Welcome to this episode of Live with Sondra, where we uncover how artificial intelligence is quietly transforming guest experiences in attractions. Joining us are Takashi Nakaguchi, Co-Founder & CEO of Nutmeg, and Antonio Giordano, Business Development Lead at Nutmeg, two innovators redefining how technology enhances every step of the guest journey.

In this session, Takashi Nakaguchi and Antonio Giordano team up with Sondra to explore:

• AI-Powered Guest Journeys: How Nutmeg uses conversational AI and digital mapping to create personalized, seamless experiences for visitors.
• Custom Narrative Paths: From museums to zoos, how AI builds tailored itineraries based on guest interests and time constraints.
• Geo-Fenced Marketing & Upsells: Leveraging real-time engagement to boost memberships and revenue at peak moments.
• Accessibility & Instant Translation: Breaking language barriers and improving inclusivity for global guests.
• Balancing Tech with Human Touch: Why AI should enhance—not replace—the warmth and passion of live guides and curators.

Tune in for an exciting discussion on personalization, innovation, and the future of guest engagement in attractions!

Connect with Takashi Nakaguchi on LinkedIn: https://www.linkedin.com/in/takashi-nakaguchi/

Connect with Antonio Giordano on LinkedIn: https://www.linkedin.com/in/afgio/

Connect with Sondra Shannon to learn more about Gatemaster’s role in enhancing guest experiences: 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/

💡 Your all-access pass to actionable insights from Live with Sondra is right here.

Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! 👉 https://linktr.ee/livewithsondra

Welcome to this episode of Live with Sondra, where we head north to unpack how Canadian operators balance smart pricing, people-first leadership, and sustainable park profit. Our guest is Bob Williams, General Manager of Calaway Park—a three-decade industry leader known for operational excellence, service culture, and community impact.

Join us for an informative episode of Live with Sondra. In this session, Bob Williams and Sondra will dive into:

• Value-Driven Pricing & Access: Why free parking, flexible food policies, and transparent online pricing build trust—and how to avoid pricing becoming a barrier for families.
• E‑commerce that Reduces Cost: Moving passes and ticketing fully digital to lower overhead and meet guests where they are—anytime, on mobile.
• Culture Over Strategy: How consistent communication, coaching, and clear standards create long-tenured teams and exceptional service.
• People-Powered Operations: Daily briefs, mid-season training, and “grow-from-within” leadership pathways that keep staffing strong.
• Tourism Momentum & Sentiment: Why cross-border visitor sentiment matters, and how thriving tourism fuels investment and GDP.

Tune in for an exciting session on pricing strategy, service culture, and park profitability!

Connect with Bob Williams: [email protected]

Connect with Sondra Shannon to learn more about Gatemaster’s role in optimizing pricing strategy and guest experience: 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/

💡 Your all-access pass to actionable insights from Live with Sondra is right here.

Click this link to view recap blogs, catch up on previous live shows, be our guest, and more!

👉 https://linktr.ee/livewithsondra

Welcome to this episode of Live with Sondra, where we dive into the world of multi-unit operations and strategic leadership in the attractions industry. Joining us is Bron Launsby, CEO of Action Park Group, a visionary leader driving growth and innovation across multiple parks.

In this session, Bron Launsby and Sondra will explore:

• Multi-Unit Strategy & Scalability: How Bron manages operational consistency and profitability across multiple parks while adapting to regional market dynamics.
• Pricing Models & Guest Value: Balancing affordability with rising costs and why transparent pricing builds trust and loyalty.
• Leadership & Culture: Why empowered teams and strong service culture outperform strategy alone—and how to create environments where people thrive.
• Technology & E-Commerce: Leveraging digital tools for ticketing, memberships, and guest engagement to meet evolving consumer expectations.
• Future Trends in Attractions: Insights on experiential economy, personalization, and why human connection remains the cornerstone of guest satisfaction.

Tune in for an actionable conversation on growth strategy, leadership excellence, and operational innovation!

Connect with Bron Launsby on LinkedIn: https://www.linkedin.com/in/bron-launsby-fec/ Connect with Sondra Shannon to learn more about Gatemaster’s role in optimizing multi-unit operations and guest experience: 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/

💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! 👉 https://linktr.ee/livewithsondra

🎙️ Podcast Title: Secure Automation: Stop Losing $25M+ to Risk Gaps

Welcome to this episode of "Live with Sondra" where we dive into the critical intersection of automation, cybersecurity, and operational growth with Shannon Noonan, CEO and Founder of High Noon Consulting. With over 18 years of experience in IT compliance and security strategy, Shannon helps organizations protect revenue, streamline operations, and build resilient systems that scale safely.

