AttractionPros Podcast

AttractionPros
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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.

  1. 18H AGO

    Episode 447: Anthony Sabo talks about maintenance and operations, figuring out the nuts and bolts, and dad-based leadership

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   What’s your guest experience strategy?  You probably have a marketing strategy, recruitment strategy, and sales strategy, but what about intentionally turning first-time visitors into loyal advocates?  Liebman Leisure Group helps attractions do exactly that.  From creating a culture of “wow” moments to empowering staff to recover from service failures, great experiences don’t happen by chance.   To schedule a consultation call, visit www.liebmanleisure.com/attractionpros.  Don’t leave your guest experience to chance.  You should be known for creating memorable experiences… on purpose.   Anthony Sabo is the Vice President of Zoombezi Bay and Guest Services at the Columbus Zoo and Aquarium. He started in the attractions industry as a teenager at Kennywood Park in Pittsburgh, moved into seasonal rides maintenance, and then built his career by gaining experience in both maintenance and operations, including time at the Columbus Zoo and at Universal Orlando. Today, he helps lead a uniquely large, mission-driven organization that includes the zoo, a major water park, and expansive conservation efforts. In this interview, Anthony talks about maintenance and operations, figuring out the nuts and bolts, and dad-based leadership. Maintenance and operations “You don’t understand operations until you work in operations… You don’t understand maintenance until you work in maintenance.” Anthony explains that both teams ultimately want the same outcome: safe guests who have a great day. The friction shows up when each department views the same situation through a different lens, especially in the rare moments when something feels unfamiliar even if it is technically fine. His solution centers on clarity and trust: explain the why, bring the other team into the visuals, and use the moment as a teaching opportunity so the relationship gets stronger long after the issue is resolved. He also notes that collaboration matters even more in a decentralized structure, where influence relies less on titles and more on relationships. When leaders invest in communication and cross-department understanding, hard conversations become productive instead of personal, and the operation gets better for everyone. Figuring out the nuts and bolts “What I really learned was I loved understanding the nuts and bolts of how the park operated.” Anthony traces his growth back to saying yes to unfamiliar opportunities, including jumping into rides maintenance with “zero mechanical aptitude” and learning by doing. That curiosity carried him from Kennywood to the Columbus Zoo, where he discovered it was “much, much more than just a zoo,” including 16 amusement rides and the 23-acre Zoombezi Bay water park. He shares how the organization has learned to align those experiences with the zoo’s conservation mission, from naming and interpreting attractions like Conservation Tower to tying ride storytelling back to animal care and conservation messaging. He emphasizes balancing guest feedback with operational realities. Guests may ask for deals or more to do, while leaders must also manage real costs and capacity pressures. His examples show how the best solutions solve multiple needs at once, improving the guest experience while strengthening the operation behind the scenes. Dad-based leadership “That ‘dad’ is the type of manager that best resonates for me.” Anthony describes how his leadership evolved as he moved from maintenance management into an operations environment where coaching and conversation were more effective than blunt correction. The lightbulb moment was finding a style that fit him and served his teams, making even difficult conversations easier because they come from support, not ego. He connects that approach to leadership development, too. His goal is to give rising leaders the tools to succeed anywhere by teaching the parts of the business they may not naturally see, including attraction development and financial fundamentals. In his view, long-term success comes from listening, relationship-building, and sharing knowledge so the next generation can step in prepared.   Anthony can be reached on LinkedIn, and to learn more about the Columbus Zoo and Aquarium, visit www.columbuszoo.org. To learn more about Zoombezi Bay, visit www.zoombezibay.com. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    45 min

  2. MAR 24

    Episode 446: Elizabeth Lugo talks about tourism in Mexico, creating a culture of learning and 18,000 collaborators

