AttractionPros Podcast

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What’s your guest experience strategy?  You probably have a marketing strategy, recruitment strategy, and sales strategy, but what about intentionally turning first-time visitors into loyal advocates?  Liebman Leisure Group helps attractions do exactly that.  From creating a culture of “wow” moments to empowering staff to recover from service failures, great experiences don’t happen by accident.

To schedule a consultation call, visit www.liebmanleisure.com/attractionpros.  Don’t leave your guest experience to chance.  You should be known for creating memorable experiences… on purpose.

David Contreras is the COO of Pistil Consortia. A technical architect by trade, he has practiced architecture since 2006 and is licensed in multiple states and countries, with experience spanning healthcare, hospitality, restaurants, and commercial work. Pistil launched during the height of the pandemic with his wife as majority owner, then grew quickly by earning trust as a startup and specializing in spaces built for fun, leisure, and performance. In this interview, David talks about architecture for entertainment, balancing fantasy and reality, and developing leaders.

Architecture for entertainment
“It’s like you’re designing fun.”

David explains that entertainment design starts with psychology and first impressions, not just drawings. He describes how teams must consider the guest journey from arrival to check-in to how families decide what to do next, while also accounting for safety, accessibility, and operational logistics. He also shares how his healthcare background shaped his approach, since both worlds require precision around equipment, clearances, and flow, but entertainment adds the challenge of building anticipation through what guests see, hear, and feel.

Balancing fantasy and reality
“You do want it to be the best space that you can possibly create, but you also have the real parameters of budget constraints and money is finite.”

David breaks down how “whimsy and wonder” must fit inside real constraints like budget, ceiling height, existing structure, sprinkler lines, ductwork, and the ROI math of square footage. He describes designing with a “kit of parts” mindset, weighing attraction footprints, safety clearances, party room revenue versus dead zones, and food offerings that won’t trigger expensive kitchen requirements. The goal is to place dollars where they have the biggest impact on the experience, especially the arrival moment and the areas guests see most.

Developing leaders
“The more that I develop leaders, I feel like the better off we are as a group, as a company.”

David shares how his leadership approach evolved from highly hands-on mentoring to more delegation as the firm grew. He wants emerging architects to learn by doing, make mistakes, and build decision-making tools they can own. He also frames leadership as guiding clients through an uncertain process, building confidence, and shepherding stakeholders through complex choices that affect operations, cost, and the long-term success of the venue.

 

To learn more about the company, David recommends visiting the Pistil Consortia website, connecting on LinkedIn, or emailing him directly at [email protected].

This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:

 

Scheduling and correspondence by Kristen Karaliunas

 

To connect with AttractionPros:

AttractionPros.com

[email protected]

AttractionPros on Facebook

AttractionPros on LinkedIn

AttractionPros on Instagram

AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.

 

Leading a team can feel like a roller coaster. From big climbs and sudden drops, there are moments where you wonder why you got on the ride in the first place. Matt Heller, Founder of Performance Optimist Consulting helps leaders and teams stay focused and performing at their best. Through engaging keynotes, hands-on workshops, and practical coaching, we turn fear into confidence and discomfort into momentum. This means fewer breakdowns and more breakthroughs. If your organization is ready to start building real forward motion, it’s time to take action and make better performance and growth your main attraction. Visit performanceoptimist.com/attractionpros for an exclusive offer!

Mark Rosenzweig is the Principal and Chief Business Officer of 3dxScenic. After getting his start in park operations and park services at Michigan’s Adventure, Mark moved into sales and marketing roles at Zamperla and Ride Entertainment, including leading the SkyCoaster division. In 2020, he joined 3dxScenic in the Cincinnati area, and in December 2023 he became co-owner alongside longtime team member Matt Waldenmeyer. Today, 3dxScenic designs and fabricates themed environments, signage, facades, parade floats, and iconic photo-op pieces for parks and attractions. In this interview, Mark talks about integrity, transparency, and collaboration, stirring imagination, and being an operations nerd.

Integrity, transparency, and collaboration
“We have three pillars that we believe 150% in. Those are collaboration, integrity, and transparency.”

Mark frames these as more than values on a wall. They shape how 3dxScenic sells, scopes, schedules, and delivers work. He explains that integrity and transparency mean being upfront about what’s possible, what will be subcontracted, and what the realistic timeline and bandwidth look like, with a focus on avoiding surprises. Collaboration is the lever that makes the work better, whether it’s aligning early on how a piece will live in the environment, or leaning on operators and mid-level leaders who will ultimately execute the day-to-day.

