Driving Guest Loyalty through Managing the Guest Experience
Presented By: Josh Liebman, Director of Business Development - Amusement Advantage
Monday, January 14 - 2:15 pm - 3:30 pm
Every bowling center strives to provide excellent guest service. Repeat visitation, guest loyalty, and word of mouth are directly correlated to the service received by your staff. You may be placing emphasis on ensuring that guests have an enjoyable experience onsite, although the “pre-arrival” and “post-visit” components part of the “guest experience cycle” are more difficult to manage. When the entire guest experience cycle is managed correctly, it results in exceeding more guests’ expectations, and seamlessly transitioning each guest into a loyal ambassador. This session highlights each component of the guest experience so that you can identify any gaps in your current system and create a smoother flow from first time visitor to lifelong advocate.
With more than 13 years of experience in the Theme Parks & Attractions Industry, Joshua Liebman specializes in guest experience training, feedback analysis, mystery shopping, efficiency enhancements, and quality assurance consulting. Joshua’s expertise includes harnessing guest satisfaction and converting it to loyalty, along with recovering from some of the most complex service failure scenarios.
Joshua has worked for some of the top attraction operators in the world, including, Walt Disney World, Universal Orlando, Merlin Entertainments, and Cedar Fair. Joshua has been integral to the openings of multiple attractions in various leadership capacities. His educational background includes a Bachelor’s Degree in Theme Parks and Attractions Management, along with a Master’s Degree in Hospitality & Tourism, both from the University of Central Florida’s Rosen College of Hospitality Management.