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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.
Episodes
Tuesday Aug 25, 2020
Tuesday Aug 25, 2020
The landscape of guest behavior has changed. Due to your new policies, some of your guests feel emboldened to question your rules, putting your team members in uncomfortable situations when guests don’t agree and don’t follow them. The end result is two-fold: employee morale drops, and your business suffers from lost revenue and a damaged reputation.
This episode is a replay of a webinar that originally aired on August 24, 2020. Matt and Josh apply principles of employee engagement and guest experience so that you can help your team members navigate these unusual times. This circumstance requires a combination of proactive measures put in place to minimize escalated situations, along with a set response plan when guests become unruly.
Additionally, Scot Carson shared aggregated data collected from Amusement Advantage‘s mystery shops related to COVID-19 concerns and how they have impacted the guest experience this summer.
If you have a question or would like to get in touch with Scot, Josh or Matt:
- Scot Carson: scarson@amusementadvantage.com
- Josh Liebman: josh@amusementadvantage.com
- Matt Heller: matt@performanceoptimist.com
#weareallattractionpros
Tuesday Aug 18, 2020
Tuesday Aug 18, 2020
Christopher Gould is Senior Vice President at Iconic Attractions Group. He and his colleagues are on a quest to save zoos and make those entities and experiences sustainable in the 21st Century.
In addition to talking about what it will take to save zoos, we also discuss specific insights zoo operators need to have to make the right decisions, Iconic's approach to help, and in come cases turnaround) underperforming organizations and how cities are often defined by their local attractions.
Chris also generously contributed to the Lessons from Executives e-book.
To learn more about Iconic Attractions or to get in touch:
Website: https://iconicattractions.com/
Email: info@iconicattractions.com
If you have a question for the mailbag or know of a leader we should highlight on the show, please drop us a line. If you have questions about anything addressed on the show, feel free to reach out anytime!
Josh – josh@amusementadvantage.com
Matt – matt@performanceoptimist.com
Tuesday Aug 11, 2020
Tuesday Aug 11, 2020
Jeff Vierkant is the CEO of Historic Arnolds Park, Inc. in Northwest Iowa. Jeff oversees an amazing collection of attractions that have been serving the families of the Okoboji region for generations.
In this episode, Jeff talks about how his previous experience in manufacturing helps him find the waste in a business, and his previous experience as a ride operator at Arnolds Park helps him relate and stay connected to the work of his front line team members. One of the most impactful stories Jeff shares is how he and his family found an amazing community, and how that drove his decision to move to the area.
For more on Arnolds Park:
Website: https://arnoldspark.com/
Facebook: https://www.facebook.com/ArnoldsPark
If you have a question for the mailbag or know of a leader we should highlight on the show, please drop us a line. If you have questions about anything addressed on the show, feel free to reach out anytime!
Josh – josh@amusementadvantage.com
Matt – matt@performanceoptimist.com
Tuesday Aug 04, 2020
Tuesday Aug 04, 2020
We asked 25 attractions executives these questions:
- When did you realize the pandemic was going to drastically impact your business and what were some of the first actions you took?
- What do you wish you would have known on March 1st, and how would that have impacted your decisions and leadership during the shutdown?
- How has the pandemic disrupted your philosophy for running a business that will change the way you lead in the future?
Their responses were raw, insightful, transparent, heartfelt, strategic, caring and downright inspiring. In this episode, Josh and Matt share some of the lessons and trends from the collective responses, as well as specific quotes and insight from individual leaders. Of course you will get a lot out of listening to this episode, but you will get EVEN MORE by downloading and reading the e-book yourself.
To download the FREE Lessons from Executives e-book: http://attractionpros.com/lessonsfromexecutives/
We would like to extend our sincere gratitude to each of the participants who took the time to contribute to this invaluable resource for the attractions industry.
Kurt Allen
President & CEO, Mississippi Aquarium
John Anderson
COO, Michigan Science Center
John Arie, Jr.
CEO, Fun Spot America
Jennifer Berthiaume
Vice President, Lion Country Safari
Sarah Cole
President & CEO, Glazer Children’s Museum
Matt Eckert
President & CEO, Holiday World
Eric Eimstad
General Manager, Miami Seaquarium
Roger Germann
CEO, Florida Aquarium
Christopher Gould
Senior Vice President, Iconic Attractions
Matthew Johnson
Executive Director, IMAG History & Science
AJ & Kevin Jowett
Owners, Revolution Off Road Adventures
Jim Kunau
General Manager, Island H2O Live!
