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AttractionPros Podcast
AttractionPros
100 episodes
1 day ago
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Management
Business,
Leisure
Episodes (20/100)
AttractionPros Podcast
Episode 415: Matt Cooper talks about a novel approach to lighting, theater realism and budget vs. coordination
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   What’s the one premier event that brings the global attractions industry together? IAAPA Expo 2025, happening in Orlando, Florida, from November 17th through 21st. From breakthrough technology to world-class networking and immersive education, IAAPA Expo 2025 is where you find possible.  And, just for our audience, you’ll save $10 when you register at IAAPA.org/ IAAPAExpo and use promo code EXPOAPROSTEN. Don’t miss it — we won’t!   Matt Cooper is the Founder of SPRK Lighting. With a background in music, theater, and AV integration, Matt brings a unique blend of creative and technical expertise to the attractions industry. After realizing that many of his theater colleagues had moved into theme parks, he joined the industry himself and soon found that lighting design in attractions offered a dynamic canvas for storytelling. SPRK Lighting, founded in 2018, focuses on immersive and intentional lighting design for location-based entertainment venues. In this interview, Matt talks about a novel approach to lighting, theater realism, and budget vs. coordination. Novel Approach to Lighting “It was a novel approach to lighting design, specifically for attraction spaces… It was fun, it was creative, it celebrated the collaboration of a team.” Matt’s entrepreneurial mindset led to the founding of SPRK Lighting with the goal of breaking the mold of the stereotypical grumpy lighting designer. Drawing from his AV integration background, he embraced the design-build model—less common in attractions—which allowed for a more seamless creative process from concept through installation. Matt believes lighting should be accessible, collaborative, and joyful, and that this approach is not only artistically fulfilling but also more cost-effective for regional attractions. By tightly integrating design and execution, SPRK eliminates the common friction between designers and integrators, maximizing value for operators, especially those with lean budgets. Theater Realism “We attempted to bring a kind of theater realism, which isn’t real reality, but it’s our interpretation of reality.” Using a Shanghai project as an example, Matt explained how traditional exhibit-style lighting gave way to more dramatic, theatrical techniques that brought static environments to life. Applying knowledge from live theater—such as manipulating texture, day-to-night transitions, and environmental dynamics—he and his team created lighting effects that made miniature cities appear to breathe. This philosophy elevates lighting beyond utility into a powerful storytelling tool. Whether enhancing drama in a haunted house or invoking wonder in a children’s attraction, Matt emphasizes that lighting can serve as a primary medium for delivering emotional impact—when it’s treated as part of the narrative, not just a technical necessity. Budget vs. Coordination “It isn’t always a budgetary issue. It’s often a coordination issue.” Matt argues that many lighting limitations attributed to budget are actually rooted in a lack of early collaboration. He stresses that meaningful creative integration requires upfront alignment between designers, fabricators, and operators. Too often, infrastructure like power and data is overlooked until late in a project, resulting in compromises that diminish guest impact. Instead, Matt advocates for early conversations that prioritize guest experience, ensure infrastructure supports design goals, and allow the team to find cost-effective yet compelling solutions. As he says, a great guest experience doesn’t come from the most expensive lights—it comes from lights used with purpose, collaboration, and care.   To learn more about SPRK Lighting, visit www.sprklighting.com or connect with Matt on LinkedIn. Whether you're designing a roller coaster or a cookie shop, he’s always open to talking about lighting, bourbon, or Dippin’ Dots at
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2 days ago
47 minutes 31 seconds

AttractionPros Podcast
Episode 414: Lessons from Coaster Nerd Con 2025
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   What’s the one premier event that brings the global attractions industry together? IAAPA Expo 2025, happening in Orlando, Florida, from November 17th through 21st. From breakthrough technology to world-class networking and immersive education, IAAPA Expo 2025 is where you find possible.  And, just for our audience, you’ll save $10 when you register at IAAPA.org/ IAAPAExpo and use promo code EXPOAPROSTEN. Don’t miss it — we won’t! Every year, Matt embarks on a coaster-packed adventure known as CoasterNerdCon (CNC), and this time, the journey took him across Europe to explore some of the continent’s most iconic theme parks. While the thrills were plenty, the biggest takeaways came from the unique operational practices, cultural nuances, and creative design elements that make European parks distinct. In this episode, Matt and Josh talk about Matt’s CNC 2025 trip and what the U.S. attractions industry can learn from parks in the Netherlands, Belgium, Germany, and beyond. Parking Efficiency and Operational Design"You pay for parking on the way out." In contrast to the standard U.S. practice of paying for parking upon arrival, European parks often collect parking fees as guests exit. This adjustment alleviates early morning bottlenecks and allows guests to flow into the parks more smoothly. Matt noted the process was surprisingly efficient, especially when paired with mobile QR code systems. Cultural Influence on Park Hours and Expectations"Europeans want to go home for dinner." Many parks Matt visited closed as early as 6 or 7 PM—a surprising shift from the late-night hours common in the United States. This practice aligns with European cultural norms around evening family dinners, emphasizing how societal values shape operational decisions, even at the cost of potential late-night revenue. Quiet Platforms and Safety through Simplicity"There were no loud spiels... just a thumbs up and you go." Matt observed that European ride platforms are notably quieter than their American counterparts. Without booming safety announcements, parks rely on body language, gestures, and rider intuition—reflecting a different approach to liability and guest trust, possibly stemming from less litigious cultures. Laughter is Universal"Smiles, laughter… it doesn't matter what language you're speaking." Whether at a German theme park or a splash pad in Chicago, Matt and Josh reflected on how joy transcends language. Laughter, excitement, and human connection provide a universal language—an important reminder for guest-facing teams everywhere. The Power of Industry Connections"You must be one of us." Matt recounted how introductions from one industry peer led to behind-the-scenes access, personal tours, and new friendships. These moments underscore the importance of professional networking within the attractions industry and the unique camaraderie shared by theme park enthusiasts. Constraints Fuel Creativity"There’s no trademark on creativity." Parks like Efteling and Phantasialand thrive despite physical limitations like land usage caps or height restrictions. Instead of seeing these as barriers, they use them to drive innovation. Layered layouts, immersive theming, and integrated storytelling show how limitations can lead to imaginative breakthroughs. Authenticity vs. Theming"Is it still theming when it feels this real?" Europa Park’s recreation of European countries felt so authentic that Matt questioned whether it crossed from themed design into genuine reality. Unlike caricature-style lands, these parks replicate realistic environments with subtlety and accuracy—offering immersion without overstated fantasy. Cross-Cultural Communication"Body language and gestures became our best tools." Though Matt doesn’t speak German or Dutch, navigating the parks was easier than expected thanks to signage, body language, and intuitive design.
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1 week ago
48 minutes 52 seconds

