Attractionpros Podcast

Dr. Patty Mason is a tax expert & financial consultant who not only supports businesses through sound finance advice and guidance, but also consults with executives about business vision, leadership, and employee engagement. A CPA by trade, Patty is someone who enjoys figuring out complex problems and helping business owners make the best decisions possible. In this fascinating interview, Patty talks about a holistic approach to finance, an abundance mindset, and transformational leadership.  A holistic approach to finance "If you don't have financial literacy, you'll make decisions based on what may or may not be best for you." It’s not just the bottom line, it's not just the top line. It’s a 360-degree approach to the financial side of business and life that drives financial literacy and well-being so individuals can live a purposeful life. Patty emphasizes the importance of education because of the various laws and approaches to finance so that both employees and business owners feel empowered to mak

Recently, Universal Orlando shared additional details about Epic Universe, scheduled to open in 2025.  The news of the upcoming park’s opening sparked a conversation about sustaining guest and employee experience initiatives on a continual basis.  Grand openings are often accompanied by fanfare and confetti, but attractions are built for the long term, rather than the initial splash they make.  In this episode, Matt and Josh talk about getting past the honeymoon phase, using feedback to drive growth, and moving the goalpost. Getting past the honeymoon phase "Every day should be a grand opening." There is substantial effort that it takes to open a large attraction such as a theme park.  From construction to marketing and hiring, the majority of work activity is pointed toward the grand opening.  Once the grand opening occurs, the initial novelty eventually wears off, and now the team needs to shift toward long-term operations. However, when guests visit for the first time - even years after opening, the att

Amanda Verhoff is the President of the Association of Luxury Suite Directors, an organization dedicated to the premium and luxury seating industry that serves sports arenas, theaters and large-scale event spaces. Amanda studied sports management in college and upon hearing a guest speaker, who happened to be the founder of ALSD, raised her hand for an internship and she has been working in the premium seating industry ever since then. Throughout this fascinating conversation, Amanda gives us insight into the premium sports experience, understanding the buyer, and singing the same song.   The premium sports experience “Premium is more than the product, it’s the experience.” When people think of premium seating, they likely think of the hardware… the loge, skybox, or suite that allows an audience member to view a game or performance from a specific vantage point. Amanda assures us that it doesn’t stop there and that there is a whole host of touchpoints that make up the “experience.” Food and beverage, enterta

Jenny Williams leads attend media, an advertising agency working primarily with cultural and non-profit attractions.  As a Media Strategist, Jenny works with zoos, gardens, museums, and aquariums to align their efforts across media strategy and investing in advertising.  Jenny began working in media in November of 2007, which is the same time that Facebook launched its advertising platform.  Throughout her career, she gravitated toward working with attractions and developed an even deeper niche within non-profit and cultural attractions to help align their advertising around the mission.  In this interview, Jenny shares practical advice about putting together an effective media mix, non-profit marketing, and tracking the right metrics.   An effective media mix “You can’t post the same ad across all channels and expect it to serve the same purpose.” There are so many channels that need to be considered when placing advertisements based on the audience attractions are looking to target and the message they ar

Dominic Wray is Parks Director for Vectis Ventures and he oversees all aspects of the operation for Blackgang Chine on the Isle Wight. Blackgang is the oldest theme park in the UK, opening in 1843.  Dominic began his career in the property market as an estate agent, then transitioned to banking with a position at Lloyds Bank where he split his time between personal banking and commercial banking clients. It was one of those commercial clients, Paula (who happened to be the HR Director at Blackgang Chine) who told Dominic about this wonderful, fun and fanciful place she worked at and that really appealed to Dom. When the Park Manager role was posted, Dom applied for and got it, and thus began his career of selling fun instead of financial products. In this episode, Dom talks about micro businesses, breaking down silos and leaving the island. Micro businesses   "You've got lots of micro businesses within it. It's not just one business."   Dom recalls that one of the biggest learning curves he encountered whe

Steve Thomas is the General Manager at Belmont Park in San Diego, CA.  Steve’s background includes working in oil fields in West Texas and Eastern New Mexico until he decided to move back to his hometown of San Diego in 2017.  At that time, Belmont Park had recently been acquired by a real estate developer who had a new vision for the park, which was falling into disrepair.  After identifying the challenges needed to make necessary improvements, he took on the role of Maintenance Manager and immediately implemented enhancements.  Not long after, he approached the park’s ownership with the interest of becoming General Manager.  Since becoming GM in 2018, Steve’s main focus has been on unification, which included acquiring all of the concessions operators on the property and bringing them all under one roof.  In this interview, Steve talks about lessons from the oil field, guest centricity, and no paper signs.   Lessons from the oil field "Don't be bitter about spending a little more time in a role. Have pati