Ike Kwon
COO, California Academy of Sciences
Brad Loxley
COO, Sun World
Tony Moore
Executive Director, Gathering Place
Tim Morrow
President & CEO, San Antonio Zoo
Michelle O’Brien
Owner, Fiesta Village Family Fun Center
Jonah Sandler
Founder & CEO, Scene 75 Entertainment Centers
Luke Schueler
Founder & COO, Flying Squirrel Sports
Pat Simmons
Director & CEO, North Carolina Zoo
Christina Soverns Schwartzman
Chief Business Officer, Sawgrass Recreation Park
Dennis Speigel
President, International Theme Park Services
Glenn André Viste Bøe
CEO, Skånes Djurpark
Ken Whiting
President, Whiting’s Foods
Barry Zelickson
Owner, Big Thrill Factory
If you have a question for the mailbag or know of a leader we should highlight on the show, please drop us a line. If you have questions about anything addressed on the show, feel free to reach out anytime!
Josh – josh@amusementadvantage.com
Matt – matt@performanceoptimist.com
Tuesday Jul 28, 2020
Tuesday Jul 28, 2020
David Rosenberg is the Vice President of Guest Experience at the Monterey Bay Aquarium in California. He also served as the 2019 Chairman of the Board for IAAPA.
In this episode, David shares his thoughts on the evolution of the aquarium experience, getting a crash course in international relations with IAAPA and how good intentions, without a plan, can yield the opposite of your desired results.
To connect with David:
- LinkedIn - https://www.linkedin.com/in/david-rosenberg-65378715/
- Email - drosenberg@mbayaq.org
If you have a question for the mailbag or know of a leader we should highlight on the show, please drop us a line. If you have questions about anything addressed on the show, feel free to reach out anytime!
Josh – josh@amusementadvantage.com
Matt – matt@performanceoptimist.com
Tuesday Jul 21, 2020
Tuesday Jul 21, 2020
Don Helbig is Area Manager, Digital Marketing at Kings Island. As a long time fan of the park, it was probably inevitable that he would start working there. That didn't stop him from pursuing other interests, one of those being riding the Racer over, and over, and over, and over again!
In his current role, Don is responsible for being the digital voice of Kings Island. In this episode, we dial into what that all entails, as well as strapping in to learn about how he rode the Racer over 12,000 times. Don also talks about a critical topic in today's digital landscape that may not be happening nearly enough - social listening.
To connect with Don or learn more:
- Twitter for Don - @DonHelbig
- Twitter for Kings Island - @KingsIslandPR
- Blog - https://www.visitkingsisland.com/explore/blog
If you have a question for the mailbag or know of a leader we should highlight on the show, please drop us a line. If you have questions about anything addressed on the show, feel free to reach out anytime!
Josh – josh@amusementadvantage.com
Matt – matt@performanceoptimist.com
Tuesday Jul 14, 2020
Tuesday Jul 14, 2020
150 weeks ago, Josh Liebman and Matt Heller started the AttractionPros Podcast because they love the attractions industry and wanted to help their fellow leaders. Listen in as they celebrate this milestone by inviting past guests and listeners to share their favorite attraction industry related memories!
In this special episode, several people joined us to share moments related to their time in the industry, whether at work or visiting as a guest. It is a true to testament to how the attractions industry has impacted all of our lives, and even during a time when our number one goal is to get back to some form of normal, we can reflect back and remind ourselves why we are doing this in the first place.
If you have a question for the mailbag or know of a leader we should highlight on the show, please drop us a line. If you have questions about anything addressed on the show, feel free to reach out anytime!
Josh – josh@amusementadvantage.com
Matt – matt@performanceoptimist.com
Are you looking for ways to lead your team into the "new normal"? Schedule a FREE 30 minute call with Matt Heller to talk about anything you'd like... engaging employees, personal leadership struggles or your favorite ice cube recipes! Just having someone to talk to can help you maintain perspective and spur new ideas. To schedule your call, click here. When the time is right and you'd like to dig deeper, you may be interested in a coaching program, online workshop (customizable to you and your team) or a book-club style learning engagement. Learning doesn't have to stop because we are physical distancing! Click here for virtual and online learning resources!
