🎙️ Podcast Title: Experience Excellence: Innovating Guest Interactions in Attractions

Welcome to this episode of "Live with Sondra" where we explore how to turn everyday guest interactions into unforgettable experiences with Dave Mugnaini, Attractions Industry Veteran and Guest Services Strategist. With a career spanning Universal Orlando, Walt Disney World, SeaWorld, and Hard Rock Park, Dave brings decades of insight into guest recovery, conflict resolution, and team empowerment.

In this session, Dave Mugnaini and Sondra dive into:

• Guest Recovery Strategy Fundamentals: Why every attraction needs a plan for handling everything from cold meals to power outages.
• Empowering Frontline Teams: How to equip staff with tools and training to resolve issues with confidence and compassion.
• Soft vs Hard Cost Recovery: When to offer refunds, upgrades, or surprise-and-delight moments—and how to decide.
• Cashless Challenges & Dignified Solutions: Strategies for handling declined payments with tact, especially in underserved communities.
• Conflict Resolution Techniques: How to turn frustrated guests into loyal advocates through empathy, listening, and creative problem-solving.
• Training for Service Excellence: Why onboarding, role-play, and scenario-based learning are key to building a guest-centric culture.
• Creating Wow Moments: How small gestures like expedited access or character meet-and-greets can transform a negative experience.
• Operational Mindset Shifts: Why recovery isn’t just a policy—it’s a philosophy that drives brand loyalty and repeat visits.
• Guest Experience as a Lifeline: How to recognize when guests are seeking help and respond with solutions that build trust.
• Social Media & Reputation Management: Why resolving issues quickly can turn potential detractors into powerful promoters.

Tune in for a masterclass in guest experience strategy that will help your team deliver excellence—even when things go wrong.

Connect with Dave Mugnaini on LinkedIn: https://www.linkedin.com/in/davemugnaini/

Connect with Sondra Shannon to learn more about Gatemaster’s role in fostering customer loyalty and guest-centric operations: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/

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