The Guest Experience Show

The role of redemption prizes in the guest experience (Bryn Netz - Sureshot Redemption)

21 Jun 2023

Contributed by Lukas

Bryn Netz is Sales Manager for Sureshot Redemption, a firm providing prizes and merchandise to family entertainment centers. In this interview, Bryn ...

Unreasonable Hospitality (Will Guidara)

14 Jun 2023

Contributed by Lukas

Will Guidara is the founder of Thank You, a hospitality company that develops world-class destinations and helps leaders across industries transform t...

Behavioral changes in guests and employees (Alyse Sklover - ROLLER)

07 Jun 2023

Contributed by Lukas

Alyse Sklover is the Senior Events Manager for ROLLER, having joined the team in early 2023. In this interview, Alyse shares lessons learned over the...

Turning guests into walking billboards (Jenna Boyo - Planet Lazer Kelowna)

31 May 2023

Contributed by Lukas

Jenna Boyo is the CEO of Planet Lazer in Kelowna, British Columbia. In this interview, Jenna shares how Planet Lazer has evolved in the nearly 20 yea...

Engaging the community to create advocacy (Bryan Sklover - Savannah Ghost Pirates)

24 May 2023

Contributed by Lukas

Bryan Sklover is the Director of Community Relations and Game Presentation for the Savannah Ghost Pirates, a professional minor league ice hockey team...

Removing friction from vacation rentals (Phil Bernardo - Roseus Hospitality)

17 May 2023

Contributed by Lukas

Phil Bernardo is the CEO of Roseus Hospitality, a short-term rental management company based in Orlando, FL. In this interview, Phil talks about the ...

The evolution of the FEC experience (Nick DiMatteo - Fortyfive Games)

10 May 2023

Contributed by Lukas

Nick DiMatteo is the Chief Games Officer for Fortyfive Games, a firm that focuses on consulting, design, and operations for family entertainment cente...

Anticipating guests' needs before they ask (Meredith Tatum - The Ozarker Lodge)

03 May 2023

Contributed by Lukas

Meredith Tatum is the Director of Experience at The Ozarker Lodge, opening in July 2023 in Branson, MO. In this interview, Meredith shares the detail...

Managing timed entry with "comfy capacity"

21 Apr 2023

Contributed by Lukas

Max Pfeifer is the Experience Director at Museum of Play and Art (MoPA), a group of children’s museums that focus on learning through play. In this...

The true purpose of VR (James Jensen - JUMP)

12 Apr 2023

Contributed by Lukas

James Jensen is Founder and CEO of JUMP, an immersive VR experience that puts guests into a hyper-real wingsuit simulator. In this interview, James w...

Building a brand strategy (Jeremy Wells - Longitude)

05 Apr 2023

Contributed by Lukas

Jeremy Wells is Partner with Longitude, a branding and design studio for hotels and hospitality organizations. In this interview, Jeremy shares the d...

VR and Immersive Experiences

15 Mar 2023

Contributed by Lukas

Clay Talley is an immersive customer experience strategist, who has worked across theme parks, water parks, and other immersive experiences. In this ...

The sailor and crew experience (Alex Zeitz - Virgin Voyages)

08 Mar 2023

Contributed by Lukas

Alex Zeitz is the Director of Customer and Employee Experience at Virgin Voyages. In this interview, Alex talks about Virgin’s culture and how the ...

How weather impacts the guest experience (Kari Manev - Sensible)

01 Mar 2023

Contributed by Lukas

Kari Manev is the Business Development Manager for ticketed attractions for Sensible, a climate technology company that allows consumers to have their...

ROLLER's User Experience (Seb Gregory - ROLLER)

22 Feb 2023

Contributed by Lukas

Seb Gregory is a Senior UX Designer for ROLLER. In this interview, Seb talks about how user experience can make or break the guest experience at crit...

Episode 100: A look back at the first 99 interviews

16 Feb 2023

Contributed by Lukas

Welcome to the 100th episode of the Guest Experience Show! Over the last 99 episodes, I have had the privilege of speaking with so many amazing people...

Automate, don't complicate (Julie George - Million Dollar Host)

01 Feb 2023

Contributed by Lukas

Julie George is the author of Million Dollar Host, where she helps entrepreneurs scale up a short-term rental portfolio using Airbnb. In this intervi...