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   What’s your guest experience strategy?  You probably have a marketing strategy, recruitment strategy, and sales strategy, but what about intentionally turning first-time visitors into loyal advocates?  Liebman Leisure Group helps attractions do exactly that.  From creating a culture of “wow” moments to empowering staff to recover from service failures, great experiences don’t happen by chance.   To schedule a consultation call, visit www.liebmanleisure.com/attractionpros.  Don’t leave your guest experience to chance.  You should be known for creating memorable experiences… on purpose.   Elizabeth Lugo is the executive director of parks, tours, and the sailing company at Grupo Xcaret. Originally from Mexico City, she moved to the Cancun area for what was supposed to be a short project and ended up building a 30-year career rooted in operations, guest experience, safety, logistics, and leadership. Today, she helps lead a fast-growing portfolio that includes parks, tours, ferries, catamarans, and yachts, all designed to celebrate Mexican culture, connect visitors with nature, and deliver a seamless vacation experience. In this interview, Elizabeth talks about tourism in Mexico, creating a culture of learning, and 18,000 collaborators. Tourism in Mexico “Grupo Xcaret is located in the Mexican Caribbean near Cancun area.” Elizabeth explains how the company grew from two iconic parks into a full tourism ecosystem that touches nearly every part of a visitor’s trip. Beyond parks and tours, Grupo Xcaret expanded into hotels with an “all fun inclusive” concept that bundles transportation, access to parks and tours, and a complete vacation experience into one package. She also shares how their tour operations focus on details that shape comfort and satisfaction, like designing their Chichen Itza buses with two bathrooms instead of one. Across parks, nature-based experiences, cultural celebrations, and transportation on land and sea, Elizabeth positions Grupo Xcaret as both a destination and a major driver within the broader tourism landscape in Mexico. Creating a culture of learning “What can we do more impressively? Not just for the visitors, but also for our people.” When asked about being recognized as a top place to work, Elizabeth goes back to the earliest “seeds” of the company’s culture. She describes how Grupo Xcaret invested in education by providing teachers and class time during working hours so team members could complete elementary school and later high school, creating ripple effects that elevated families and communities over generations. That learning mindset continues today through constant improvement, listening systems, and leadership behaviors that stay grounded in real guest and employee experiences. Elizabeth emphasizes that the company doesn’t treat learning as a one-time training event, it’s part of how they evolve with new generations, new technology, and rapid expansion while still trying to protect what made the culture special in the first place. 18,000 collaborators “The challenge with that is that opening operations and going from 350 people to 18,000 collaborators is how you permeate that culture.” Elizabeth describes the scale of growth, from a small operation of a few hundred people to a massive organization, and the challenge of keeping the culture consistent as new parks, hotels, and business lines launch. She explains that one tactic is ensuring that at least 30% of the team in a new operation comes from established parts of the organization, so the “DNA” carries forward and helps onboard new people into the purpose and pride of the company. She also explains why they use the term “collaborators” instead of employees; it reflects the belief that everyone contributes ideas and value, from frontline roles to leadership. Through tools like “Cafe con Liz,” quality circles, surveys, transparent postings, and career paths, Elizabeth outlines how they try to keep communication open, trust strong, and collaboration real across a workforce of 18,000.   Elizabeth can be reached on LinkedIn, as well as by email at elugo@xcaret.com. To learn more about Grupo Xcaret, visit www.xcaret.com. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    42 min

  3. MAR 17

    Episode 445: Kevin Williams about the next phase of immersive technology, transmedia, and embracing your audience

