1. Institute for Attractions Managers IAAPA Operations and Safety MarketingLeadershipFinance Revenue Operations ATTRACTIONS PARCS: Operations & Entertainment

2. 2  Attraction park and operation overview  Operation organisation  The key success factors 2 Operations and entertainment

3. 3  Attraction park and operation overview  Operation organisation  The key success factors 3 Operation and entertainment

4. 4 Definitions Funfair carnival: travelling show composed of rides, games… Pleasure gardens: outdoor park in a natural environment (trees, lakes…) that offers some gaming activities. Amusement park: a fixed location that offers some type of entertainment (zoos, water parks…) where visitors pay in token or money, for individual rides. Attraction park : amusement park that offers rides, shows and some entertainment, with a single fee to enter.  Themed park: an attraction park which is designed around a common theme. 4

5. 5 Focus on themed parks They are a fixed, “enclosed” location with a mixture of attractions and/ or entertainment ( shows, parades etc.. ) They offer a fun, family experience in a safe and secure environment. They offer an overall day experience 5 Tivoli - Copenhagen Europa ParkDisneyland Paris

6. 6 An overall fun experience Why do people come to a themed park ? What do they expect to find in a themed park ? 5 minutes workshop per table 6

7. 7 An overall fun experience Attractions Some entertainment: Shows Parades, Musical atmosphere, Characters, streetmosphere Food and Beverage experience Merchandise products and souvenirs An overall atmosphere and ambiance : décor, costumes Green environment: flowers, trees, water features Story telling Quality Service 7

8. 8 An overall fun experience They want to feel immersed and live a “4 D experience” 8

9. 9 What is an attraction? An attraction is a ride surrounded by a decor, a story, a theme… 9 RideAttraction

10. 10 Types of ride / attraction 10 Roller coaster Flume ride Rotating ride Walibi Parc Astérix ‘Drop’ ride Port Aventura ‘Guest controlled rides’ Nigloland ‘Themed walk’ Liseberg Disneyland Paris Dark rides Disneyland Paris

11. 11 The history of Rides / attractions 11 Roller coasters Big wheel Merry-go-round

12. 12 Type of Entertainment 2 main entertainment strategy and tactic, which can be a vital added value to any park Core product : parades, stage shows, atmosphere events, characters meet and greet, musicians and interactive bands Seasonnal events : Halloween, Christmas, Summer 12

13. 13 Entertainment core product 13 Interactive band Visible bands Atmosphere show Regular daily parades Permanent shows Characthers meet and greet

14. 14 Entertainment seasonal product / events 14 Day time Halloween Christmas Night time Halloween Spring season Summer season Winter celebrations

15. 15 Rides + entertainment = higher satisfaction Shows, character meet and greet, parades, musical entertainment is a garantied increase of overall visitors satisfaction and increase of attendance 15 Satisfaction rating Park 1 Satisfaction rating park 2 Attendance increase after introduction of entertainment and Shows

16. 16 An overall fun experience Restau-tainment and the food and beverage experience Merchandise and souvenirs 16

17. 17  Attraction park and operation overview  Operation organisation  Safety from design to operation  What to remember 17

18. 18 Operations Identify all divisions and departments that you can think of in a typical themed / attraction park  Participation from all to answer the question 18

19. 19 Main divisions of an attraction park Purchasing HR Safety Quality Communication Finance Legal Risk Management SUPPORTOPERATIONS First Aid Access road & parking Ticketing Information Guest Relation office Attractions General Operations (transport, restroom) Live show, parade, Street entertainment Food & Beverage MerchandiseVisitor flow control Maintenance Engineering Cleaning Landscaping Animal care Security Emergency response Resort Hotels IT Environnement Marketing Sales New development Labor management

20. 20 The success in operations An organisation where everybody knows what to do and who is doing what An attraction park has to be managed in synergy: it is a team work Strong communication The heart of the success: Operations, Operations, Operations 20

21. 21 Work Group What are the 5 main success factors / strategic priorities of any attraction park ?  Preparation: 10 minutes  1 reporter per table  Restitution: 2 minutes per table 21

22. 22 Key success factors of an attraction park 1.A safe environment 2.A quality product & service 3.A recognized theme or brand 4.An efficient execution in excellence 5.A human resource and operational strategy focused on people 22

23. 23 1. A safe environment Safety is the first of any park visitor expectation. Even if the attraction industry is safer than most of other forms of entertainment (boating, cycling, motor-sport), every park should promote, enhance and have Safety as a N°1 priority. 23

24. 24 2. A safe environnement Visitors expect to have fun and not worry about Safety: They trust the operators and do not understand the risks They consider that it is the park responsibility to insure safety During an incident investigation, operator and employees responsibility is always looked first, before visitor’s behaviour is even considered. 24

25. 25 2. Quality of product & service Perceived quality Expected quality Delivered quality Designed quality Guest satisfaction rating Product conformity rating ExperienceOffer VISITORPARK 25

26. 26 3. A recognized theme & brand 26

27. 27 4. An efficient execution Operating efficiently allows companies to make the most of their resources (human, financial…). In Administration, Human Resources or Operations, all employees have to maximize the utilization and the capacity of their respective area. It is essential to use supplies and equipments wisely minimizing waste. 27

28. 28 5. A strategy focused on people Any companies in the hospitality industry relies on their employees for their success. 28 “You can design, create, and build the most wonderful place in the world. But it takes people to make the dream a reality”. Walter Elias Disney

29. Institute for Attractions Managers IAAPA Operations and Safety MarketingLeadershipFinance Revenue Operations ALL THE BEST… AND THANK YOU