GUEST EXPERIENCE
STRATEGY CONSULTING
for the attractions industry
Exceed every guest’s expectations. Streamline service recovery. Drive loyalty through the guest experience.
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In this flagship program, Liebman Leisure becomes your strategy partner for all guest experience initiatives. This includes an audit of your culture of hospitality, multiple days of onsite visits and training workshops, and ongoing engagement to continually alleviate friction points and enhance the guest experience.
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Align your entire team on your guest experience standard. Achieve the core tenets of hospitality excellence from your frontline staff, grow the guest experience by engaging all levels of leadership, and sustain the guest experience by crafting a plan to grow from guest feedback and service failures.
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Tired of hearing the same message about how the customer is always right and that customer service just comes down to being nice? Book Josh Liebman to speak at your event or conference on how we all must redefine customer service by truly focusing on the guest experience.
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Streamline your service recovery strategy with Service Recovery Hero, the only online course dedicated to complaint resolution for the attractions industry.
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Published in 2023, The Hospitality Mentality walks readers through the guest experience framework that sets a proper expectation, exceeds that expectation, and puts fuel on the fire, enabling you to create raving fans through your guest experience.
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The AttractionPros Podcast brings you into the room with the top leaders, executives, and influencers in the attractions industry. Hosted by Josh Liebman and Matt Heller, new episodes are released every Tuesday.
Guest Experience Strategy Partnership
Remarkable experiences don’t happen by chance, and creating a lifetime of memories isn’t just a warm, fuzzy, saying… it’s the business model.
The Guest Experience Strategy Partnership includes the following:
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Connect the dots between what your guests expect from their experience and what you expect from your team members. Exceeding expectations leads to more than guest satisfaction; it results in the desire to return and strong word of mouth – referring friends and family, sharing on social media, and posting 5-star reviews.
The audit includes a thorough review of job descriptions, orientation and onboarding materials, employee handbooks, and training manuals, leading to recommended revisions and enhancements.
The emphasis on your high guest experience standard must be woven into operational procedures to ensure consistency of service delivery.
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The partnership includes multiple days of training per year, which can include multiple workshop sessions per day. The value gained from the onsite training workshops alone surpasses the entire annual cost of the program.
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Ongoing strategy meetings allow us to identify the largest friction points and create a hyper-focused plan for alleviating them. This includes determining solutions to be implemented, benchmarking with data and measuring for success, and fine-tuning as necessary.
Guest Experience Workshops
The role of the frontline team member is changing. Wages have increased at an accelerated pace, and technology has replaced many functional mechanics of job duties. Therefore, leaders must reevaluate what their staff’s job duties are. Your entire team should take a proactive role in the guest experience where they intentionally exceed expectations, are fully equipped to resolve service failures, and craft an experience that drives loyalty.
All of this leads to more 5-star reviews that tell other people that they should spend their hard-earned time and money with you.
Hosting Guest Experience Workshops allows you to do exactly that. It’s an investment in your team, as well as in your organization. And it pays an infinite return.
Over the last decade, thousands of team members across the global attractions industry – from the frontline staff through executive leadership – have participated in Liebman Leisure Group’s Guest Experience Workshop. Your staff will walk away energized to exceed every guest’s expectation and enjoy the fulfillment that comes with it.
Guest Experience Workshops are divided into three tiers: Deliver, Amplify, and Sustain. Each tier is intended for your different audiences, including new-hire frontline staff, more seasoned frontline staff & entry level leaders, and supervisors & up.
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In this introductory workshop, frontline team members are immersed into the core tenets of hospitality excellence. Participants leave the course energized to exceed every guest’s expectations, create “wow” moments, and eliminate the phrase “let me get my manager” by being fully equipped to resolve a wide range of service failures.
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Building on the foundation of the introductory workshop, participants in this session will deepen their abilities into what goes into creating experiences that drive loyalty. Areas of focus include the most practical ways to craft “wow” moments, effective resolutions for common complaints, and ways to recognize your most loyal guests.