AttractionPros Podcast
Episode 413: Olly Morgan talks about persistence over scale, staying true to the culture, and adapting the operations to the technology
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   What’s the one premier event that brings the global attractions industry together? IAAPA Expo 2025, happening in Orlando, Florida, from November 17th through 21st. From breakthrough technology to world-class networking and immersive education, IAAPA Expo 2025 is where you find possible.  And, just for our audience, you’ll save $10 when you register at IAAPA.org/IAAPAExpo and use promo code EXPOAPROSTEN. Don’t miss it — we won’t!   Olly Morgan is the Founder and CEO of Ventrata. With a background in software engineering, Olly entered the travel and attractions industry by building a ticketing system for an online travel agency before founding Ventrata. What started as a necessity after a job loss evolved into a decade-long journey to develop an enterprise-level ticketing solution tailored for large attractions, tour operators, and museums. Ventrata now powers mission-critical systems across the globe, all while being built organically without large rounds of funding. In this interview, Olly talks about persistence over scale, staying true to the culture, and adapting the operations to the technology. Persistence over scale “There’s never been any kind of grand strategic plan or chess move. It’s just been persistence, honestly, on that path.” Rather than pursuing aggressive scaling or courting large-scale venture capital, Olly built Ventrata by focusing on solving real problems in the industry. In the early days, he lived and worked like a monk in the Czech Republic, coding relentlessly with a small team. That laser focus on product development, not scaling for the sake of growth, allowed the company to form a strong foundation. Even during the pandemic, when the travel industry was severely impacted, Ventrata found momentum by offering modern, cloud-based alternatives to legacy systems. The company’s growth came not from massive investment but from consistent progress, deliberate decision-making, and building technology that could truly serve enterprise needs. Staying true to the culture “You’ve got to stay true to your people and your culture… The second you forget that and try to be something else, it never goes well.” As Ventrata scaled to over 120 employees, Olly remained committed to cultivating a culture rooted in shared values and a unified vision. The team has remarkably low turnover, with only five employees leaving in the company’s 10-year history. Olly attributes this to a clear focus on mission-driven work and hiring individuals who care more about purpose than prestige. Instead of hiring flashy executives from big-name companies, Ventrata has relied on the original team and those aligned with the culture. This approach has allowed them to navigate growth pains—like introducing structure and hierarchy—without sacrificing the familial bond that formed in the company’s earliest days. Adapting the operations to the technology “Align yourself really closely to the strengths of a platform that closely matches your requirements—and then completely leverage that.” Olly challenges a common approach in the attractions industry: creating long, rigid lists of tech requirements and expecting software companies to conform. Instead, he advocates for attractions to choose a tech partner whose product direction they trust, and then adapt internal operations to align with the software’s strengths. This philosophy, illustrated through Ventrata’s partnership with Big Bus Tours, allowed for a transformative change during the pandemic. Rather than over-customizing, Big Bus adopted the system’s approach, which led to more efficient implementation and better long-term results. Olly emphasizes that success comes not from Frankenstein-style customization but from mutual alignment and a willingness to embrace change, with technology providers playing an active consulting role during implementation. For more information
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2 weeks ago
49 minutes 27 seconds

AttractionPros Podcast
Episode 412: Mark Shaw talks about CX vs customer service, the ACE framework and recognition isn't rocket science
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.   Mark Shaw is the Founder of SHAW THING CX. With a career that began in hospitality and transitioned into leadership roles at theme parks across the UK and Australia, Mark brings a uniquely people-focused approach to business transformation. He served as CEO of Adventure World in Perth, where he led a dramatic turnaround in guest satisfaction and profitability. SHAW THING CX helps organizations improve guest experiences through a people-first framework that’s grounded in operational excellence. In this interview, Mark talks about CX vs. customer service, the ACE framework, and how recognition isn’t rocket science. CX vs. Customer Service “Customer service is a subset of customer experience. But customer experience is everything from landscaping to signage to lighting to air conditioning, air quality—even marketing efforts.” Mark explains that many organizations mistakenly treat customer service and customer experience as interchangeable terms. While customer service involves direct interactions between staff and guests, CX encompasses every element of the brand—from the first marketing impression to the cleanliness of the restrooms. He emphasizes that customer experience is about the emotional outcome: how a guest feels throughout their entire journey. Mark also cites data showing that guests value their interactions with staff as much as—if not more than—the physical product itself. This reinforces the importance of prioritizing operational consistency and human connection over just flashy attractions or expensive infrastructure. The ACE Framework “ACE is Amplified Customer Experiences. It’s a seven-pillar model built on the service-profit chain, and it starts with leadership.” After leading a remarkable transformation at Adventure World, Mark created the ACE framework to codify what worked. The framework includes seven pillars: leadership, recruitment, onboarding, training, recognition, guest-centricity, and tools. He emphasizes that the first five pillars are entirely about the employee experience, reinforcing the idea that great guest experiences come from engaged, well-prepared teams. ACE also includes 60 building blocks that organizations can assess to identify gaps and areas for improvement. Mark shares that the framework has helped not only theme parks but also organizations across industries, from hospitality to IT. The universal thread? Businesses that rely on human interaction must focus on team empowerment to succeed. Recognition Isn’t Rocket Science “Recognition makes you feel great, and it reinforces the behavior. It’s not rocket science.” Mark makes a clear distinction between reward and recognition. He explains that while bonuses and monetary rewards have a short-lived impact, genuine recognition creates a lasting emotional response and reinforces desired behaviors. At Adventure World, he implemented a high-frequency recognition program—including employee and department of the week/month awards, a public “wall of fame,” and spontaneous “busted” cards for team members who went above and beyond. Recognition was frequent, specific, and public. Mark also encouraged leaders to plan for recognition, suggesting something as simple as a weekly calendar reminder. His message is clear: consistent and meaningful recognition fuels employee morale, team culture, and ultimately, the guest experience. To connect with Mark, you can find him on LinkedIn or email him at shawthingcx@outlook.com. For mo
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3 weeks ago
52 minutes 14 seconds