  Jim MacPhee is a retired Disney legend and renowned author of the book Engage, Inspire, Lead. Starting in the watercraft department on the Seven Seas Lagoon, Jim started with an hourly position and grew with the company, and through mentorship and personal growth, became one of the greatest leaders in Disney history. Jim spent 43 years with the Walt Disney Company, serving the company on both coasts as a Vice President of several parks. Later in his career, Jim led the Next Generation Experience movement, leading to the birth of MyMagic+ and other technology that reshaped the attractions industry. In this interview, Jim talks about navigating life, pushing a wet noodle, and emotional and relational intelligence.   Navigating Life "Define your destination and go. And be nimble and agile along the way." Jim took many lessons from his first position with Disney and used them throughout his entire career. Reflecting on his experiences in the watercraft department, Jim emphasizes the parallels between navigat

Keep connecting with IAAPA in 2024! Join your colleagues and peers at the IAAPA FEC Summit from January 21st to the 23rd in San Antonio, Texas. Or, plan to celebrate the industry’s most significant achievements at the new IAAPA Honors event held in conjunction with the IAAPA North America Summit, March 3rd to the 5th in Las Vegas.   We can’t wait to see you there! Visit IAAPA.org for more information.     As we head into 2024, AttractionPros is proud to present the seventh annual “resolutionary” episode, which sets the stage for the year to come. To go forth, we reflect on 2023 as Matt and Josh discuss not only their personal goals, but goals for the industry as well. As you set your goals for the upcoming year, we hope you discover valuable advice and guidance as we discuss our resolutions, and hope they can provide a great framework to help you achieve your goals for 2024. In this episode, Matt and Josh talk about the power of accountability as they share their goals and resolutions for 2024. Accountabil

Keep connecting with IAAPA in 2024! Join your colleagues and peers at the IAAPA FEC Summit from January 21st to the 23rd in San Antonio, Texas. Or, plan to celebrate the industry’s most significant achievements at the new IAAPA Honors event held in conjunction with the IAAPA North America Summit, March 3rd to the 5th in Las Vegas.   We can’t wait to see you there! Visit IAAPA.org for more information.     Jamie Flaherty is the VP of Business Development and Marketing for Netserv Applications and oversees Tatvam Analytics.  As a self-proclaimed “Attractions Ninja,” Jamie has been passionate about guest experience technology since early on in his career when he worked with a startup in college.  After selling the startup, he joined the team with Gateway Ticketing Systems, where he was able to work with attractions all over the world for more than a decade.  More recently, he joined Netserv to oversee Tatvam Analytics, which helps attractions compile guest feedback to make ongoing improvements to the experience

Keep connecting with IAAPA in 2024! Join your colleagues and peers at the IAAPA FEC Summit from January 21st to the 23rd in San Antonio, Texas. Or, plan to celebrate the industry’s most significant achievements at the new IAAPA Honors event held in conjunction with the IAAPA North America Summit, March 3rd to the 5th in Las Vegas. We can’t wait to see you there! Visit IAAPA.org for more information.   Reggie Williams is a lifelong athlete and community leader who spent 14 years in the NFL with the Cincinnati Bengals before being hired as Director of Sports Development for Disney on April 19, 1993. In the mid-1990s, he oversaw the creation of Disney’s Wide World of Sports Complex, a state-of-the-art 220-acre multi-sport facility that hosts more than 180 athletic events annually in some 30 sports. By 1998, he had become Vice President of Disney Sports Attractions, where he oversaw a newly created sports and recreation division that merged Walt Disney World Resort Recreation, Water Parks, and Disney Sports Attra

