Institute for Attractions Managers

IAAPA

Operations

and Safety

Marketing LeadershipFinance

RevenueOperations

ATTRACTIONS PARCS: Operations & Entertainment

2

Attraction park and operation overview

Operation organisation

The key success factors

2

Operations and entertainment

3

Attraction park and operation overview

Operation organisation

The key success factors

3

Operation and entertainment

4

Definitions

• Funfair carnival: travelling show composed of rides, games…

• Pleasure gardens: outdoor park in a natural environment (trees, lakes…) that offers some gaming activities.

• Amusement park: a fixed location that offers some type of entertainment (zoos, water parks…) where visitors pay in token or money, for individual rides.

• Attraction park : amusement park that offers rides, shows and some entertainment , with a single fee to enter.

Themed park: an attraction park which is designed around a common theme.

4

5

Focus on themed parks

• They are a fixed, “enclosed” location with a mixture of attractions and/ or entertainment ( shows, parades etc.. )

• They offer a fun, family experience in a safe and secure environment.

• They offer an overall day experience

5

Tivoli - Copenhagen Europa Park Disneyland Paris

6

An overall fun experience

Why do people come to a themed park ?

What do they expect to find in a themed park ?

5 minutes workshop per table

6

7

An overall fun experience

Attractions

Some entertainment: Shows Parades, Musical atmosphere, Characters, streetmosphere

Food and Beverage experience

Merchandise products and souvenirs

An overall atmosphere and ambiance : décor , costumes

Green environment: flowers , trees, water features

Story telling

Quality Service

7

8

An overall fun experience

They want to feel immersed and live a “4

D experience”

8

9

What is an attraction?

An attraction is a ride surrounded by a decor, a story, a theme…

9

Ride Attraction

10

Types of ride / attraction

10

Roller coaster Flume ride

Rotating ride

WalibiParc Astérix

‘Drop’ ride

Port Aventura

‘Guest controlled rides’

Nigloland

‘Themed walk’

Liseberg

Disneyland Paris

Dark rides

Disneyland Paris

11

The history of Rides / attractions

11

Roller coasters Big wheel Merry-go-round

12

Type of Entertainment

2 main entertainment strategy and tactic , which can be

a vital added value to any park

•Core product : parades , stage shows, atmosphere events , characters meet and greet, musicians and interactive bands

•Seasonnal events : Halloween, Christmas, Summer

12

13

Entertainment core product

13

Interactive band

Visible bands

Atmosphere show

Regular daily parades

Permanent shows

Characthers meet and greet

14

Entertainment seasonal product / events

14

Day time Halloween

Christmas Night time Halloween

Spring season Summer seasonWinter celebrations

15

Rides + entertainment = higher satisfaction

Shows , character meet and greet , parades , musical entertainment is a garantied increase of overall visitors satisfaction and increase of attendance

15

Satisfaction rating Park 1

Satisfaction rating park 2

Attendance increase after introduction of entertainment and Shows

16

An overall fun experience

Restau-tainment and the food and beverage experience

Merchandise and souvenirs

16

17

Attraction park and operation overview

Operation organisation

Safety from design to operation

What to remember

17

18

Operations

Identify all divisions and departments that you can think of in a typical themed / attraction park

Participation from all to answer the question

18

19

Main divisions of an attraction park

Purchasing

HR

Safety

Quality

Communication

Finance

Legal

Risk Management

SUPPORT OPERATIONS

First Aid

Access road & parking Ticketin

g

Information Guest Relation

office

Attractions

General Operations(transport, restroom)

Live show, parade,Street entertainment

Food & Beverage

MerchandiseVisitor flow

control

Maintenance Engineering

Cleaning

Landscaping

Animal care

SecurityEmergency response

Resort Hotels

IT

Environnement

Marketing

Sales

New development

Labor management

20

The success in operations

•An organisation where everybody knows what to do and who is doing what

•An attraction park has to be managed in synergy: it is a team work

•Strong communication

•The heart of the success: Operations, Operations, Operations

20

21

Work Group

What are the 5 main success factors / strategic priorities of

any attraction park ?

Preparation: 10 minutes

1 reporter per table

Restitution: 2 minutes per table

21

22

Key success factors of an attraction park

1. A safe environment

2. A quality product & service

3. A recognized theme or brand

4. An efficient execution in excellence

5. A human resource and operational strategy

focused on people

22

23

1. A safe environment

• Safety is the first of any park visitor expectation.

• Even if the attraction industry is safer than most of other forms of entertainment (boating, cycling, motor-sport), every park should promote, enhance and have Safety as a N°1 priority.

23

24

2. A safe environnement

• Visitors expect to have fun and not worry about Safety:

• They trust the operators and do not understand the risks

• They consider that it is the park responsibility to insure safety

• During an incident investigation, operator and employees responsibility is always looked first,

before visitor’s behaviour is even considered.

24

25

2. Quality of product & service

Perceivedquality

Expectedquality

Deliveredquality

Designed quality

Guest satisfaction rating

Product conformity rating

ExperienExperiencece

Offer

VISITOR PARK

25

26

3. A recognized theme & brand

26

27

4. An efficient execution

• Operating efficiently allows companies to make the most of their resources (human, financial…).

• In Administration, Human Resources or Operations, all employees have to maximize the utilization and the capacity of their respective area.

• It is essential to use supplies and equipments wisely minimizing waste.

2727

28

5. A strategy focused on people

• Any companies in the hospitality industry relies on their employees for their success .

28

“You can design, create, and build the most wonderful place in the world. But it takes people to make the dream a reality”.

Walter Elias Disney

Institute for Attractions Managers

IAAPA

Operations

and Safety

Marketing LeadershipFinance

RevenueOperations

ALL THE BEST…AND THANK YOU