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   What’s your guest experience strategy?  You probably have a marketing strategy, recruitment strategy, and sales strategy, but what about intentionally turning first-time visitors into loyal advocates?  Liebman Leisure Group helps attractions do exactly that.  From creating a culture of “wow” moments to empowering staff to recover from service failures, great experiences don’t happen by chance.   To schedule a consultation call, visit www.liebmanleisure.com/attractionpros.  Don’t leave your guest experience to chance.  You should be known for creating memorable experiences… on purpose. Kevin Williams is the Founder of KWP Limited and Publisher of The Stinger Report. A former Disney Imagineer and longtime voice in the immersive entertainment sector, he advises operators, developers, and brands across theme parks, location-based entertainment, and the rapidly growing world of social entertainment. Through his writing and analysis, he’s known for digging into what works, what fails, and why, then translating those lessons into practical guidance for leaders trying to keep pace with changing guest expectations. In this interview, Kevin talks about the next phase of immersive technology, transmedia, and embracing your audience. Next phase of immersive technology “What I was talking about seven years ago about the emergence of VR has been superseded by the adoption of XR.” Kevin frames “immersive” as an elastic term that stretches from Pepper’s Ghost to projection systems to today’s immersive display tech. What’s different now isn’t that immersion suddenly exists, but that audiences expect more agency inside experiences. He points to the rise of social entertainment and competitive socializing, where gamification is being applied to restaurants, bars, and hospitality concepts because people want more than a place to sit. They want something to do together. He also stresses that the industry is exiting the hype cycle and entering a more disciplined era. The goal is less about chasing shiny tech and more about understanding what works operationally, financially, and emotionally. In his view, the “next phase” is building experiences that hold attention, reduce friction, and create repeat-worthy fun, not just novelty. Transmedia “Transmedia means the ability for a brand or a narrative to circumvent multiple delivery platforms.” Kevin describes transmedia as the movement of a story or brand across formats, from screen to physical place and back again. He points to examples like Netflix House and LEGO Discovery Center as signs that entertainment IP is increasingly becoming something you can step into, not just watch. He also reminds listeners that this isn’t a brand-new strategy, using Walt Disney as an early blueprint for extending storytelling across film, television, and the theme park environment. At the same time, he cautions against treating IP like a magic upgrade button. A mediocre experience wrapped in a famous brand is still a mediocre experience, and he argues that investors often favor IP because it feels safer, even when the fundamentals aren’t there. The real requirement is a clear guest experience and narrative path people can easily understand and enjoy. Embracing your audience “You don't just chuck it in because everybody's doing it. You're going to have to understand your audience.” Kevin’s bluntest point is that many projects fail because leaders build for trends instead of building for guests. He describes “spaghetti moments” where operators throw technologies into a concept hoping something sticks, then quietly move on when it doesn’t, without extracting lessons. His post-mortem approach is about finding the real causes, including mismatched business models, poor repeat-visit planning, and ignoring frontline feedback. He also calls out the habit of using technology to mask unresolved fundamentals. If an attraction choice is driven by copying competitors, or if leadership avoids the hard truths in reviews and exit interviews, the problem isn’t a lack of gadgets; it’s a lack of listening. For Kevin, embracing your audience means designing for who they are, how they behave in groups, and what keeps them coming back, then using data to refine the experience rather than passing judgment.   Kevin can be reached on LinkedIn, as well as by email at kwp@thestingerreport.com. To learn more about his work, including The Stinger Report, visit the LBX Collective and The Stinger Report online. Additional resources: Entertainment Social Arena Wonderverse Closure LBE Zone Social Entertainment: Amusements Competitive Edge (Amusement Expo International 2026) This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    47 min

  4. MAR 10

    Episode 444: Marah Rodriguez talks about life’s twists and turns, listening and empathy, and women in leadership

