’s limits far beyond what you thought was possible by empowering the idea of curiosity.  

 

Staying Relevant

 

“This association is more than 100 years old, and we have always adapted to service our members.”

 

One of the greatest challenges many organizations face today is the idea of staying relevant, whether its new expansions in the metaverse or different social media platforms, organizations have to adapt and find new ways to connect to their audience. Jakob knows the importance of staying relevant, and he’s already beginning to bring IAAPA into the new digital age. 

 

Jakob wants members to know that IAAPA is not only a trade show, but rather an organization with the primary purpose of servicing our industry 365 days a year in many forms. By implementing a regional strategy and servicing members by providing more accessible information, Jakob is creating a stronger outreach and bond with members. Even with all of these advancements, we don’t see a metaverse trade show happening anytime soon, and Jakob shares that IAAPA will never forget the power of physical and personal interaction. 

 

The IAAPA Member Experience

 

"Yes, it is a business, but it's also an experience."

 

For those who visited the 2022 IAAPA expo, you’ll know that it was much more than a trade show. With a DJ in the entrance and awesome displays of industry innovations, IAAPA is working to make the member experience even better with more social and networking events. 

 

Jakob emphasizes that service is IAAPA’s priority, and IAAPA is going through great lengths to innovate and personalize your experience. With new services like the Connect+ app where you can connect with other members, or the IAAPA marketplace where members can contact vendors, IAAPA is working to bring an even more connected future to the attractions industry. 

To contact Jakob, you can connect with him on LinkedIn. To learn more about IAAPA, you can visit their website here. 

This podcast wouldn't be possible without the incredible work of our amazing team:

• Scheduling and correspondence by Kristen Karaliunas
• Summary by Mason Nichols
• Video editing by Abigail Giganan

 

To connect with AttractionPros: attractionpros@gmail.com

Episode 281 - Charles Coyle talks about learning from growing pains, rebranding a park, continuing a legacy

Charles Coyle is General Manager and Managing Director of Emerald Park, Ireland's only theme park & zoo.  If you have never heard of Emerald Park, don’t feel bad, the park has operated since 2010 as Tayto Park, but in March of 2023 will reopen as the rebranded Emerald Park. The new name reflects the spirit of Ireland and harkens back to the country's nickname, the Emerald Isle. In this fascinating episode, Charles talks about rebranding a park, learning from growing pains and continuing a legacy. 

Rebranding a park

 

"If we were to ever change the name of the park, now is the time to do it."

 

Charles and his team reached a critical juncture where expansion of the park was imminent and marketing the current name and identity was not lucrative for reaching outside of mainland Ireland. They felt if they didn’t do it now, there would be no turning back.

 

Rebranding a park is no small task. Picking a name is tough enough, but then you have to think about every place the old logo, name or likeness was placed so it can be changed. Charles says that right now the marketing team is working really hard to ensure that all of the old logos and insignia are changed out before opening. Charles has a realistic view saying it’s likely they will miss something along the way, but that’s okay.

Learning from growing pains

 

"You learn more from your failures than you do from your successes."

 

In 2015, the park had an amazing year… sort of. Attendance was up, spending was up, profits were up. Unfortunately, so were guest complaints. Because they were not ready for the influx of guests that year, they disappointed many of them and the park saw a pretty significant dip in attendance the following year.

 

To overcome this, Charles said they had to not just say to their guests, “Hey, we're better now”, they also had to invest in infrastructure and facilities so they could accommodate more guests. This meant not just adding attractions, but also looking at bathrooms and how the crowds would be managed. Ultimately it took about 3 years to win back the trust from the guests. 

Continuing a legacy

 

"As I was able to learn and grow, the park grew as well."

 

Charles literally grew up at the park working alongside his Dad, Raymond. Raymond was the visionary that created Tayto Park and built it up to the destination it is. Unfortunately, Raymond passed away before the rebranding was complete, but Charles will tell you that his Dad’s fingerprint is on every inch of that park.

 

Charles now has big shoes to fill as he carries on his Dad’s legacy. He seems up to the task, never forgetting the lessons he has learned as he and the park grew up together. 

To learn more about Emerald Park, visit their website or check them out on Facebook or Instagram. 

To connect with AttractionPros, email us at attractionpros@gmail.com.

