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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 06, 2024
Tuesday Aug 06, 2024
Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%.
Nick Miller is the Director of Guest Experience for Original X Productions. With a career that began in his teenage years, Nick's passion for attractions was sparked by a contest win at Six Flags Great America, leading him to pursue roles in marketing, public relations, and operations with Merlin Entertainments. Now at OGX Productions, Nick helps create immersive, branded experiences like the Friends Experience and Harry Potter Magic at Play. OGX Productions, a leader in location-based branded entertainment, is known for delivering high-quality, interactive experiences in partnership with major intellectual properties. In this interview, Nick talks about being part of the show, the need for human connection, and trusting your crazy ideas.
Being Part of the Show
"The staff really can make or break just about any experience. They can play roles, they can play characters, and they can be so into Friends and be a Friends superfan themselves that they're teaching our guests things that they didn't know about the show previously."
Nick emphasizes the importance of staff engagement in delivering exceptional guest experiences. At OGX Productions, team members are encouraged to immerse themselves in the worlds they represent, whether it’s Friends, Harry Potter, or other beloved franchises. By embodying characters and using specific vocabulary, staff can create an authentic and engaging atmosphere. This approach not only enhances the guest experience but also ensures that visitors feel a deeper connection to the attractions.
Training and recruitment are crucial to this process. Nick highlights the need for finding individuals who are passionate about the IPs and providing them with the tools to succeed. This includes giving staff members a script of lines and scenarios to use, ensuring they can interact with guests in ways that feel both natural and magical. By doing so, OGX Productions maintains high standards of guest satisfaction and engagement.
The Need for Human Connection
"People have a craving for real connection and real experiences and something that is going to transport them out of the every day and allow them to suspend their disbelief somewhere else. And that's where attractions can come in."
Nick discusses the challenges and opportunities presented by technology in the attractions industry. While smartphones and digital content offer convenience, they often fall short in providing the deep, emotional connections that in-person experiences can offer. Attractions have the unique ability to offer immersive, multi-sensory experiences that cannot be replicated online. This is crucial in an age where human connection is increasingly mediated by screens.
Nick believes that attractions must leverage this advantage by creating environments that foster genuine interactions and memorable moments. By doing so, they can attract visitors who seek more meaningful and engaging experiences. This emphasis on human connection helps differentiate attractions from digital entertainment and reinforces their value in creating lasting memories.
Trusting Your Crazy Ideas
"Trust your crazy ideas. It’s something that I've held very close to me since college, and I just went with it."
Nick’s philosophy of embracing unconventional ideas has been a guiding principle throughout his career. He recounts a story of bringing LEGO minifigures to a networking event, which helped him stand out and make connections. This willingness to think outside the box has not only fueled his personal success but also driven innovation within the organizations he has worked for.
In the context of staff development and leadership, Nick encourages a culture where employees feel empowered to propose and pursue bold ideas. This approach fosters creativity and drives progress within the industry. By trusting their instincts and taking calculated risks, leaders and team members alike can contribute to the growth and evolution of their attractions, ultimately enhancing the guest experience.
For those interested in connecting with Nick or learning more about Original X Productions, he can be reached on LinkedIn. Additionally, he welcomes emails at nick.miller@ogxproductions.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 Jul 30, 2024
Tuesday Jul 30, 2024
Tim Murphy is the CEO of Boomers Parks. With a rich career background that spans various sectors within the entertainment and hospitality industries, Tim has brought significant transformations to Boomers Parks since taking on the role in June 2020. Under his leadership, the company has seen a focus on improving food and beverage offerings, repurposing real estate, and enhancing team engagement. His initiatives have not only increased profitability but also improved the overall guest experience. In this interview, Tim talks about high-quality food, repurposing retail, and the power of people.
High-Quality Food
“The investment in enhancing food and beverage quality also enhances the attraction component of the business as well.”
Tim emphasizes the pivotal role that high-quality food plays in the success of Boomers Parks. By investing in better food and beverage offerings, Boomers Parks has significantly increased the length of guest stays, which in turn boosts overall spending. Tim explains that the introduction of high-quality food items, while retaining fan favorites like pizza and hamburgers, has kept guests satisfied and engaged longer. The approach has shifted the typical visit duration from 90 minutes to three or four hours, resulting in higher per capita spending across various attractions within the parks.