AttractionPros Podcast
Episode 411: Jeremy Hauwelaert talks about the Jungle Island experience, everything is marketing, and taking chances on employees
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.   Jeremy Hauwelaert is the President and CEO of Jungle Island. With a unique background that spans business development in Belgium to sales and operations leadership in South Florida attractions, Jeremy brings a global perspective and a deep passion for the guest experience. Jungle Island, located on Watson Island in Miami, blends zoological elements with immersive, eco-friendly experiences and event-based attractions. In this interview, Jeremy talks about the Jungle Island experience, everything is marketing, and taking chances on employees. The Jungle Island Experience “Jungle Island really feels like an emerald heart in a concrete jungle in Miami.” Jeremy describes Jungle Island as an 18-acre eco-adventure park located between downtown Miami and South Beach. Known for its lush landscaping and immersive natural environment, the park blends animal encounters, a botanical setting, and a vibrant event scene. The attraction’s history traces back to 1935, originally known as Parrot Jungle in Pinecrest Gardens. When it moved to Watson Island in 2003, the transition came with both opportunity and challenges. While the central location has made it a prime venue for private events and late-night programming, the daily traffic congestion has impacted visitation from local families—Jungle Island's core demographic. Still, Jeremy and his team have leveraged these dynamics to deliver an evolving and diverse guest experience. Everything is Marketing “Marketing is responsible from the first contact you have with your guest... until they've actually left the building and they filled out a survey.” With a strong foundation in marketing, Jeremy brings a guest-centric perspective to Jungle Island’s operations. He emphasizes the importance of understanding guest behavior and designing experiences that align with their expectations. When reopening after COVID, Jeremy launched a bold initiative: free garden admission for locals. This not only reintroduced guests to the park but also proved more effective than a million-dollar ad campaign. Events like the Lantern Festival and strategic night programming help extend the park’s reach, especially in a market like Miami, where guests tend to make last-minute plans and seek evening entertainment. For Jeremy, marketing extends far beyond promotions—it's about shaping every touchpoint of the guest journey. Taking Chances on Employees “Giving young people chances and letting them fly and letting them figure out where life takes them is important.” Jeremy’s leadership philosophy places a strong emphasis on employee experience. From free meals and snacks to an extra vacation day for visiting other attractions, Jungle Island invests in its team in meaningful ways. Inspired by ideas from industry peers, Jeremy implemented a program where employees explore other attractions using FAA (Florida Attractions Association) white letters and report back with feedback. These insights are reviewed during operational meetings, fostering a culture of learning and innovation. Jeremy also shared his observations about working with younger generations, recognizing the shift in mindset and the importance of mental health support. While not every chance taken leads to long-term retention, he values the growth that comes from giving employees the opportunity to develop and contribute.   For more information about Jungle Island, visit jungleisland.com. To connect with Jeremy directly, reach out via Li
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1 month ago
41 minutes 31 seconds

AttractionPros Podcast
Episode 410: Michael Floyd talks about starting with respect, connecting employees to the mission and lessons from being a touring musician
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.   Michall Floyd is the Vice President and Chief Guest Experience Officer at the Tennessee Aquarium. With a career that began in retail management and a decade spent as a touring musician, Michael brings a diverse background to his leadership role at one of the most celebrated aquariums in the country. His journey at the Tennessee Aquarium began as an admissions assistant manager and progressed to the executive team, overseeing guest experience across a sprawling, multi-building campus in Chattanooga. In this interview, Michael talks about starting with respect, connecting employees to the mission, and lessons from being a touring musician. Starting with Respect “You’re never going to get in trouble for trying to do your job. If you are doing what in your mind is best for the guest… we can go back later, we can talk through that, we can make adjustments.” Respect is a foundational value for Michael, both in his personal leadership style and within the Tennessee Aquarium’s culture. He shared how early experiences in management—starting at just 18—taught him the challenges of leading peers and the importance of transitioning from being a peer to being a leader. Over time, he distinguished between managing tasks and truly leading people. As a leader now, he empowers his team by ensuring they don’t fear making decisions in the moment for the benefit of the guest. Mistakes are viewed as opportunities for learning, not punishment. Michael’s approach promotes psychological safety and trust. By removing fear from the equation, he allows team members to take initiative, try new approaches, and build confidence. This empowerment leads to stronger team performance and, ultimately, better guest experiences. Connecting Employees to the Mission “If we expect our employees to connect people to water and wildlife, first we need to connect our employees to water and wildlife.” At the Tennessee Aquarium, conservation and education are central to the mission. Michael emphasized the importance of immersing employees in the organization’s purpose—not just through training but by giving them firsthand experiences. Team members visit the Conservation Institute, participate in programs like sturgeon releases, and develop a personal connection to the stories they’re telling guests. This connection transforms the guest interaction. Rather than reciting facts from a script, employees share genuine excitement and passion. Michael explained that this authenticity helps the Aquarium consistently rank in the top 1% for hospitality among global cultural organizations. By investing in the employee experience, they amplify the guest experience in return. Lessons from Being a Touring Musician “There’s always something positive that you can go through and focus on and kind of talk through… and really being there and showing that type of respect—people, you start to get that back.” Before his time at the aquarium, Michael spent years on the road as a guitarist in a band. He credits that experience with shaping his values around community, branding, and respect. Touring taught him to build relationships with promoters, support other bands, and find creative ways to engage with audiences—like offering CDs to fans who beat the band in a game of Mortal Kombat. These grassroots, DIY (or as Michael prefers, DIT—do it together) experiences taught him how to build loyalty, communicate a brand, and foster belonging. These same principles now guid
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1 month ago
49 minutes 23 seconds

AttractionPros Podcast
Episode 409: Resources and best practices for job seekers
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com. As the attractions industry faces workforce reductions and career shifts, professionals are grappling with the daunting challenge of reentering the job market. For many, the process feels outdated, impersonal, and overwhelming. In this episode, Matt and Josh talk about how to make the job search more effective and fulfilling, sharing timely advice gathered from recruiters, job seekers, and their own experiences navigating career development in the attractions industry. The Resume: More Than a Job Description "Make sure you're telling the story—not just what you did, but how you made an impact." Matt shares insights from a recent virtual job fair, emphasizing the importance of showing accomplishments, not just tasks. Recruiters want resumes that demonstrate measurable outcomes and individual contributions, not ones that copy and paste job descriptions. Using AI like ChatGPT can help refine wording and formatting, but it's crucial that the document still reflects your authentic voice and personality. Using AI as a Tool, Not a Crutch "Let it review your work, not do your work." While AI tools can help polish resumes and cover letters, Matt and Josh warn against relying on them to create your materials from scratch. Authenticity still matters. AI should be used to enhance your message, not replace your voice. If a recruiter can’t tell who you are from your writing, your application loses its impact. Your Network Is More Powerful Than Your Resume "If you know someone at the company, let them know you're applying." Both hosts agree that your network can often open doors more effectively than a resume alone. A referral can elevate your application and help bypass filters that might otherwise discard it. Matt and Josh emphasize the importance of not only maintaining your network but actively growing it, especially through platforms like LinkedIn. Be Politely Assertive "Follow up. Let them know you're still interested." Recruiters value candidates who show enthusiasm and persistence, without becoming overbearing. Borrowing the phrase “politely assertive” from Denise Beckson of Morey’s Piers, Matt and Josh encourage job seekers to check in respectfully after applying or interviewing. A thoughtful follow-up message can show genuine interest and prevent your application from falling through the cracks. Transferring Skills Across Industries "If you managed safety at a water park, you can manage safety on a manufacturing floor." Don’t underestimate how relevant your attractions-industry experience is in other fields. From safety standards to leadership and guest service, these skills are highly transferable. Matt and Josh advise job seekers to highlight how their expertise applies beyond the attractions world, especially when considering roles in adjacent industries. Redefining Your Identity and Building Your Brand "Your employer is not your identity—your skills are." Josh discusses the importance of separating your identity from your employer (whether past or present) and instead focusing on your personal brand. Creating thought leadership content and posting regularly can build credibility, demonstrate expertise, and attract opportunities organically. Reflecting on Fit and Culture "Interview the company as much as they interview you." Not every job is the right fit, and that’s okay. Both hosts stress the importance of evaluating a company’s culture and values during the application process. Josh shares a story o
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1 month ago
41 minutes 38 seconds