Episode 280 - Arthur Levine talks about theme park journalism, turning your passion into a career and blending nostalgia with technology

Arthur Levine is a Theme Park Journalist at AboutThemeParks.fun, and has been covering the amusement industry for more than 30 years.  Arthur has regularly contributed to USA Today, About.com, FunWorld, and several other publications where he covers all aspects of theme and amusement parks.  His unique career has taken him all over the world, where he was able to attend the grand opening of Shanghai Disneyland, the 25th anniversary of Walt Disney World, and be among the first riders on Iron Gwazi at Busch Gardens Tampa and Mako at SeaWorld Orlando.  In this interview, Arthur talks about theme park journalism, turning your passion into your career, and blending nostalgia with technology.

 

Theme park journalism

 

"I have a responsibility to the parks and to the readers, and I take that very seriously."

 

The landscape of journalism has changed drastically over the past few decades, and the attractions industry has had to adapt in the way that stories are shared.  While many of the core fundamentals of reporting remain the same, the ability for readers to respond and engage in dialogue has created challenges in today’s landscape of social media - including clickbait, gratuitous negativity, and controversy for the sake of controversy.

 

In response to this, Arthur has launched his own Substack, AboutThemeParks.fun, that allows him to offer a subscription service that avoids many of the challenges listed above.  Both free and paid subscriptions are available, with bonus content made available to paid subscribers.

 

Turning your passion into your career

 

“If you can enjoy the work that you’re doing, that’s a great blessing.”

 

Arthur has been passionate about amusement parks for as long as he can remember.  As early as two years old, Arthur visited Revere Beach in Massachusetts with his mother and grandmother, and while everyone sat on the beach and looked at the ocean, Arthur faced the other way, enamored by the rides in operation at the park.

 

Since then, Arthur has covered the theme park industry extensively.  While there are many perks to his career, many people overlook the amount of hard work that go into producing quality content and meeting deadlines.

 

Blending nostalgia with technology

 

"There's a deep sense of nostalgia, but there's also a great sense of wonder to experience something new."

 

One of the reasons people visit amusement parks is to relive memories from their childhood and to share these experiences with their families as they create new traditions.  This creates an opportunity for parks - whether they are trolley parks that opened in 1800s or Disney theme parks - to preserve their heritage for years to come.  It also creates a challenge, considering much of today’s consumer demands greater use of technology.

 

However, much of the industry was founded on the premise of showcasing new technologies that allowed them to wow and awe their guests.  Therefore, when parks embrace new technology, it allows them to maintain their roots of providing cutting edge entertainment to guests.

To subscribe to Arthur’s substack, visit AboutThemeParks.fun.  You can also follow Arthur on Twitter and Facebook.

 

To connect with AttractionPros, email us at attractionpros@gmail.com.

Episode 279: 2023 Resolutionary Episode

As we head into 2023, AttractionPros is proud to present the sixth annual “resolutionary” episode, which sets the stage for the year to come.  In order to look forward, we look back on several guests interviewed in the past year and highlight many of the insights shared on the podcast by some of the industry’s top leaders.  As you set your goals for the year ahead, you  may find yourself looking for the best ways to achieve results, and this guidance may be found in past interviews of this podcast.  In this episode, Matt and Josh look to the advice from previous podcast guests as they share their goals for 2023.

Staying on the edge

Matt shared that he will strive toward continual and incremental improvement in 2023.  To achieve this, Matt referenced episode 240 where John Penney talked about the importance of staying on the edge.  Always looking at the latest practices for how results are achieved can help you make regular improvements that may otherwise have stayed flat.  Complacency leads to stagnation, and ultimately leads to decline; therefore, staying on the edge is critical to growth.

 

Everything is figure-out-able and learning from failure

In 2022, Josh set out to learn to play piano, but felt that he hit a wall with his proficiency.  Looking to episode 252, Brad Collins taught us that everything is figure-out-able, which has motivated Josh to keep going and strive for improvement.  Part of progress, however, is failure, whether it is learning to play an instrument or running a business.  In episode 227, Craig Buster talked about the value of learning from failure that eventually leads to success.

 

Advocating for the next generation

Matt seeks to increase his involvement with supporting professionals who are new to the industry, including young professionals and those early in their careers.  Similarly, Andrea Wiles spoke about advocating for children in episode 236, where shared the long-lasting impact that it has.  By advocating for the next generation of attractions industry professionals, Matt seeks to make an impact long after his time in the industry is up.

