Live with Sondra

🎙️ Live with Sondra: Waterpark Wealth — Maximize Revenue from Concept to Launch ft. Ken HandlerWelcome to this episode of Live with Sondra, where we take a deep dive into how today’s most successful water parks engineer revenue on purpose. Joining Sondra is Ken Handler, President of Global Management Amusement Professionals (GMAP)—a trusted turnaround expert with over 30 years in the attractions industry and hands‑on experience with more than 100 water parks worldwide.Join us for an informative episode of Live with Sondra. In this session, Ken Handler and Sondra dive into:Revenue Architecture from Day One: Why profitable water parks don’t happen by accident—and how revenue must be intentionally designed from concept, layout, and guest flow to launch.Identifying & Eliminating Revenue Leaks: The most common places parks lose money, from underperforming F&B to underutilized space, and how to fix them fast.Food & Beverage as a Profit Driver: How elevating food quality, placement, and presentation directly increases per‑cap spending and guest satisfaction.Data Over Guesswork: Why “we think” and “we feel” are dangerous assumptions—and how using real operational data transforms decision‑making.Turnaround Strategies for Distressed Parks: The first high‑impact fixes Ken implements when rescuing underperforming or struggling properties.Hospitality vs. Service: Why true hospitality builds loyalty, repeat visits, and long‑term revenue—not just transactions.Training for Revenue, Not Survival: How investing in leadership and management development multiplies results across frontline teams.Tune in for an exciting session on water park revenue strategy, operational excellence, and sustainable growth.Connect with Ken Handler on LinkedIn (leave blank for manual addition)Connect with Sondra Shannon to learn more about Gatemaster’s role in strengthening revenue architecture and operational intelligence: https://www.linkedin.com/in/sondrashannon/Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! 👉 https://linktr.ee/livewithsondra

🎙️ Podcast Title: Quilting Culture: Kind Leadership for GrowthWelcome to this episode of "Live with Sondra" where we explore the transformative power of kindness in leadership with Nathan Caldwell, Owner and Keynote Speaker at Empowering Kindness. Nathan is a leadership expert and author who has guided teams through high-stakes transitions like mergers and acquisitions, and now teaches executives how to build cultures rooted in trust, clarity, and compassion.In this session, Nathan Caldwell and Sondra dive into:Defining Kind Leadership: What kindness really means in business—and why it’s not the same as being nice.Culture During Change: How to lead with empathy through mergers, acquisitions, seasonal turnover, and industry disruptions.Retention Through Respect: Why clear expectations and emotional intelligence help team members return season after season.Coaching vs. Compliment Sandwiches: How to build trust through consistent feedback rather than manipulative praise.Hiring for Attitude, Not Just Skill: Why teaching your brand of excellence starts with the right mindset.Empowering Managers to Lead with Heart: How to overcome fear-based leadership and foster growth in others.Celebrating Small Wins: The role of recognition in building loyalty, confidence, and a resilient workplace culture.Kindness as a Growth Strategy: How compassion fuels innovation, accountability, and long-term business success.Tune in for a heartfelt and practical conversation on building cultures that last—through kindness, clarity, and courageous leadership.Connect with Nathan Caldwell on LinkedIn: https://www.linkedin.com/in/nathan-caldwell/Connect with Sondra Shannon to learn more about Gatemaster’s role in fostering leadership-driven culture and loyalty: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

Welcome to this episode of Live with Sondra, where we head north to unpack how Canadian operators balance smart pricing, people-first leadership, and sustainable park profit. Our guest is Bob Williams, General Manager of Calaway Park—a three-decade industry leader known for operational excellence, service culture, and community impact.Join us for an informative episode of Live with Sondra. In this session, Bob Williams and Sondra will dive into:Value-Driven Pricing & Access: Why free parking, flexible food policies, and transparent online pricing build trust—and how to avoid pricing becoming a barrier for families. E‑commerce that Reduces Cost: Moving passes and ticketing fully digital to lower overhead and meet guests where they are—anytime, on mobile.Culture Over Strategy: How consistent communication, coaching, and clear standards create long-tenured teams and exceptional service.People-Powered Operations: Daily briefs, mid-season training, and “grow-from-within” leadership pathways that keep staffing strong.Tourism Momentum & Sentiment: Why cross-border visitor sentiment matters, and how thriving tourism fuels investment and GDP.Tune in for an exciting session on pricing strategy, service culture, and park profitability!Connect with Bob Williams: bob.williams@calawaypark.comConnect with Sondra Shannon to learn more about Gatemaster’s role in optimizing pricing strategy and guest experience: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! 👉 https://linktr.ee/livewithsondra