Social media behavior (Will Henderson)

25 Jan 2023

Contributed by Lukas

Will Henderson is a social media researcher at Clemson University, pursuing a PhD in social media behavior of theme park guests. In this interview, W...

Bring the Wow (Marlon Rodgers Sr. - Adventure Air Sports)

04 Jan 2023

Contributed by Lukas

Marlon Rodgers is the Assistant General Manager at Adventure Air Sports in Kennesaw, GA. In this interview, Marlon gives us a look at what the guest ...

Conversational marketing (Don White - Satisfi Labs)

20 Dec 2022

Contributed by Lukas

Don White is the President and CEO of Satisfi Labs, an AI-powered chatbot that helps consumers find information, get answers to questions, and even bu...

Drive repeat visitation with new experiences (Elliott Myatt - The Play Company)

14 Dec 2022

Contributed by Lukas

Elliott Myatt is Managing Director for The Play Company, which designs, manufactures, and installs soft play and interactive installations for family ...

People & Culture (Bee Hepburn - ROLLER)

07 Dec 2022

Contributed by Lukas

Bee Hepburn is the Chief People Officer for ROLLER, where she oversees the company's HR functions and People & Culture department. In this interv...

Challenges vs. one-time experiences (Robin Mills - Rugged Interactive)

30 Nov 2022

Contributed by Lukas

Robin Mills is a Sales Manager for Rugged Interactive, a supplier of interactive activity equipment for trampoline and soft play parks, healthy aging ...

VR's impact on the attractions industry (Bob Cooney)

23 Nov 2022

Contributed by Lukas

Bob Cooney is a leading expert in virtual reality in location-based entertainment, having worked in the space for more than 35 years. In this intervi...

Ticketing should be seamless (Carly Straughan - QLINE Ticketing)

16 Nov 2022

Contributed by Lukas

Carly Straughan is the Founder of QLINE Consulting, which helps attraction operators select the best technology that fits their venue. In this interv...

Differentiating through membership (Gina Elliot - Altitude Trampoline Parks)

09 Nov 2022

Contributed by Lukas

Gina Elliot is the Director of Training for Altitude Trampoline Parks, with more than 85 locations in five countries. In this interview, Gina shares ...

Blending education with entertainment (Cate Milton - Historic Royal Palaces)

02 Nov 2022

Contributed by Lukas

Cate Milton is the Customer Experience Officer at the Historic Royal Palaces in the United Kingdom, which oversees the operation of six uninhabited pa...

Putting the right people in the right place (Scott Benjamin - TwoCubed)

26 Oct 2022

Contributed by Lukas

Scott Benjamin is the Founder of Two Cubed, a consulting firm specializing in operational efficiency, risk management, customer service, and profits f...

How access control impacts the experience (Matt Ulery -Alvarado)

19 Oct 2022

Contributed by Lukas

Matt Ulery is a Product Sales Specialist with Alvarado, which provides access control to entertainment and sports venues across the world. In this in...

Expanding reach by going viral (David Leach - Thrillz Danbury)

12 Oct 2022

Contributed by Lukas

David Leach is the Marketing and Technology Director for Thrillz High Flying Adventure Park, located in Danbuy, CT and coming soon to Philadelphia, PA...

Taking guests from happy to ecstatic (Gordon Atkins - Action Water Sports)

06 Oct 2022

Contributed by Lukas

Gordon Atkins is the General Manager of Action Water Sports in Southeast United Kingdom, offering activities such as water skiing, wakeboarding, an aq...

Everyone is an influencer (Meg Parker - AREA15)

28 Sep 2022

Contributed by Lukas

Meg Parker is the Chief Marketing Officer at AREA15, an immersive art and entertainment complex in Las Vegas, NV, just off the Las Vegas Strip. In th...

Give the world a reason to cheer (Danielle Snyder & Dan Maret - Crypto.com Arena)

14 Sep 2022

Contributed by Lukas

Danielle Snyder and Dan Maret are with Crypto.com Arena in Los Angeles, CA, home of the Lakers, Clippers, Kings, Sparks, and many other live events. ...

The importance of the digital experience (Kelly Molson - Rubber Cheese)

07 Sep 2022

Contributed by Lukas

Kelly Molson is the Managing Director at Rubber Cheese, a digital agency and web design firm for the visitor attractions industry. In this interview,...