 

Thinking outside the lines and embracing crazy ideas

In episode 70, Josh shared that his “big hairy audacious goal” (BHAG) was to write a book on guest experience.  Fast forward to today, and the book is expected to be published in 2023!  In order to achieve a successful book launch, Josh wants to channel his creative side, even if it may be non-traditional. To do this, Josh referenced episode 234 and episode 264, where Winston Fisher talked about thinking outside the lines and Sarah Clarke talked about thinking outside the box, respectively.  Additionally, Dr. Peter Ricci shared an amazing success story that was a result of embracing crazy ideas in episode 256.

 

Bringing up uncomfortable subjects

Matt talked about how during one-on-one coaching sessions, oftentimes leaders may open up and share vulnerable feelings that they may not feel comfortable sharing in more public settings.  By doing so, they often lead to breakthroughs and are the catalyst for long-term improvement.  By looking to what Dr. Tonya Matthews shared in episode 237 about bringing up uncomfortable subjects, Matt wants to take this mindset and ensure that he can implement it most effectively, which, from a business standpoint, is much less scalable than large workshops and other one-to-many sessions.  In order to do this, Matt also looks to Winston Fisher’s guidance on thinking outside the lines from episode 234.

 

Embracing family and saying yes to opportunity

Josh had a disruption to his plans for 2023, and as he and his family cope with changes, he is inspired by the messages that Brian Knoebel shared in episode 244 and Chuck Wray in episode 266 on putting family first.  Additionally, Djuan Rivers shared the benefits of saying yes to opportunities in episode 260.  This can include travel, engagement with the industry, and other opportunities that otherwise would not have been possible.

 

If you have been inspired by our guests to achieve your goals, we would love to hear about it. Please connect with us via Facebook, Linkedin, Twitter, Instagram, or send us an email.  

 

We wish you a happy, healthy, and successful year ahead, and we look forward to bringing you many more amazing guests in 2023!

Episode 278 - Wess Long talks about the role of a lifeguard, experiential learning, and client-centric solutions

Wess Long is the President of StarGuard ELITE, an aquatic risk prevention agency that is internationally recognized for its elite training, certification, and consulting programs serving lifeguards, management, attraction attendants, and more. Wess is passionate about the aquatics industry, having spent time in facilities all over the world. It's that experience and passion that drives him and the team at StarGuard ELITE to pursue the best in training practices for the people who are keeping our pools and waterparks safe. In this episode, Wess talks about the role of a lifeguard, experiential learning and client centric solutions.

 

The role of a lifeguard

 

"It's critical that we understand the role of a lifeguard."

 

If everything goes as planned, you likely won’t have a lot of interaction with a lifeguard at your local pool or waterpark. That is because their job is to literally guard lives, and they do this by watching for distress in swimmers so they can identify dangerous situations long before they pose a threat to the public.

 

In many ways, lifeguards are first responders and are part of the medical response team and can mean the difference between life and death. Like the fire department or paramedics, their job, in the event of an emergency, is to sustain life and stabilize the situation until others arrive. It’s a big responsibility that in many cases is bestowed on young adults. 

 

Experiential learning

 

"Experiential learning is not just about doing, but also talking about it."

 

Guarding a life is not a passive activity. Wess believes that the training that prepares someone for the role of a lifeguard should be more than just classroom learning, and even more than a hands-on experience. At StarGuard ELITE, their training program is centered around the concept of experiential learning - which like lifeguarding itself, is not a passive process. 

 

As Wess says, it’s not enough to do the activities, you must also talk about them and personalize them. What went well, what can be improved, and how did a particular guard’s actions help or hinder the process?  Talking through scenarios also tends to uncover the “why” and purpose of what lifeguards do.

Client-centric solutions

 

"There are objectives and standards that can be the same, but the ways to get there can be very different."

 

Every client has the same goal - keep their guests safe. Wess and StarGuard ELITE’s approach is that there are many ways to get there, taking into consideration the size and scope of the facility they are working with.

 

This means that there is no one-size-fits all approach. Wess and his team take time to assess the strengths and needs of each team they work with, finding an approach and process that takes into consideration budget, staffing and location. At the end of the day, SGE and their clients want the same thing - 100% safety for their teams and guests. 

