Create positive guest experience; an analysis of why guests complain

Monday, September 28 | 8:30 - 9:45 a.m.
Speaker: George Deines

Description:
Every aquatic operator faces the “dreaded complaint” from their park’s guests. This session will outline and analyze why your guests are complaining, give you detailed & specific ways to minimize those complaints in the future and create a more enjoyable experience for all of your guests, using actual survey results, mystery shopper reports and an analysis of staff behavior. Aquatic facility operators are constantly faced with handling guest complaints about their staff and services, and need specific ways to deal with them in an appropriate manner.

Participant will:

1. Learn the most common reasons guests complain about their aquatic facility experience.
2. Receive detailed and specific ways to counteract complaints they receive from their guests
3. Learn effective training methods for front-line staff members to excel in their guest service.
4. Learn proactive and preventative guest education methods to help their guests have an enjoyable experience at your facility.
   
   

Speaker:

George Deines is a Project Manager for Counsilman-Hunsaker, specializing in aquatic master planning, business planning, feasibility studies and operational training and development. Before joining the CH team in 2014, he worked as the Aquatics/Sports Manager for the City of Garland, Texas, overseeing the operation of Surf and Swim, the city's 4-acre waterpark, and three community pools. He holds degrees from the University of North Texas and Dallas Theological Seminary.  He is an Associate with Ellis & Associates, Chair of the World Waterpark Association's Safety Committee and President of the North Texas Aquatics Association.