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

Tuesday Dec 05, 2023

Episode 326 - Matt and Josh talk about the Hospitality Mentality

Tuesday Dec 05, 2023

Keep connecting with IAAPA in 2024! Join your colleagues and peers at the IAAPA FEC Summit from January 21st to the 23rd in San Antonio, Texas. Or, plan to celebrate the industry’s most significant achievements at the new IAAPA Honors event held in conjunction with the IAAPA North America Summit, March 3rd to the 5th in Las Vegas.

We can’t wait to see you there! Visit IAAPA.org for more information.

It’s time to change the way we think about customer service. For so many years, we’ve heard phrases like “treat the customer with respect,” “put yourself in the guest’s shoes,” “customer service is just about being nice,” or “the customer is always right.” In Josh’s new book, The Hospitality Mentality, he offers a fresh perspective to customer service that aligns more with guest experience and loyalty instead of traditional customer service. While the concepts apply to all business types, the book was written with the attractions industry top of mind. In this episode, Matt and Josh explore The Hospitality Mentality, covering topics that include working with people, how hospitality is for everyone, and how our guests don’t need us.

Working with people

The hospitality industry, including attractions, requires a desire to work with people as a requirement for the job, and therefore isn’t for everyone. However, even if you are a people person, without a proper understanding and implementation of the Hospitality Mentality, an organization won’t be able to deliver the fantastic service standard they want to provide to their guests.

To add context, Josh reminisces about a restaurant he visited, noting that it was staffed with excellent employees who believed they were well-suited for the hospitality industry due to their kindness and authenticity. However, despite their admirable intentions, the lack of a hospitality mindset made the overall experience frustrating for visitors, despite the fact that the employees were “nice,” and the restaurant ultimately closed.

Hospitality is more than an industry

Josh shares that hospitality is a universal language that extends beyond the leisure industry. Connecting the dots of Josh's ideas reveals the simplicity of applying these principles to any context, but mostly those involving human interaction.

Throughout the process of publishing his book, Josh has shared many stories on how these ideas have gone beyond the walls of the attractions industry. A manager at a child support call center found value in adopting multiple ideas that not only enhanced the service provided, but also positively impacted their team. Furthermore, a member of a homeowner’s association shared that they wished the association had the Hospitality Mentality to make the experience even more enjoyable and swiftly resolve issues for its members.

Guests don’t need us

Josh shared a simple principle in his book that centered around one idea: guests don't need us. However, Josh uses this as an opportunity, and breaks it down into a simple three-step idea that helps build the hospitality mentality.

First, it’s important to know that guests don’t need us, which leads us to Josh's second point; guests’ alternative options are limitless. Alternative options can span from direct, local competition all the way to streaming services and at-home entertainment. Knowing this, Josh shares that we need to show our guests that we know that. Guests come to an experience expecting it to exceed all the direct and indirect competitors, and we need to prove them right by providing the best possible experience they can ask for.

To learn more about The Hospitality Mentality (and to purchase a signed copy), click here. As of December 5th, 2023, The Hospitality Mentality is available at your favorite bookstore and online.

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

Scheduling and correspondence by Kristen Karaliunas
A/V editing by Abby Giganan
Summary written by Mason Nichols

To connect with AttractionPros:

Tuesday Nov 28, 2023

Episode 325: Greg Fuller talks about taking care of the team, the Anakeesta experience and getting out of your comfort zone

Tuesday Nov 28, 2023

Greg Fuller is the General Manager of Anakeesta, a renowned mountaintop park in Gatlinburg, Tennessee. Greg started in the attractions industry at the age of 16, working in a warehouse at Six Flags. After completing his college education, Greg stayed with Six Flags, progressing through a diverse range of roles, like Park Services Director to eventually General Manager. After working with Six Flags for 32 years, Greg decided to take on a new challenge as the General Manager of Anakeesta, where he now brings spectacular experiences and views to guests of all ages. In this interview, Greg talks about taking care of the team, the Anakeesta experience, and getting out of your comfort zone.

Taking Care of the Team

"If you take care of your team, your team will take care of you."

Greg knows that there’s a big difference when it comes to being a good manager vs. being a good leader. According to Greg, exceptional leaders prioritize the well-being of their teams and cultivate an environment where employees are enthused about their work, ultimately generating game-changing results.

