If you're attending the IAAPA Conference, come see us at booth 2164, and get a first look at LEAOTA - our new AI development assistant.
What's the Cost of Poor Leadership?
High Turnover: Each individual employee lost costs $5,000-$10,000 or more in recruiting, training & lost productivity.
Safety Incidents: Poor leadership can lead to increased accidents, regulatory issues & even lawsuits.
Guest Dissatisfaction: Inconsistent service results in negative reviews, fewer repeat visits & revenue loss.
Operational Disruptions: Unresolved issues, people related downtimes, missed opportunities & slow decision making create operational inefficiencies & higher associated costs.
Who Is This Course For?
Supervisor & manager level leadership positions responsible for frontline staff in theme parks, entertainment venues, resorts, hotels & other guest-centric environments.
Leaders who want a clear, structured approach to building high performing engaged teams, creating memorable experiences for guests & making better operational decisions.
Organizations investing in leadership development to reduce turnover, improve service consistency & create a stronger safety culture.
How Does the Course Work?
Live Virtual Training: No pre-recorded videos. This is an interactive, instructor-led experience with real-world industry examples & actionable takeaways.
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OnDemand version available soon.
Duration: 6 weeks with 3 hours of content delivery per week.
Small Cohorts (Max 20-25 Participants): Allows for group discussions, scenario-based exercises & Q&A with the instructor.
Workbooks & Application Guides: Each session includes materials that help leaders apply what they learn in their roles.
Exclusive Leadership Group Access: Participants will be part of a private online group for ongoing discussion, peer support, and additional Q&A after the course ends.
Certificate of Completion: Formal recognition that participants have gained essential leadership skills for the industry.
Trusted by professionals in leading attractions and hospitality brands to deliver results-driven leadership development.
Course Overview
Module 1: Leadership Foundations & Effective Communication
Leaders who understand themselves & communicate clearly reduce operational errors & build trust more quickly. Clarity & consistency from the start set the stage for strong team & guest interactions.
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Understanding the role of leadership & different leadership styles
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Emotional Intelligence & Self-Leadership
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Fundamentals of effective communication
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Writing effective electronic communication
Module 2: Building Trust & Team Engagement
A high-trust team adapts better to change, experiences lower turnover & delivers better results under pressure. Motivated teams who feel appreciated perform at higher levels & protect the brand experience.
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Identifying the key components of trust
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Enhancing empathy & understanding
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Understanding satisfaction, engagement & loyalty
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Creating a cohesive & motivated team culture
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Conducting results-driven meetings
Module 3: Performance Management, Staff Training & Conflict Resolution
When everyone knows their role & problems are addressed promptly, teams stay focused on delivering consistent service.
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Setting & communicating clear performance targets
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Offering Proactive & Constructive Feedback
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Developing Sustainable & Impactful Staff Training Practices
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Resolving Conflicts Early & Effectively
Module 4: Leading Safety & Service
In attractions & hospitality, accidents or poor service can quickly damage an organization's reputation & bottom line. Leaders who move beyond just enforcement to proactive leadership prevent complacency, maintain high standards & help ensure all stakeholders feel safe & well cared for.
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Understanding the Importance of Both Safety & Service
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Championing a Proactive Safety Mindset
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Upholding High Service Standards
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Coaching & Recognizing Teams in Real-Time
Module 5: Decision-Making, Problem-Solving & Leading Change
Our operations face sudden & unexpected challenges daily. Leaders who can solve problems quickly & implement changes effectively keep operations running smoothly while maintaining guest & team confidence.
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Taking a Structured Approach to Decision-Making
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Refining Prioritization & Problem-Solving Abilities
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Planning & Leading Change Effectively
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Building Individual & Team Resilience
Module 6: Operational & Resource Management
Well-managed resources & clear cross-departmental coordination reduce operational & service bottlenecks, help control costs & maintain high guest & team satisfaction.
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Driving Operational Excellence through Resource Optimization
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Foster Cross-Department Collaboration
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Preparing & Planning for the Impact of Seasonal & Special Events
Meet Jamey Walls:
Instructor for Leadership 101: Essentials of Leadership
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Over 25 years of leadership experience in the Attractions, Entertainment and Hospitality industries.
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Over 15 years in executive HR roles overseeing Learning & Organizational Development and Guest Service strategies for the following:
We have previous experience working with
For questions, please contact us at connect@attractionsuniversity.com.
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