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Although on the surface each attraction may appear to operate the same, under the hood every site, venue and team is drastically different. That means a guest-centred approach can take a different shape from one attraction to the next. What works for a large theme park managing hundreds of thousands of visitors won't necessarily be right for a smaller, family-owned site, and vice versa.
The Process
Initial Conversation
A no-obligation chat to understand your attraction and what's prompting you to look for support whether it's a specific challenge, an upcoming change or simply a feeling that guest experience could be better without knowing quite where to start. This also gives me an opportunity to learn more about your site and how we could work together.
Diagnostic
Before recommending anything, I get under the skin of how your attraction actually runs. Depending on what makes sense for your site, this might include site visits, walking the guest journey as a visitor would, observing front-line teams in action, and talking to staff at different levels from front-of-house to management.
Building a Plan
Once I understand your site, I put together a clear picture of where the opportunities are and what's realistically achievable, prioritised by what will make the biggest difference to your guests and your team. This plan is built with you so there's no surprises or one-size-fits-all approach.
Delivery
This is where we start to implement the plan into your operation, whether that's hands-on work with your team, workshops, training, process redesign or a mix of approaches suited to what's needed. I stay closely involved throughout, adapting as needed, and make sure you're left with practical and real changes.
What I Cover
Guest Journey
Every visit is made up of lots of small touchpoints, and how they connect shapes a guest's whole impression of a site. I look at the journey from arrival to departure, spotting friction points and opportunities to make each step feel more guest-focused.
Queue and Batching
Queuing is an often unavoidable part of a guest's visit but how it's managed makes a real difference to satisfaction and operational flow. Having worked frontline on rides and attractions, I know how small changes to layout and process can ease pressure on both guests and teams.
Guest Services Culture
A strong guest experience is built by people, not just processes. Drawing on my time leading Front of House and Guest Services teams, I work with staff at every level to build a culture where guest-first thinking and processes become an everyday standard.
Accessibility
Making sure every guest feels welcome and supported is central to good guest experience. I help attractions think practically about accessibility, not just meeting requirements but making sure it's fully built into the guest experience.
Admissions Experience
First and last impressions matter and the admissions experience is often where both happen. I understand the operational pressures of this area alongside its guest experience importance as well as how to balance the two without compromising either.
Travel Trade
Many guests arrive through trade partners, tour operators and packaged experiences. My time in a commercial role with a London tour operator has given me a deep understanding of how product and partnerships shape the guest experience long before someone walks through the gate.
Interested to learn how I can support your site and improve guest experience?
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