Educating through experience (Pedro Olivarez III - San Antonio Zoo)

31 Aug 2022

Contributed by Lukas

Pedro Olivarez III is the Director of Guest Experience at the San Antonio Zoo in San Antonio, TX. In this interview, Pedro talks about how educating ...

Experiencing your favorite brands in real life (Fergus Campbell - ITV Studios / Ninja Warrior UK)

24 Aug 2022

Contributed by Lukas

Fergus Campbell is the Head of Commercial Development for ITV Studios Global Commercial. In this interview, Fergus joins us live on the set from Ninj...

Adjusting marketing based on guest demographics (Scott Brown - Family Entertainment Group)

17 Aug 2022

Contributed by Lukas

Scott Brown is the Director of Marketing for Family Entertainment Group, which operates FECs of all scopes and sizes throughout the United States. In...

Absolute Efficiency (Neil Wilson)

10 Aug 2022

Contributed by Lukas

Neil Wilson is the author of Absolute Efficiency: A guide to operational efficiency in the theme park industry. Neil’s experience working at variou...

Removing friction for guests AND employees (David Stange - Beachy)

03 Aug 2022

Contributed by Lukas

David Stange is the Founder of Beachy, a software company for hotels and resorts to improve the guest and employee experience on the beach. Beachy’...

How to price your attraction (Stephen Davis - Integrated Insight)

27 Jul 2022

Contributed by Lukas

Stephen Davis is the COO of Integrated Insight, a management consulting firm for the theme parks and attractions industry. In this interview, Stephen...

The escape room experience (Lloyd Notley - Escapology)

20 Jul 2022

Contributed by Lukas

Lloyd Notley is the Chief Marketing Officer for Escapology, an escape room operator with more than 80 locations worldwide. In this interview, Lloyd w...

Turning friction into opportunity (Greg Spittle - Active8)

12 Jul 2022

Contributed by Lukas

Greg Spittle is the Founder of Active8 Software, which is now part of the ROLLER family. Prior to Active8, Greg spent several years as an operator in...

The difference between marketing and PR (Mary Stella - Dolphin Research Center)

06 Jul 2022

Contributed by Lukas

Mary Stella is the Director of Media & Marketing at Dolphin Research Center in the Florida Keys, a non-profit attraction that offers immersive and...

Your experience promise (Shawn Nason - MOFI)

29 Jun 2022

Contributed by Lukas

Shawn Nason is an Experience Evangelist, as well as the Founder and CEO of MOFI, a human-obsessed boutique design firm passionate about reimagining Ex...

Creating immersive experiences (Louis Alfieri - Raven Sun Creative)

22 Jun 2022

Contributed by Lukas

Louis Alfieri is the Principal and Chief Creative Officer for Raven Sun Creative, an experiential design firm working across several realms of the glo...

Predictive Hospitality (Evan Dolgow - Jarvis ML)

15 Jun 2022

Contributed by Lukas

Evan Dolgow is the Head of Predictive Hospitality for Jarvis ML, a technology company focused on using machine learning to personalize the digital exp...

The Psychology of Queuing (Bill Zanetti)

08 Jun 2022

Contributed by Lukas

Bill Zanetti is a consultant for the theme park industry, and teaches several theme park management courses at the University of Central Florida in Or...

Social media's role in GX (Kevin McNulty - Netweave)

01 Jun 2022

Contributed by Lukas

Kevin McNulty is the President, CEO, and Co-Founder of Netweave Social Networking, an agency based in Sarasota, FL focusing on social media marketing ...

Using guest feedback to turn critics into fans and advocates (Brad Collins - Uptown Jungle)

25 May 2022

Contributed by Lukas

Brad Collins is the President and COO of Uptown Jungle Fun Parks. With nine locations in the US, Uptown Jungle serves toddlers through 12 year olds w...

Finding the right people for the right positions (Carlton Gajadhar)

18 May 2022

Contributed by Lukas

Carlton Gajadhar is a Visitor Experience professional based in the United Kingdom, with a focus on helping visitor attractions learn about their guest...

Overhauling the Guest Experience (Tim Murphy - Boomers Parks)

11 May 2022

Contributed by Lukas

Tim Murphy is the CEO of Boomers Parks, a chain of Family Entertainment Centers and water parks in Florida, California, and New Jersey. In this inter...