AttractionPros Podcast
Episode 408: Harry Tomasides talks about dynamic pricing, shifting attendance and the every day is a separate event
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning. Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.   Harry Tomasides is the Chief Revenue Officer of Digonex. With a background in radio sales management and inventory, Harry transitioned to the attractions industry over a decade ago and now leads the sales and marketing efforts at Digonex, a company specializing exclusively in dynamic pricing solutions. Digonex serves over 130 organizations globally, including attractions and live entertainment venues, and employs a team of PhD economists who create data-driven, customized pricing strategies. In this interview, Harry talks about dynamic pricing, shifting attendance, and why every day is a separate event. Dynamic Pricing “With dynamic pricing, in our view, it's the ability to create a solution that utilizes a lot of different factors and variables.” Harry begins by clarifying what dynamic pricing truly means, especially as it differs from static or variable pricing models. Static pricing remains unchanged regardless of demand or season, while variable pricing may account for off-peak or weekend rates but still lacks true market responsiveness. Digonex’s dynamic pricing model, by contrast, uses real-time data and a range of factors—like weather, Google Analytics, and macroeconomic trends—to generate daily price recommendations. These are not fixed mandates but suggestions that attractions can accept, reject, or adjust based on their goals and comfort level. The process allows organizations to better match their pricing to actual market conditions, ultimately optimizing both revenue and accessibility. Shifting Attendance “We have stories where...on the weekend [a client] had 14,000 people...when they did dynamic pricing, it completely smoothed out the attendance.” One of the most impactful benefits of dynamic pricing, according to Harry, is its ability to shift attendance patterns. By creating incentives for guests to visit during off-peak days or times, attractions can reduce overcrowding and improve the guest experience. This redistribution leads to operational advantages such as shorter queues, less stress on staff, and higher guest satisfaction. Importantly, Harry emphasizes the value of transparency in pricing—clients are advised to display pricing calendars on their websites and to avoid real-time price increases during checkout, which can erode trust. Instead, Digonex recommends plan-ahead pricing, ensuring guests feel confident that booking earlier guarantees the best rate. Every Day Is a Separate Event “With attractions...we look at every day as a separate event.” Unlike concerts or sports games that occur on specific dates, attractions operate continuously and require pricing strategies that reflect daily variations in demand. Harry explains that Digonex treats each operating day as its own event, sometimes even breaking days into segments (like morning, afternoon, and evening) for further granularity. Their algorithms assess price elasticity, guest behavior, conversion data, and substitution effects, which can even lead to increases in membership sales as guests perceive more value in an annual pass. This nuanced view allows for tailored pricing that meets an organization’s financial and strategic goals—whether that’s maximizing revenue, improving accessibility, or encouraging earlier purchases. For more information about Digonex or to contact Harry directly, visit https://www.digonex.com or email him at htomasides@diginex.com. The site also features their “11 Commandments” company values and
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1 month ago
46 minutes 2 seconds

AttractionPros Podcast
Episode 407: Sondra and Jake Shannon talk about performance coaching, revenue strategy, and technology integration
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.   Sondra Shannon is the Chief Executive Officer, and Jake Shannon is the Chief Growth Officer of Gatemaster Technology. With decades of combined experience in operations, business strategy, and technology, Sondra and Jake lead a company that has supported attractions for over 30 years. Gatemaster started as a point-of-sale software provider and has evolved into a full-service solutions partner for attractions of all sizes. In this interview, Sondra and Jake talk about performance coaching, revenue strategy, and technology integration. Performance Coaching “Success is your duty to make sure that your business is protected and that you are growing so that you have generations to pass this on to.” Jake shares how his exposure to performance coaching through Grant Cardone led to a transformational shift in both his personal and professional life. After becoming Cardone’s top-ranked coach out of 700 worldwide, Jake applied high-performance business principles to Gatemaster, helping nearly double its revenue. Sondra was so inspired by the results that she and COO Tiffany Blair began their own coaching journey to better serve the attractions they work with. They believe that coaching—more than managing—is the key to unlocking growth, developing leaders, and driving revenue across the industry. Revenue Strategy “We increased revenue by $150,000 between March and May with no new capital investment or labor investment—just strategy.” One of the most impactful themes discussed was helping attractions rethink their revenue opportunities by packaging what they already offer in new ways. Sondra explains how creating family bundles, date night deals, and themed packages for a mini-golf client led to a major uptick in revenue with no added cost. By reframing how products are presented and communicating availability clearly (without feeling like an “upsell”), Gatemaster helps clients personalize the guest journey and maximize spend from the first interaction. Technology Integration “We’re now asking ourselves all the time—who’s got the kind of problems we can help solve, rather than who can I sell this system to?” As a company that’s been serving attractions since 1994, Gatemaster combines technical expertise with operator experience. Sondra and Jake explain how the company has evolved beyond traditional software, adding managed services to help clients navigate staffing shortages, tool fatigue, and operational complexity. Their technology is grounded in business logic and human-centered design—something that traces back to founder Steve, a chiropractor who built systems around ergonomic functionality. With many clients staying on for over a decade, the long-term relationships reflect Gatemaster’s philosophy of service, customization, and genuine partnership. You can connect with Sondra and Jake on LinkedIn, or learn more about Gatemaster Technology by visiting gatemaster.com.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   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)
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1 month ago
31 minutes 45 seconds