In this session, Shannon Noonan and Sondra dive into:

• Cybersecurity for Attractions: Why parks, FECs, and entertainment venues are increasingly targeted—and how to prepare.
• Automation Without Risk: How to scale operations securely without exposing guest data or financial systems.
• Multifactor Authentication: The simplest, most effective security measure you can implement today.
• PCI Compliance & Payment Security: What operators need to know about credit card fraud, data encryption, and access controls.
• AI & ChatGPT Risks: How untrained use of AI tools can leak sensitive data—and what to do about it.
• Data Access & Internal Controls: Why restricting access to guest and child data is essential for compliance and trust.
• Reframing Compliance as Growth: How security and IT strategy can drive contracts, revenue, and competitive advantage.
• Real-World Breach Case Studies: What attractions can learn from recent global incidents and how to avoid them.
• Training & Empowerment: Why most mistakes come from lack of information—not bad intentions—and how to fix that.
• Secure Mobile Ticketing & Contactless Payments: Blind spots in modern payment systems and how to close them.

Tune in for a high-impact conversation that will help you protect your business, your guests, and your bottom line—before it’s too late.

Connect with Shannon Noonan on LinkedIn: https://www.linkedin.com/in/shannonknoonan/

Connect with Sondra Shannon to learn more about Gatemaster’s role in securing guest data and automating 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/

💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

Podcast Title: Tech Meets Nostalgia: Building Future Parks

Welcome to this episode of "Live with Sondra" where we explore the art and strategy behind designing theme parks that blend cutting-edge innovation with timeless emotional storytelling. Joining us is Markus Mack-Even, Founder and CEO of Mack Management Entertainment, whose global portfolio includes Universal Studios Singapore, IMG Worlds of Adventure in Dubai, and Chimelong Group in China. With over 250 years of family legacy in the attractions industry, Markus brings a rare perspective on building parks that honor the past while embracing the future.

In this session, Markus Mack-Even and Sondra dive into:

• Designing Across Cultures & Continents: How Markus adapts creative and operational strategies for parks in Asia, the Middle East, and beyond.
• Boutique vs Mega Parks: The differences in scale, team dynamics, and hands-on leadership between small and large attractions.
• Balancing Innovation with Nostalgia: Why preserving classic elements like carousels and animatronics is key to multigenerational guest loyalty.
• Technology’s Role in Guest Experience: How AI, data, and infrastructure are transforming safety, personalization, and operational efficiency.
• The Human Touch in Maintenance & Safety: Why skilled technicians remain irreplaceable despite advances in automation and AI.
• Strategic Expansion vs Ground-Up Builds: Insights into the challenges and advantages of extending existing parks versus launching new ones.
• Brand Longevity & IP Selection: Lessons from working with Marvel, Cartoon Network, and emerging IPs in global markets.
• Family Legacy & Leadership: How Markus’s upbringing in a 250-year-old roller coaster manufacturing family shaped his approach to business and creativity.
• Guest-Centric Design Philosophy: Why emotional connection, storytelling, and return visits are the true drivers of success.
• Team Loyalty & Project Execution: The importance of handpicked teams and trust in navigating complex builds and unexpected challenges.

Tune in for a masterclass in theme park development, where legacy meets innovation and every ride tells a story.

Connect with Markus Mack-Even on LinkedIn: https://www.linkedin.com/in/mackeven/

Connect with Sondra Shannon to learn more about Gatemaster’s role in fostering guest-centric innovation and operational excellence: 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/

💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

🎙️ Podcast Title: Data-Driven Culture: Engaging Modern Audiences

Welcome to this episode of "Live with Sondra" where we explore how attractions and cultural institutions can harness data to personalize guest experiences, boost attendance, and build long-term loyalty. Joining us is Chloé Grossmann, Area Manager at Arena Metrics, who works with organizations across 15 countries to implement CRM and digital marketing strategies that turn data into action.

