Accessibility and Attractions: still an open challenge

Transcription

1 EURO ATTRACTIONS SHOW 2018 Accessibility and Attractions: still an open challenge Gianni Chiari Technical Services, responsible for the project A ride for everybody Monday, September 24 th 2018 EURO ATTRACTIONS SHOW 2018,

2 «Oltre i limiti, meravigliosa mente» Dott. Francesco Manfredi

3 Over the limits Wonderfully in italian Meravigliosamente Meravigliosa wonderful Mente mind

4 Leolandia e Gardaland: 2 different approaches to accessibility & 2 different experiences both contributing to the same goal

5 AND NOW... EXPAND YOUR NETWORK Today let s discuss about accessibility Gianni Chiari mailto: info@technicalservices.it CONTINUE YOUR JOURNEY ON IAAPA.ORG,

6 EURO ATTRACTIONS SHOW 2018 Accessibility and Attractions: Bright Ideas, Better Service Massimiliano Freddi - VP Strategic Development Leolandia Monday, September 24 th 2018 EURO ATTRACTIONS SHOW 2018,

7 MASSIMILIANO FREDDI V.P. Strategic Development Leolandia Coach, Seth Godin s altmba Attractions Consultant

8 What the associations expect us to do: - Be 100% accessible - Be prepared - Be transparent - Be passionate

9 What we know we couldn t do: Be 100% accessible

10 Our mission: To become Italy s No. 1 park for families with children under 10. How we measure it: in-park surveys every year - TripAdvisor: from being out of the top 10 attractions to becoming No. 1 in 2017 and Smiles

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12 What did we put in place? The biggest change in 40 years: How we select, train and care for people.

13 Recruitment process: - Introduced in Assessment center run by 2 managers, 1 animator, 1 psychologist - 50 pax per day - Introduction is very clear: what you should know to work for Leolandia, what you should care about - We discourage people to work for us!

14 Training process: - General introduction: 5 S (Safety, Service, Team, Smile, Sensitivity) - Safety training: safety first - Special Guests training - Guest service: we can t accept anything but excellence - Practical training - Tools: LeoManual, dedicated map

15 Day by day operation: - Every guests with special needs can receive a free ticket - When picking it up, she/he receives: - Special LeoMap - Form with clear information and acceptance of responsibility - Helping out: with access, with dedicated experiences (i.e. Minitalia for visionimpared)

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17 The first secret? Kiss! It means: don t go for procedures that are too complicated, empower your managers and coordinators, collaborate with local authorities and associations.

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19 The second secret? Be humble! It means: share with your guests what you are working on to improve, search for feedback, treat every one as an individual, don t search for good PR.

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22 Enthusiasm and passion can change the world and make people s lives better. We don t know if this is the right way to proceed. But we know this is the only way if we don t want to accept a closed gate. Passion overcomes every barrier. Guido Giovanelli Leolandia Safety Manager

23 AND NOW... EXPAND YOUR NETWORK Thank you! Massimiliano Freddi CONTINUE YOUR JOURNEY ON IAAPA.ORG,

24 EURO ATTRACTIONS SHOW 2018 ACCESSIBILITY: GARDALAND A step-by-step climb Danilo Santi, THEME PARKS GM, GARDALAND 2018, Sept 24 EURO ATTRACTIONS SHOW 2018,

25 GARDALAND JOURNEY: 12y of KEY LESSONS LEARNT:

26 GARDALAND JOURNEY: bullet points

27 GARDALAND JOURNEY: KEY FACTS: BEFORE

28 GARDALAND JOURNEY: KEY FACTS: AFTER

29 GARDALAND JOURNEY:

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36 AND NOW... EXPAND YOUR NETWORK Thank you! Danilo Santi, Gardaland 24 th September 2018 CONTINUE YOUR JOURNEY ON IAAPA.ORG,