Craig Buster is the General Manager of Wild Island and Coconut Bowl in Sparks, NV. In this interview, Craig shares the unique aspects of running a venue that includes a water park, bowling center, and a family entertainment center. Craig also discusses the ways that his team drives brand advocacy for guests, some of whom he sees visiting multiple times a week. This is partly due to initiatives that they run to encourage repeat visitation, and also in part through their service recovery strategy as well, which Craig says needs to be a “win-win” for the guest as well as the business. Craig also talks about the investment of time, resources, and money that is put into recruiting, onboarding, and developing team members, and that the return on that investment includes many employees who stay with Wild Island for many years. Craig’s philosophy is that happy employees equal happy guests, so you should always strive to build an excellent workplace.