🎙️ Podcast Title: Secure Automation: Stop Losing $25M+ to Risk GapsWelcome to this episode of "Live with Sondra" where we dive into the critical intersection of automation, cybersecurity, and operational growth with Shannon Noonan, CEO and Founder of High Noon Consulting. With over 18 years of experience in IT compliance and security strategy, Shannon helps organizations protect revenue, streamline operations, and build resilient systems that scale safely.In this session, Shannon Noonan and Sondra dive into:Cybersecurity for Attractions: Why parks, FECs, and entertainment venues are increasingly targeted—and how to prepare.Automation Without Risk: How to scale operations securely without exposing guest data or financial systems.Multifactor Authentication: The simplest, most effective security measure you can implement today.PCI Compliance & Payment Security: What operators need to know about credit card fraud, data encryption, and access controls.AI & ChatGPT Risks: How untrained use of AI tools can leak sensitive data—and what to do about it.Data Access & Internal Controls: Why restricting access to guest and child data is essential for compliance and trust.Reframing Compliance as Growth: How security and IT strategy can drive contracts, revenue, and competitive advantage.Real-World Breach Case Studies: What attractions can learn from recent global incidents and how to avoid them.Training & Empowerment: Why most mistakes come from lack of information—not bad intentions—and how to fix that.Secure Mobile Ticketing & Contactless Payments: Blind spots in modern payment systems and how to close them.Tune in for a high-impact conversation that will help you protect your business, your guests, and your bottom line—before it’s too late.Connect with Shannon Noonan on LinkedIn: https://www.linkedin.com/in/shannonknoonan/Connect with Sondra Shannon to learn more about Gatemaster’s role in securing guest data and automating operations: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

🎙️ Podcast Title: Data-Driven Culture: Engaging Modern AudiencesWelcome to this episode of "Live with Sondra" where we explore how attractions and cultural institutions can harness data to personalize guest experiences, boost attendance, and build long-term loyalty. Joining us is Chloé Grossmann, Area Manager at Arena Metrics, who works with organizations across 15 countries to implement CRM and digital marketing strategies that turn data into action.In this session, Chloé Grossmann and Sondra dive into:Understanding Data Touchpoints: How ticketing, purchases, feedback, and engagement leave behind valuable insights.Types of Data That Matter: The difference between contact, transactional, and behavioral data—and how to use each.Creating a 360° View of Your Audience: Why combining data sources leads to smarter segmentation and stronger relationships.Personalizing the Customer Journey: How to tailor communication before, during, and after the visit to boost satisfaction and repeat visits.Avoiding Common Pitfalls: Why collecting data without strategy leads to wasted effort—and how to fix it.From Silos to Synergy: How Arena Metrics helps unify marketing, donation, and communication teams around shared data.The Platinum Rule of Guest Experience: Why treating people how they want to be treated is the key to relevance and retention.Smart Segmentation in Action: How birthday campaigns and family-focused offers drive engagement and loyalty.Optimizing Communication Channels: Why knowing whether your audience prefers email or SMS makes all the difference.Data Activation for Revenue Growth: How to turn insights into offers, timing strategies, and upsells that convert.Tune in for a data-rich conversation that will help you rethink how you connect with your audience—and why personalization is the future of guest experience.Connect with Chloé Grossmann on LinkedIn: https://www.linkedin.com/in/chlo%C3%A9-grossmann-2a099b208/Connect with Sondra Shannon to learn more about Gatemaster’s role in fostering data-driven guest engagement and loyalty: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