The strategic focus on food quality extends beyond merely offering better meals. It creates a comprehensive guest experience that encourages visitors to spend more time on-site. This, in turn, leads to increased spending on attractions and games. Tim’s philosophy demonstrates that enhancing one aspect of the park, such as food quality, can have a ripple effect on overall business performance, making it a crucial element of the park’s operations.
Repurposing Retail
“I believe there's a plethora of locations to go to. And the good thing for those in the FEC space is landlords are flexible.”
Tim Murphy sees immense potential in repurposing vacant retail spaces for family entertainment centers (FECs). With many big-box retailers closing down, there is an abundance of available real estate that can be transformed into engaging indoor entertainment venues. Tim highlights that spaces ranging from 20,000 to 50,000 square feet are ideal for FECs, providing ample room for various attractions while being manageable and cost-effective.
The flexibility of landlords with these vacant properties presents a unique opportunity for FEC operators. Tim notes that landlords are often willing to offer favorable terms, such as reduced rent and funding for tenant improvements, to fill their empty spaces. This not only revitalizes unused properties but also creates new destinations that draw foot traffic, potentially benefiting the surrounding businesses. By repurposing retail spaces, Boomers Parks can create controlled environments less affected by weather, ensuring consistent and enjoyable guest experiences.
The Power of People
“We want to be competitive with wages...but what else do we want to be able to offer and remind our team members that we're doing differently than other potential opportunities for them to go to?”
Tim underscores the importance of people in the success of Boomers. He believes that fostering a supportive and engaging work environment is crucial for both employee satisfaction and guest experience. Under his leadership, Boomers has developed a set of core values that include safety, inclusion, and accountability. These values are not just posted on walls but are actively lived and reinforced through regular training and communication.
To attract and retain top talent, Boomers offers competitive wages and additional perks such as free meals, snacks, and drinks for employees during their shifts. The company also implements a points-based reward system, where employees can earn points for exceptional performance and redeem them for gift cards, merchandise, or trips. This consistent recognition of good work helps build a motivated and dedicated team. By focusing on the well-being and development of their employees, Boomers Parks ensures that their team is committed to delivering outstanding service, thus enhancing the overall guest experience.
For those interested in learning more about Boomers Parks or exploring franchising opportunities, Tim can be contacted directly at tim@boomersparks.com. Additionally, more information is available on the Boomers Parks website at boomersparks.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 Jul 23, 2024
Tuesday Jul 23, 2024
It’s time to talk about CNC2024! Every year, Matt and his friends visit multiple theme and amusement parks throughout the country, leading to lasting memories and lessons related to business operations, leadership, and guest experience. In this episode, Matt and Josh delve into a wide array of insights gleaned from Matt’s recent experiences at various theme parks and attractions. From operational challenges to guest-centric strategies, they explore themes ranging from the impact of effective systems on employee performance to the nuances of guest behavior and the evolving definition of immersion in theme park experiences.
There's always more to the story
Matt and Josh emphasize the complexity behind operational decisions, corporate mergers, and guest interactions within theme parks. They discuss how behind every situation lies a deeper narrative, and stress the importance of considering the broader context when analyzing guest experiences and operational challenges.
The spieling ride op is back
Reflecting on the pivotal role of enthusiastic ride operators, Matt shares how their engaging interactions can significantly enhance guest experiences. They highlight the importance of passionate employees in shaping positive guest perceptions and memorable moments. While an automated spiel creates consistency and efficiency, the personalized approach allows for increased guest engagement, an enhanced experience, and for messages of safety and loading procedures to be adhered to more effectively than an automated message.
Your systems need to support your people
Observations about audio quality sparked a discussion on the critical role of operational systems in supporting employees. Matt and Josh stress that efficient and user-friendly systems are essential for staff to deliver exceptional service. They draw from personal experiences where technical failures hindered operational effectiveness and guest satisfaction. Whether it’s a microphone and PA system, point of sale software, or ticket scanners, ensuring that these systems can be easily used by employees impacts the employee and guest experience alike.
How guest behavior impacts operations
Exploring the dynamic relationship between guest behavior and park operations, Matt and Josh discuss examples where guest preferences influence operational decisions. They highlight how parks adapt to meet guest expectations, such as extending ride hours for popular attractions like The Beast at Kings Island. Even 45 years later, The Beast is still regarded as an iconic attraction and maintains a strong fandom specifically around night rides. As a result, the park extends operating hours only for The Beast, even after the rest of the park has closed, to align the park’s operations around a guest-centric mentality.