To learn more about StartGuard Elite, you can find them at StarGuard Elite.  Wess can be reached at wess.long@starguardelite.com or info@starguardleite.com.

 

This podcast wouldn’t be possible without the work of our incredible team:

 

• Kristen Karaliunas - Scheduling and Correspondence
• Abby Giganan - Audio and Video Editing

Episode 277: Susan Storey talks about planting seeds through PR, storytelling for suppliers, and leveraging ambassadors

Susie Storey is the Communications & PR Strategist for Storey to Story Communications, a public relations firm focused on helping attractions industry suppliers amplify their stories. Susie has worked in the attractions industry her entire career, mostly in public relations, at organizations that include Disney, Six Flags, Universal, Cedar Fair, Give Kids the World, Great Wolf Lodge, SeaWorld Parks & Resorts, and IAAPA. In this interview, Susie talks about planting seeds through PR, storytelling for suppliers, and leveraging ambassadors.

 

Planting seeds through PR

"The places to plant your stories have changed."

The way that people consume content has evolved substantially over the years. Previously, companies would seek media recognition through traditional publishing and newspapers, or publications like Good Housekeeping and Parenting Magazine. Many of these outlets no longer exist - at least not in the same form - which has changed the way that businesses should think about getting their message out.

Susie talks about the importance of earned publicity, or publicity that you are not buying, in your PR strategy. Gone are the days of striving for millions of impressions, because we need to think about not just the amount of people we’re reaching, but if we are reaching the right people. Social media, publications, and podcasts are all avenues for communication, and the way in which they are leveraged is key to their success.

 

Storytelling for suppliers

"Gone are the days of throwing every message to the wall and hoping they all stick."

Historically, suppliers in the attractions industry have relied on traditional marketing and communications to get the word out about their product in an attempt to reach their target demographics - the attraction's operators. However, by pulling back, there are opportunities to get creative with how the messages are broadcast and how the stories are told.

For example, when a theme park gives a roller coaster a fresh coat of paint, the business relationship is between the paint company and the park operator, but the interest extends into the enthusiast community, where the appeal of the story can be magnified. Suppliers are not necessarily trying to reach guests, which include families and parents, but by doing so they can turn their work into human interest stories.

 

Leveraging ambassadors

"If you're going through a tough time as a company, you want your ambassadors there to support you."

Guests can be citizen journalists, and your employees can and should be ambassadors of your business. From an employee standpoint, it’s a challenge to create a policy on whether they can post on behalf of the organization. Susie’s recommendation is to have an evolving policy that can set a framework for what employees can share and what they cannot, recognizing that employees will post online regardless.

For guests, building advocacy in the guest experience is also a form of planting seeds that you won’t know when you’ll need to harvest. When a business experiences a crisis, it is often the most loyal guests who come to the company’s defense and set the record straight. This includes building relationships with enthusiast organizations, bloggers, and other groups that carry influence over your reputation.

When asked about advice for aspiring PR professionals, Susie says that people need to be able to write and communicate, as well as wear multiple hats in their roles. PR is more than party planning!

 

To reach Susie, you can connect with her on LinkedIn, or reach out directly at storeytostory@gmail.com.

 

This podcast wouldn't be possible without the incredible work of our amazing team:

• Video editing by Abigail Giganan

To connect with AttractionPros: attractionpros@gmail.com

Episode 276: Dennis Speigel talks about feasibility & master planning, future trends, and that everyone wants to have fun.

Dennis Speigel is the Founder and Owner of International Theme Park Services, Inc., a company centered around theme park consulting with specialties in feasibility and master planning. Starting out as a ticket taker at Coney Island in Cincinnati, Dennis found his love for the amusement industry and found a major interest in the business side of entertainment. After graduating, Dennis was invited to join the Coney Island team and later Kings Island, now one of the most popular amusement destinations in America. Years later, Dennis took his master planning and business experience to create ITPS, pioneering the expansion of the attractions industry worldwide. In this interview, the IAAPA Hall of Fame inductee tells us about feasibility & master planning, future trends, and how everyone wants to have fun.

Feasibility & Master Planning

 

"The least fun we have is conducting a feasibility study, but it's the most important thing we do."

 

One of Dennis’s first major projects was the $60 million construction of Kings Dominion in Virginia. Since then, Dennis has dedicated his life to mastering the economics of theme parks. When studying a new proposal and trying to bring it to life, the same feasibility study process has been used since the building of Disneyland. It charts the course for the design and planning of any new development in the industry, which results in a 10 to 12 week process. 

