GUEST EXPERIENCE STRATEGY
for the attractions industry
Turn your guest experience standards into everyday operational practices.
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In this flagship program, Liebman Leisure becomes your strategy partner for all guest experience initiatives. This includes an assessment of the current health of your guest experience, assigning priorities and quarterly initiatives in order to alleviate friction points and enhance the guest experience on an ongoing basis.
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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 Operating System (GXOS)
Remarkable guest experiences don’t happen by chance. They happen when an organization has the people, processes, and systems in place to deliver them consistently.
The Guest Experience Operating System (GXOS) turns guest experience strategy into an ongoing part of how your organization operates. It connects training, service recovery, guest communications, feedback, spending, and loyalty into a cohesive system that drives continuous improvement.
Through a combination of proven frameworks, practical tools, leadership accountability, and measurable outcomes, GXOS helps organizations establish clear expectations, empower their teams, and turn guest experience priorities into everyday practices.
The result is a more consistent guest experience, stronger employee performance, increased guest loyalty, and measurable business growth.
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Create, refine, and elevate your guest experience standards across service, recovery, communications, feedback, spending, and loyalty, establishing the foundation for consistent execution and continuous improvement.
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Turn new-hire orientation into the foundation of your guest experience culture by connecting every employee to your organization's purpose, expectations, and commitment to hospitality.
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Bridge the gap between knowing and doing with structured, hands-on training that builds confidence, develops skills, and prepares employees to consistently deliver on your guest experience standards.
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Make exceptional service a daily habit through ongoing coaching, practical exercises, and consistent leadership engagement that keeps your standards front and center.
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Strengthen your culture by recognizing and rewarding the behaviors that bring your guest experience standards to life, inspiring employees to repeat and elevate their performance.
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Keep your guest experience operating system relevant and effective by using feedback, performance insights, and changing guest expectations to continuously refine your approach.
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 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.
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 helps attractions turn great experiences into long-term loyalty. With a career spanning more than 20 years in the attractions and hospitality industries, Josh collaborates with theme parks, museums, zoos, aquariums, and family entertainment centers to elevate every touchpoint of the guest journey, from proactive service standards to effective complaint resolution, compelling communication, and meaningful feedback programs.
Liebman's strategic approach empowers organizations to increase guest spending, earn repeat visits, and create lasting emotional connections. He has worked for world-renowned brands including Walt Disney World, Universal Orlando, Merlin Entertainments, and Cedar Fair, and has consulted with luxury hospitality leaders such as Ritz Carlton, Four Seasons, and Waldorf Astoria.
He is the co-host of the AttractionPros Podcast and author of The Hospitality Mentality. In 2025, he launched Service Recovery Hero, a self-paced course helping operations leaders master the art of complaint resolution.
Let’s talk.
josh@liebmanleisure.com
(305) 632-4443