train and motivating your staff to deliver outstanding ... · train and motivating your staff to...

EURO ATTRACTIONS SHOW 2018

EURO ATTRACTIONS SHOW 2018 ,#EAS18

Train and Motivating your Staff to Deliver Outstanding Guest

Experiences

Heather Barnes, Director Aquatic Presentation, John G. Shedd Aquarium, Chicago IL

Wednesday Sept 26, 2018 11:00-15:00

IAAPA EAS Lunch & Learn 2018

Train and Motivating your Staff to Deliver Outstanding Guest Experiences Session Worksheet

What 1 or 2 idea (s) would you like to implement or bring back to your organization?

Who will help you advocate or be on board with this idea?

What or who will you need to implement this from a resource perspective?

Who may challenge or could not potentially on board with this idea?

How might you convince someone not on board with your idea?

What will be important to make sure this idea is sustained once implemented in your

organization?

Additional notes/thoughts:

IAAPA EAS Lunch & Learn 2018

Train and Motivating your Staff to Deliver Outstanding Guest Experiences Resource List

Books:

• Reasons 2 Reward by Shaun McKeogh and Ann-Maree O’Neill • The Myth of Employee Burnout by Matt Heller • ALL CLEAR! A Practical Guide for First Time Leaders and the People Who Support Them by Matt Heller • Creating Magic by Lee Cockerell • 20 Minute Manager Series by Harvard Business Review Press

• Improvisation for the Theater by Viola Spolin

• Love Works by Joel Manby

• Magic 5 Keys to Unlock the Power of Employee Engagement by Gracy Maylett and Paul Warner • HR on Purpose Developing Deliberate People Passion by Steve Browne

• The Power of Thanks by Eric Mosley and Derek Irvine

Each Other! List who to connect with post conference:

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Hello!

• Thank you!

• Director, Museum of Science and Industry 1996-2017

• Director, Shedd Aquarium June 2017

• Faculty Member, The Second City Chicago

• IAAPA America HR Committee

• Founder of Improv at Work, LLC

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

John G. Shedd Aquarium

• Chicago, IL U.S.A.

• John G. Shedd Aquarium is one of largest indoor aquariums in the world

• Estimated 2 million annual guests

• Employees

• 600 Employee Total• 300 Volunteers

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Session Goals

• Network

• Lunch

• Learn

• Play

• How To Implement

• Have Fun!

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Topics

• Recruitment

• Training

• Retention

• How to Implement your Ideas

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Recruitment

•Are you Recruiting, Hiring and Onboarding in a MOTIVATING, FUN, OUTSTANDING way?

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

World’s Best Employee Exercise

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Starting with the Job Description

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Recruitment – Job Descriptions

•Engage guests in a positive, fun inclusive way

•Provide compelling, personalized experiences

•Positively participates in team meetings

•Anticipates and proactively solves guest issues

•Compelling energetic manner

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Rethinking Recruitment

• Job Descriptions

•Location – Go Get ‘Em!

•Video

•Demonstrate your Culture

•Group Auditions – YES!

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Recruitment – Let’s Play!

•Network – Share

• Improvised Group Auditions

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Training

•Grounded in Mission and Vision• Improv•Open- Ended Questions & Participatory•Team Building•Tailored to Employee•Certifications & Celebrations & FUN!

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Training Continued

•Ongoing Coaching

•One on One’s or Team Check Ins

•Positive Reinforcement

•Areas of Growth

•Professional Development Opportunities

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Training – Let’s Play!

•Network – Share

• Improvised Training with Content

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Retention

•Reward & Recognition

•Sustainable

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Reward & Recognition Why

•Creates Positive Work Environment

•Positively Reinforces Work You Need Repeated

•Training

• Increases Retention

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Reward & Recognition Why

•Let’s Team Know Managers Track & Care

•“Ever Felt Too Appreciated?”

• Impacts BOTTOM LINE!

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Reward & Recognition HOW

•Make your organization’s success your employees success

•Treat your teams the way you would like them to treat your guests

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Reward & Recognition HOW

•Fair•Current/Timely•Specific•Personal•Genuine• Individual & Team Based•Ongoing

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Reward & Recognition HOW

•Start at the Top – CEO/VP Buy In

•Make it Job Descriptions & Org Structure

•Lead by Example; YOU start

•Tailor to Organization

•Get Leaders Involved

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Reward & Recognition HOW

•Budget

•Review Existing Policies (Perfect Attendance)

•Asses Supervisor/Manager Skills in R&R

Team Reward & Recognition

• Team parties to foster team work and celebrate team wins

Team Reward & Recognition

• Problem: Busy Holiday Season• Pizza Lunches, Holiday Lounge, Personal Thank You

& Holiday Cards

Individual Recognition

Reward & Recognition

• Current Team Photos

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Sustainable

• Executive Organizational Support• Employees Impact Bottom Line

• Show Examples – Gain Buy In• Cite Research• Include them in R&R

• Include all Partners, Contractors, Retail, Food, etc.

Sustainable FUN

• Morning Meeting Meetings• Improv• Teambuilding Exercises• Current Science News• Director Reads Positive

Comment Cards Weekly• All Shifts

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Rethinking Reward & Recognition

•Network & Share

•Let’s Play!

• Improvising R&R

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

Lunch!

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

And Now…How

•Let’s Do This!

•Write 3-5 Ideas to Implement• Select One•Role Play•Who is your biggest challenger?•What is the biggest Road Block?•How will you make the case and sell it?

BUILD YOUR KNOWLEDGE | EURO ATTRACTIONS SHOW 2018 ,#EAS18#EAS18

QUESTIONS?

• Ask Away!

• Network Some More

• Have a Drink!

CONTINUE YOUR JOURNEY ON IAAPA.ORG ,#EAS18

AND NOW...

EXPANDYOUR

NETWORK

Thank you!Heather Barnes, Director John G. Shedd Aquarium

& Massimiliano Freddi, VP Leolandia