AttractionPros Podcast

Justin Rink is the General Manager of View Boston, a newly opened observation deck in Boston's Prudential Center. With a background in attractions management from Paramount, Churchill Downs, Kentucky Kingdom, and SeaWorld, Justin has previously worked in various leadership positions across the industry. In this interview, Justin talks about the View Boston experience, entrepreneurial leadership, and the importance of starting with people.

The View Boston experience

“Part of the attraction, in its conception, was to be your number one spot in Boston, the very first spot."

View Boston offers visitors a unique and immersive journey from the moment they enter the observation deck. From interactive elements like viewfinders and 270-degree videos showcasing Boston's skyline to personalized itineraries based on guests' preferences, the experience is designed to captivate and delight at every turn. With a focus on providing exceptional guest experiences, View Boston sets itself apart as a must-visit destination in the heart of Boston.

Entrepreneurial leadership

"It's easy to come up with strategy to make the business better. But if you can't execute the strategy, all that time was wasted."

Justin embodies an entrepreneurial mindset, driving innovation and pushing the boundaries of traditional leadership. He emphasizes the importance of setting ambitious goals and constantly striving for excellence, both for himself and his team. By fostering a culture of accountability and continuous improvement, Justin empowers his team members to take ownership of their roles and contribute to the overall success of View Boston.

Starting with people

"It starts with people. And I think that's the most important thing."

At the core of Justin's leadership philosophy is a commitment to putting people first. He believes that success in business ultimately hinges on building strong relationships and prioritizing the well-being of both guests and team members. By investing in employee engagement initiatives and fostering open communication, Justin creates a supportive and inclusive work environment where everyone feels valued and respected.

For more information about View Boston and to connect with Justin, visit viewboston.com or follow him on LinkedIn. You can also reach out to Justin directly via email at [email protected].

This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:

• Scheduling and correspondence by Kristen Karaliunas
• Audio and video editing by Abby Giganan

To connect with AttractionPros:

• AttractionPros.com
• [email protected]
• AttractionPros on Facebook
• AttractionPros on LinkedIn
• AttractionPros on Instagram
• AttractionPros on Twitter (X)

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%.

Samantha Palmer is the Director of Brand Experience for Flagler College in St. Augustine, FL. With over 20 years of experience at the college, plus time as a student, Samantha has played a pivotal role in developing and overseeing the historic tours and retail operations at Flagler. Her work focuses on enhancing the brand experience for both students and visitors, leveraging the college’s rich history and iconic architecture. In this interview, Samantha talks about historic tours, St. Augustine's tourism industry, and taking chances on people.

Historic tours

"You get to experience the brand not only through what their script is... but you also get to experience a student who is here working on their four-year education."

Samantha discusses how Flagler College’s historic tours are a unique blend of education and tourism, allowing students to gain invaluable public speaking and storytelling skills. The tours are not just about showcasing the beautiful and historic campus; they also serve as a crucial recruitment tool for the college. By involving students as tour guides, the program offers a dual benefit—visitors get a glimpse of the college’s rich history, and students gain hands-on experience that enhances their academic journey and prepares them for future careers.

St. Augustine's tourism industry

"We have always been members of the St. Augustine Attractions Association... we're kind of lucky that this area is so concentrated with attractions, but we're also willing to talk to each other."

Samantha highlights the collaborative spirit within St. Augustine’s tourism industry, emphasizing the unique position Flagler College holds within this historic city. As a major attraction in St. Augustine, Flagler College contributes to and benefits from the city's vibrant tourism sector. The college’s involvement in local attractions associations and partnerships with other sites, such as the St. Augustine Lighthouse and the Pirate Museum, ensures a cohesive and enriched experience for visitors. Samantha also notes how the college’s location and history make it an essential stop for those exploring the oldest city in the U.S.

Taking chances on people

"I like to take chances on people. Let's see. What's the worst that happens?"