He also emphasizes these pillars internally. From how ownership communicates with team members to how departments coordinate workflow, he sees consistency between culture and output as a requirement for sustainable growth and repeat partnerships.

Stirring imagination
“It’s not always easy to sell abstract decor to someone that, say, is in finance.”

Mark describes scenic work as an abstract product that often requires helping clients visualize ROI differently. A sculpture may not directly sell tickets, but it can become an iconic, repeatable photo moment that drives sharing, tradition, and brand memory. He points to examples like oversized entry pieces and themed elements that communicate what a park experience feels like before a guest ever rides anything.

He also walks through how ideas become reality, using projects like Holiday World’s Good Gravy as a case study in creative back-and-forth, story building, and delivering pieces that can even turn into merchandise. For Mark, the win is when theming supports the story, creates emotional connection, and provides both guest delight and practical marketing value.

Being an operations nerd
“I’m an operations nerd at heart.”

Mark’s early-career curiosity shows up in how he talks about labor, workflow, and execution. He credits his time in park services, ride ops, and other frontline roles with giving him empathy for how systems actually run, and why it matters to learn by doing. That mindset carries into fabrication, where one late step can cascade into multiple downstream delays.

The “ops nerd” lens also shows up in the company’s recent move into a new 30,000 square foot facility. Mark shares how they let departments help dictate the shop layout, aiming for smoother phase-to-phase movement, fewer bottlenecks, and better long-term scalability as they take on larger and more complex projects.

 

To learn more about 3dxScenic, visit 3dxscenic.com and find them on Facebook, Instagram, and LinkedIn. You can reach Mark directly at [email protected].

 

This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:

 

Scheduling and correspondence by Kristen Karaliunas

 

To connect with AttractionPros:

AttractionPros.com

[email protected]

AttractionPros on Facebook

AttractionPros on LinkedIn

AttractionPros on Instagram

AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.

 

Leading a team can feel like a roller coaster. From big climbs and sudden drops, there are moments where you wonder why you got on the ride in the first place. Matt Heller, Founder of Performance Optimist Consulting helps leaders and teams stay focused and performing at their best. Through engaging keynotes, hands-on workshops, and practical coaching, we turn fear into confidence and discomfort into momentum. This means fewer breakdowns and more breakthroughs. If your organization is ready to start building real forward motion, it’s time to take action and make better performance and growth your main attraction. Visit performanceoptimist.com/attractionpros for an exclusive offer!

Speaking at conferences can feel intimidating, especially when you are trying to balance confidence, content, and stage presence all at once. To ease the nerves, it’s helpful to break it down into practical habits that make presenting feel more natural and more effective, from how you build your material to how you connect with the room in real time. In this episode, Matt and Josh talk about professional and public speaking tips for conferences and presentations.

Start with the story, not the slides
“Build your presentation in your head before you build your slide deck.”

Josh explains that the clearest presentations start as a full talk you can deliver without visuals. When you lead with the message first, the slides become supporting cues instead of a script. That approach helps you avoid “death by PowerPoint” and keeps you in control of pacing, transitions, and energy.

Edit for focus and learning goals
“It’s editing in your mind that really needs to be in that presentation.”

Matt emphasizes that a great presentation is often a smaller, sharper version of your first draft. Whether it is cutting extra content, trimming stories, or removing activities that do not connect back to the point, editing keeps the session aligned to what the audience is there to learn. They also highlight how conference submission learning goals can force useful clarity.

Prepare and rehearse without sounding robotic
“Prepare, prepare, rehearse, rehearse, but don't memorize.”

Matt shares a rehearsal process that builds comfort through repetition while still leaving room to adapt in the moment. Josh adds that this flexibility improves the dynamic with the audience because you are not thrown off by a question or an unexpected turn.

Make it a conversation with the room
“I want this to be an interchange. I want this to be a conversation.”

Both hosts push back on the idea of “giving a talk” as a one-way download of information. Josh advocates getting the audience talking early and often, which creates rhythm, raises energy, and removes the invisible barrier between stage and seats. Matt adds that it sets expectations that attendees will participate, not just sit back and watch.

Use nerves as fuel and build confidence over time
“Use your nervousness to your advantage.”

Matt frames nervousness as energy you can harness, not a sign you are unqualified. One tactic he uses is talking to attendees as they enter so the session feels like it has already started. Josh reinforces that reps create confidence, and confidence becomes contagious once you step up to present.