AttractionPros Podcast
Episode 406: Josh and Matt discuss their impressions of Epic Universe
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com. When a new theme park opens, it’s more than a ribbon-cutting—it’s a generational milestone. With the debut of Universal’s Epic Universe, the attractions industry sees its most significant park opening in the United States in over two decades. In this episode, Matt and Josh talk about the immersive design, emotional resonance, operational innovations, and friction points of Epic Universe—reflecting on their respective visits and unpacking the guest experience from both a fan and professional perspective. A Landmark for the Industry “This is the newest major theme park to open, not just in Central Florida but the largest new theme park to open in the country in the last quarter century.” Matt and Josh reflect on how Epic Universe represents a once-in-a-generation event. The sheer scale, technology, and artistic vision mark a pivotal point for theme park development. From Celestial Park’s community-like aesthetic to the themed portals, the park feels intentional and deeply considered. The duo also draws parallels between industry advancements and their personal excitement as fans, recognizing that few other sectors experience a $7 billion innovation that also thrills millions of people. Immersion and Emotional Connection “The second I walked through the portal into Nintendo, I felt like I was spit out through the green pipe and I was right in my childhood.” Josh and Matt compare their emotional connections with the IPs represented in Epic Universe’s lands. Josh describes how Super Nintendo World transported him back to childhood, while Matt—less attached to the brand—found the land visually stunning even though it was less personally engaging. Both agree that attractions like Stardust Racers and Monsters Unchained push boundaries in guest immersion. Matt praises how Dark Universe’s street character Eigor connects thematically to the ride experience, blurring the line between streetmosphere and narrative continuity. Operational Wins and Friction Points “It was the most seamless locker experience I’ve ever had... until it wasn’t.” While Epic Universe delivers next-gen technology like facial recognition lockers and mobile food ordering, not every implementation is flawless. Josh describes a frustrating locker bay issue that caused a substantial delay. Similarly, Matt notes mobile ordering hiccups and virtual queue limitations, particularly for the Ministry of Magic ride. However, both highlight excellent guest service, including a team member in the Isle of Berk who delivered proactive communication and compassion amid uncertain show schedules. The Re-experience Factor “It’s a park that is absolutely re-experiencable... you get that repeat visitation feeling.” Matt and Josh both emphasize Epic Universe’s lasting impact. It’s not just a one-time visit—it’s a park that demands exploration over time. With hidden details, evolving guest flow strategies, and high emotional engagement, Epic Universe offers a compelling case study in how to merge immersive storytelling with thoughtful operations. Matt and Josh applaud the Universal team for crafting a park that has already made history.   Have you visited Epic Universe?  Let us know your thoughts!   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn A
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2 months ago
1 hour 5 minutes 54 seconds

AttractionPros Podcast
Episode 405: Tyler Adams talks about bourbon as an attraction, creating connections with consumers and recovering before the crisis starts
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com. Tyler Adams is the General Manager of the Buffalo Trace Distillery Home Place. With a career that began in the attractions industry at Cedar Point, Tyler brings decades of experience in guest services, marketing, and operations. At Buffalo Trace in Frankfort, Kentucky, he now leads one of the most immersive brand-based visitor experiences in the spirits industry. Buffalo Trace is not only a functioning distillery but also a destination attracting over 700,000 visitors annually. In this interview, Tyler talks about bourbon as an attraction, creating connections with consumers, and recovering before the crisis starts. Bourbon as an Attraction “A lot of our visitors say this was like an adult Disneyland for them.” Tyler describes the Buffalo Trace Distillery as a pilgrimage destination for bourbon enthusiasts. While some visitors may arrive with no prior interest in spirits, many leave with a deep appreciation for the experience. The distillery is steeped in history, with active production taking place on a site that has been distilling for hundreds of years. Unlike fabricated environments, guests witness the genuine operations, including forklifts and barrel transport, as part of their tour. This authenticity, paired with complimentary tastings and educational touchpoints, creates a unique environment where bourbon is not just a beverage—it’s the centerpiece of a full-fledged attraction experience. The sensory immersion of walking through historic warehouses and experiencing the sounds and aromas of production connects guests to the brand in a meaningful way. Tyler highlights how guests often leave with a deeper understanding, even if they never become bourbon drinkers. This inclusive approach—paired with tangible takeaways like handcrafted items made from retired barrels—turns Buffalo Trace into a destination that mirrors the magic of traditional theme parks, but with the cultural and historic significance of Kentucky bourbon. Creating Connections with Consumers “Our whole mission is to create connections with our consumers to bring a brand to life.” At Buffalo Trace, the visitor experience is part of the marketing department—deliberately designed to transform consumers into brand advocates. Tyler compares the distillery to other brand homes like World of Coke or the Guinness Storehouse, but emphasizes that Buffalo Trace offers something distinct: authenticity without theming. Rather than a stylized walkthrough, guests engage with the actual production process in real time. These interactions create deep brand loyalty and foster connections not only between the brand and consumers, but also among guests themselves. Tyler notes that many visitors bond with each other during their tours, united by a shared passion. The distillery encourages storytelling, with team members who listen and respond to guests' personal narratives. Through elements like bourbon tastings and handcrafted woodcrafts, visitors leave with more than just a souvenir—they leave with a story and a relationship to the brand. Recovering Before the Crisis Starts “We were preparing for it. And we got to the point where we did everything we could… and actually started planning for recovery.” In early 2024, Buffalo Trace experienced a major flood due to record water levels in the Kentucky River. Tyler shares how the team used forecasting models to anticipate the crisis before it fully struck, allowing them to shift into recovery mode even b
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2 months ago
50 minutes 32 seconds

AttractionPros Podcast
Episode 404: Automated surveys minisode
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com. Organizations often rely on sporadic guest surveys to gather feedback, resulting in limited data and missed opportunities to enhance both the guest experience and operational performance. The challenge is not just about collecting data but about building meaningful relationships with guests at scale. In this episode, Matt and Josh talk about how automating surveys can go beyond data collection to drive engagement, service recovery, and even revenue generation. Beyond the Data: Validating Assumptions “You probably can walk through your venue and say, here are some friction points... but if you gain a large quantity of guests who are also saying the same thing, it helps to justify when you are bringing this into saying, hey, we need to invest in x, y, z.” Even when assumptions about the guest experience seem obvious, large-scale feedback provides the validation needed to secure buy-in for improvements. Automated surveys ensure that decisions are supported by both intuition and data. Strengthening Engagement and Recovery Opportunities “Guests who do fill out a survey are allowing you the opportunity to continue the discussion about what went well with their experience and what fell below their expectation.” Matt and Josh highlight that automated surveys keep the conversation going after a visit, giving guests an outlet to share both praise and complaints. This proactive approach helps capture issues before they escalate to public reviews, increasing satisfaction and creating service recovery opportunities. Optimizing the Feedback Loop for Real-Time Insights “If surveys are automated, then you've got a continuous stream of data... you're getting the real-time feedback from the guest.” Automating surveys provides a steady flow of data, enabling venues to monitor the impact of operational changes in real time. This agile feedback loop allows teams to fine-tune guest experience strategies without waiting for periodic surveys. Leveraging Surveys for Reviews and Revenue “Your survey collection should be a revenue-generating source because you are strengthening the relationship with your guests.” Josh and Matt discuss how surveys can be used to direct promoters toward online reviews, boosting search visibility, while also offering targeted upsells like memberships or bounce-back discounts—turning surveys into a marketing and revenue tool. Building Relationships at Scale “When you're building that positive relationship, it's now less of a chore for that guest to maybe give you feedback and it's more of part of a conversation that you're having.” The core message can be summarized with a single word: relationship. By reframing surveys as a relationship-building tool rather than just a data collection exercise, operators can create deeper connections with guests at scale, making the process feel more personal and less transactional.   What methods are you using to build guest relationships through surveys? Share your ideas and experiences by reaching out through your preferred social media channels or contacting us directly. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   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)
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2 months ago
10 minutes 50 seconds