Greg also emphasizes the importance of soft skills. Throughout his career, Greg has taken leaps into roles where he doesn’t have much technical experience. Yet, by prioritizing the well-being of his team and building a positive culture, Greg discovered that his team was able to impart the technical skills he needed for success and growth.

The Anakeesta Experience

"We want people to walk away feeling they really experienced the Smoky Mountains."

Anakeesta is a very unique and special location in the Smoky Mountains. Unlike most parks, you can’t just park your car and walk in. Anakeesta requires special transportation up the mountains, and it isn’t until you finish the 18-minute journey that you can see the fantastic views from above.

Anakeesta is an outdoor adventure park, and is surrounded by nature. With incredible views and diverse entertainment offerings, including a brand new mountain coaster, guests will have no struggle finding something that will take their breath away. Greg also shares that the employee experience is incredible, and that it’s fascinating to watch the park change through the seasons, which is something they’ve been marketing to guests to create a truly year-round operation.

Getting Out of Your Comfort Zone

"Don't be afraid to network. Don't be afraid to get out of your comfort zone."

With 32 years of experience in many different roles, Greg knows all about getting out of the comfort zone. Greg shares that for people looking to build a career in the attractions industry, getting out of their comfort zone is the best way to break through that wall. The industry is all about relationship building, and Greg shares that going out and finding mentors was a very rewarding experience he had.

By building these relationships and showing your passion for the industry, doors will continue to open. Greg shares that if it weren’t for the people he met and built relationships with, he wouldn’t be where he is today. By putting yourself out there and fostering those important relationships, you’re carving your own path to be an even better attraction pro.

To connect with Greg, you can find him on LinkedIn or email him at gfuller@anakeesta.com.

To learn more about Anakeesta, click here.

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

Scheduling and correspondence by Kristen Karaliunas
A/V editing by Abby Giganan
Summary written by Mason Nichols

To connect with AttractionPros:

Tuesday Nov 21, 2023

Episode 324: Valerie Cockerell talks about being an expat, how to manage like a mother, and bridging the gender gap

Tuesday Nov 21, 2023

Valerie Cockerell is a Leadership Coach and celebrated author, best known for her new book, Manage Like A Mother. Valerie found her passion for working with people when she moved to London at 16. Exposed to diverse cultures, she developed a profound love for learning about people and their behaviors. Following this, she moved to Florida, where she worked at Walt Disney World before becoming a part of the opening team for Disneyland Paris. Today, Valerie leverages her distinctive experiences and insights as a leadership consultant, assisting leaders in their growth journey and fostering the development of their teams. In this episode, Valerie talks about being an expat, how to manage like a mother, and bridging the gender gap.

Being an Expat

"You have to be an expat once in your life."

After relocating to London at 16, Valerie realized the value of being an expat. Valerie emphasizes that on some level, we’re the same, but people need to learn to appreciate cultural differences, as it teaches us priceless lessons about learning to work with different people and different personalities.

Valerie shares that when you become an expat, you develop a critical eye and begin to notice things that most people typically can’t see. By developing this critical eye, you can begin to see why people have the behaviors they do and why every person has a different approach to work and to leadership.

How to Manage Like a Mother

"A mom gives feedback every day. She doesn't wait until the performance evaluation at the end of the year."

Valerie knows that being a leader is overwhelming, and she wrote her book Manage Like A Mother to help. After all, looking at leadership through the perspective of a mother answers a lot of tough questions. The skills that are required to be a mother are very similar to the skills required to be a leader. Having that long-term vision for your team and nurturing growth can take the work environment to the next level.

Valerie says that similar to the investment you would have with a child, you should have a similar investment in your team. Taking an individual from a ‘young age’ and giving daily feedback and sharing your vision for them can make a distinctive difference in their growth as an employee, while also helping them spread their wings. Additionally, every child is different, and knowing that you can’t repeat the same behavior with everyone is key to being a good leader.

Bridging the Gender Gap

“The emotional intelligence that women bring to the workforce really makes a difference.”

Most leaders in the world are men, and if you ask them who the most influential figure in their life is, most of them would say that it was their mother. Valerie says that it’s important to bring this into the workplace as well, because women are also incredibly strong and passionate leaders that can make a difference.

