NEAAPA Spring Leadership Seminar - Wednesday, April 29, 2026

The Hospitality Mentality: Create Raving Fans Through Your Guest Experience

Guest service has become a checkbox. In the day-to-day demands of operating an attraction, it is easy to lose sight of why guests choose to spend their time and money with you and what alternatives they have. The result is often transactional service that meets expectations but rarely creates lasting impact. The Hospitality Mentality challenges leaders to move beyond scripts and surface-level behaviors and instead build a culture where exceptional service is intentional, consistent, and embedded into every aspect of the operation.

In this full-day workshop, participants will explore how to align their teams around guest expectations, create meaningful “wow” moments, and turn service failures into opportunities for loyalty. Through interactive discussions and practical exercises, leaders will gain tools to empower their teams, elevate everyday interactions, and foster a culture that drives repeat visitation and word of mouth. The focus is not just on what great service looks like, but how to operationalize it across the organization in a way that is sustainable, scalable, and uniquely authentic to each attraction.
 

About the Speaker

Josh Liebman helps attractions turn great experiences into long-term loyalty. With a career spanning more than 20 years in the attractions and hospitality industries, Josh collaborates with theme parks, museums, zoos, aquariums, and family entertainment centers to elevate every touchpoint of the guest journey—from proactive service standards to effective complaint resolution, compelling communication, and meaningful feedback programs.

Liebman's strategic approach empowers organizations to increase guest spending, earn repeat visits, and create lasting emotional connections. He has worked for world-renowned brands including Walt Disney World, Universal Orlando, Merlin Entertainments, and Cedar Fair, and has consulted with luxury hospitality leaders such as Ritz Carlton, Four Seasons, and Waldorf Astoria.

He is the co-host of the AttractionPros Podcast and author of The Hospitality Mentality. In 2025, he launched Service Recovery Hero, a self-paced course helping operations leaders master the art of complaint resolution.