 

However, theme parks aren’t immune to the unpredictable market. With recessions and inflation, ITPS has also helped banks and theme park investors through whatever troubles they may be having. ITPS has sold over $800 million in theme parks and also helped many companies recover from an economic downturn. Whatever the challenge is, Dennis has worked through it before. 

Future Trends

 

“We've continued to evolve and expand through technology, and through the people's love of our business."

 

Covid-19 changed the world, and technology still continues to grow at a shockingly fast rate. The direct effects of these recent events have resulted in per capita spending skyrocketing to levels we have never seen before. With ‘revenge traveling’ from the pandemic and touchless and cashless technology continuing to grow, consumers are being more monetarily engaged than ever before.

 

However, Dennis knows the real challenge is keeping the demand up. Although we may see opportunities while we sit at the master panel, we have to make the calls that keep our core values of the industry alive. The attractions industry is a mature business now, and managing the varying factors of the ever growing business is something we need to focus on. 

Everyone Wants to Have Fun

 

"The one common denominator of people all over the world is that people want to have fun."

 

After traveling across the world hundreds of times, Dennis knows that the one universal language is fun. After wars have shredded through countries and people start to rebuild, one of the common things that every culture looks for is fun. It’s why the attractions industry was able to march across the world in the past decades, and why the market is consistently growing to this day.  

 

New generations like Gen Z and Gen A are engaged in the industry, and Dennis stresses that we need to capitalize on that to keep our guests coming. Unlike other industries, we don’t put smoke in the air or pollute rivers, but instead we market memories. By capitalizing on the core values of our industry, we can keep growing for years to come simply because the market for fun will never disappear. 

To contact Dennis, you can connect with him on LinkedIn. To learn more about ITPS, you can visit their website here. 

This podcast wouldn't be possible without the incredible work of our amazing team:

• Summary by Mason Nichols
• Video editing by Abigail Giganan

 

To connect with AttractionPros: attractionpros@gmail.com

Episode 275: Dolf DeJong talks about ruthless optimism, separating music from the noise, and scarring people in positive ways

Dolf DeJong is the CEO of The Toronto Zoo, home of more than 4,000 animals spanning across a property of 710 acres. In his childhood, Dolf visited the zoo often and developed a strong passion and connection to wildlife. An educator by training, Dolf was sure he would end up in the classroom, but stumbled into the path of management and tapped into his passion for wildlife he developed years ago. Today, Dolf leads the Toronto Zoo team in their mission to connect guests to wildlife and create the core link between connection and caring in order to fight the growing risk of extinction worldwide. In this interview, Dolf shares his insights on the power of ruthless optimism, separating music from the noise, and scarring people in positive ways. 

Ruthless Optimism

 

"The spirit of ruthless optimism is required."

 

Dolf doesn’t sugarcoat the fact that the environment isn’t getting better. To combat the constant stress and fatigue caused by the negative news we are always surrounded by, Dolf has found serenity through the power of ruthless optimism. By constantly seeing the good in things, we can still feel encouraged to make a difference and fight through the negatives to see the light in the dark tunnel. 

 

The power of ruthless optimism spans further than just the environment. In the operations world, overcoming challenges that linger from the pandemic in addition to other common issues like understaffing can create stress and fatigue and cause burnout. By applying these same concepts, the spirit of ruthless optimism will help you through the challenges and allow you to keep making strides day by day. 

Separating Music from the Noise

 

"We want to respect tradition, but we don't want to fall to toxic nostalgia."

 

Within the Toronto Zoo operation, Dolf is faced with the challenge of taking care of his frontline team members as well as over 4,000 animals. Every day, Dolf meets with team members and animals to find where the pulse is to separate the music from the noise and turn that into meaningful action to evolve the operation. 

 

Dolf stresses the importance of having a diversity of voices around you to not get lost in the noise. In addition, having the ability to talk to anyone at any time can help you turn your plan into action after finding the music. Knowing that you have weight and that your conversation can be treated as direction drastically impacts team members and allows for you to create meaningful changes within your operation.

Scarring People in Positive Ways

 

"Human interaction improves retention of information."