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   What’s your guest experience strategy?  You probably have a marketing strategy, recruitment strategy, and sales strategy, but what about intentionally turning first-time visitors into loyal advocates?  Liebman Leisure Group helps attractions do exactly that.  From creating a culture of “wow” moments to empowering staff to recover from service failures, great experiences don’t happen by chance.   To schedule a consultation call, visit www.liebmanleisure.com/attractionpros.  Don’t leave your guest experience to chance.  You should be known for creating memorable experiences… on purpose. Marah Rodriguez is the Regional VP of Sales of Mobaro. Marah started in the attractions industry at 16 as a lifeguard at Wet n Wild in Orlando, helped open a wakeboard park, studied communications at UCF with a minor in hospitality management, then took an unexpected detour into HIV prevention work through the American Red Cross and clinics in Florida. After time in advertising sales with AT&T, a connection to a water safety products customer pulled her back into the attractions world, and later joined the Mobaro team in 2021. Mobaro is a digital platform that connects teams like safety, maintenance, and operations in one system, replacing paper processes with real-time visibility into daily tasks and performance insights. In this interview, Marah talks about life’s twists and turns, listening and empathy, and women in leadership. Life’s twists and turns “Life had a different turn for me and I didn't end up getting a job in hospitality in St. Thomas. I actually went and veered off with American Red Cross doing HIV prevention.” Marah’s story is a reminder that career paths in attractions are rarely linear. She shares how early experiences in safety and operations shaped her foundation, but it was the unexpected pivot into public health that stretched her perspective. That chapter was not a detour in hindsight, it became part of the skill set she brought back into business and leadership. She also emphasizes how relationships and reputation can quietly shape your future. Doing good work, staying connected, and being curious led to multiple “full circle” moments, including her return to the industry and later her move to Mobaro after being remembered from a brief conversation at AIMS. Listening & empathy “What I learned and the importance of that sort of work is the importance of listening and having empathy.” Marah frames listening and empathy as practical leadership behaviors, not soft skills. She explains that people can tell immediately when you are not engaged, and that real listening starts with presence, curiosity, and genuine interest in someone’s story. That mindset helps leaders learn faster, build trust, and spot what teams actually need. She connects this directly to sales, too. In her view, sales is not about pushing a product, it’s about understanding what someone is trying to achieve and helping them get there. Whether the goal is safety, professionalism, or efficiency, the best outcomes come from asking good questions, paying attention, and meeting people on their timing, not yours. Women in leadership “We really enjoy having a night we can come together and celebrate our successes and try to support each other.” Marah shares how she has leaned into advocacy through IAAPA’s Women in Leadership Task Force and a growing network of women across amusement parks and attractions. She highlights momentum like expanding educational programming, increasing engagement, and creating more spaces where women can connect, learn, and be seen. Her advice to aspiring leaders is straightforward: get involved earlier than you think you should, believe in yourself, talk to people at every level, and remember that everyone is human. She sees the attractions industry as uniquely approachable, and she encourages women to use that openness to build relationships, confidence, and leadership opportunities.   If you want to connect with Marah directly, she recommends connecting on LinkedIn. You can also learn more about Mobaro at mobaro.com, and you can reach her by email at mr@mobaro.com. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    44 min

  5. MAR 3

    Episode 443: David Contreras talks about architecture as entertainment, balancing fantasy and reality, and developing leaders

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   What’s your guest experience strategy?  You probably have a marketing strategy, recruitment strategy, and sales strategy, but what about intentionally turning first-time visitors into loyal advocates?  Liebman Leisure Group helps attractions do exactly that.  From creating a culture of “wow” moments to empowering staff to recover from service failures, great experiences don’t happen by accident. To schedule a consultation call, visit www.liebmanleisure.com/attractionpros.  Don’t leave your guest experience to chance.  You should be known for creating memorable experiences… on purpose. David Contreras is the COO of Pistil Consortia. A technical architect by trade, he has practiced architecture since 2006 and is licensed in multiple states and countries, with experience spanning healthcare, hospitality, restaurants, and commercial work. Pistil launched during the height of the pandemic with his wife as majority owner, then grew quickly by earning trust as a startup and specializing in spaces built for fun, leisure, and performance. In this interview, David talks about architecture for entertainment, balancing fantasy and reality, and developing leaders. Architecture for entertainment “It’s like you’re designing fun.” David explains that entertainment design starts with psychology and first impressions, not just drawings. He describes how teams must consider the guest journey from arrival to check-in to how families decide what to do next, while also accounting for safety, accessibility, and operational logistics. He also shares how his healthcare background shaped his approach, since both worlds require precision around equipment, clearances, and flow, but entertainment adds the challenge of building anticipation through what guests see, hear, and feel. Balancing fantasy and reality “You do want it to be the best space that you can possibly create, but you also have the real parameters of budget constraints and money is finite.” David breaks down how “whimsy and wonder” must fit inside real constraints like budget, ceiling height, existing structure, sprinkler lines, ductwork, and the ROI math of square footage. He describes designing with a “kit of parts” mindset, weighing attraction footprints, safety clearances, party room revenue versus dead zones, and food offerings that won’t trigger expensive kitchen requirements. The goal is to place dollars where they have the biggest impact on the experience, especially the arrival moment and the areas guests see most. Developing leaders “The more that I develop leaders, I feel like the better off we are as a group, as a company.” David shares how his leadership approach evolved from highly hands-on mentoring to more delegation as the firm grew. He wants emerging architects to learn by doing, make mistakes, and build decision-making tools they can own. He also frames leadership as guiding clients through an uncertain process, building confidence, and shepherding stakeholders through complex choices that affect operations, cost, and the long-term success of the venue.   To learn more about the company, David recommends visiting the Pistil Consortia website, connecting on LinkedIn, or emailing him directly at david@pistilconsortia.com. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    42 min