AttractionPros Podcast
Episode 403: Increasing dwell time minisode
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.   When attractions look for ways to enhance guest satisfaction and drive revenue, they often focus on major offerings like rides, shows, or food. But sometimes, it’s the unexpected and simple additions that can create memorable moments, extend dwell time, and increase spend. In this episode, Matt and Josh talk about how a casual encounter with baby goats at a distillery unexpectedly revealed key lessons about guest engagement, dwell time, and storytelling that apply directly to the attractions industry. Extending Dwell Time Through Unexpected Encounters “Here come the baby goats...and everybody goes crazy. Everybody goes nuts, right? They're going to play with the baby goats... And of course, in my AttractionPros mind, I'm thinking he just got us to stay longer.” Matt shares a personal experience while visiting a distillery where the surprise appearance of baby goats prompted his group to stay longer, enjoy more offerings, and ultimately spend more. This spontaneous addition extended their visit and enriched their experience, demonstrating how small, unexpected moments can slow guests down and deepen their engagement. Cost-Benefit of Non-Revenue Experiences “If you want people to stay longer, think about things that may or may not generate revenue… recognize the cost-to-benefit analysis with that.” Not all guest touchpoints need to be direct revenue drivers. Experiences like interacting with animals—or offering a quiet lounge space—may carry costs but can result in guests lingering longer, increasing spending in other areas, and creating a stronger emotional connection to the venue. Reading Guests and Curating Moments “Reading your guests, understanding what they need and being able to provide something that extends their stay.” Operators have the opportunity to read their guests in real time to identify opportunities for engagement. Whether it’s by offering an unexpected encounter or slowing down the pace of the experience, curating these moments can elevate the guest journey while driving both satisfaction and revenue. Surprise and Delight Leads to Stories Worth Sharing “It was something you had not expected... and ultimately, that became the story.” The power of surprise and delight can create memorable stories that guests will share long after their visit. Even small, obscure moments—like interacting with baby goats—can become the most talked-about part of an experience, reinforcing the importance of designing elements that give guests something remarkable to talk about. Storytelling as Part of the Guest Experience “When told in a very engaged and genuine way… it heightens the experience of what you're experiencing.” Matt ties the distillery’s storytelling to the themed entertainment industry, underscoring how sharing authentic stories enhances immersion. Whether it’s the history of a distillery or the backstory of a ride, embedding guests into the narrative enriches the overall experience and fosters a deeper connection.   What are some of the creative ways you extend dwell time and create shareable moments? Join the conversation by sharing your stories and experiences on social media or by emailing AttractionPros directly.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Audio and Video editing by Abby Giganan   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn Attract
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2 months ago
20 minutes 36 seconds

AttractionPros Podcast
Episode 402: Service culture beyond training minisode
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.   In many organizations, training is seen as the cornerstone of employee development, particularly in the realm of guest service. However, relying solely on training can lead to missed opportunities to build a truly immersive service culture. The challenge is not whether to train, but how to embed training within a broader, more strategic framework that sustains guest service excellence over time. In this episode, Matt and Josh talk about how training fits into a larger ecosystem of steps to create a guest service culture that goes far beyond initial onboarding. Looking at training from 50,000 feet "What do you want to be known for? What makes you number one in your category?" Matt and Josh emphasize that while training is essential, it is not the sole solution to performance issues, pointing out that organizations often focus on training without questioning if they are teaching the right skills or addressing other factors that impact performance. The conversation highlights the risk of defaulting to retraining when the root cause of issues may lie elsewhere. The first two steps in crafting a guest service culture: establishing a guest experience vision and defining the service standards that will fulfill that vision. This strategic clarity ensures that training aligns with the organization's larger goals and that team members understand not just what to do, but why it matters. Assessing and Sustaining the Standard "How do you know that your team members know what is expected from them?"Ensure comprehension through assessments, ongoing coaching, and reinforcement. Matt and Josh stress that training should not end at the classroom door—it must be followed by observation, feedback, and recognition to keep the standard alive and evolving in daily operations. Celebrating Success and Re-evaluating "Where can team members quickly access success stories that exemplify the guest experience standard?" The importance of celebrating success stories and broadcasting them throughout the organization cannot be overstated. This not only reinforces desired behaviors but also helps to create a motivational feedback loop for team members. The final step—re-evaluating the standard—ensures that guest experience remains dynamic, competitive, and innovative by seeking input from team members and challenging the status quo. How are you building and sustaining your own guest service cultures? Reach out to us on social media with insights, success stories, and creative approaches to crafting memorable guest experiences.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   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)  
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3 months ago
20 minutes 36 seconds

AttractionPros Podcast
Episode 401: The nuances of name tags minisode
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.   Attractions and hospitality organizations often view name tags as a simple part of the uniform—a box to check to ensure guests know who they’re interacting with. However, overlooking the deeper significance behind name tags can lead to missed opportunities in team engagement, guest connection, and even operational accuracy. In this episode, Matt and Josh talk about how a name tag can be a powerful symbol of identity, pride, and personal connection that strengthens both the employee and guest experience. Name Tags as Symbols of Pride and Representation "It was a weighty responsibility, but I felt like I was representing the company." Matt reflects on his personal connection to the name tags he wore throughout his career, recognizing them not just as an identifier, but as a symbol of the company and his role within it. The discussion highlights that when team members are given a name tag, it can become a source of pride and ownership—if organizations frame it that way. Rather than being a disposable piece of plastic, it can represent belonging and responsibility within the company culture. The Risk of Misidentification "What if that person provided an exemplary experience and that guest wrote an online review about that individual or sent in an email or called and said, you absolutely have to recognize Nick?" Josh points out the operational risks of allowing employees to wear random name tags simply to meet uniform standards. Whether the result is a missed opportunity to recognize excellence or a guest complaint directed at the wrong person, the repercussions can erode both guest trust and team morale. By ensuring accurate name tag usage, organizations reinforce the integrity of both the guest experience and internal processes. A Tool for Connection and Storytelling "It was a micro-moment about personalizing the experience. I was the guest. I did this." Josh shares a personal story where a name tag sparked an unexpected connection during a visit to Epic Universe. This anecdote illustrates how name tags can become tools for personalized storytelling, conversation starters, and guest engagement. When name tags include elements like hometowns, passions, or favorite rides, they create openings for guests to connect authentically with team members—turning a small detail into a memorable moment. Elevating the Importance of Name Tags "There could be maybe more of a presentation like here's your name tag. Like this is something that's super important and you should think it's important." Matt suggests that organizations can enhance team pride by elevating the name tag presentation process itself. By treating it as a meaningful rite of passage—rather than a casual handoff from wardrobe—leaders can reinforce the value placed on identity and representation. This small gesture can have a lasting impact on how team members view their role within the company. Practical Tips for Effective Name Tag Use "Make it big enough to read."Matt closes the conversation with a practical reminder for anyone involved in name tag procurement: ensure the text is large enough for guests to read comfortably. A name tag’s primary function is to allow guests to identify and connect with employees, and if the name isn’t easily visible, the opportunity is lost.   Do you have creative ideas for making name tags more impactful? Matt and Josh encourage you to share your experiences and suggestions. Connect with them on social media or thro
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3 months ago
12 minutes 42 seconds

