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 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

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. Register by November 10th at iaapa.org/iaapaexpo and save up to 30% and get an additional $10 off with code apros.

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

To connect with AttractionPros:

Tuesday Sep 26, 2023

Episode 316: Alessandro Zamperla talks about pure joy, embracing authenticity, and knowing where you’re from

Tuesday Sep 26, 2023

Alessandro Zamperla is the President and CEO of Central Amusement International Inc. (CAI), which owns and operates Luna Park at Coney Island in New York City. Alessandro refers to Coney Island as being one of the “most iconic and influential” amusement parks in the world, and CAI has the responsibility of being the custodian of a historic landmark while also ensuring that the park can serve the guests of today and in the future. In this interview, Alessandro talks about pure joy, embracing authenticity, and knowing where you’re from.

Pure joy

"Through the moments of difficulty is when you can better appreciate moments of pure joy and exhilaration."

When Alessandro first began working at Coney Island, he worked in food service, flipping Nathan’s Famous Hot Dogs. Alessandro says that this allowed him to connect with other individuals in a unique way. More than solving hunger for his guests, he viewed it as fulfilling a purpose beyond that of the guest that extended beyond eating a hot dog. Given the iconic status of the park, eating a Nathan’s hot dog at Coney Island is an experience in and of itself.

In our industry, we are not just providing a product or a service, according to Alessandro. We are providing the full experience of being a human being. We often get caught up in the day-to-day details that parks and attractions need in order to operate, and every once in a while we need to step back and realize the purpose in our guests’ lives that we get to fulfill for them.

Embracing authenticity

"The KPIs can never replace the passion."

Coney Island is the people’s playground. Given its history, it has developed a strong reputation, although part of Coney Island’s history is less glamorous than it is today. When asked if the park is still facing some of its previous reputation, Alessandro feels that instead of fighting the view of its past, it’s important to embrace its authenticity while striving to deliver the superior experience that it offers today. Through moments of difficulty, whether it is the park’s past reputation or the challenges brought on by the pandemic, it allows you to fully appreciate the pure joy and exhilaration that the park offers today.

For example, Alessandro refers to the day that Coney Island reopened from the pandemic as one of the best days in his professional life. The incremental anticipation that New York residents felt for the park’s reopening led to such a high level of appreciation that the park was open, and guests were more forgiving for any hiccups in the guest experience.

Knowing where you’re from

"It's about the heart. It's about loving what you do."

While Coney Island has a significant role in American culture, the park must maintain its relevance to new and emerging audiences. Alessandro stresses the importance of preserving the park’s history while also incorporating modern technology that guests expect when visiting amusement parks, which he refers to as “authenticity with innovation.” For example, the Cyclone, which originally opened in 1927, is still manually operated, so guests know that they are riding a part of history, while the park also strives for continuous improvement.

The sense of knowing where you’re from also extends to Alessandro’s role in the Zamperla family. Alessandro speaks to the generational significance of the family’s business, and the role that Coney Island plays in it. One example that he shares includes two intertwined rides, Tony’s Express and Leti’s Treasure, named after Alessandro’s grandparents, evoking Italian’s romantic culture. Additionally, he gives a glimpse of the food options available in the park, which includes high-quality artisanal Italian cuisine.

To learn more about Luna Park at Coney Island, visit www.lunaparknyc.com for an overview of the park and its history. To contact Alessandro, connect with him on LinkedIn.

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

To connect with AttractionPros:

Tuesday Sep 19, 2023

Episode 315: John O’Driscoll talks about growing the team, experiencing Irish history, and future-minded preservation

Tuesday Sep 19, 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. Register by November 10th at iaapa.org/iaapaexpo and save up to 30% and get an additional $10 off with code apros.

John O’Driscoll is the General Manager of Strokestown Park and The National Famine Museum in Ireland. The museum and property allow visitors to experience Irish history and learn about one of the most difficult time periods for the Irish people. John considers himself a steward of the property and hopes that many generations to come will be able to walk the grounds and form an appreciation for what the past has to teach us. In this engaging conversation, we talk about growing the team, experiencing Irish history, and future-minded preservation.

Growing the team

"I may be General Manager, but I'm just part of the team."

John started his career as a landscaper, and still carries with him the attitude to grow, cultivate, and nurture his team. Having come up through the ranks, John understands what it takes to be successful at each level of the organization and doesn’t shy away from “getting his hands dirty” to ensure the job is done right.

John is also quick to point out that even though he holds the title of General Manager, he is just one member of the team. That attitude, that you can’t do it alone, seems to permeate every aspect of John’s leadership philosophy, from listening to employees to ensuring they have the right tools and environment to grow.