In her role at Flagler College, Samantha has learned the importance of taking chances on people, particularly students who may not initially seem like the perfect fit for a role. She shares stories of students who, despite their initial reservations or lack of experience, have thrived in positions like tour guides. These experiences often lead to surprising and rewarding outcomes, with students gaining confidence and discovering new career paths, such as in public speaking, theater, or law. Samantha’s belief in giving people opportunities reflects her broader philosophy of mentorship and development, helping to foster a supportive and growth-oriented environment at Flagler College.

If you'd like to learn more about Flagler College or get in touch with Samantha Palmer, you can visit Flagler College's website or reach out to her directly via email at [email protected]. The historic tours at Flagler College, currently on hiatus for renovation, will resume in September 2024, offering visitors a unique glimpse into the college's rich history and architecture.

This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:

• Scheduling and correspondence by Kristen Karaliunas

To connect with AttractionPros:

• AttractionPros.com
• [email protected]
• AttractionPros on Facebook
• AttractionPros on LinkedIn
• AttractionPros on Instagram
• AttractionPros on Twitter (X)

Mike Rotondo is the CEO of Altitude Trampoline Parks. With a background in various franchise industries, including Tropical Smoothie and Edible Arrangements, he brings a wealth of experience to his role. Since joining Altitude in 2019, Mike has primarily focused on franchise growth through enhancing the company’s processes that ensure consistency of brand standards across all locations. In this interview, Mike talks about the balance of art and process, avoiding brand creep, and pushing for what's possible.

The balance of art and process

“How can we take the daily operations of this park and really make it as manageable and as teachable and as scalable as we can?"

Maintaining consistent standards is crucial, but so is allowing frontline team members to infuse their authenticity into their roles. Mike emphasizes the importance of creating an environment where employees feel comfortable being themselves while adhering to company guidelines. By blending standardized processes with individual expression, Altitude cultivates a unique and welcoming atmosphere for guests, ensuring an enjoyable and memorable experience for everyone.

Avoiding brand creep

"Stay in that space; be who you are."

Mike highlights the challenge of maintaining brand identity while innovating. He stresses the importance of staying true to the core brand values and avoiding dilution by pursuing ventures that deviate too far from the brand's essence.

In particular, Mike shares insight into the growth strategies of Indoor Active Brands, Altitude’s parent company, that is venturing into the Pickleball business. Entertainment centers focusing on Pickleball are an emerging market at the time of this interview, and their unique nature balances social “eatertainment” with an active sport, making it different from other location-based entertainment concepts such as bowling, golf simulators, and social driving ranges. This requires an intentional focus on what the experience is and is not, and not adding elements unless they have a direct purpose.

Pushing for what's possible

"I'm not interested if this is realistic. What I'm interested in is, is it possible?

Mike encourages a mindset of pushing boundaries and exploring possibilities. He challenges his team to think beyond constraints and consider what could be achieved if limitations were removed. By fostering a culture of innovation and pushing the boundaries of what's deemed possible, Altitude aims to stay ahead in the competitive market.

To learn more about Altitude Trampoline Parks or get in touch with Mike, visit AltitudeTrampolineParks.com, or email Mike at [email protected].

This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:

• Scheduling and correspondence by Kristen Karaliunas
• Audio and video editing by Abby Giganan

To connect with AttractionPros:

• AttractionPros.com
• [email protected]
• AttractionPros on Facebook
• AttractionPros on LinkedIn
• AttractionPros on Instagram
• AttractionPros on Twitter (X)

Tap into innovation at IAAPA Expo, the biggest industry event of the year. Join us and other AttractionsPros in Orlando, FL, Nov. 18-22 to engage with the global community. Learn from the experts, leave with new ideas, and turn your passion for the industry into new possibilities. Register now to save up to 30%.