Making your guest experience worth talking about (Matthew Loney - Xplorie)

04 May 2022

Contributed by Lukas

Matt Loney is the President and CEO of Xplorie, a travel booking platform for vacation rentals, attractions, and activities. In this interview, Matt ...

Turning satisfied guests into advocates (Craig Buster - Wild Island)

27 Apr 2022

Contributed by Lukas

Craig Buster is the General Manager of Wild Island and Coconut Bowl in Sparks, NV. In this interview, Craig shares the unique aspects of running a ve...

Guest Experience is the Best Marketing (Jonah Sandler - Scene 75)

20 Apr 2022

Contributed by Lukas

Jonah Sandler is the Founder and CEO of Scene 75, a family owned and operated group of entertainment centers in Ohio, Pennsylvania, and coming soon to...

A Cashless Guest Experience (Amber Lambert - Intercard)

13 Apr 2022

Contributed by Lukas

Amber Lambert oversees North America Sales for Intercard, the leader in cashless technology for family entertainment centers and amusement venues. In...

The Unique Experience of Meow Wolf (Vince Kadlubek - Meow Wolf)

06 Apr 2022

Contributed by Lukas

Vince Kadlubek is the Founder and Director of Meow Wolf, an immersive art experience with locations in Santa Fe, Las Vegas, and Denver. In this inter...

Guest Empowerment (Danny Cox - Breeze Airways)

30 Mar 2022

Contributed by Lukas

Danny Cox is the Vice President of Guest Experience for Breeze Airways. Launched in May 2021, Breeze is a low-cost carrier that doesn’t compromise ...

Luxury Hospitality & Celebrity Service (Rob DelliBovi - RDB Hospitality)

23 Mar 2022

Contributed by Lukas

Rob DelliBovi is the Owner and CEO of RDB Hospitality, and has been working in the hospitality industry for more than 20 years. Rob has two businesse...

Driving GX Through Leadership (Kara Adams - Portland Trailblazers)

16 Mar 2022

Contributed by Lukas

Kara Adams is the Director of Guest Experience for the Portland Trailblazers. Kara has been working in guest experience in sports for several years, ...

Curated Experiences and NFTs (Morgan Fiorino - Connecting Roads)

09 Mar 2022

Contributed by Lukas

Morgan Fiorino is the Founder and Creative Director of Connecting Roads. Morgan’s background is providing premium guest experiences within festival...

Celebrating Life (Thibault Paquin - Celebrating Life)

02 Mar 2022

Contributed by Lukas

Thibault Paquin is the CEO of Celebrating Life, a total destination consultancy specialized in tourism, leisure and cultural assets. In this intervie...

The New York Art Tour Experience (Ruddy Harootian - Ruddy Was Here)

23 Feb 2022

Contributed by Lukas

Ruddy Harootian is so passionate about guest experience and hospitality, that the guests that he serves often end up becoming his friends. Based in N...

The High 5 Way (Jenny Emley and Kerri Little - High 5 Entertainment)

16 Feb 2022

Contributed by Lukas

Jenny Emley and Kerri Little are with High 5 Entertainment, based in Austin, TX. With two locations in the greater Austin area, High 5 offers unique ...

Creating a Culture of Hospitality (Simon JC Nash from Ohana Towels)

09 Feb 2022

Contributed by Lukas

Simon Nash is the Owner and GM of Ohana Towels, helping businesses add more warmth and feeling to their customer care experience. In this interview, ...

The Evolution of GX in FECs (Kevin Williams - Spider Entertainment)

02 Feb 2022

Contributed by Lukas

Kevin Williams is the Co-Founder of Spider Entertainment, a consultancy that brings together decades of talent and experience within the family entert...

The Luxury Seating Experience at Sports and Entertainment Events (Amanda Verhoff - ALSD)

26 Jan 2022

Contributed by Lukas

Amanda Verhoff is the President of ALSD, the Association of Luxury Suite Directors. ALSD helps to share information, ideas, and values to those who a...

Using Multiple Data Sources to Make GX Improvements (Jeroen Sijl - Smart Segments)

19 Jan 2022

Contributed by Lukas

Jeroen Sijl is the Founder and Director for Smart Segments, a technology platform that helps operators better collect and understand the data they rec...