Create memorable a-ha moments and stay authentic
“Stack as many a-ha moments as possible.”

Josh explains how “spiky” anchor statements, supported by research and relatable examples, can spark light bulb moments that stick after the session ends. Matt adds that your style does not have to be high energy to be powerful. The goal is authenticity, whether you are animated or quiet and steady, and using humor only when it fits who you are.

Keep it simple, plan for hiccups, and stay steady
“Keep it simple and also have a backup plan.”

Matt warns against overcomplicated decks and tech-heavy presentations that can fail in unfamiliar setups. Josh agrees and adds that problems will happen, from clickers to microphones, and the best move is to stay calm, adapt, and keep the room with you.

 

What are the best speaking lessons that have helped you feel more confident on stage? Keep the conversation going by sharing on social media or reaching out directly.

This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:

 

Scheduling and correspondence by Kristen Karaliunas

 

To connect with AttractionPros:

AttractionPros.com

[email protected]

AttractionPros on Facebook

AttractionPros on LinkedIn

AttractionPros on Instagram

AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.

 

Leading a team can feel like a roller coaster—big climbs, sudden drops, and moments where you wonder why you got on the ride in the first place. Matt Heller, founder of Performance Optimist Consulting helps leaders and teams stay focused and performing at their best. Through engaging keynotes, hands-on workshops, and practical coaching, we turn fear into confidence and discomfort into momentum. This means fewer breakdowns and more breakthroughs. If your organization is ready to start building real forward motion, it’s time to take action and make better performance and growth your main attraction. Visit performanceoptimist.com/attractionpros for an exclusive offer!

Melissa Lockwood is the General Manager of Baha Bay at Baha Mar Resort. Growing up in central Missouri, she got her start as a teenage lifeguard and worked her way into municipal parks and recreation leadership before taking a leap into international water park operations. That decision led her to open and operate major projects abroad, including seven years on Yas Island in Abu Dhabi, and then a move to Nassau in 2019 to help open Baha Bay, the 15-acre resort water park on the same property as Baha Mar’s Rosewood, Grand Hyatt, and SLS hotels. In this interview, Melissa talks about boots on the ground, being comfortable being uncomfortable, and operating a luxury waterpark.

Boots on the ground
“Be boots on the ground management by walking around, and just being able to interact with our guests as well.”

Melissa’s leadership style is rooted in showing up where the work is happening, especially during peak periods. During the holiday rush, her routine centers on briefings, checking in with teams, and spending most of the day circulating throughout the park and resort pools. That presence is not performative. She wants team members to know she’s there to support them, and she wants to hear guest feedback directly, in real time, so improvements can be made faster.

That mindset connects to her earliest days in the industry, when she did everything in a municipal setting, from cleaning restrooms to selling concessions. Those experiences shaped a servant leadership approach where she avoids asking anyone to do something she is not willing to do herself. For Melissa, morale and operational consistency are built in the trenches, side by side with the team.

Being comfortable being uncomfortable
“Sometimes, you've got to be comfortable being uncomfortable.”

Melissa describes her career as a series of intentional stretches. Moving abroad “sight unseen,” navigating language barriers, and leading teams with wide-ranging backgrounds all required patience, humility, and a willingness to learn in public. Her takeaway is that discomfort is not a warning sign, it’s often a growth signal, especially for emerging leaders who are encountering challenges like upset guests, unfamiliar policies, or communication gaps for the first time.

She coaches her team to keep perspective when situations feel hard. Her reminder is simple: it is temporary, and the comfort zone expands through repetition. She reframes growth as progress toward proficiency, not perfection. Over time, those once-intimidating moments become more natural, and she loves seeing team members make that shift and then turn around and train the next wave.

Operating a luxury waterpark
“We are a 15-acre luxury water park, which is a little bit of a tricky thing to piece together.”

Baha Bay is both a resort amenity and a destination that sells day passes, which creates a unique operational balance. Melissa explains that “luxury” is not just a label, it’s reflected in design details like landscaping, finishings, and elevated cabanas that feel like permanent structures rather than temporary setups. The goal is alignment with Baha Mar’s broader brand promise as a high-end resort experience.