The real definition of immersion
Matt and Josh challenge conventional views of immersion, expanding the concept beyond technology-driven experiences. They explore how both high-tech innovations and low-tech interactions can create immersive guest experiences by fostering genuine engagement and memorable moments. They conclude that the definition of an immersive experience is when guests are fully present and free of distractions, whether they are standing on a ride platform after putting their phones in a locker or wearing a VR headset. While immersive is often aligned with state-of-the-art technology, the concept can and should be expanded into other applications that allow guests to be fully present.
To connect with AttractionPros:
Tuesday Jul 16, 2024
Tuesday Jul 16, 2024
This minisode delves into a scenario where a guest misunderstood the online ticketing process for an attraction. Josh brings up the topic of service recovery, highlighting its importance in hospitality. He recounts a recent workshop where the issue of a guest misunderstanding online ticketing surfaced, sparking a discussion on the perception of service failures.
Josh presents a case where a guest expected VIP treatment upon purchasing tickets online but faced a 20-minute wait upon arrival. He emphasizes how service failures can be self-imposed perceptions rather than actual wrongdoings by the business. Josh proposes considering the cost of not recovering from such situations and explores the potential long-term negative impacts on guest satisfaction and business reputation.
Matt relates the discussion to his personal experience in Iceland, where he encountered similar situations. He stresses the importance of doing the right thing for the guest and highlights the emotional toll of unresolved issues on guest experiences. Matt and Josh discuss the significance of acknowledging guest frustrations and the potential benefits of proactive service recovery efforts.
Josh suggests addressing guest concerns empathetically and considering solutions that align with guest expectations, even if it means deviating from standard procedures occasionally. He emphasizes the value of creating positive experiences that outweigh initial frustrations and leads to guest satisfaction and loyalty.
This minisode advocates for a guest-centric approach to service recovery, emphasizing the long-term benefits of addressing guest concerns and exceeding expectations to foster positive guest experiences and business success.
What do you think? Should you consider recovering from service failures, even when they’re self-imposed? Let us know by commenting on LinkedIn, X, Facebook, or Instagram.
To connect with AttractionPros:
Tuesday Jul 09, 2024
Tuesday Jul 09, 2024
Justin Rink is the General Manager of View Boston, a newly opened observation deck in Boston's Prudential Center. With a background in attractions management from Paramount, Churchill Downs, Kentucky Kingdom, and SeaWorld, Justin has previously worked in various leadership positions across the industry. In this interview, Justin talks about the View Boston experience, entrepreneurial leadership, and the importance of starting with people.
The View Boston experience
“Part of the attraction, in its conception, was to be your number one spot in Boston, the very first spot."
View Boston offers visitors a unique and immersive journey from the moment they enter the observation deck. From interactive elements like viewfinders and 270-degree videos showcasing Boston's skyline to personalized itineraries based on guests' preferences, the experience is designed to captivate and delight at every turn. With a focus on providing exceptional guest experiences, View Boston sets itself apart as a must-visit destination in the heart of Boston.
Entrepreneurial leadership
"It's easy to come up with strategy to make the business better. But if you can't execute the strategy, all that time was wasted."
Justin embodies an entrepreneurial mindset, driving innovation and pushing the boundaries of traditional leadership. He emphasizes the importance of setting ambitious goals and constantly striving for excellence, both for himself and his team. By fostering a culture of accountability and continuous improvement, Justin empowers his team members to take ownership of their roles and contribute to the overall success of View Boston.
Starting with people
"It starts with people. And I think that's the most important thing."
At the core of Justin's leadership philosophy is a commitment to putting people first. He believes that success in business ultimately hinges on building strong relationships and prioritizing the well-being of both guests and team members. By investing in employee engagement initiatives and fostering open communication, Justin creates a supportive and inclusive work environment where everyone feels valued and respected.
For more information about View Boston and to connect with Justin, visit viewboston.com or follow him on LinkedIn. You can also reach out to Justin directly via email at jrink@legends.net.