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The guest experience can only be sustained if leadership plays an active role in guiding their team toward what is expected from them on a daily basis. In this session, the guest experience standard is reviewed, and leaders walk away with a greater sense of recognition and coaching for their team members’ performance, and put plans in place for making long-term improvements to the greatest friction points.
In each workshop, industry standards, research findings, and entertaining anecdotes are used to convey messages and concepts, while aligning the content of the program to match your specific guest experience. Activities will foster group and individual participation, thoughtful contributions, and creative exercises for the content to resonate long after the workshop.
Keynote Speaking
Your conference attendees deserve a keynote speaker who will inspire action in a session that is as motivating as it is entertaining.
Josh Liebman has spoken at dozens of conferences and events on the topic of guest experience, focusing on how to fully embrace and implement The Hospitality Mentality. While many other speakers share inspiring stories that they have been a part of or experiences they’ve had, Josh takes the audience to a new level by breaking down what works and what doesn’t, aligning data with practical applications that make the message click.
Use the contact link below to inquire about availability. Please include the name of the association or event along with the date(s) requested.
Online Course: Service Recovery Hero
Guest complaints are a natural part of the business. Regardless of how proactive you are at creating a remarkable experience, there will always be guests who say that their experience fell below their expectation. Rather than striving for zero complaints, it’s better to embrace your most dissatisfied guests and turn them into your most loyal advocates.
Service failures are part of standard operations. Service recovery should be part of standard operating procedures.
This self-paced online course is designed to help attractions of all scopes and sizes - from theme parks to trampoline parks, zoos, museums, aquariums, and family entertainment centers - create and implement a service recovery strategy that doesn’t just solve problems… it grows the business.
Stop struggling with service recovery. Be the hero your guests deserve.
Officially being released in early 2025. Join today to enjoy a pre-launch discount of 50% off.
Create raving fans through your guest experience.
Your guests don’t need you, and their alternative options are limitless. You know this, but how often do you think about it? Does every member of your team recognize it?
By embracing The Hospitality Mentality, you show your guests that you recognize the effort it takes to simply be your guest. You develop a full understanding of what your guests expect, the importance of meeting the expectation, and how to exceed every guest’s expectation, every time, and channel their satisfaction into lifelong loyalty.
Take 15% off your copy of The Hospitality Mentality, or 25% off if you order a case of 28.
The Hospitality Mentality
AttractionPros Podcast
AttractionPros brings you into the room with the top leaders, executives, and influencers in the attractions industry, to gain the widest possible perspective of all areas of the industry.
Most people are only exposed to the practices of their own organization without seeing how the rest of the industry operates. By following AttractionPros, you will gain the skills and knowledge needed to succeed and learn from the best of the best, whether you are the CEO or just beginning your career.
Subscribe to the podcast:
Check out the latest episode here:
About Josh Liebman
Josh Liebman specializes in guest experience within attractions, tourism, and hospitality, including service standards, complaint resolution, and driving guest loyalty. Josh is a serial entrepreneur, consultant, and speaker.
Josh’s educational background includes a Bachelor’s Degree in Theme Parks and Attractions Management, along with a Master’s Degree in Hospitality & Tourism, both from the University of Central Florida’s Rosen College of Hospitality Management.
Josh has worked for some of the top attraction operators in the world, including, but not limited to Walt Disney World, Universal Orlando, and Cedar Fair. Josh has been integral to the openings of multiple attractions in various leadership capacities. Additionally, Josh has consulted for many of the world's leading hospitality brands, including Ritz Carlton, Four Seasons, Waldorf Astoria, and many more.
Josh is Co-Host of the AttractionPros Podcast, which has been recognized as the leading resource for attractions industry professionals. AttractionPros has published hundreds of interviews with the most influential attractions industry leaders, offering a wide range of insights for those building their careers in the industry.
In December 2023, Josh published his first book, The Hospitality Mentality: Create Raving Fans through Your Guest Experience.
Let’s talk.
josh@liebmanleisure.com
(305) 632-4443