Experiencing Irish History

"We want people to use history to take note with what is happening today."

The Great Irish Famine is also referred to as the potato famine, as potatoes were the main source of food for many people living in Ireland in the mid to late 1800’s. While we can’t imagine counting on one crop or food source in 2023, the lessons learned about diversity and the way different economic classes of people fared through a national tragedy are very valid today.

It’s one thing to read about such an event, it’s quite another to bring it to life through stories, murals, artwork, and exhibits. The Famine Museum does just that, giving visitors a real sense of the struggle and pain the Irish people went through. Some may say it's a somewhat sad or depressing subject matter for an “attraction,” but telling the real stories in an engaging way is what will stick with people long after their visit.

Future-minded preservation

"We have to be a little bit commercial, because every penny that comes in goes back in."

It would be wonderful if the property could run solely on donations and grants, but that’s just not the reality. Strokestown Park and the National Famine Museum also relies on visitors paying admission and buying food and souvenirs to help pay salaries and for the upkeep of the property. In that vein, John talks about the fact that their mindset has to be focused at least somewhat on sales and incoming revenue.

The property recently went through a major renovation, but that doesn’t mean everything was modernized. Many of the fixtures and features in Strokestown House are shown as they would have been seen and used in the late 1800’s. This sort of preservation allows the team to tell a genuine story and immerse their guests in the true feeling of the day.

To learn more about Strokestown Park and the National Famine Museum, visit https://strokestownpark.ie/ or email info@strokestownpark.ie. They can also be found on Facebook, Twitter and Instagram. To learn more about the walking/biking trail between Strokestown and Dublin, visit https://nationalfamineway.ie/.

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

To connect with AttractionPros:

Tuesday Sep 12, 2023

Episode 314: Kevin McNulty talks about social media strategy, connecting with people vs. logos, and using social media to drive culture

Tuesday Sep 12, 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 13th-17th, 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. Register by November 13th at iaapa.org/iaapaexpo and save up to 30% and get an additional $10 off with code apros. We’ll be there, and we hope to see you too!

Kevin McNulty is the President, CEO, and Co-Founder of Netweave Social Networking, an agency that works with multiple industries, including attractions, to amplify their marketing through effective social media. Based in Southwest Florida, Netweave found its way into the attractions industry through an aviation museum that connected the company with the Florida Attractions Association. In this interview, Kevin talks about social media strategy, connecting with people vs. logos, and using social media to drive culture.

Social media strategy

"The number one strategy of social media is to be the kind of company people want to say good things about."

Regardless of the industry, the most important aspect of social media marketing is building a relationship with your audience. Part of this is ensuring that the messaging is not only specific and relevant, but also speaks the language of that segment of the industry. For example, attractions with animals under their care should ensure to say “habitat” instead of “cage” and “pool” instead “tank,” otherwise it may misalign from the organization’s mission.

Social media is a two-way street, and attractions must balance their outbound messaging with their inbound posts from their guests, and you don’t get to decide what your guests are talking about online. Instead, it is critical to regularly be monitoring your social media channels so that you can respond quickly, rather than limiting your strategy to one-way communication with your audience.

Connecting with people vs. logos

"People want to connect with people. They don't want to connect with logos."

If you had a celebrity spokesperson, who would it be? This is the question that Netweave asks new clients during the onboarding process to define the brand voice that will weave its way into social media marketing. By unifying the brand voice, the messaging becomes consistent, whether it is done through a third party like Netweave or a team of people on your staff.

People follow you on social media to connect with the brand in ways that they aren’t able to in traditional marketing. If your images are all professional photos that are perfectly posed and your posts are always carefully crafted ad copy, it doesn’t have the same appeal as a more humanized voice that enables conversation with your audience.

Using social media to drive culture

“One of the great things about social media is that it can convert fans into evangelists… and it can do the same thing for employees.”

At the 2023 Florida Attractions Association conference, Kevin and Matt presented a breakout session that introduced a concept that they developed together that ties into both social media and employee retention. They suggested that frontline employees be given a 15-minute “brand ambassador” shift that allowed them to leave their positions and capture photos that can be used for social media content. This would enable them to approach guests and take pictures of families, while also amplifying the amount of content that the social media team can use online.

In addition to the marketing-related benefit, it also is intended to make employees feel more valued in the organization, knowing that they are contributing to a goal that extends beyond their immediate job duties. And in addition to social media, they would also be encouraged to document anything that they see out of place, such as paint chipping or a landscaping issue that needs to be reported.

Kevin and Matt both look forward to learning how operators implement this within their organization and seeing the results that can come from it.

