Tyler Pellerin is the Guest Excellence Manager at LEGOLAND Florida Resort. Tyler shares with us how LEGOLAND creates a unique experience for guests specifically between the ages of 2-12, including the amount of “firsts” that happen every day at the park, and their goal of providing the “best day ever.” With no shortage of enthusiasm for the guest experience, Tyler shares several stories that show how service recovery can lead to repeat visitation and loyalty, why a rainy day shouldn’t wash out the park experience, and the amount of small things that happen in between the rides, shows, and attractions, all delivered by the park’s staff, who are known as Model Citizens. Tyler stresses the importance of data collection and guest feedback to understand how to continually improve the experience, and creative solutions that he has implemented to increase the volume of feedback from guests. And when it comes to training, Model Citizens don’t go through guest service training, they go through guest obsession training.