Tuesday Jul 07, 2020
Tuesday Jul 07, 2020
Steve Brown is CEO of accesso Technology Group who understands that technology is a critical component to their clients’ success and the happiness of their guests. Steve didn't start out at a tech company, he started his career in the merchandise department at Disney. He attributes much of his success to his ability to network and curiously explore the world around him.
In this episode, Steve talks passionately about virtual queuing and the fundamental differences between that and a reservation system. Steve also tells us about the ups and downs of acquiring a number of other companies in a short period of time, and how lessons from Disney and his tech companies showed up in his bakery, "The Glass Knife".
For more on accesso: https://accesso.com/
accesso on Twitter: https://twitter.com/accessotech
The Glass Knife (Steve's bakery in Winter Park, FL): https://theglassknife.com/
If you have a question for the mailbag or know of a leader we should highlight on the show, please drop us a line. If you have questions about anything addressed on the show, feel free to reach out anytime!
Josh – josh@amusementadvantage.com
Matt – matt@performanceoptimist.com
Are you looking for ways to lead your team into the "new normal"? Schedule a FREE 30 minute call with Matt Heller to talk about anything you'd like... engaging employees, personal leadership struggles or your favorite ice cube recipes! Just having someone to talk to can help you maintain perspective and spur new ideas. To schedule your call, click here. When the time is right and you'd like to dig deeper, you may be interested in a coaching program, online workshop (customizable to you and your team) or a book-club style learning engagement. Learning doesn't have to stop because we are physical distancing! Click here for virtual and online learning resources!
Tuesday Jun 30, 2020
Tuesday Jun 30, 2020
RAC Carroll is the SVP/COO of Ellis & Associates, an international aquatic safety and risk management consulting firm dedicated to the prevention and elimination of drowning. RAC, as he is known to everyone (including his Mom), manages the day-to-day operations of the consulting and risk management programs.
In this episode, RAC tells the fascinating story of how he literally grew up in industry and how one phone call changed the trajectory of his career and life forever. RAC also discusses the lifeguard sub-culture, how it was created and what best practices and lessons we can take away from the process.
To contact RAC: richard.carroll@jellis.com
For more on Ellis & Associates: https://jellis.com/
Help celebrate the AttractionPros 150th episode!
We've heard a lot of great stories on the podcast so far, but we haven't heard YOURS! For our 150th Episode Spectacular, and we want to highlight YOU, our listeners, by having you share your favorite attraction industry memory in 2 minutes or less!
We'll all gather on July 7 on Zoom to record this historic episode which will go live on July 14. Don't miss your chance to be part of this inspiring episode!
It's episode 150... and we're just getting started!
#weareallAttractionPros
http://attractionpros.com/ap150/
Josh – josh@amusementadvantage.com
Matt – matt@performanceoptimist.com
Tuesday Jun 23, 2020
Tuesday Jun 23, 2020
We've all been impacted by the COVID-19 pandemic - there is no escaping it. In this episode, Josh and Matt explore how their businesses have changed, what changes they see carrying over post-pandemic and advice for people utilizing a greeter position for the first time. This wide-ranging conversation covers how both the guest experience and employee experience are changing, and how leaders can adapt to these changes to see success as we all navigate this new territory.
One of the things Matt will be continuing are the FREE 30 minute calls. To book your time: https://calendly.com/matt-810/30min
To enroll Amusement Advantage's VIRTUAL WORKSHOP on June 29th: Aligning Guest Experience with Shifting Expectations, click here: https://us02web.zoom.us/webinar/register/WN_CH77sdJFRO2mBTuGNwnp_g
And to help us celebrate 150 episodes, register here for the history-making recording: http://attractionpros.com/ap150/
Help us celebrate 150 episodes! We've heard a lot of great stories on the podcast so far, but we haven't heard YOURS! For our 150th Episode Spectacular, and we want to highlight YOU, our listeners, by having you share your favorite attraction industry memory in 2 minutes or less! We'll all gather on July 7 on Zoom to record this historic episode which will go live on July 14. Don't miss your chance to be part of this inspiring episode! It's episode 150... and we're just getting started!
#weareallAttractionPros