Additionally, Valerie shares that workplaces shouldn’t view maternity as time away from work, but rather a time where women can gain skills. Caring for a child can teach many important lessons, and these lessons translate very well into the workplace from a leadership perspective.

To connect with Valerie, you can find her on LinkedIn. To learn more about Cockrell Consulting, click here. Valerie’s new book, Manage Like A Mother, is available at all bookstores and Amazon.

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

Scheduling and correspondence by Kristen Karaliunas
A/V editing by Abby Giganan
Summary written by Mason Nichols

To connect with AttractionPros:

Tuesday Nov 14, 2023

Episode 323: Michael Shelton talks about connecting members, IAAPA’s culture and 9 miles of aisles

Tuesday Nov 14, 2023

Calling all thrill makers, fun creators, and AttractionPros! Get ready for the ride of a lifetime at IAAPA Expo 2023 - the global attractions industry’s premier event. Join us in Orlando, November 13-17, for a week of learning, networking, and exploring trends and new technologies. Discover innovative solutions for growth that will supercharge your business and enhance your career.

Michael Shelton is the Vice President and Executive Director of IAAPA (International Association of Amusement Parks and Attractions) North America. Michael began his career in the attractions industry during his teenage years when his mom suggested that he get a job at Hyland Hills Water World outside of Denver, CO. Over the course of two decades, Michael has progressed within the industry, and was recently appointed as the Vice President and Executive Director of IAAPA North America. Michael now plays a pivotal role in organizing the largest attraction expo globally and contributing to the growth and new age of IAAPA. In this interview, Michael talks about connecting members, IAAPA’s culture, and the 9 miles of aisles.

Connecting Members

"What IAAPA does best is connect members."

Bringing people together solves problems, and that’s what IAAPA does best. As an organization covering diverse disciplines and trades, IAAPA serves as a hub where open communication and interactions flourish. Within this collaborative environment, innovations are birthed, and unsolvable challenges find solutions through the collective efforts and expertise of the varied professionals brought together under the IAAPA umbrella.

To build this collaborative atmosphere, Michael has a straightforward approach: more meetings across more regions. Through a diverse array of social events, webinars, educational sessions, and various gatherings of different sizes and formats, members are provided with ample opportunities to connect and engage with one another.

IAAPA’s Culture

"We all need to advocate for this industry."

Michael knows that IAAPA’s corporate environment has a very unique and fun culture. In order to succeed, IAAPA brings in professionals from the organization industry, but also the attractions industry. By cultivating an atmosphere of collaboration and fun, IAAPA consistently delivers great results year after year.

But Michael knows it goes further than that. After all, IAAPA is so much more than an expo. With around 50 committees of volunteers, IAAPA builds a culture centered around the shared affection among its members.

9 Miles of Aisles

"Bring your comfortable walking shoes."

IAAPA is dedicated to delivering its best expo year after year, and Michael knows that this year won’t come short of that goal. With the expo being IAAPA’s biggest offering, it can help open the eyes of professionals around the world to just how big the attractions industry truly is.

From food carts to a brand-new expo photo system, IAAPA is planning on hosting a fantastic expo for 2023. From professional offerings like a new alcohol beverage and innovation pavilion and a record-setting drone show in the evening of the expo, IAAPA is geared up to have another fantastic year.

To connect with Michael, connect with him on LinkedIn, or send him an email at mshelton@iaapa.org.

To learn more about IAAPA, click here.

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

Scheduling and correspondence by Kristen Karaliunas
A/V editing by Abby Giganan
Summary written by Mason Nichols

To connect with AttractionPros:

Tuesday Nov 07, 2023

Episode 322: Jenn Whitmer talks about creating positive culture with complex people, conflict as a posture, and the importance of rest

Tuesday Nov 07, 2023

Jenn Whitmer is a renowned speaker, leader, and enneagram specialist. Jenn’s professional journey started in music education, and it was after her transition into school administration that she discovered her deep-seated passion for leadership and conflict resolution. After watching a positive workplace fall apart, Jenn made it her mission to share her powerful message of how personality and leadership intertwines, making her a perfect guest for our podcast! In this interview, Jenn tells us about creating positive culture with complex people, conflict as posture, and the importance of rest.

Creating Positive Culture with Complex People

"Welcoming people as whole people creates more productivity at work."