  6. FEB 24

    Episode 442: Mark Rosenzweig talks about integrity, transparency, and collaboration, stirring imagination, and being an operations nerd

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Leading a team can feel like a roller coaster. From big climbs and sudden drops, there are moments where you wonder why you got on the ride in the first place. Matt Heller, Founder of Performance Optimist Consulting helps leaders and teams stay focused and performing at their best. Through engaging keynotes, hands-on workshops, and practical coaching, we turn fear into confidence and discomfort into momentum. This means fewer breakdowns and more breakthroughs. If your organization is ready to start building real forward motion, it’s time to take action and make better performance and growth your main attraction. Visit performanceoptimist.com/attractionpros for an exclusive offer! Mark Rosenzweig is the Principal and Chief Business Officer of 3dxScenic. After getting his start in park operations and park services at Michigan’s Adventure, Mark moved into sales and marketing roles at Zamperla and Ride Entertainment, including leading the SkyCoaster division. In 2020, he joined 3dxScenic in the Cincinnati area, and in December 2023 he became co-owner alongside longtime team member Matt Waldenmeyer. Today, 3dxScenic designs and fabricates themed environments, signage, facades, parade floats, and iconic photo-op pieces for parks and attractions. In this interview, Mark talks about integrity, transparency, and collaboration, stirring imagination, and being an operations nerd. Integrity, transparency, and collaboration “We have three pillars that we believe 150% in. Those are collaboration, integrity, and transparency.” Mark frames these as more than values on a wall. They shape how 3dxScenic sells, scopes, schedules, and delivers work. He explains that integrity and transparency mean being upfront about what’s possible, what will be subcontracted, and what the realistic timeline and bandwidth look like, with a focus on avoiding surprises. Collaboration is the lever that makes the work better, whether it’s aligning early on how a piece will live in the environment, or leaning on operators and mid-level leaders who will ultimately execute the day-to-day. He also emphasizes these pillars internally. From how ownership communicates with team members to how departments coordinate workflow, he sees consistency between culture and output as a requirement for sustainable growth and repeat partnerships. Stirring imagination “It’s not always easy to sell abstract decor to someone that, say, is in finance.” Mark describes scenic work as an abstract product that often requires helping clients visualize ROI differently. A sculpture may not directly sell tickets, but it can become an iconic, repeatable photo moment that drives sharing, tradition, and brand memory. He points to examples like oversized entry pieces and themed elements that communicate what a park experience feels like before a guest ever rides anything. He also walks through how ideas become reality, using projects like Holiday World’s Good Gravy as a case study in creative back-and-forth, story building, and delivering pieces that can even turn into merchandise. For Mark, the win is when theming supports the story, creates emotional connection, and provides both guest delight and practical marketing value. Being an operations nerd “I’m an operations nerd at heart.” Mark’s early-career curiosity shows up in how he talks about labor, workflow, and execution. He credits his time in park services, ride ops, and other frontline roles with giving him empathy for how systems actually run, and why it matters to learn by doing. That mindset carries into fabrication, where one late step can cascade into multiple downstream delays. The “ops nerd” lens also shows up in the company’s recent move into a new 30,000 square foot facility. Mark shares how they let departments help dictate the shop layout, aiming for smoother phase-to-phase movement, fewer bottlenecks, and better long-term scalability as they take on larger and more complex projects.   To learn more about 3dxScenic, visit 3dxscenic.com and find them on Facebook, Instagram, and LinkedIn. You can reach Mark directly at markr@3dxscenic.com.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    47 min

