The Intersection of Guest and Employee Experience Presented by Matt Heller and Josh Liebman
Hosts of the AttractionPros podcast
Part 1 - Guest Experience
In the attractions industry, an amazing guest experience is one of the most effective ways to grow your business. Every employee, from frontline staff through all levels of leadership, must have full awareness of the guest journey, and the importance of their own role in the success of the business.
When every employee embraces the influence they have over the guest experience, it leads to higher satisfaction, increased repeat visitation, more season passes purchased, and stronger word of mouth which helps to reinforce your reputation. Every guest who visits NEAAPA member parks should have such a powerful experience that they become a lifelong loyal fan who visits often and tells others to visit, all because of the experience you provide.
Part 2 - Employee Experience
If our frontline employees are going to exceed guest expectations and drive loyalty, then leaders must create and sustain an environment where employees feel supported and have the tools and resources needed to succeed. In other words, the way you treat your employees will be reflected in the way they treat your guests.
This experience is created by a caring leadership team who knows how to engage, train, and motivate your frontline staff. In this session, participants will learn how to engage their staff so they naturally feel like they want to exceed guests expectations while also learning how to reinforce the behaviors they want to see.
Part 3 - AttractionPros Podcast Recording
Matt and Josh will also be recording an episode of their podcast, AttractionPros, where the attendees will be able to ask questions and be part of the show.