In this session, Chloé Grossmann and Sondra dive into:

• Understanding Data Touchpoints: How ticketing, purchases, feedback, and engagement leave behind valuable insights.
• Types of Data That Matter: The difference between contact, transactional, and behavioral data—and how to use each.
• Creating a 360° View of Your Audience: Why combining data sources leads to smarter segmentation and stronger relationships.
• Personalizing the Customer Journey: How to tailor communication before, during, and after the visit to boost satisfaction and repeat visits.
• Avoiding Common Pitfalls: Why collecting data without strategy leads to wasted effort—and how to fix it.
• From Silos to Synergy: How Arena Metrics helps unify marketing, donation, and communication teams around shared data.
• The Platinum Rule of Guest Experience: Why treating people how they want to be treated is the key to relevance and retention.
• Smart Segmentation in Action: How birthday campaigns and family-focused offers drive engagement and loyalty.
• Optimizing Communication Channels: Why knowing whether your audience prefers email or SMS makes all the difference.
• Data Activation for Revenue Growth: How to turn insights into offers, timing strategies, and upsells that convert.

Tune in for a data-rich conversation that will help you rethink how you connect with your audience—and why personalization is the future of guest experience.

Connect with Chloé Grossmann on LinkedIn: https://www.linkedin.com/in/chlo%C3%A9-grossmann-2a099b208/

Connect with Sondra Shannon to learn more about Gatemaster’s role in fostering data-driven guest engagement and loyalty: 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/

💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

🎙️ Podcast Title: Strategic Resilience: Leading Attractions Through Change & AI

Welcome to this episode of "Live with Sondra" where we explore how strategic leadership, resilience, and customization can empower attractions to thrive in a rapidly evolving landscape. Joining us is Steve Gavatorta, Coach, Author, and President of the Steve Gavatorta Group, who brings over 20 years of experience helping organizations navigate change, build high-performing teams, and align their vision with execution.

In this session, Steve Gavatorta and Sondra dive into:

• Strategic Planning & Resilience: Why customized leadership strategies are essential for navigating change in the attractions industry.
• Vision, Mission & Values Alignment: How to ensure every department—from HR to IT—feels connected to the company’s strategic goals.
• Reinforcement for Long-Term Impact: Why training and strategic messaging must be repeated and reinforced to avoid disengagement and silos.
• Cross-Departmental Buy-In: How to break down silos and foster collaboration across operations, finance, and guest services.
• Customization in Training & Coaching: How Steve tailors leadership and sales programs to fit the unique needs of each organization.
• Emotional Intelligence in Leadership: Insights from Victor Frankl’s quote on conscious choice and how it applies to leading through adversity.
• Harley-Davidson Case Study: What attractions can learn from Harley’s lifestyle branding and strategic differentiation.
• Execution vs. Strategy: Why many businesses fail not in planning, but in applying and reinforcing their strategic vision.
• Reducing Turnover & Disengagement: How clarity and alignment can improve morale, retention, and performance.
• AI & Technology Integration: How emerging tools can support—but not replace—the human touch in leadership and training.

Tune in for a powerful conversation on how to lead with clarity, resilience, and purpose—especially in times of change.

Connect with Steve Gavatorta on LinkedIn: https://www.linkedin.com/in/gavatorta/

Connect with Sondra Shannon to learn more about Gatemaster’s role in fostering strategic alignment and operational excellence: 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/

💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

🎙️ Podcast Title: The Future of Refund Protection in Theme Parks & Attractions

Welcome to this episode of "Live with Sondra" where we explore how refund protection is reshaping guest experience, revenue strategy, and customer loyalty in the attractions industry with Morgan Abney, Partner Manager at Protect Group. As ticket prices rise and guest expectations evolve, Morgan shares how flexible refund solutions are becoming essential tools for operators to build trust and drive ancillary revenue.

In this session, Morgan Abney and Sondra dive into:

• Redefining Refunds as a Service: How Protect Group brings empathy and flexibility to the refund process—without the limitations of traditional insurance.
• Enhancing Guest Experience Through Protection: Why offering refund protection gives guests peace of mind and increases advance ticket purchases.
• Chargeback Prevention & Financial Stability: How refund protection helps attractions reduce disputes and maintain revenue integrity.
• Dynamic Pricing Meets Flexible Protection: Why refund options are critical in a world of fluctuating ticket prices and limited inventory.
• Building Loyalty Through Compassion: Real customer stories that show how refund protection fosters long-term brand trust.
• Simple Integration & Profit Sharing: How attractions can easily add refund protection to their purchase path and benefit from added revenue.
• Technology with a Human Touch: How automation and empathy work together to deliver fast, personalized service.
• Post-Event Flexibility: Why Protect Group allows guests to apply for refunds even weeks after a missed event.
• The Role of Refund Protection in Inclusive Access: How payment plans and protection options open doors for more families to enjoy attractions.
• Looking Ahead: Trends in Guest-Centric Innovation: What’s next in customer service, technology, and revenue strategy for theme parks and venues.