To learn more about Netweave, visit https://netweaveonline.com. You can also follow the company on Facebook, Twitter (X), and Instagram.

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

To connect with AttractionPros:

Tuesday Sep 05, 2023

Episode 313: Jonathan Benjamin talks about immersive illusions, learning from employees, and adapting to multiple cultures

Tuesday Sep 05, 2023

Jonathan “JB” Benjamin is the Chief Executive Officer of Museum of Illusions, an edutainment museum concept bringing guests into a fascinating world of illusions where nothing is ever quite as it seems. With experience at various global restaurant and hotel chains, retail outlets, and trampoline parks, JB brings extensive knowledge to a unique and relatively new attraction type. In this interview, we talk about immersive illusions, learning from employees, and adapting to multiple cultures.

Immersive Illusions

"There's a trend these days of immersive experiences, and we're riding that wave."

JB talks about the uniqueness of the Museum of Illusions as an attraction and its appeal to all ages. In this way, there is a greater opportunity for immersion not only in the facility and the exhibits, but with family members as well. The more you CAN experience together, the more you WILL experience together, which creates richer memories for everyone.

We also learn that immersion does not have to mean VR or the latest technology. JB explains that some of the illusions that guests get to experience are based on older concepts that are given new life in the museum.

Learning from employees

"We learn as much from our employees as they learn from us."

People may complain about it, but the easiest way to reach people, especially younger team members, is to meet them where they are. That means utilizing technology when appropriate, even just to open doors to a deeper conversation.

JB says they are far from the point of being able to say they know everything. Being open to employee feedback and having the ability and willingness to adapt are two things that JB leans on to ensure the employee experience remains fresh and relevant. Listening to his employees is one of the best ways to learn about the community and the guests.

Adapting to multiple cultures

"It's part of our DNA to try to assimilate to the local community."

At the time this episode was recorded, there were Museums of Illusions in 25 countries. JB embraces the differences those countries bring in terms of culture, community, employee base, etc. Just like there is no one-size-fits-all for guests or employees, the same can be said for the operating best practices for all of the countries they occupy.

JB says that a large part of the process of assimilating and adapting to new cultures is to simply talk to the people already living there. They will tell you what will work and what won’t, and where you need to focus your energy to be a part of the community rather than an outlier.

To connect with JB, visit him on LinkedIn, or you can email him at jb@museumofillusions.com. For more information on the attraction and locations, visit Museum of Illusions or stop by one of the locations near you!

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

To connect with AttractionPros:

Tuesday Aug 29, 2023

Episode 312: Mandy Sijbrandij talks about running it like you own it, the observation wheel experience and managing grief

Tuesday Aug 29, 2023

Mandy Sijbrandij is the Owner of Global Leisure Management (GLM), a third-party management company for attractions. GLM oversees the full operation of the business, including hiring employees, managing them, putting policies in place, and running the day-to-day operations, maintenance, marketing, along with accounting services. This allows the owner to turn over the daily operations to a trusted operator. Most notably, GLM operates SkyWheel Attractions, which can be found in Panama City Beach, FL, and Myrtle Beach, SC. During GLM’s early days, however, Mandy lost her husband, and she opens up with her personal story of loss and grief, while still moving forward to launch the business. In this interview, Mandy talks about running it like you own it, the observation wheel experience, and managing grief.

Running it like you own it

“If I’m in a position to fix something or make something better - and every employee is - then I want to do that, and I want everybody on the team to have that same mindset.”

When someone owns a business like an attraction, they have both a financial investment in the property and an emotional investment, which requires an operator that will treat the property the same as the owner would. Mandy shares that this requires frequent communication between GLM and the operator, setting proper terms of the agreement, and then running it as if they own it themselves.

The mindset of running it like you own it extends beyond the management company; it is also how leaders show up to work every day when they talk the talk and walk the walk, as well as with frontline employees. Mandy stresses the importance of sharing the successes of the business with the team so they can see how they can own their own jobs within the influence that they have.

The observation wheel experience

"You can use the wheel as the biggest and best billboard."

An observation wheel is a Ferris wheel, but a Ferris wheel is not an observation wheel. An observation wheel is a modern take on the carnival-style Ferris wheel, though the cabins are often larger and can house more guests, there is usually heating and air conditioning, and perks and amenities that a Ferris wheel does not offer. Not only are they often built in scenic locations that offer guests a spectacular view, but they are also beautiful pieces of architecture that complement any skyline.

Observation wheels can be marketed as an enhanced experience compared to a traditional Ferris wheel often because they are taller, offering sweeping views of the area around them, and can make any location more iconic by intriguing nearby visitors. It’s also an experience that can be done with a group or a family that might not ride a roller coaster together, yet on an observation wheel there are nearly no limitations to riding.

