GUEST EXPERIENCE
STRATEGY CONSULTING

for the attractions industry

  • “Josh and his 'Hospitality Mentality' are leading the way in our industry to support people-centric learning and development investments that have the possibility of infinite returns."

    — Alessandro Zamperla, President & CEO, Central Amusement International Inc.

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Exceed every guest’s expectations. Streamline service recovery. Drive loyalty through the guest experience.

  • 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.

  • 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.

  • Streamline your service recovery strategy with Service Recovery Hero, the only online course dedicated to complaint resolution for the attractions industry.

  • 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.

  • 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.

  • "Josh's influence can transform your operational mindset and place you at the pinnacle of customer satisfaction within your industry."

    — Luke Schueler, CO-Founder/Owner & COO, Flying Squirrel Sports

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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.

Your Guest Experience Strategy blends the art of service, recovery, and guest communications with the data-driven science of feedback collection, per capita spending, and driving guest loyalty. This partnership explores each of these tenets both holistically and by addressing the granular details that go into making them thrive.

  • Exceed every guest’s expectations through a culture of authentic hospitality

  • Achieve the “recovery paradox” through embracing guest complaints

  • Strengthen relationships with guests before and after their visit

  • Gain critical intelligence for continual enhancement

  • Craft experiences that lead guests to say “it was expensive, but worth it”

  • Harness satisfaction and convert it to lifelong advocacy

  • "Josh's influence can transform your operational mindset and place you at the pinnacle of customer satisfaction within your industry."

    — Luke Schueler, CO-Founder/Owner & COO, Flying Squirrel Sports

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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.

  • “After sharing Josh Liebman's book, 'The Hospitality Mentality' with my team of over 200 employees, I witnessed a remarkable shift in their approach to hospitality. Inviting him to speak was the icing on the cake, leading to an even deeper understanding and implementation of his principles, ultimately enhancing our guest interactions, and solidifying our reputation for exceptional service.”

    — Ryan Stana, Chairman and CEO, RWS Global

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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.

  • “Josh delivers hospitality training that is both relatable (he’s certainly been there and done that!) and insightful. His practical experience is backed by serious research into guest behavior and the benefits of service recovery."

    — Mark Berlin, Director of Operations, USS Midway Museum

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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

  • "For years I’ve said that any business, in any industry, can have a hospitality mentality. It’s not just for hotels, restaurants and tourism. This is Liebman’s first book, and it deserves your attention as he provides a simple-to-understand guide on how to treat your customers as if they are guests."

    — Shep Hyken, “A Customer Service Expert's Top Business Books Of 2023”

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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