Jenn shares that workplaces should be viewed as communities, not families. By fostering an environment where colleagues are welcomed with open arms, individuals feel at ease being their authentic selves at work. This approach not only promotes diversity and contributes to a positive workplace culture where emotions are valued, but it helps people experience that wonderful sense of belonging.

Jenn's strategy, known as Joyosity, revolves around what she calls the "Three E's" - Exploration, Engagement, and Experience. This approach encourages colleagues to freely explore their work, become deeply engaged in their tasks and responsibilities, and ultimately have a great experience by feeling welcomed and appreciated.

Conflict as Posture

"80% of conflict is miscommunication."

Viewing conflict as a posture is simple - instead of thinking of conflict as individual vs. individual - Jenn says it should instead be looked at like the game ‘Red Rover’, where it’s an intertwined team fighting to break the conflict across the field. It’s not people vs. people, it’s people vs. conflict.

Additionally, most conflict stems from limited resources and different angles. Instead of framing these situations as conflicts, consider them opportunities for problem-solving that can help the identification of miscommunications and lead to the resolution of the "conflict" in a much more straightforward manner.

The Importance of Rest

"As leaders, we should encourage people to take time off."

It’s simple, when we’re not rested, we’re not effective. Jenn shares that most of the Western world overworks themselves and has lost the true definition of rest. Rest is recognizing that we’re limited, and when we accept and work around those boundaries, we become much more productive.

Jenn highlights that she has three essential keys to achieving proper rest. First, she emphasizes the value of taking mini-breaks to relax the brain. Second, utilizing all of your allocated vacation time can significantly contribute to productivity. Lastly, she underscores the critical importance of tending to your body's physical needs, which includes maintaining a healthy diet and ensuring adequate sleep to get true rest.

To learn more about Jenn, click here. To connect with Jenn, connect with her on LinkedIn or follow her on Instagram.

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

Scheduling and correspondence by Kristen Karaliunas
A/V editing by Abby Giganan
Summary written by Mason Nichols

To connect with AttractionPros:

Tuesday Oct 31, 2023

Episode 321: John Dunlap talks about micro amusement parks, being the exact customer and attractions as a luxury

Tuesday Oct 31, 2023

John Dunlap is the Chief Executive Officer of Five Star Parks and Attractions. John has been in the attractions and hospitality business his entire life, dating back to when he worked in a restaurant kitchen at 14. He later went on to start a travel agency, which led to a career with Starwood, then had the opportunity to take on the role of Executive Director at the San Diego Zoo, thus beginning John’s transition into the attractions industry. John became CEO of Five Star Parks and Attractions in January 2022, which provides financial backing to family entertainment centers and micro-amusement parks to achieve lasting success. In this interview, John talks about micro-amusement parks, being the exact customer, and attractions as a luxury.

Micro-amusement parks

“We coined the concept of micro-amusement parks.”

There are so many different types of facilities that fall under the umbrella of the attractions industry. Many of them are well-defined, such as a zoo, museum, or aquarium, whereas in the FEC sector, the definition of a family entertainment center has been stretched considerably over the last several years. While the differentiator between an FEC and an amusement park is generally defined by the presence (or lack) of a gate, there are several subsets of family entertainment centers.

When Five Star Parks and Attractions was born, they identified the subset of what became known as the “micro-amusement park,” which is smaller than a traditional regional park, yet larger than a standard family entertainment center. The micro-amusement park includes properties that are fully indoors, as well as those that are a mix of indoor and outdoor experiences, often with rides, food, and games.

Being the exact customer

"I get most of my best customer feedback from my kids."

When asked about leadership lessons that he’s gained from his wide variety of experiences, John says that he is fortunate to have been the exact customer at each point in his career. He talks about when he began working in hotels, he recalled back to his childhood, where he viewed staying in a hotel as a luxury, which formed the standard that he strived for when delivering the guest experience. John says that he is “mortified by mediocrity” and he regularly looks for what can be improved.

John then joined the San Diego Zoo around the same time that he had his first child, allowing him to once again see the guest experience through the eyes of a child. This influenced decisions that he was a part of at the zoo that led to substantial growth. Today, now that his kids are older, he is once again the exact demographic that Five Star Parks and Attractions serve.