The Power of Online Reviews (Adele Gutman - Get Great Reviews Podcast)

12 Jan 2022

Contributed by Lukas

Adele Gutman is a hospitality expert with decades of experience in the hotel industry, and today she focuses specifically on helping businesses use on...

The Desired Emotional Outcome of Your Guest Experience (Dennis Moseley-Williams)

05 Jan 2022

Contributed by Lukas

Dennis Moseley-Williams is an Experience Economy expert. In this interview, Dennis walks us through the progression of economic value, and focuses sp...

Keeping Your Guests' Data Secure (Sean Fernandez - ROLLER)

29 Dec 2021

Contributed by Lukas

Sean Fernandez is the CIO for ROLLER Software, and in this interview, we talk about all things data security. Recently, ROLLER was awarded an Indepen...

Creating an Experience that Stands Out (Jesse Cole - Savannah Bananas)

22 Dec 2021

Contributed by Lukas

Jesse Cole is the owner of the Savannah Bananas, a baseball team in Savannah, GA. Seeing a Bananas game is not a typical fan experience, nor is it in...

How Guest Experience Defines Attraction Development (Russ Van Natta - Creative Works)

15 Dec 2021

Contributed by Lukas

Russ Van Natta is the VP of Business Development for Creative Works. Founded in 1997, Creative Works began as a laser tag manufacturer, and has evolv...

The Indirect ROI of Guest Experience Investment (Mark Rosenzweig - 3dx)

08 Dec 2021

Contributed by Lukas

Mark Rosenzweig works for 3dx, which provides scenic design and fabrication for theme parks, attractions, and events. Mark’s career in the industry...

Improving GX through Email Marketing (Max Irvine - Currumbin Wildlife Sanctuary)

01 Dec 2021

Contributed by Lukas

Max Irvine is the Systems Coordinator at Currumbin Wildlife Sanctuary in the Gold Coast of Queensland. Max oversees projects that help multiple teams...

Creating Remarkable Experiences with the WISER Method (Dan Gingiss - The Experience Maker)

24 Nov 2021

Contributed by Lukas

Dan Gingiss is a customer experience expert, speaker, author, consultant, and podcaster. His latest book, The Experience Maker, shares how companies ...

Consistency in Service Excellence (Shaun McKeogh - Attractions Academy)

17 Nov 2021

Contributed by Lukas

Shaun McKeogh is the Founder and President of Attractions Academy. With a focus on organizational development and service excellence, Shaun works wit...

Seeing the Guest Experience from the Guest's Perspective (Scot Carson - Amusement Advantage)

10 Nov 2021

Contributed by Lukas

Scot Carson is the Founder and CEO of Amusement Advantage, which is the only mystery shop provider that is exclusive to the attractions industry. Fou...

Educating Guests on GX Technology (Vanessa Ward - Chicago Cubs)

03 Nov 2021

Contributed by Lukas

Vanessa Ward is the Director of Guest & Associate Experience for the Chicago Cubs at Wrigley Field. In her role, she oversees all of the stadium’...

How Your Online Purchase Impacts all of Guest Experience (Richard Steers - ROLLER)

27 Oct 2021

Contributed by Lukas

Rich Steers is the Chief Product Officer for ROLLER Software, and in this conversation, we focus on the importance of a seamless online experience tha...

Reward the Actions vs. the Results (Frank Price - FL Price)

20 Oct 2021

Contributed by Lukas

Frank Price is a consultant and speaker in the family entertainment industry. With 25 years of experience, Frank has observed how the business has ev...

Bridging the Digital Experience with the Onsite Experience (Michael Ramsay - Skyline Enterprises)

13 Oct 2021

Contributed by Lukas

Michael Ramsay is the General Manager Commercial of Skyline Enterprises. What started with a gondola in Queenstown, New Zealand, Skyline now operates...

Care, Connect, & Exceed (Erin Swales - San Diego Padres)

06 Oct 2021

Contributed by Lukas

Erin Swales is the Senior Director of Guest Experience for the San Diego Padres and Petco Park, in San Diego, CA. In this interview, Erin talks about...

The Power of Play in the Guest Experience (Sarah Cole - Glazer Children's Museum)

29 Sep 2021

Contributed by Lukas

Sarah Cole is the President & CEO of Glazer Children’s Museum in Tampa, FL. The way that Sarah describes what the experience is like at Glazer ...