Luxury also shows up in service expectations and consistency. Whether guests arrive from Rosewood, Grand Hyatt, SLS, a cruise ship, or an Airbnb, Melissa emphasizes that everyone deserves the same high-level experience. Her team uses shared core values across resort services to meet those expectations, and she reinforces the standard from onboarding forward. The challenge, as she puts it, is sustaining that grand-opening energy year after year, which she tackles through daily briefings, ongoing training, and recognition programs like the park’s Elevation Awards.

Melissa invites listeners to connect with her on LinkedIn. To learn more about the water park and resort, visit bahabay.com and bahamar.com.

 

This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:

 

Scheduling and correspondence by Kristen Karaliunas

 

To connect with AttractionPros:

AttractionPros.com

[email protected]

AttractionPros on Facebook

AttractionPros on LinkedIn

AttractionPros on Instagram

AttractionPros on Twitter (X)

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.

Leading a team can feel like a roller coaster—big climbs, sudden drops, and moments where you wonder why you got on the ride in the first place. Matt Heller, founder of Performance Optimist Consulting helps leaders and teams stay focused and performing at their best. Through engaging keynotes, hands-on workshops, and practical coaching, we turn fear into confidence and discomfort into momentum. This means fewer breakdowns and more breakthroughs. If your organization is ready to start building real forward motion, it’s time to take action and make better performance and growth your main attraction. Visit performanceoptimist.com/attractionpros for an exclusive offer!

Mike Denninger is the Founder of Denninger Development. With more than three decades in the attractions industry, Mike’s career spans frontline operations, engineering, executive leadership, and global attraction development. He began at Cypress Gardens, rose through design and engineering roles at Busch Gardens and SeaWorld Parks and Entertainment, and ultimately led large-scale capital and attraction development initiatives across multiple parks worldwide. Today, his consulting work supports owners, operators, and suppliers navigating complex projects. In this interview, Mike talks about attraction development, leadership as an introvert, and project management.

Attraction development
“Attraction development: it’s the stuff that dreams are made of.”

Mike frames attraction development as both a privilege and a responsibility. While the work is creative and inspiring, he emphasizes that it is still demanding, deadline-driven, and rooted in financial realities. From early concept and blue-sky ideation to design, fabrication, construction, and opening day, every attraction follows a disciplined process. He explains that even the most imaginative ideas must operate within scope, schedule, and budget, and that success often comes from making smart trade-offs without losing the heart of the experience.

Drawing from decades of experience, Mike highlights that attraction development is rarely glamorous behind the scenes. Projects face technical challenges, shifting priorities, and intense pressure to meet fixed opening dates. Yet it is often within these constraints that the most innovative solutions emerge. For Mike, the balance of creativity, rigor, and perseverance defines what makes attraction development both challenging and deeply rewarding.

Leadership as an introvert
“Generally speaking, I’m an introvert.”

Mike openly shares that he leads as an introvert, challenging the assumption that leadership requires constant visibility or dominating conversations. He explains that listening is a critical leadership skill, particularly at the executive level, and that speaking thoughtfully and intentionally often carries more weight than filling silence. His leadership philosophy centers on respect, treating people the way you would want to be treated, and creating space for others to contribute.

He also offers reassurance to introverted professionals who may question whether leadership is for them. Mike stresses that organizations need all personality types and that effective leadership does not require seeking the spotlight. By focusing on what you know, speaking up when it truly matters, and trusting your perspective, introverted leaders can provide clarity, stability, and thoughtful decision-making in complex environments.

Project management
“A small project or big project, a project’s a project.”

Mike describes project management as the connective tissue of attraction development. Regardless of size, every project demands structure, coordination, and accountability. He outlines a consistent development framework that applies to rides, retail, food and beverage, and infrastructure, noting that smaller projects can sometimes require more effort per dollar than major attractions. What matters most is disciplined execution and attention to detail.

He also emphasizes the human side of project management. Successful projects depend on aligning diverse stakeholders, managing competing priorities, and making tough decisions when scope, schedule, and budget collide. For Mike, strong project management blends technical expertise with leadership, communication, and the ability to guide teams through uncertainty while keeping the end goal in sight.

 

Mike shared how to stay connected. He can be found on LinkedIn, and more information about his work is available at www.denningerdevelopment.com. He also welcomes direct outreach via email at [email protected].

This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:

 

Scheduling and correspondence by Kristen Karaliunas

 

To connect with AttractionPros:

AttractionPros.com

[email protected]

AttractionPros on Facebook

AttractionPros on LinkedIn

AttractionPros on Instagram

AttractionPros on Twitter (X)