Because the work is so important to him personally, John never feels like he’s trading time for money, and says he feels like every day he gets to work on his passion project.

Attractions as a luxury

"We never take for granted that we're competing for a limited share of wallet."

Just like John’s perception of staying in a hotel as a luxury, he looks at the attractions industry in the same way. Considering variable economic conditions, John states that they recognize that there are countless other ways for people to spend their time and money. As a result Five Star has invested heavily into the properties that they have acquired to upgrade the experience, enhance the existing brands that they’ve brought into the portfolio, and focus heavily on training and development.

As Five Star looks to the future, the company’s growth plan includes acquiring additional brands that deliver a high quality experience that meets the mindset of attractions being a luxury, along with continuing to reinvest in the experience at each property in the portfolio.

To learn more about Five Star Parks and Attraction, www.fivestarparks.com. To get a hold of John directly, reach out via email at jdunlap@fivestarparks.com.

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

Scheduling and correspondence by Kristen Karaliunas

To connect with AttractionPros:

Tuesday Oct 24, 2023

Episode 320: Dave Carey and Kristen Seitz talk about tech that you forget, managing pain points, and entitlements vs. tickets

Tuesday Oct 24, 2023

Kristen Seitz and Dave Cary are the Co-Founders and Senior Consultants of The Recur Group, a company focused on helping attractions and facilities find seamless and hassle-free solutions to upgrade their point of sale systems. Kristen and Dave both started at Walt Disney World, helping upgrade standard paper ticketing to the automated ticketing system we know today. After getting their start in the industry, Kristen and Dave both established decorated careers helping venues and their ticketing systems. Today, Kristen and Dave are now part of The Recur Group, helping take the next big leap in the ticketing industry. In this interview, Kristen and Dave talk about tech that you forget, managing pain points, and entitlements vs. tickets.

Tech That You Forget

“From a technical side, we don't want to be remembered.”

Kristen and Dave know the importance of ensuring that the ticketing and entry process is a seamless, almost forgettable experience for guests. A well-functioning ticketing system allows visitors to bypass the hassles and concerns often associated with a flawed system. This, in turn, enables guests to make the most of their time in the park, leading to increased enjoyment and the opportunity to create more memorable experiences.

If you hear a guest talking about a park entry, it’s rare that it’s in a positive light. By staying attuned to the tech-savvy visitors and implementing a user-friendly system that accommodates everyone, parks can significantly enhance the overall guest experience by simply letting them forget.

Managing Pain Points

"When decision-makers are sitting around the table, they are looking out for their own interests."

It’s too often that attractions try to force a square peg into a round hole. When it comes to addressing and managing pain points, Kristen and Dave know the significance of identifying not only the current pain points but also anticipating potential ones. This comprehensive assessment involves examining issues from various angles and perspectives, from the high levels of finance to the mindset of the frontline operator.

But if pain points had easy fixes, we wouldn’t have any. Kristen underscores that in order to effectively address these points, the team must immerse themselves in the situation by putting their boots on the ground and gaining a thorough understanding of the issue at hand in order to offer a viable solution.

Entitlements vs. Tickets

"We're not talking about tickets. We're talking about entitlements."

An entitlement is simply a ticket with great functionality. By providing guests with greater capabilities through their ticket, such as granting access to their rooms and serving as a means of payment, we can significantly enhance the overall guest experience. This added flexibility empowers guests to have more control over their day, ultimately contributing to a better experience.

Additionally, by providing these services with one entitlement, it can become possible to collect more comprehensive data. This wealth of information can be harnessed to offer guests highly detailed and personalized predictions to enhance their experience.

To learn more about The Recur Group, click here. To connect with Kristen, connect with her on LinkedIn. To connect with Dave, you can also find him on LinkedIn. You can also email davecarey@recurgroup.com and kristenseitz@recurgroup.com.

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

Scheduling and correspondence by Kristen Karaliunas
A/V editing by Abby Giganan
Summary written by Mason Nichols

To connect with AttractionPros:

Tuesday Oct 17, 2023

Episode 319: Paul Ciesiun talks about solving the unsolvable, thinking like an inventor, and growing as a leader

Tuesday Oct 17, 2023

Paul Ciesiun is the President of L3DFX, an award-winning creative studio specializing in the design and manufacturing of themed elements and immersive environments. Getting his start in the Air Force, Paul found a passion for inventing and problem-solving at a young age. During his college years, Paul says he used that passion to help redefine the paintball industry, filing 19 patents and developing water-based film to replace typical petroleum processes for manufacturing paintballs. After deciding to theme his own paintball park, Paul took his talents to the amusement industry where he now serves as the President of L3DFX, helping deliver thousands of projects to take themed entertainment to the next level. In this interview, Paul talks about solving the unsolvable, thinking like an inventor, and growing as a leader.