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:
- AttractionPros.com
- AttractionPros@gmail.com
- AttractionPros on Facebook
- AttractionPros on LinkedIn
- AttractionPros on Instagram
- AttractionPros on Twitter (X)
Tuesday Jul 02, 2024
Tuesday Jul 02, 2024
This minisode features Josh and Matt reflecting on their resolutions for 2024, which they set at the beginning of the year. The conversation revolves around their progress towards these goals and the broader themes of personal and professional development. They decide to discuss their resolutions from episode 330 and evaluate their progress.
Matt's first resolution is to enhance POC University, a program he leads, by improving its website, user experience, and interface. He provides updates on the steps taken, such as creating a new website on Patreon and gathering feedback from members.
Josh's first resolution involves building partnerships and enhancing guest experience initiatives in his consulting business. He discusses his efforts to extend workshop engagements beyond one-time events by establishing partnership programs with attractions.
Matt's second resolution is to prioritize his health after undergoing quadruple bypass surgery. He shares his progress in adopting healthier habits, including exercise and dietary changes, leading to weight loss and improved well-being.
Josh's second resolution focuses on refining his public speaking skills, particularly by enrolling in stand-up comedy classes at Second City. He describes the nerve-wracking yet rewarding experience of performing a five-minute set at a student showcase.
Matt's third resolution involves sharing his surgery experience to help others and integrate its lessons into his coaching and training work. He emphasizes the importance of storytelling and leveraging personal experiences to connect with others.
Josh's third resolution involves organizing in-person events, such as meetups and a potential leadership conference for AttractionPros. He discusses ongoing discussions and plans with Matt to make these events a reality.
We encourage you to reflect on your own resolutions and we’d love to hear your updates! Let us know by commenting on LinkedIn, X, Facebook, or Instagram.
To connect with AttractionPros:
Tuesday Jun 25, 2024
Tuesday Jun 25, 2024
Mike Rotondo is the CEO of Altitude Trampoline Parks. With a background in various franchise industries, including Tropical Smoothie and Edible Arrangements, he brings a wealth of experience to his role. Since joining Altitude in 2019, Mike has primarily focused on franchise growth through enhancing the company’s processes that ensure consistency of brand standards across all locations. In this interview, Mike talks about the balance of art and process, avoiding brand creep, and pushing for what's possible.
The balance of art and process
“How can we take the daily operations of this park and really make it as manageable and as teachable and as scalable as we can?"
Maintaining consistent standards is crucial, but so is allowing frontline team members to infuse their authenticity into their roles. Mike emphasizes the importance of creating an environment where employees feel comfortable being themselves while adhering to company guidelines. By blending standardized processes with individual expression, Altitude cultivates a unique and welcoming atmosphere for guests, ensuring an enjoyable and memorable experience for everyone.
Avoiding brand creep
"Stay in that space; be who you are."
Mike highlights the challenge of maintaining brand identity while innovating. He stresses the importance of staying true to the core brand values and avoiding dilution by pursuing ventures that deviate too far from the brand's essence.
In particular, Mike shares insight into the growth strategies of Indoor Active Brands, Altitude’s parent company, that is venturing into the Pickleball business. Entertainment centers focusing on Pickleball are an emerging market at the time of this interview, and their unique nature balances social “eatertainment” with an active sport, making it different from other location-based entertainment concepts such as bowling, golf simulators, and social driving ranges. This requires an intentional focus on what the experience is and is not, and not adding elements unless they have a direct purpose.
Pushing for what's possible
"I'm not interested if this is realistic. What I'm interested in is, is it possible?
Mike encourages a mindset of pushing boundaries and exploring possibilities. He challenges his team to think beyond constraints and consider what could be achieved if limitations were removed. By fostering a culture of innovation and pushing the boundaries of what's deemed possible, Altitude aims to stay ahead in the competitive market.
To learn more about Altitude Trampoline Parks or get in touch with Mike, visit AltitudeTrampolineParks.com, or email Mike at Mike@atphq.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 Jun 18, 2024
Tuesday Jun 18, 2024
This minisode discusses the concept of The Hospitality Mentality within organizations through a real-life scenario at a grocery store. Matt recounts a positive interaction with a cashier, who engaged in conversation with him and offered a better deal on blueberries. However, the interaction turned sour when Renee's manager interrupted to discuss watering plants, disrupting the positive atmosphere.
