 |
AttractionPros PodcastAuthor: AttractionPros
AttractionPros brings you into the room with the top leaders, executives, and influencers in the attractions industry, to gain the widest possible perspective of all areas of the industry. Most people are only exposed to the practices of their own organization without seeing how the rest of the industry operates. By following AttractionPros, you will gain the skills and knowledge needed to succeed and learn from the best of the best, whether you are the CEO or just beginning your career. Language: en Genres: Business, Leisure, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it |
Listen Now...
Episode 462: Josh and Matt talk about intentional hospitality, recognizing opportunities for service recovery, and understanding the unique needs of families visiting attractions
Episode 463
Tuesday, 14 July, 2026
Looking for daily inspiration? Get a quote from the top leaders in the industry in your inbox every morning. Traveling with young children can completely change the way an attraction is experienced, revealing moments of exceptional hospitality alongside opportunities where service can be improved. In this episode, Josh shares stories from his family's first visit to Disneyland through the lens of both a guest experience consultant and a parent, and unpacks the practical lessons that any attraction can apply. In this episode, Matt and Josh talk about creating memorable guest experiences through intentional hospitality, recognizing opportunities for service recovery, and understanding the unique needs of families visiting attractions. Intentional hospitality creates memorable moments “The intentionality behind it is what made that happen. But it seemed like it was serendipitous. I think that is the definition of magic.” Josh shares the unforgettable experience of his son's visit to Cars Land and an unexpected gift following a Lightning McQueen character meet-and-greet. What appeared to be a spontaneous magical moment was actually the result of thoughtful planning behind the scenes. Every organization can build systems that empower team members to recognize guest opportunities and create meaningful moments that feel effortless to the guest. Hospitality means owning the solution “The only acceptable answer is to get you the steamed milk.” A simple breakfast request became an example of how service recovery depends on ownership. When a restaurant's equipment failure prevented a request from being fulfilled, the initial solution shifted the responsibility to the guest before the team ultimately resolved the issue. In this example, hospitality professionals should look beyond explaining a problem and instead focus on finding a path to the desired outcome, especially when serving families who may already be managing additional challenges. Seeing the invisible system “In the first story, an experience happened because we could not see the system running in the background. The second story happened because it was exposed.” Comparing both experiences reveals an important distinction between great guest experiences and visible operational friction. Behind every magical moment is a carefully designed system working out of sight. When those systems remain hidden, hospitality feels seamless. When guests see the operational obstacles instead of the solution, the experience becomes less memorable for the right reasons. Designing invisible support systems is just as important as training frontline team members. A new appreciation for families “I have a newfound level of respect and appreciation, having now been through that myself with my family.” Reflecting on the trip, Josh shares how experiencing a theme park as a parent provided an entirely different perspective. From navigating airports to managing young children throughout the day, the experience reinforced the effort many families invest simply to arrive at an attraction. That realization also deepened his appreciation for families facing even greater challenges, reminding attraction professionals that every guest arrives with a unique story and deserves empathy throughout their visit. These stories demonstrate that the most memorable guest experiences often come from the people and systems working behind the scenes to make hospitality feel effortless. To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)