AttractionPros Podcast
Episode 400: Josh and Matt explore some amazing quotes from the first 399 episodes
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning. Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com. Reaching 400 episodes is no small feat, but staying consistent comes with its own challenges — keeping the content fresh, meaningful, and reflective of the evolving attractions industry. One of the biggest realizations Matt and Josh have encountered along the way is that the guest experience and the employee experience are deeply intertwined, yet organizations often separate them. By pulling powerful quotes from past AttractionPros episodes — with a little help from AI — Matt and Josh revisit the lessons that show how these two experiences are inseparable and essential for success. In this episode, Matt and Josh talk about the most impactful guest and employee experience insights shared over 400 episodes and how they can have an impact on your attraction. 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)
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3 months ago
1 hour 2 minutes 36 seconds

AttractionPros Podcast
Episode 399: Dameon Nelson talks about mindset, motivation, and mastery, embracing change and putting value in your team
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning. This episode of AttractionPros is brought to you by our friend Eric Fluet at Get it Done Marketing. With 30 years of experience in the attractions industry, Get it Done Marketing offers freelance marketing insight, strategy, and execution—at a fraction of the cost of a full-time hire. Partnering with over 30 parks and resorts from family water parks to large multi-location organizations, Get it Done Marketing fills leadership voids on property and corporate marketing teams, assists with resource allocation and supports emerging marketing professionals. Learn more at getitdonemarketing.com.   Dameon Nelson is a seasoned veteran with the Six Flags organization. With a career spanning more than 30 years in the attractions industry, Dameon has held numerous operational and leadership roles across several Six Flags parks, including Great America, Great Adventure, Discovery Kingdom, and an international post in Beijing, China. Most recently, he worked with Meow Wolf to support operational standardization in their immersive art experiences. In this interview, Dameon talks about Mindset, Motivation, and Mastery, Embracing Change, and Putting Value in Your Team. Mindset, Motivation, and Mastery “You have to be motivated to have meaningful conversations and meaningful discussions with the hope of resolving challenges, or realizing opportunities that can be created as well.” Dameon describes mindset as a critical, yet often overlooked, element in leadership. He emphasizes that leaders must choose how they perceive and approach challenges—whether they allow problems to persist or actively seek solutions. He believes motivation fuels the pursuit of those solutions, not just for oneself but for inspiring others. Mastery, in his view, is about empowering team members to align with values and expectations, not just in theory, but through effective execution. He shared how, in a challenging environment plagued with negativity, he personally committed to understanding the team’s frustrations, motivating them through action, and leading them toward improvement—illustrating how mindset, motivation, and mastery intersect to drive positive change. Embracing Change “It’s easy to do what you know. But when you get the opportunity to step outside of that and understand that there will be challenges... that, I think, is a mindset that is always beneficial to have.” Dameon’s career is a blueprint for embracing change. From his first role as a street sweeper to moving across the world to support Six Flags’ international projects, he repeatedly stepped outside his comfort zone. He explains that while some individuals are naturally more open to change, everyone should be willing to pursue it when it benefits their personal or professional growth. His time in Beijing taught him patience, cultural understanding, and the value of vulnerability—especially in moments where progress was difficult. By keeping an open mind and maintaining confidence in his abilities, he was able to navigate uncertainty and unfamiliar environments while continuing to grow as a leader. Putting Value in Your Team “Budgets are built in a boardroom and reality is executed out in the parks.” Dameon challenges the idea of viewing employees as mere expenditures. He advocates for seeing labor and operational resources as investments in guest experience, team morale, and long-term success. He shares several stories, including one where a small, inexpensive investment in costume replacements made a significant impact on team morale. He explains that while it may be difficult to prove direct ROI on such investments, the benefits show up in improved guest satisfaction, reduced turnover, and increased engagement. By asking questions like “How can I help?” and demonstrating vulnerability and support, Dameon fosters trust and shows that even minimal investments can yield dispr
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3 months ago
52 minutes 6 seconds

AttractionPros Podcast
Episode 398: Brian Stovall talks about operational design consulting, visualizing what doesn’t exist, and lessons from 30 years in the industry
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   This episode of AttractionPros is brought to you by our friend Eric Fluet at Get it Done Marketing. With 30 years of experience in the attractions industry, Get it Done Marketing offers freelance marketing insight, strategy, and execution—at a fraction of the cost of a full-time hire. Partnering with over 30 parks and resorts from family water parks to large multi-location organizations, Get it Done Marketing fills leadership voids on property and corporate marketing teams, assists with resource allocation and supports emerging marketing professionals. Learn more at getitdonemarketing.com. Brian Stovall is the Founder and Managing Partner of Icon Leisure Services. With a career spanning more than three decades, Brian’s experience runs the gamut from theme parks and amphitheaters to live concerts and water attractions. He began his journey at Schlitterbahn Waterpark and later worked with House of Blues and Universal, gaining hands-on experience in both operations and entertainment production. Today, Icon Leisure Services is focused on bringing leisure-based multi-use developments to life, offering a unique blend of operational insight and creative design support. In this interview, Brian talks about operational design consulting, visualizing what doesn’t exist, and lessons from 30 years in the industry. Operational Design Consulting “Let’s start when we can do it with a pencil and eraser rather than a jackhammer.” Brian explains that operational design consulting is about influencing the layout and structure of a facility before construction begins. Traditional operators are often brought in after a venue is built, which leads to costly retrofits and inefficient guest or staff flow. Instead, Brian advocates for embedding operators into the planning phase early on—working alongside architects, engineers, and developers to build spaces that function seamlessly from day one. He shared examples such as walking freezers being placed on the wrong side of a kitchen, which would disrupt workflow, or facilities being designed with no thought for trash removal or vendor access. By introducing an operator’s perspective before any concrete is poured, Brian and his team can help prevent these logistical headaches. This approach has led Icon Leisure Services to become a trusted sub-consultant for numerous architecture and engineering firms across the country. Visualizing What Doesn’t Exist “You basically have to mentally walk through the park.” When it comes to designing new attractions or multi-use developments, Brian notes the importance—and difficulty—of visualizing something that hasn’t been built yet. It’s a skill developed over years of experience. He explains that he mentally walks through a future facility, applying all the lessons he's learned across operations, entertainment, and hospitality to anticipate needs for things like power access, water drainage, and guest circulation. He emphasized that this process is not done in isolation. Design teams collaborate and troubleshoot together, adjusting based on feedback and constraints. While budget limitations always factor in, Brian focuses on programming the space first—understanding how it will function—so that infrastructure needs naturally follow. Lessons from 30 Years in the Industry “It really made you appreciate where you are if you know where you’ve been.” Reflecting on a career that began with picking up tubes and trash at Schlitterbahn, Brian credits early mentors for instilling a strong work ethic and ownership mentality. He explained how those early experiences shaped his current approach to designing operationally efficient facilities, down to minimizing the dreaded “trash trails” from leaking liners. From overseeing massive entertainment venues to running 20-hour-a-day operations in Las Vegas, Brian described how every role added to his understanding
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4 months ago
49 minutes 7 seconds