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Leadership lessons can come from anywhere. Recently, Josh took an online course unrelated to the attractions industry - or business leadership at all - yet there were multiple lightbulbs that went off related to leading a team, and specifically when it comes to onboarding and training new-hires. Lessons ranged from maintaining a consistent leadership approach to reframing training sessions to foster a learning environment for team members, as well as allowing team members to make mistakes in low-stakes settings. In this episode, Matt and Josh discuss nine leadership lessons from an unlikely source.

1. Is It Training or Learning?

"Is it the team member going through training or is it the team member who is now learning how to do this skill?"

The distinction between training and learning is critical. Training often refers to what the instructor does, while learning is focused on the participant. By reframing the experience as learning, leaders can shift their perspective to better support the growth and understanding of the individual. The emphasis should be on how the trainee absorbs and applies the information, not just on delivering the content.

1. The Three C's of Leadership: Commitment, Consistency, and Keeping It Cool

“Keep it cool... those learning moments happen when the team member is not demonstrating immediate proficiency."

Effective leadership, especially in training, requires commitment, consistency, and a calm demeanor. Leaders need to stay focused on the process without getting distracted by other responsibilities. Consistency ensures that each new team member receives the same level of instruction. Finally, keeping cool in the face of setbacks or slow progress is essential for maintaining a positive learning environment and encouraging growth.

1. Incentives and Rewards Don’t Reinforce the Behavior

"The team member starts doing it for the incentive, not because it’s their job."

Relying on external rewards like incentives may undermine intrinsic motivation. When employees perform tasks just for rewards, they miss out on internalizing the desired behavior. It's better to introduce incentives as surprises for achieving results, rather than making them the primary goal. This approach ensures that team members are motivated to perform well because of their own drive, not just for rewards.

1. If Something is Second Nature to You, Reset Your Frame of Reference

"I completely deconstructed the process... and determined what needs to be done to do this."

Leaders who are experts in a task may find it difficult to teach it to others because they forget what it’s like to learn it for the first time. By breaking the task down into smaller, more understandable components, they can help trainees understand it better. This approach encourages empathy in leadership, ensuring that new employees are given the tools they need to truly master their roles, even when the leader has long mastered the task.

1. Stay Neutral with Positive Performance

"Be neutral with it... you let them know how great of a job that is without adding too much pressure."

Celebrating positive performance can unintentionally put pressure on team members to maintain that high level of work, which may lead to anxiety or burnout. Instead of overly exuberant praise, leaders should adopt a more neutral tone, acknowledging good work without making it overwhelming. This prevents the individual from feeling pressured to consistently outperform and allows for steady, sustainable improvement.

1. Stay Neutral with Negative Performance

"Redirect instead of punish... taking the emotion out of it and making it very straightforward."

Similarly, leaders should handle negative performance without punishing employees emotionally. Constructive feedback that is calm and clear helps to redirect behaviors without creating a negative atmosphere. By maintaining neutrality, the leader ensures that team members are focused on correcting their mistakes and improving rather than fearing harsh consequences.

1. Let Them Make Mistakes in Low-Stakes Environments
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This minisode discusses the concept of The Hospitality Mentality within organizations through a real-life scenario at a grocery store. Matt recounts a positive interaction with a cashier, who engaged in conversation with him and offered a better deal on blueberries. However, the interaction turned sour when Renee's manager interrupted to discuss watering plants, disrupting the positive atmosphere.

Matt and Josh dissect the incident, emphasizing the importance of coaching team members while keeping them accountable without compromising guest experiences. They stress that The Hospitality Mentality should extend to all employees, regardless of their position within the organization. Their discussion concludes with reflections on the significance of tasks typically out of guests' view and the importance of managers prioritizing guest interactions over administrative tasks.

We want to hear from you! How can leaders ensure they don’t disrupt a guest experience in action? Let us know by chiming in on LinkedIn, X, Facebook, or Instagram.

To connect with AttractionPros:

• AttractionPros.com
• [email protected]
• AttractionPros on Facebook
• AttractionPros on LinkedIn
• AttractionPros on Instagram
• AttractionPros on Twitter (X)