🎙️ Podcast Title: F&B as Destination: Driving Attraction SuccessWelcome to this episode of "Live with Sondra" where we explore how food and beverage can become a powerful driver of guest engagement, revenue, and brand identity with Ken Whiting, CEO of Whiting Foods and former Chair of the Board at IAAPA. With over 40 years of experience in the attractions industry and a legacy rooted in family business, Ken has helped shape the way parks and venues think about food—not just as a service, but as an experience.In this session, Ken Whiting and Sondra dive into:Food as a Core Guest Experience: Why food is no longer just fuel—it’s a memory-maker, a tradition, and a reason to return.Signature Menu Items & Loyalty: How attractions like Disney use iconic treats like Dole Whip and churros to build emotional connections and repeat visits.Innovative Food Strategies for All Sizes: From trampoline parks to destination theme parks, how to tailor your F&B approach to your audience and footprint.Food Festivals & Seasonal Promotions: How limited-time offerings and regional specialties can drive attendance, extend stays, and boost revenue.Teen Workforce Development: Insights from Ken’s book Waves for Teenage Workforce Success and how to empower young staff through culture and training.Industry Evolution & Guest Expectations: How the shift from fast food service to quality dining is reshaping the attraction landscape.Operational Excellence in F&B: Tips on managing back-of-house systems, mobile ordering, and creating “wow” moments with every bite.Family Business Legacy & Leadership: Ken’s journey from peeling bananas at age 10 to leading one of the most iconic boardwalks in the country.Tune in for a flavorful and insightful conversation on how food and beverage can elevate your attraction from a visit to a destination.Connect with Ken Whiting on LinkedIn: https://www.linkedin.com/in/kenwhiting/Connect with Sondra Shannon to learn more about Gatemaster’s role in optimizing food and beverage operations and guest engagement: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

🎙️ Podcast Title: Exceeding Expectations: Culture and Experience DesignWelcome to this episode of "Live with Sondra" where we explore the powerful connection between internal culture and guest experience with Phil Bruno, Chief Experience Officer and Founder of Treat Experiences. With over 45 years in hospitality and attractions—including 17 years at Anheuser-Busch—Phil has trained over 100,000 professionals and helped organizations transform their operations through experience design and employee engagement.In this session, Phil Bruno and Sondra dive into:Anticipating Guest Needs: Why proactive service starts with understanding the questions guests haven’t asked yet—and how to answer them with a “yes.”Brand Promise and Frontline Teams: How your staff become the promise keepers of your marketing message and why alignment matters.Designing Experiences Through Culture: Why internal culture directly shapes external guest satisfaction—and how to build a team that reflects your values.Employee Experience as the Driver of Guest Experience: The 10-point correlation between staff satisfaction and guest loyalty, and how to measure it.Reducing Turnover and Boosting Retention: How low turnover is the strongest indicator of a healthy culture—and why peer-led recruiting works.Modern Training Approaches: Why SOPs are outdated and how continuous learning, gamification, and LMS platforms are reshaping team development.Daily Connection Rituals: How 5-minute standups and discovery visits create alignment, accountability, and a sense of purpose across your operation.Operational Impact of Culture: How improving employee experience leads to higher retail sales, smoother logistics, and more memorable guest moments.Tune in for a masterclass in experience design, culture building, and operational excellence from one of the industry's most seasoned voices.Connect with Phil Bruno on LinkedIn: https://www.linkedin.com/in/philbruno/Connect with Sondra Shannon to learn more about Gatemaster’s role in fostering guest-centric culture and operational excellence: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

Podcast Title: Spatial Computing: AI, VR, and The Future of AttractionsWelcome to this episode of "Live with Sondra" where we explore the cutting edge of guest experience design with Steve Smith, CEO and President of Tana Solutions, Inc. Join us for a visionary conversation about how immersive technology is reshaping the attraction industry from the inside out.In this session, Steve Smith and Sondra dive into:Defining Spatial Computing: What it is, how it works, and why it’s the most exciting frontier in tech today—from Tesla’s autonomous navigation to theme park immersion.AI, VR, and Mixed Reality in Attractions: How artificial intelligence, virtual reality, and augmented reality are converging to create “phygital” (physical + digital) experiences that redefine entertainment.Hyperpersonalization and Guest-Centric Design: Why Gen Z prefers virtual experiences and how attractions can use data and AI to create deeply personalized, seamless guest journeys.Global Tech Trends and North American Gaps: What U.S. attractions can learn from international innovation and how to stay competitive in a rapidly evolving global market.Creativity Meets Technology: How Steve uses AI to write music and design experiences, and why the future of innovation lies in empowering human creativity—not replacing it.The Human Element in Digital Transformation: Why 60% of IT projects fail and how to ensure technology enhances—not hinders—the guest experience.The Rise of Experiential Storytelling: How spatial computing is enabling attractions to deliver emotionally resonant, interactive narratives that captivate audiences.Tune in for an inspiring and forward-thinking session on the technologies shaping the next decade of attractions and entertainment.Connect with Steve Smith on LinkedIn: https://www.linkedin.com/in/srsmithtr5/Connect with Sondra Shannon: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

