Better guest communication = happier guests & staff!

Have you ever heard the phrase, "This is how we've always done it?" It's the ultimate buzzkill for growth. As a young supervisor at a regional amusement and waterpark, I learned that firsthand from a manager who used it to shut down all my questions about our operating processes. Fast forward to my stint as Guest Services and Operations Manager. My goal was to give visitors the smoothest entry possible based on our standard procedures. I had everything planned, trained, and checked for our big Saturday. But within hours, our record-breaking attendance exposed major flaws. My team rose to the challenge with no complaints, and by day's end, we'd held it together. Hats off to my amazing staff, but lesson learned - sometimes "the way we've always done it" just isn't enough.