 

By running a massive operation responsible for sending a message to guests, Dolf is faced with challenges like balancing entertainment and education, but primarily making a lasting impact on guests. By creating moments for human interaction, guests will feel more connected to the experience and develop a lasting imprint. However, the major challenge of making a lasting impact is the sheer diversity of the audience.

 

One in every five people read signs. Dolf knows that to cater to a larger audience, there needs to be several ways to send a message to the guests. By giving guests tangible action to take, such as eating one less course of meat every week, guests can see that their actions have an impact, and assists in developing that lasting imprint. The information and connections that are created at experiences like the Toronto Zoo can change the trajectory of lives, and Dolf knows that we need to focus on what will come back with the guest tomorrow if we truly want to make change. 

To contact Dolf, you can connect with him on LinkedIn. To learn more about the Toronto Zoo, you can visit their website here. 

This podcast wouldn't be possible without the incredible work of our amazing team:

• Summary by Mason Nichols
• Video editing by Abigail Giganan

To connect with AttractionPros: attractionpros@gmail.com

Episode 274: Matt and Josh devour leftovers from AttractionPros Live at IAAPA Expo 2022

With IAAPA Expo 2022 in the books, our sights shift toward the holiday season and the end of the year.  However, after hosting “AttractionPros LIVE!” at this year’s conference, there are still many thoughtful questions left on the plate from our audience. In this episode, Matt and Josh devour these leftover questions and discuss selling yourself, overcoming imposter syndrome, keeping your team engaged during the slower season, and eliminating gossip in the workplace.

How to “Sell Yourself” and Promote Your Marketable Skills

 

When it comes to selling yourself, you have to make yourself in demand. Networking is an upstream battle and can seem difficult, but by looking at it from the long term, you can reverse the flow of the river. Every year, you build more connections and gradually get more people coming to you rather than having to reach out. Capitalize on this idea and market yourself in light of that concept.

 

To start playing the inbound, consider speaking at events like IAAPA expos. By serving the industry, people will begin to see your presence and put a name to the face. Starting out is hard, so don’t be discouraged if session proposals are not accepted immediately. Get back up and try again by strengthening your online presence and increasing your marketability by trying to develop the 3 important words; Know, Trust, and Like.

Overcoming Imposter Syndrome

 

Imposter syndrome is when you are passionate and proficient about a certain topic, but there are a number of other people who are more successful and knowledgeable than you, therefore making you feel scared to put your ideas forward. It’s a common situation, and many people think that with the amount of success surrounding them, they haven’t accomplished anything when they truly have. 

 

Sometimes you have to have to drown out Imposter Syndrome to start the battle. Put your message forward and back it up. By getting uncomfortable, you’ll begin to realize that people do care about your ideas and what you have to say. Even if it’s a common topic, getting people’s gears to turn a different direction can make a massive impact. 

Keeping Your Team Engaged During the Slower Season

 

Employees are often engaged when they get to personalize the guest experience rather than only focus on efficiency and numbers. By training your employees to take on the slower season by creating a more interactive and unique guest experience, they will be more engaged and excited to come to work. 

 

Personalizing the experience for guests can be as flexible as you need to be, like an accordion-style approach, and you can train your team to handle the busy moments when the line is long and also to handle the slower hours. By extending the accordion, you can give more liberty to your team to interact with guests, and when the time comes, you can shorten the accordion as well. 

 

In addition, the slow season is a great time to take on new projects and include your team in them. Not only can you engage your team and let them have an impact in your operation, but you can also check off the items on your list that you couldn’t get to during the busy season. 

Eliminating (or Minimizing) Gossip in the Workplace

 

Previous podcast guest Brad Collins often talks about how his company declared war on gossip. When seen, it was immediately taken care of, therefore significantly reducing the amount of negativity shared throughout the workplace. By drawing a line in the sand, people will know limits and the employee experience will not falter.

 

Additionally, having the tools to share information that could lead to gossip can be very beneficial and stop the issue at its source. However, having open communication is even more critical. Even if it’s a difficult conversation to have, if people realize the intent is positive, they’ll take your side. By being honest and being a bridge to the river, you can fight the game of telephone and encourage healthy, positive communication. Overall, being proactive is the best way to fight gossip in the workplace. 

This podcast wouldn't be possible without the incredible work of our amazing team:

• Summary by Mason Nichols
• Video editing by Abigail Giganan

To connect with AttractionPros: attractionpros@gmail.com