Solving the Unsolvable

“If you tell me I can’t do it, that’s my biggest motivation.”

When it comes to addressing problems, Paul asserts that the problem-solving process remains consistent. Throughout his career, Paul has never encountered problems that are fundamentally unsolvable. It's all about approaching these issues from a fresh and unique perspective, coupled with a dedicated effort to gain a deep understanding of the problem at hand, as it’s true that any challenge can be overcome.

Paul's career has seen him tackling a diverse range of challenges, from reimagining the fundamental properties of paintballs to devising a UV system for cleaning keypads during the height of the COVID-19 pandemic. His approach underscores the importance of listening to the world around you and finding what you think needs to be changed, as the only unsolvable problem is the one that isn’t found.

Thinking like an inventor

"Everything around you is a solution to a problem."

When it comes to thinking like an inventor, Paul mentions the paramount importance of examining every problem from multiple angles, from straight on to upside down. To authentically think like an inventor, one must go beyond traditional perspectives and approaches, striving to find innovative and unconventional solutions.

Even with an inventive mindset, many principles are applicable to other lines of work. Inventors even approach patent filing creatively, drafting their ideas in a way that distinguishes them from previously filed patents. This process necessitates originality and teamwork, both of which are key elements in becoming a leader.

Growing as a Leader

"It’s difficult to lead without knowing how people perceive you."

Paul's path to leadership was sculpted by the initial challenges, and he reminisces about his early days as an immature leader. During this time, he primarily focused on achieving results rather than nurturing a cohesive team that could collectively take the necessary steps to attain those results. By building a team that feels supported and knows that they can win, Paul has changed his perception and helped create a healthy and prosperous environment.

Paul emphasizes that to become a great leader, it's essential to self-evaluate at the end of each day. Ask yourself the hard questions on “Am I helping my team win?”, “What could I have done for this individual?” and “What should I have done differently?” All of these questions provide valuable insights that can be integrated into one's leadership approach.

To learn more about L3DFX, click here. To connect with Paul, connect with him on LinkedIn, or send him an email at paul@L3DFX.com

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

Scheduling and correspondence by Kristen Karaliunas
A/V editing by Abby Giganan
Summary written by Mason Nichols

To connect with AttractionPros:

Tuesday Oct 10, 2023

Episode 318: Adrea Gibbs talks about combining creative with operations, performing at work, and embracing diversity

Tuesday Oct 10, 2023

Adrea Gibbs is the CEO, Artistic Director, and Experience Consultant of Alriginal Productions, where she is hyperfocused on behavioral training, hiring, and operational excellence. Adrea says that she combines her creative side with her operational side to elevate guest and employee experience, using the human element to help people understand biases, mental health, and multi-level learning opportunities. In this interview, Adrea talks about combining creative with operations, performing at work, and embracing diversity.

Combining creative with operations

“We’re continuing to innovate the artistic side without losing integrity, but we employ things that functionally make things better for both guests and employees.”

Adrea began her career in the Entertainment department at Disneyland, and after becoming proficient with the theatrical side of the business, continued her career path in other avenues, including children’s fitness and construction management. Adrea’s unique lens has allowed her to gain a full overview of both sides of the same coin.

In themed entertainment, this type of viewpoint is critical because there is both an aesthetic need and a functional need. The creative side must deliver a product that is visually appealing and outstanding, whereas it also must have the functional elements so that the operators can successfully deliver it.

Performing at work

"We don't necessarily think of ourselves as a performer in our job, but we are."

When a team member comes to work and punches in, they are simultaneously punching out the rest of their life. This means that anything frustrating in their life, such as a disagreement with their partner, a conflict at the coffee shop, or just waking up on the wrong side of the bed, is getting punched out and left with their timecard. At the end of the day, the team member punches out of work and takes their personal matters back.