Creating a Guest-Centric Culture (Candi Kelley - TrainerTainment)

22 Sep 2021

Contributed by Lukas

Candi Kelley is the COO of TrainerTainment, which helps family entertainment businesses through training related to service, sales, and leadership. I...

Service that Drives Repeat Visitation (Shep Hyken - Speaker/Author/Consultant)

15 Sep 2021

Contributed by Lukas

Shep Hyken is a customer experience expert, author, speaker, and consultant. His latest book, I’ll Be Back, talks about one of the most critical fa...

Investing in Your Frontline Staff (Ken Maguire - Monterey Bay Aquarium)

08 Sep 2021

Contributed by Lukas

Ken Maguire is the Director of Guest Experience Operations at Monterey Bay Aquarium. In this interview, Ken talks about the strong emphasis that the ...

The Trampoline Park Guest Experience (Bethany Evans - IATP)

01 Sep 2021

Contributed by Lukas

Bethany Evans is the Executive Vice President of the International Association of Trampoline Parks, or IATP for short. Founded in 2012, IATP serves t...

Jennifer Berthiaume from Lion Country Safari

25 Aug 2021

Contributed by Lukas

Jennifer Berthiaume is the Vice President of Lion Country Safari in Loxahatchee, FL. Lion Country’s mission is to be a leader in animal care, conse...

Nikki Padilla Rivera from TripKinetic

18 Aug 2021

Contributed by Lukas

Nikki Padilla Rivera consults for tour operators and her website is Tripkinetics.com. With an incredible background of being a tour guide and tour op...

Mandy Sybrandy from SkyWheel

11 Aug 2021

Contributed by Lukas

Mandy Sybrandy is the Vice President of Attractions for SkyWheel, with locations in Myrtle Beach, SC, and Panama City Beach, FL. SkyWheel operates ob...

Nathan Jones from exp Maven

04 Aug 2021

Contributed by Lukas

Nathan Jones is the CEO of eXP Maven, which helps attractions collect data that helps improve the guest experience. Upon learning that there was no o...

Cara Treadway from ZooTampa

28 Jul 2021

Contributed by Lukas

Cara Treadway is the Senior Director of Guest Engagement at ZooTampa at Lowry Park in Tampa, FL. A few years ago the zoo underwent a major rebranding...

James Wallman from World Experience Organization

21 Jul 2021

Contributed by Lukas

James Wallman is the Founder of the World Experience Organization, which is focused on bringing together individuals and companies across multiple ind...

Michael Browning from Urban Air

14 Jul 2021

Contributed by Lukas

Michael Browning is the Founder and CEO of Urban Air Adventure Parks. Founded in 2011, Urban Air’s mission is to provide escapism from the hardship...

Evan Barnett from Typhoon Texas

07 Jul 2021

Contributed by Lukas

Evan Barnett is Park President & General Manager of Typhoon Texas, with locations in Houston and Austin, TX. In this interview, Evan shares how h...

Zach Adamson from Divert Brands

23 Jun 2021

Contributed by Lukas

What happens when you take action sports, innovation, experience design, and put them all in a blender? You get Divert Brands. Zach Adamson, Divert’...

Matt Heller from Performance Optimist Consulting

23 Jun 2021

Contributed by Lukas

Matt Heller is the Founder of Performance Optimist Consulting, and his focus is on “helping leaders lead” to maximize employee engagement and rete...

Tyler Pellerin from LEGOLAND Florida Resort

16 Jun 2021

Contributed by Lukas

Tyler Pellerin is the Guest Excellence Manager at LEGOLAND Florida Resort. Tyler shares with us how LEGOLAND creates a unique experience for guests s...

Clint Novak from Fun Land

09 Jun 2021

Contributed by Lukas

Clint Novak is the General Manager of Fun Land in Fredericksburg and oversees Fun Land in Fairfax, both in Virginia. As a dedicated enthusiast of the...

Mark Shaw from Journey Beyond

02 Jun 2021

Contributed by Lukas

Mark Shaw is the General Manager of Eureka 89, Eureka Skydeck, and Journey Beyond Cruise Sydney. Journey Beyond focuses on bringing Australia’s uni...