Managing grief

"We're never really talking about grief, and we need to."

In late 2022, while Mandy and her husband Eward were in the beginning stages of forming GLM, Mandy suffered a tremendous personal loss when Eward suddenly passed away. Mandy expressed that her previous employer, Koch Development, always treated her like family and instinctively pushed back the transition of SkyWheel’s management to the newly created company. This allowed her to focus on her family and not on work or the logistics of GLM’s launch, which was pushed until mid-February.

This event has led Mandy to reflect on how employers manage grief within their own employees and even their guests. What does your bereavement policy look like? Does it show empathy toward the employee’s situation, or is it focused on the needs of the business? How flexible are your cancellation policies if a guest has a death in the family? Do you train employees on how to treat guests going through difficult life situations? You may never know what someone is going through at any time.

To learn more about Global Leisure Management, visit www.glmattractions.com. To reach out to Mandy directly, connect with her on LinkedIn.

By the way, if you visit Paradise Pier in Biloxi, you can meet Eward the Dutch Duck, inspired by Mandy’s husband.

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

Scheduling and correspondence by Kristen Karaliunas

To connect with AttractionPros:

Tuesday Aug 22, 2023

Episode 311: Matt and Josh talk about what matters - Lessons from CNC23

Tuesday Aug 22, 2023

Coaster Nerd Con, or CNC23, took place from July 6-14, 2023. This is the annual trek where Matt and two friends take an epic journey to ride roller coasters, debate the best park food and experience the best the industry has to offer. This year, Josh got to join them at their first park, Six Flags Great America. From there, the trio went to Lost Island Theme Park, Adventureland, Worlds of Fun, Silver Dollar City, Frontier City, Six Flags Over Texas, SeaWorld San Antonio, and Six Flags Fiesta Texas. As usual, there were lessons learned along the way. In this episode, Matt and Josh talk about the “things that matter” to the park-going experience.

Enthusiasm matters

For those who know Jeffrey Siebert, Park President at Six Flags Fiesta Texas, you know that he has enthusiasm to spare. In fact, he calls himself an “enthusiast who gets to run a theme park,” and that enthusiasm shows from the look of the park (amazing), the interactions with the team (hospitable and friendly), and the fact that everything was open. His energy is infectious, and that has an incredibly positive impact on the entire operation.

We also ran into team members at other parks, such as Lost Island, who leveled up their own enthusiasm. The gentleman who greeted us for the dark ride and the chef who checked on us as we ate lunch both positively enhanced our experience because of their enthusiasm and positive demeanor.

Recognition matters

There are so many ways to recognize a team member and so many great accomplishments to recognize them for! As we learned from Tony and Gina Claassen, there is something that Silver Dollar City does that combines recognition with a way to immortalize loyal team members.

Disney has the windows on Main Street, and Silver Dollar City has customized, themed posters that are placed throughout the park that recognize team members that have been with the company for 25 years. The best part is that Gina and Tony got to help design their posters and had a choice of where to put them. Next time you’re at SDC, see if you can find them!

Environment matters

The look, the feel, the emotion, the smells, the music… it all plays into the environment you are stepping into and will be the foundation of an immersive experience. Worlds of Fun has done considerable retheming and upgrades to the park, including paint and new facades. Lost Island was clean, incredibly well-themed, and paid attention to the little details that really made a difference.

Props must also be given to the Bamboozler (Round-Up) at Worlds of Fun. The internal paint job (which one could argue wasn’t needed for the ride to function) created a visually interesting and attractive experience not just for the riders but the guests on the midway as well.

History matters

Many rides and attractions have had lives before landing in their current home. Parks also move things all the time to accommodate expansion and new experiences. It truly enhances the experience when a park takes the time to acknowledge and document the journey that a ride has taken to get to its current home.

A notable piece of history for Matt is the Grand Carousel at Worlds of Fun, which used to be at Geauga Lake in Aurora, OH. Geauga Lake was Matt’s home park growing up, and there is a very good chance he rode it when he visited with his family. Sharing the history can develop and strengthen the emotional connection of the experience.

Activities matter

As much as the CNC crew loves roller coasters, it was really fun to discover, observe and participate in a variety of activities that bring people together and let them have fun or challenge themselves in a non-traditional way (for a theme park).

Lost Island had a number of activities that allowed guests to challenge their minds as well as their body. Silver Dollar City staged a good ‘ol fashioned water balloon fight, and Fiesta Texas has a state-of-the-art gaming center.

For more on the CNC23 trip, look for #CNC23 on Facebook and Instagram.

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