This means that while they are at work, they are playing the role of their job function, whether it is a frontline team member, supervisor, manager, director, or executive leader. This type of attitude allows team members to better manage everything that comes their way over the course of the day - both positively and negatively, when they recognize that they are performing a role, and get to go back to themselves at the end of the day.

Embracing diversity

"We should not be setting boundaries on anybody."

Growing up, Adrea belonged to a church that she says had an open mind and an open heart, and their youth program ensured that young members were able to see and understand religions other than her own. Additionally, she shares the story of a family member with spina bifida that, despite physical limitations, everyone always ensured to include him in any way possible. Adrea shares a story of a cast member at the Magic Kingdom who wanted to climb the stairs to the top of Cinderella Castle, and despite being blind, said that the view was “the most beautiful view” he had ever seen.

Adrea stresses that people set their own boundaries based on their capabilities, and we should not judge people based on their container, but based on what’s inside. When it comes to integrating this mindset into an organizational culture, Adrea says that training and education are critical. The training cannot be a one-and-done exercise, but must continually be woven into the employee experience so that the concepts continually resonate throughout the team.

To connect with Adrea, connect with her on LinkedIn, or send her an email at an.alriginal@gmail.com.

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

Scheduling and correspondence by Kristen Karaliunas
A/V editing by Abby Giganan

To connect with AttractionPros:

Tuesday Oct 03, 2023

Episode 317: Brendan Walker talks about structuring and creating emotions, the formula for thrill, and failing positively

Tuesday Oct 03, 2023

Brendan Walker is the Founder Director of Studio Go Go and the Thrill Laboratory. Billed as the world’s only Thrill Engineer, Brendan spends his time designing and creating thrilling experiences. He regularly features in character as the Thrill Engineer and has worked with international groups such as Nissan, Durex, Royal Caribbean, & Merlin Entertainment to communicate & amplify core experiential brand components by working both in front, and strategically with the client’s team behind camera. In this fascinating conversation, Brendan talks about structuring and creating emotions, the formula for thrill, and failing positively.

Structuring and creating emotions

"The granularity of anticipation goes from months to weeks to days to hours to minutes to seconds leading to the experience."

Emotions may feel random, but in fact they are calculated reactions to specific stimuli. Long before there were roller coasters and thrill rides, our emotions, such as fear, worked to keep us safe in the event of danger. According to Brendan, for the engineers that are paying attention, it’s very possible to intentionally weave in experiences that stimulate specific emotions to enhance or drive the experience.

But it also goes beyond merely tapping into the emotions a guest may feel at a certain time. It’s also about creating emotions, perhaps where the guest didn’t expect them. For example, the telling of an attractions’ story begins prior to the visit, so feeling a sense of anticipation, even a little uneasiness before even stepping on the property can elicit a stronger emotional response to the experience itself.

The formula for thrill

"You can quantify thrill."

Brendan not only recognizes that thrill can be quantified, but he goes on to explain where the thrill-seeking gene, D40R lives within us. This gives experience creators a formula or road map to follow when designing experiences. While nothing is foolproof, it means you can be a bit more confident that your new attraction will deliver the thrill your guests seek.

In a survey about what people find thrilling, the answers ranged from whitewater rafting to knitting, but the formula was the same. People described the sensation of thrill as a “sudden and large increase in both pleasure and arousal at the same time.” This indicates that regardless of the level of the thrill, the formula to get there is consistent.

Failing positively

"If something is going to fail, we want it to fail positively."

Most parks or attractions that have rides with a high thrill factor play up that angle to get noticed, to market their latest and greatest creations and to generate positive buzz to bring in visitors. Then, if the ride happens to go down, and especially if people are left in an uncomfortable position for an extended period, those without the behind-the-scenes knowledge will assume, largely due to the park's assertion, that those guests are in real danger.

To the contrary, the ride manufacturer and the park officials know that in the majority of cases, the ride behaved exactly as it should have and the guests are actually quite safe. This is what Brendan means about failing positively… that even with a malfunction, there is still a positive outcome.

Brendan invites you to visit both Studio Go Go and the Thrill Laboratory to learn more, and to contact him directly: brendan@studiogogo.ltd.

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

Scheduling and correspondence by Kristen Karaliunas
A/V editing by Abby Giganan

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