AttractionPros Podcast
Episode 397: Burton Heiss talks about brand-led businesses, disconnect to reconnect, and the future of escape rooms
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   This episode of AttractionPros is brought to you by our friend Eric Fluet at Get it Done Marketing. With 30 years of experience in the attractions industry, Get it Done Marketing offers freelance marketing insight, strategy, and execution—at a fraction of the cost of a full-time hire. Partnering with over 30 parks and resorts from family water parks to large multi-location organizations, Get it Done Marketing fills leadership voids on property and corporate marketing teams, assists with resource allocation and supports emerging marketing professionals. Learn more at getitdonemarketing.com. Burton Heiss is the CEO of Escapology. With a rich background in the restaurant industry, including leadership roles at Baja Fresh, Wagamama, Nando’s, and Buddy’s Pizza, Burton brings a business-savvy approach to the world of escape rooms. His career has been centered around high-growth, brand-led companies, which made Escapology—a fast-growing escape room franchise with a strong emphasis on brand identity—a natural next step. In this interview, Burton talks about brand-led businesses, disconnect to reconnect, and the future of escape rooms. Brand-Led Businesses “I always want to work someplace where when I get on the airplane, I don’t put a piece of paper in my pocket to cover up the logo.” Burton explains that brand-led businesses have a distinct identity that resonates emotionally with consumers, unlike commodity-driven models. He points out that a brand like Disney evokes excitement and emotional connection, while a commodity might be viewed as interchangeable or forgettable. From a leadership standpoint, he emphasizes that it’s easier to rally a team around a brand that stands for something. Employees feel a sense of pride when the brand on their shirt is something others recognize and admire. That internal passion, he says, is contagious and helps permeate enthusiasm throughout the organization. Transitioning from restaurants to attractions, Burton notes that although the escape room industry is relatively new, the foundational leadership principles remain the same. “Leadership is leadership,” he says, emphasizing that strong team culture and strategic planning are transferable across industries when they’re rooted in purpose and clarity. Disconnect to Reconnect “What escape rooms offer you is the opportunity to disconnect from your device and reconnect with your friends and family.” Burton describes a key differentiator of escape rooms: the opportunity to truly unplug and engage in a meaningful, shared activity. At a time when screens dominate daily life, Escapology encourages people to step into immersive environments that demand teamwork, communication, and critical thinking. This idea of “disconnect to reconnect” isn’t just a catchy phrase—it’s central to the guest experience. He also addresses common misconceptions that may prevent people from trying an escape room, such as fears of being physically locked in. Escapology aims to overcome that barrier with inviting locations in mainstream retail environments and licensed IP like Scooby-Doo and Batman. These approachable themes lower the intimidation factor and encourage first-timers to take the leap. Once they do, he says, most guests are hooked by the joy and adrenaline of the experience. The Future of Escape Rooms “We want to continue to make things feel seamless, that they just happen… Technology is a great way to do that.” Looking ahead, Burton sees the future of escape rooms becoming increasingly immersive and emotionally resonant. He notes a shift from puzzle-centric gameplay to experiences that prioritize atmosphere and storytelling. Recent games like Haunted House and Pirate’s Curse focus heavily on set design and narrative, offering guests more than just a mental challenge—they’re stepping into a different world. Innovation will also come in the form
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4 months ago
48 minutes 19 seconds

AttractionPros Podcast
Episode 396: Anne Shimerdla talks about balancing recreation with education, animal welfare standards, and who she believes is the least important person at the zoo
Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   This episode of AttractionPros is brought to you by our friend Eric Fluet at Get it Done Marketing. With 30 years of experience in the attractions industry, Get it Done Marketing offers freelance marketing insight, strategy, and execution—at a fraction of the cost of a full-time hire. Partnering with over 30 parks and resorts from family water parks to large multi-location organizations, Get it Done Marketing fills leadership voids on property and corporate marketing teams, assists with resource allocation and supports emerging marketing professionals. Learn more at getitdonemarketing.com. Anne Shimerdla is the CEO of Blank Park Zoo in Des Moines, Iowa. Her career began with an internship at the zoo nearly three decades ago, leading her through various roles in education, operations, and HR before stepping into her current leadership position. Blank Park Zoo is a 30-acre, AZA-accredited nonprofit zoo that engages approximately 500,000 guests annually and is driven by a mission centered on conservation, education, research, and recreation. In this interview, Anne talks about balancing recreation with education, animal welfare standards, and who she believes is the least important person at the zoo. Balancing Recreation with Education “We cannot do our mission without the attractions component.” Anne explains that the zoo’s mission—to foster conservation, education, and research—is intrinsically linked to its ability to attract and engage visitors. She emphasizes the importance of balancing the business and ecological aspects of the organization, drawing on her background in both ecology and business administration. By making the guest experience enjoyable and memorable, the zoo creates a pathway for people to connect with its mission. From offering unique experiences like feeding giraffes to developing inclusive programming and exhibits, Blank Park Zoo aims to captivate diverse audiences and deepen their appreciation for animals and conservation. This dual focus means the zoo must cater to both the physical and intellectual needs of guests. Whether it’s interactive exhibits, educational signage, keeper chats, or social media storytelling, every touchpoint is designed to spark curiosity and inspire conservation action. Anne notes that engaging experiences are critical not only for education but also for generating the revenue necessary to support animal care and the zoo's long-term sustainability. Animal Welfare Standards “The emphasis on animal welfare has really evolved… not only are we meeting the physical needs of the animal, but really focusing on that social and mental need.” Anne highlights the zoo’s commitment to the comprehensive well-being of its 3,000 animals. Over the past two decades, animal care has shifted from simply meeting physical needs to also prioritizing mental and emotional welfare. For example, the zoo carefully considers whether animals are social or solitary, and designs habitats and routines to reflect natural behaviors. Staff members conduct daily observations and periodic welfare assessments that include input from zookeepers, veterinarians, educators, and guest services. She also addresses a common challenge: public misinterpretations of animal behavior. For instance, lions naturally sleep up to 20 hours a day, a fact that may be misunderstood by guests as boredom or poor welfare. To combat these assumptions, the zoo uses multiple educational tools—from signage to social media to personal interaction—to convey accurate information and promote transparency. Anne sees social media as a particularly powerful tool that serves both marketing and education purposes, helping demystify zoo operations and engage guests before, during, and after their visit. The Least Important Person “I firmly believe I am the least important person here.” Anne’s leadership philosophy is rooted in humil
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4 months ago
50 minutes 33 seconds

AttractionPros Podcast