If you’ve been following industry news lately, you may have seen that Herschend Family Entertainment has become a major partner and operator of Kentucky Kingdom in Louisville, KY. Jessi O’Daniel has worked at the park since 2014 and is currently the Vice President of Guest Experience. Josh chatted with Jessi about her guest experience philosophy, how Kentucky Kingdom merges social media with guest experience, and what goes into ensuring consistency in service delivery across all staff members, and all departments.
Jessi gives excellent examples of positive service moments that she is thrilled to be a part of, showing that going above and beyond doesn’t need to cost anything… for both guests and employees. When it comes to friction, one thing that is always on Jessi’s mind is making sure that the park’s policies and procedures resonate quickly with guests, knowing that they are walking into an unfamiliar environment, and it takes a little more than just putting up a sign. And at the end of the day, being a good human is one of the most important aspects of being a leader and a guest experience provider.