Welcome to this episode of "The Power of Imagery: Your Park's Visual Story" where we explore how intentional visuals turn curiosity into ticket sales. Join us for an informative episode of "Live with Sondra" featuring Stephanie Tassone, Founder of Stephanie Tassone Creative, whose design, photography, and map artistry help attractions craft cohesive visual stories across web, social, and on-site touchpoints.In this session, Stephanie and Sondra will dive into:Building a Reusable Content Bank: How a single, well-planned shoot day can fuel seasons of high-impact photos and short-form video.Social That Converts: Why consistent posting, behind-the-scenes staff moments, and guest interactions outperform static content.Maps as Brand Story (Not Just Wayfinding): Turning park maps into clear, delightful, accessibility-minded visuals that set expectations and reduce friction.Show, Don’t Tell Upgrades: Using quick videos for cabanas, party rooms, and amenities to answer pre-visit questions and elevate perceived value.Accessibility by Design: Practical ways to reflect routes, proximity, and services in maps, pages, and an on-site accessibility menu.Tune in for an exciting session on using photography, video, and maps to align guest expectations, boost engagement, and keep your brand top of mind!Connect with Stephanie Tassone on LinkedIn:Connect with Sondra Shannon on LinkedIn: https://www.linkedin.com/in/sondrashannon/Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

Welcome to this episode of "Mastering Resilience" where we dive into leading attractions through change, challenges, and the rise of AI. Join us for an informative episode of "Live with Sondra" featuring Steve Gavatorta, President/Owner of Steve Gavatorta Group, who empowers individuals and organizations to achieve peak performance and resilience.In this session, Steve will dive into:Strategic Planning: Effective strategies for attractions to build a clear vision and achieve their goals.Solution Alignment Selling: How attractions can strengthen customer relationships and drive revenue growth.Leadership in Adversity: Insights on building resilient teams and navigating challenges, based on the neuroscience of adversity.AI & the Future: How AI can enhance operations, guest knowledge, and trend analysis within the attractions industry.Personal Development: Actionable steps for leaders to improve their skills and reach new heights in the attractions space.Tune in for a powerful conversation on staying agile, growing teams, and embracing technology to future-proof your attraction!Connect with Steve Gavatorta: https://www.linkedin.com/in/stevegavatorta/Connect with Sondra Shannon: https://www.linkedin.com/in/sondrashannon/Want to learn more or be a guest? Visit: https://livewithsondra.com/

Welcome to this episode of "Inclusive Innovation" where we dive into how empowering teams and embracing inclusive innovation can transform guest experiences in the attractions industry. Join us for an informative episode of "Live with Sondra" featuring Marah Rodriguez, Regional VP of Sales at Mobaro, who brings over two decades of experience driving safety, efficiency, and digital transformation for attractions worldwide.In this session, Marah will dive into:Enhancing Safety and Efficiency: How real-time data and digital tools help attractions operate smarter and safer.Collaboration for Better Guest Experiences: The importance of cross-team collaboration to deliver exceptional service.Creating Inclusive Environments: Strategies to foster inclusivity for both guests and team members.Technology’s Role in Sustainability: How modern tech solutions can support a more sustainable future for attractions.Overcoming Innovation Challenges: Practical insights for successfully implementing new ideas and systems.Tune in for an empowering discussion with an industry leader who is passionate about driving positive change!Connect with Marah Rodriguez: https://www.linkedin.com/in/marah-rodriguez-10731529/Connect with Sondra Shannon: https://www.linkedin.com/in/sondrashannon/🎤 Want to be a guest on our show? Apply here: https://forms.office.com/r/Y4kGTcaWw4

Welcome to this episode of "Storytelling Magic" where we explore how story-driven branding brings attractions to life and builds lasting guest connections. Join us for an informative episode of "Live with Sondra" featuring Peter, Founder of Brandartica and former Disney strategist, who shares how powerful stories can transform brands of any size.In this session, Peter will dive into:Crafting Brand Stories: How attractions can create compelling stories that live far beyond their gates.Avoiding Common Pitfalls: The key storytelling mistakes that attractions make — and how to avoid them.Lessons from Disney: Proven storytelling strategies inspired by Disney that apply to destinations of all sizes.The Meaning of “Maktub”: How this idea shapes the future of deeper guest connections.Purpose-Driven Brands: How to build a brand that stands out and stays true in a noisy, competitive world.Tune in for an inspiring session on how to master storytelling and build unforgettable brands in the attractions industry!Connect with Peter: https://www.linkedin.com/in/peter-example/ Connect with Sondra Shannon: https://www.linkedin.com/in/sondrashannon/🎤 Want to be a guest on our show? Apply here: https://forms.office.com/r/Y4kGTcaWw4