  7. FEB 17

    Episode 441: Matt and Josh share their best presentation and public speaking tips

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Leading a team can feel like a roller coaster. From big climbs and sudden drops, there are moments where you wonder why you got on the ride in the first place. Matt Heller, Founder of Performance Optimist Consulting helps leaders and teams stay focused and performing at their best. Through engaging keynotes, hands-on workshops, and practical coaching, we turn fear into confidence and discomfort into momentum. This means fewer breakdowns and more breakthroughs. If your organization is ready to start building real forward motion, it’s time to take action and make better performance and growth your main attraction. Visit performanceoptimist.com/attractionpros for an exclusive offer! Speaking at conferences can feel intimidating, especially when you are trying to balance confidence, content, and stage presence all at once. To ease the nerves, it’s helpful to break it down into practical habits that make presenting feel more natural and more effective, from how you build your material to how you connect with the room in real time. In this episode, Matt and Josh talk about professional and public speaking tips for conferences and presentations. Start with the story, not the slides “Build your presentation in your head before you build your slide deck.” Josh explains that the clearest presentations start as a full talk you can deliver without visuals. When you lead with the message first, the slides become supporting cues instead of a script. That approach helps you avoid “death by PowerPoint” and keeps you in control of pacing, transitions, and energy. Edit for focus and learning goals “It’s editing in your mind that really needs to be in that presentation.” Matt emphasizes that a great presentation is often a smaller, sharper version of your first draft. Whether it is cutting extra content, trimming stories, or removing activities that do not connect back to the point, editing keeps the session aligned to what the audience is there to learn. They also highlight how conference submission learning goals can force useful clarity. Prepare and rehearse without sounding robotic “Prepare, prepare, rehearse, rehearse, but don't memorize.” Matt shares a rehearsal process that builds comfort through repetition while still leaving room to adapt in the moment. Josh adds that this flexibility improves the dynamic with the audience because you are not thrown off by a question or an unexpected turn. Make it a conversation with the room “I want this to be an interchange. I want this to be a conversation.” Both hosts push back on the idea of “giving a talk” as a one-way download of information. Josh advocates getting the audience talking early and often, which creates rhythm, raises energy, and removes the invisible barrier between stage and seats. Matt adds that it sets expectations that attendees will participate, not just sit back and watch. Use nerves as fuel and build confidence over time “Use your nervousness to your advantage.” Matt frames nervousness as energy you can harness, not a sign you are unqualified. One tactic he uses is talking to attendees as they enter so the session feels like it has already started. Josh reinforces that reps create confidence, and confidence becomes contagious once you step up to present. Create memorable a-ha moments and stay authentic “Stack as many a-ha moments as possible.” Josh explains how “spiky” anchor statements, supported by research and relatable examples, can spark light bulb moments that stick after the session ends. Matt adds that your style does not have to be high energy to be powerful. The goal is authenticity, whether you are animated or quiet and steady, and using humor only when it fits who you are. Keep it simple, plan for hiccups, and stay steady “Keep it simple and also have a backup plan.” Matt warns against overcomplicated decks and tech-heavy presentations that can fail in unfamiliar setups. Josh agrees and adds that problems will happen, from clickers to microphones, and the best move is to stay calm, adapt, and keep the room with you.   What are the best speaking lessons that have helped you feel more confident on stage? Keep the conversation going by sharing on social media or reaching out directly. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    48 min

  8. FEB 10

    Episode 440: Melissa Lockwood talks boots on the ground, being comfortable being uncomfortable, and operating a luxury waterpark

    Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Leading a team can feel like a roller coaster—big climbs, sudden drops, and moments where you wonder why you got on the ride in the first place. Matt Heller, founder of Performance Optimist Consulting helps leaders and teams stay focused and performing at their best. Through engaging keynotes, hands-on workshops, and practical coaching, we turn fear into confidence and discomfort into momentum. This means fewer breakdowns and more breakthroughs. If your organization is ready to start building real forward motion, it’s time to take action and make better performance and growth your main attraction. Visit performanceoptimist.com/attractionpros for an exclusive offer! Melissa Lockwood is the General Manager of Baha Bay at Baha Mar Resort. Growing up in central Missouri, she got her start as a teenage lifeguard and worked her way into municipal parks and recreation leadership before taking a leap into international water park operations. That decision led her to open and operate major projects abroad, including seven years on Yas Island in Abu Dhabi, and then a move to Nassau in 2019 to help open Baha Bay, the 15-acre resort water park on the same property as Baha Mar’s Rosewood, Grand Hyatt, and SLS hotels. In this interview, Melissa talks about boots on the ground, being comfortable being uncomfortable, and operating a luxury waterpark. Boots on the ground “Be boots on the ground management by walking around, and just being able to interact with our guests as well.” Melissa’s leadership style is rooted in showing up where the work is happening, especially during peak periods. During the holiday rush, her routine centers on briefings, checking in with teams, and spending most of the day circulating throughout the park and resort pools. That presence is not performative. She wants team members to know she’s there to support them, and she wants to hear guest feedback directly, in real time, so improvements can be made faster. That mindset connects to her earliest days in the industry, when she did everything in a municipal setting, from cleaning restrooms to selling concessions. Those experiences shaped a servant leadership approach where she avoids asking anyone to do something she is not willing to do herself. For Melissa, morale and operational consistency are built in the trenches, side by side with the team. Being comfortable being uncomfortable “Sometimes, you've got to be comfortable being uncomfortable.” Melissa describes her career as a series of intentional stretches. Moving abroad “sight unseen,” navigating language barriers, and leading teams with wide-ranging backgrounds all required patience, humility, and a willingness to learn in public. Her takeaway is that discomfort is not a warning sign, it’s often a growth signal, especially for emerging leaders who are encountering challenges like upset guests, unfamiliar policies, or communication gaps for the first time. She coaches her team to keep perspective when situations feel hard. Her reminder is simple: it is temporary, and the comfort zone expands through repetition. She reframes growth as progress toward proficiency, not perfection. Over time, those once-intimidating moments become more natural, and she loves seeing team members make that shift and then turn around and train the next wave. Operating a luxury waterpark “We are a 15-acre luxury water park, which is a little bit of a tricky thing to piece together.” Baha Bay is both a resort amenity and a destination that sells day passes, which creates a unique operational balance. Melissa explains that “luxury” is not just a label, it’s reflected in design details like landscaping, finishings, and elevated cabanas that feel like permanent structures rather than temporary setups. The goal is alignment with Baha Mar’s broader brand promise as a high-end resort experience. Luxury also shows up in service expectations and consistency. Whether guests arrive from Rosewood, Grand Hyatt, SLS, a cruise ship, or an Airbnb, Melissa emphasizes that everyone deserves the same high-level experience. Her team uses shared core values across resort services to meet those expectations, and she reinforces the standard from onboarding forward. The challenge, as she puts it, is sustaining that grand-opening energy year after year, which she tackles through daily briefings, ongoing training, and recognition programs like the park’s Elevation Awards. Melissa invites listeners to connect with her on LinkedIn. To learn more about the water park and resort, visit bahabay.com and bahamar.com.   This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)

    49 min
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5
out of 5
23 Ratings

About

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.

Information

  • Creator
    AttractionPros
  • Years Active
    2017 - 2026
  • Episodes
    100
  • Rating
    Clean
  • Copyright
    © Copyright 2017 . All rights reserved.
  • Show Website
    AttractionPros Podcast

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