IAAPA
Institute for Attractions Managers
ATTRACTIONS PARCS:
Operations & Entertainment
Operations
and Safety
Revenue
Operations
Marketing
Finance
Leadership
Operations and entertainment
 Attraction park and operation overview
 Operation organisation
 The key success factors
2
Operation and entertainment
 Attraction park and operation overview
 Operation organisation
 The key success factors
3
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.
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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
Tivoli - Copenhagen
Europa Park
Disneyland Paris
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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
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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
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An overall fun experience
They want to feel immersed and live
a “4 D experience”
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What is an attraction?
An attraction is a ride surrounded by a decor,
a story, a theme…
Ride
Attraction
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Types of ride / attraction
‘Drop’ ride
Roller coaster
Flume ride
‘Themed walk’
Parc Astérix
Walibi
Port Aventura
‘Guest controlled rides’
Nigloland
Disneyland Paris
Dark rides
Disneyland Paris
Rotating ride
Liseberg
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The history of Rides / attractions
Roller coasters
Big wheel
Merry-go-round
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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
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Entertainment core product
Visible bands
Interactive band
Permanent shows
Characthers meet and greet
Atmosphere show
Regular daily parades
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Entertainment seasonal product / events
Day time
Halloween
Night time Halloween
Christmas
Spring season
Summer season
Winter celebrations
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Rides + entertainment = higher satisfaction
Shows , character meet and greet , parades , musical entertainment is a
garantied increase of overall visitors satisfaction and increase of attendance
Attendance increase after
introduction of entertainment and
Shows
Satisfaction rating Park 1
Satisfaction rating park 2
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An overall fun experience
Restau-tainment and the food and beverage experience
Merchandise and souvenirs
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 Attraction park and operation overview
 Operation organisation
 Safety from design to operation
 What to remember
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Operations
Identify all divisions and departments that
you can think of in a typical themed /
attraction park
 Participation from all to answer the question
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Main divisions of an attraction park
Access road &
parking
Ticketing
First Aid
HR
IT
Purchasing
Safety
Labor management
Legal
Attractions
Environnement
SUPPORT
Information
Guest Relation office
Security
Emergency response
Animal care
OPERATIONS
Quality
(transport, restroom)
Landscaping
New development
General Operations
Marketing
Risk Management
Communication
Live show, parade,
Street entertainment
Cleaning
Sales
Finance
Food & Beverage
Maintenance
Engineering
Resort Hotels
Visitor flow
control
Merchandise
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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
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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
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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
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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.
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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.
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2. Quality of product & service
Experience
Offer
Expected
quality
Designed
quality
Guest
satisfaction
rating
Product
conformity
rating
Perceived
quality
Delivered
quality
VISITOR
PARK
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3. A recognized theme & brand
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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.
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5. A strategy focused on people
• Any companies in the hospitality industry relies on their employees
for their success .
“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
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IAAPA
Institute for Attractions Managers
ALL THE BEST…
AND THANK YOU
Operations
and Safety
Revenue
Operations
Marketing
Finance
Leadership