What do you get when you mix a Ninja Warrior course with Wipe Out and put it over water? You get a Whoa Zone! Jen Rice is the General Manager with Empire Recreation Management, which oversees the operations of several Whoa Zone locations throughout the US. Jen walks us through what the guest experience is like when visiting a Whoa Zone, along with the parallels that it shares with families who visit destination theme parks. Get ready to hear some stories about how Jen’s staff makes meaningful impacts on guests’ lives that extends far beyond their visit, and why delivering life-changing “wow” moments can be woven into standard operations that cost nothing for the business to implement. When looking at your policies and procedures, separate the policies that can’t be compromised from the ones that can, and build that directly into your training program. This will give your staff the tools and empowerment to resolve issues from day one. When you do that, you are building a mindset that guest service is a culture, not just an act, which Jen summarizes as her guest experience philosophy.