Matt and Josh dissect the incident, emphasizing the importance of coaching team members while keeping them accountable without compromising guest experiences. They stress that The Hospitality Mentality should extend to all employees, regardless of their position within the organization. Their discussion concludes with reflections on the significance of tasks typically out of guests' view and the importance of managers prioritizing guest interactions over administrative tasks.
We want to hear from you! How can leaders ensure they don’t disrupt a guest experience in action? Let us know by chiming in on LinkedIn, X, Facebook, or Instagram.
To connect with AttractionPros:
Tuesday Jun 11, 2024
Tuesday Jun 11, 2024
Mike Lusky is the Group General Manager of Adventureland Resort, Altoona, IA. With over three decades in the attractions industry, his journey began at Geauga Lake in Ohio, where he started as a taffy puller at the age of 15. Over the years, Mike has worked with industry giants like Six Flags and Great Wolf Lodge, honing his leadership skills and shaping his management style. In this interview, Mike talks about embracing history, shifting culture, and the importance of mentors.
Embracing history
"One of the things I've seen most effective through any of the organizations that I've worked in is when you're able to connect the employee and their benefits to the ultimate goal."
Mike emphasizes the importance of connecting the past with the present to foster a sense of continuity and pride among employees. By acknowledging and celebrating the history of Adventureland Resort, Mike believes it creates a deeper connection with both employees and guests, enhancing the overall experience.
Shifting culture
"Keeping [employees] in a positive mindset, giving them the right accolades when necessary, that's a big part of the strategy here is just that acknowledgment and kind of immediate reward."
Mike emphasizes the significance of fostering a positive work culture by recognizing and rewarding employees for their contributions. He believes that by prioritizing employee satisfaction and well-being, it translates into better guest experiences and ultimately drives business success.
The importance of mentors
"There's no way you would have been able to come up with your leadership style on your own."
Mike underscored the pivotal role of mentors in shaping leadership styles and navigating challenges in the attractions industry. He highlighted the value of seeking guidance from experienced professionals who can offer insights, support, and feedback. Through mentorship, leaders can refine their skills, make informed decisions, and cultivate successful careers.
Contact Information:
Adventureland Resort - AdventurelandResort.com
Email: Mike.Lusky@palaceentertainment.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 Jun 04, 2024
Tuesday Jun 04, 2024
Melissa Oviedo is the Chief Business Officer of BMorrow Productions. Melissa brings a rich background in the attractions industry, having previously worked with Nassal, where she honed her expertise in project management and strategic development. Now, as the Chief Business Officer of BMorrow Productions, Melissa spearheads initiatives aimed at driving innovation and fostering growth within the company's diverse portfolio of projects. In this interview, Melissa talks about sustainable growth, building perspectives, and asking the right questions.
Sustainable Growth
"Sustainable growth isn't just about numbers; it's about creating a lasting impact that benefits not only the business but also the environment and the community it serves."
Melissa emphasizes the importance of sustainable growth in her role with BMorrow Productions and discusses strategies for maintaining steady progress while ensuring long-term viability. Melissa advocates for a holistic approach that considers environmental, social, and economic factors. She highlights the significance of fostering relationships with local communities and minimizing ecological impact. Furthermore, Melissa delves into the role of innovation in driving sustainable growth, stressing the need for continuous adaptation and improvement.
Building Perspectives
"Diversity in perspectives isn't just a buzzword; it's the key to unlocking innovation and driving meaningful change within our industry."
Melissa underscores the value of diverse viewpoints in enhancing creativity and problem-solving. Melissa emphasizes the importance of fostering an inclusive environment where all voices are heard and respected. She shares insights on leveraging differences in perspectives to drive innovation and enhance guest experiences. Melissa also discusses the challenges and opportunities associated with building perspectives within a rapidly evolving industry landscape.
Asking the Right Questions
"The ability to ask the right questions isn't just about seeking answers; it's about challenging assumptions, exploring new possibilities, and ultimately, driving strategic decision-making."
Melissa discusses the significance of asking the right questions to drive strategic decision-making. She emphasizes the importance of curiosity and critical thinking in identifying opportunities and mitigating risks. Melissa shares practical tips for refining questioning skills and encourages professionals to challenge assumptions and explore alternative perspectives. She emphasizes the role of asking the right questions in fostering a culture of innovation and continuous improvement.
Contact Information:
Melissa Oviedo
Email: melissa.oviedo@bmorrowproductions.com
BMorrow Productions
Website: www.bmorrowproductions.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: