Shaun McKeogh is the Founder and President of Attractions Academy. With a focus on organizational development and service excellence, Shaun works with attractions to help them realize their vision that they initially set out to achieve. Shaun shares that oftentimes and even with the best intentions, organizations do not actually have a plan in place for their employees to deliver excellent service to their guests, or for managers to sustain a culture of positive guest experience. By helping to create and deliver the roadmap for success, Shaun’s impact on the business goes far beyond an initial training workshop that gives employees a boost of energy. It must continue to be executed regularly and woven into the culture that guests experience every single day. We also cover service recovery, and the importance of employee empowerment when it comes to resolving issues. Shaun shares his “blank check” philosophy that when frontline employees are equipped with the tools to do their jobs and recover from service failures, the benefits of guest satisfaction outweigh the likelihood of employees abusing the system.