Zishan Amir is the Co-Founder and Managing Director of ZRG Adventures & Consulting. Founded in 2020, ZRG’s mission is to develop world class attractions and teams with industry leading safety standards. Zish joined the attractions industry after having served in the military, which he says helped prepare him to be process oriented along with leading and empowering teams - all of which seamlessly transfer into the attractions industry. In this conversation, we talk about the guest journey, specifically on how the pre-visit, duration of the experience, and post-visit all tie in together, and are equally important to creating a positive experience for your guests. We also discuss how employee empowerment should be a part of any organization’s culture, which allows for quick resolutions that lead to ongoing guest satisfaction. Lastly, the role of technology in the guest experience should only be used to enhance the experience, so operators need to watch out for additional friction points that it may cause.