Keep connecting with IAAPA in 2024! Join your colleagues and peers at the IAAPA FEC Summit from January 21st to the 23rd in San Antonio, Texas. Or, plan to celebrate the industry’s most significant achievements at the new IAAPA Honors event held in conjunction with the IAAPA North America Summit, March 3rd to the 5th in Las Vegas.   We can’t wait to see you there! Visit IAAPA.org for more information. The 2023 IAAPA expo proved to be nothing short of incredible. From mesmerizing drone shows to jam-packed education sessions, this expo was a standout event. As attendance continues to grow each year since the pandemic,, the 2023 expo provided something meaningful for everyone and helped catapult our industry into the coming year. In this episode, Matt and Josh talk about their key takeaways from IAAPA’s 2023 convention from their on-the-floor and bird’s eye perspectives.  IAAPA Expo is one of the best indicators of the overall health of the attractions industry.   With a crowded show floor and people linin

Keep connecting with IAAPA in 2024! Join your colleagues and peers at the IAAPA FEC Summit from January 21st to the 23rd in San Antonio, Texas. Or, plan to celebrate the industry’s most significant achievements at the new IAAPA Honors event held in conjunction with the IAAPA North America Summit, March 3rd to the 5th in Las Vegas. We can’t wait to see you there! Visit IAAPA.org for more information.   It’s time to change the way we think about customer service.  For so many years, we’ve heard phrases like “treat the customer with respect,” “put yourself in the guest’s shoes,” “customer service is just about being nice,” or “the customer is always right.”  In Josh’s new book, The Hospitality Mentality, he offers a fresh perspective to customer service that aligns more with guest experience and loyalty instead of traditional customer service.  While the concepts apply to all business types, the book was written with the attractions industry top of mind.  In this episode, Matt and Josh explore The Hospitality Me

Greg Fuller is the General Manager of Anakeesta, a renowned mountaintop park in Gatlinburg, Tennessee. Greg started in the attractions industry at the age of 16,  working in a warehouse at Six Flags. After completing his college education, Greg stayed with Six Flags, progressing through a diverse range of roles, like Park Services Director to eventually General Manager. After working with Six Flags for 32 years, Greg decided to take on a new challenge as the General Manager of Anakeesta, where he now brings spectacular experiences and views to guests of all ages. In this interview, Greg talks about taking care of the team, the Anakeesta experience, and getting out of your comfort zone.  Taking Care of the Team   "If you take care of your team, your team will take care of you."   Greg knows that there’s a big difference when it comes to being a good manager vs. being a good leader. According to Greg, exceptional leaders prioritize the well-being of their teams and cultivate an environment where employees ar

Valerie Cockerell is a Leadership Coach and celebrated author, best known for her new book, Manage Like A Mother. Valerie found her passion for working with people when she moved to London at 16. Exposed to diverse cultures, she developed a profound love for learning about people and their behaviors. Following this, she moved to Florida, where she worked at Walt Disney World before becoming a part of the opening team for Disneyland Paris. Today, Valerie leverages her distinctive experiences and insights as a leadership consultant, assisting leaders in their growth journey and fostering the development of their teams. In this episode, Valerie talks about being an expat, how to manage like a mother, and bridging the gender gap.    Being an Expat "You have to be an expat once in your life." After relocating to London at 16, Valerie realized the value of being an expat. Valerie emphasizes that on some level, we’re the same, but people need to learn to appreciate cultural differences, as it teaches us priceless le

Calling all thrill makers, fun creators, and AttractionPros! Get ready for the ride of a lifetime at IAAPA Expo 2023 - the global attractions industry’s premier event. Join us in Orlando, November 13-17, for a week of learning, networking, and exploring trends and new technologies. Discover innovative solutions for growth that will supercharge your business and enhance your career.   Michael Shelton is the Vice President and Executive Director of IAAPA (International Association of Amusement Parks and Attractions) North America. Michael began his career in the attractions industry during his teenage years when his mom suggested that he get a job at Hyland Hills Water World outside of Denver, CO. Over the course of two decades, Michael has progressed within the industry, and was recently appointed as the Vice President and Executive Director of IAAPA North America. Michael now plays a pivotal role in organizing the largest attraction expo globally and contributing to the growth and new age of IAAPA. In this in

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

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 Dunlap is the Chief Executive Officer of Five Star Parks and Attractions.  John has been in the attractions and hospitality business his entire life, dating back to when he worked in a restaurant kitchen at 14.  He later went on to start a travel agency, which led to a career with Starwood, then had the opportunity to take on the role of Executive Director at the San Diego Zoo, thus beginning John’s transition into the attractions industry.  John became CEO of Five Star Parks and Attractions in January 2022, whi

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

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.   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 p

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.   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 dive