Tune in for a timely conversation on how refund protection is becoming a must-have feature for modern attractions—and why showing guests some love means protecting their investment.

Connect with Morgan Abney on LinkedIn: https://www.linkedin.com/in/morgan-abney-b02271169/

Connect with Sondra Shannon to learn more about Gatemaster’s role in enhancing guest experience through flexible ticketing and refund protection: 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/

💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

🎙️ Podcast Title: Power Up Your Success with Collaborative Strategies

Welcome to this episode of "Live with Sondra" where we explore how collaboration can unlock growth, innovation, and team alignment with Deana Jean, Founder of Collab Queen and Strategic Collaboration Expert. Deana helps organizations and entrepreneurs embrace collaboration to tackle hard things—from scaling businesses to navigating change and building high-performing teams.

In this session, Deana Jean and Sondra dive into:

• Collaboration as a Growth Strategy: Why businesses that embrace collaboration go further, faster—and how to start.
• Unlocking Genius Zones: How to identify and activate the unique strengths of your team members for better outcomes.
• Delegation and Leadership: Why letting go of control and trusting others is key to scaling your business.
• Frameworks for Team Success: How Deana’s Goals, Gifts, and Gaps model helps teams align and thrive.
• Collaboration in Sales and Client Relationships: How working with clients—not just for them—builds loyalty and long-term success.
• Managing Diverse Communication Styles: Why understanding personality types and motivators improves team dynamics and productivity.
• Breaking the ‘Up or Out’ Mentality: How mastery-based career paths can retain talent and boost morale.
• Collaboration in Attractions and Hospitality: How guest experiences are shaped by internal collaboration and team alignment.
• The Collab Quiz and Team Roles: How identifying your collaboration style helps you lead and contribute more effectively.
• Personal Evolution and Business Impact: Why embracing change and collaboration is essential for long-term success.

Tune in for a powerful conversation on how to build collaborative cultures that drive results, deepen relationships, and elevate every member of your team.

Connect with Deana Jean on LinkedIn: https://www.linkedin.com/in/deana-jean-3675966/

Connect with Sondra Shannon to learn more about Gatemaster’s role in fostering team alignment and guest-focused collaboration: 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/

💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

🎙️ Podcast Title: F&B as Destination: Driving Attraction Success

Welcome to this episode of "Live with Sondra" where we explore how food and beverage can become a powerful driver of guest engagement, revenue, and brand identity with Ken Whiting, CEO of Whiting Foods and former Chair of the Board at IAAPA. With over 40 years of experience in the attractions industry and a legacy rooted in family business, Ken has helped shape the way parks and venues think about food—not just as a service, but as an experience.

In this session, Ken Whiting and Sondra dive into:

• Food as a Core Guest Experience: Why food is no longer just fuel—it’s a memory-maker, a tradition, and a reason to return.
• Signature Menu Items & Loyalty: How attractions like Disney use iconic treats like Dole Whip and churros to build emotional connections and repeat visits.
• Innovative Food Strategies for All Sizes: From trampoline parks to destination theme parks, how to tailor your F&B approach to your audience and footprint.
• Food Festivals & Seasonal Promotions: How limited-time offerings and regional specialties can drive attendance, extend stays, and boost revenue.
• Teen Workforce Development: Insights from Ken’s book Waves for Teenage Workforce Success and how to empower young staff through culture and training.
• Industry Evolution & Guest Expectations: How the shift from fast food service to quality dining is reshaping the attraction landscape.
• Operational Excellence in F&B: Tips on managing back-of-house systems, mobile ordering, and creating “wow” moments with every bite.
• Family Business Legacy & Leadership: Ken’s journey from peeling bananas at age 10 to leading one of the most iconic boardwalks in the country.

Tune in for a flavorful and insightful conversation on how food and beverage can elevate your attraction from a visit to a destination.

Connect with Ken Whiting on LinkedIn: https://www.linkedin.com/in/kenwhiting/

Connect with Sondra Shannon to learn more about Gatemaster’s role in optimizing food and beverage operations and guest engagement: 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/

💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra