E - LEARN
Upcoming Webinar
The Monterey Bay Aquarium: A Case Study in Innovative Guest Experiences
May 20, 2009 at 2:00pm EDT
Speakers:
David Rosenberg - Director - Guest Experience; Monterey Bay Aquarium
Andrew Fischer - General Manager of Merchandise, SSA (SSA national General Manager of the year); Monterey Bay Aquarium
Simone Mortan - Manager of Guide / Theatrical Guest Experience Programs, in-coming president of IMTAL; Monterey Bay Aquarium
David Rosenberg is Director of Guest Experience for the Monterey Bay Aquarium. In this position, David is responsible for the daily operations including public programming, Admissions, Volunteer Docent Programs, guest experience training and development, Aquarium Adventures (paid programming), Safety and Security, and many other operational areas.
Mr. Rosenberg’s career began with Walt Disney World where he held positions in both Human Resources and Operations Management. He then spent over 11 years progressing through the ranks of Hyatt Hotels and was as an Executive for many top hotels around the country. David had a reputation in the company for driving both financial and customer satisfaction numbers to maximum levels. In January of 2007, David left the world of hospitality and took on his newly created position at the Monterey Bay Aquarium. During the last couple of years, under David’s leadership, the Guest Experience team has been re-structured and is currently receiving the highest audience research scores on record.
Mr. Rosenberg is currently an active member of the International Association of Amusement Parks and Attractions (IAAPA) where he sits on the Zoo and Aquarium Committee. He was recently a guest speaker at multiple industry conferences including the California Association of Museums. He is an active participant in the community and is a member of the Monterey County Hospitality Association and Board of Directors for CASA (Court Appointed Special Advocates). His hobbies include SCUBA Diving, Skiing, hiking and competing in multiple marathons.
Andrew Fischer has been the General Manager of Merchandising for the Monterey Bay Aquarium since 2004. Andrew joined the department after 14 years in the entertainment and sports merchandising world where he worked for a travel exhibit company, the Staples Center, Phoenix Suns, and Seattle Sonics, as well as other professional sports teams. He has been involved in retailing, store design, product development and most importantly - guest service for over 25 years. Andrew’s current position offers him the love of people, fun with animals, giving back to the community, and the support of a mission that will help future generations.
He was most recently named the General Manager of the Year from his parent company, Service Systems Associates (SSA), as well as being the Green Team Leader for the 25 branches of the SSA. His involvement with the Green Team has lead to some major steps in his company’s growth in meeting their Eco-Mission and objectives.
Simone Mortan is the Manager of Guide Programs at the Monterey Bay Aquarium. In this position she oversees the operations of the docent programs (exceeding 500 volunteers), theatrical programs and many aspects of the daily public programming. She has worked in the world of environmental science education for thirty years. Early in her career she learned the power of storytelling as an interpretive tool and she has been telling stories ever since. At the aquarium she has used Native American stories to promote a conservation ethic and used first person monologues to bring to life some of the history of Cannery Row. Simone wrote a story for the children’s exhibit, Splash Zone, which was set to music by children’s musician, Linda Arnold.
As a public education professional, Simone was recently appointed the President of IMTAL (International Museum Theatre Alliance). She has worked with talented educators at the aquarium and launched multiple theatrical programs for the general public. Simone hopes to encourage others who are not professionally trained in theatre to expand their own skills and embrace museum theatre as a powerful tool to achieve their institutional goals.
Webinar Description
Innovative guest experiences can increase customers’ delight as well as the perceived value of a visit. Learn about tactics the Monterey Bay Aquarium uses to keep their customers happy and attract interest in new programs, products, and events. As many parks are experiencing a strong start to this peak season, their guests are still wary of the economy, making it more important than ever for organizations to provide a unique and comprehensive menu of opportunities. The Monterey Bay Aquarium has an international reputation for exceeding guests' expectations. Learn first hand some of the strategies they use to provide superlative guest experiences from fee and non-fee based programs to un-matched shopping opportunities. This webinar will have value for parks, zoos, aquariums and museums of all sizes.
General Webinar Information
What is a Webinar?
IAPPA is launching a series of "Webinars" or online, live educational sessions. With this new E-Learning option, you will be able to watch and listen to industry leaders give presenations in real time. Current technology will enable you to view the speaker's computer screen on your own computer. You will listen and watch his or her PowerPoint, video, or other presentations, and even watch the speaker's cursor movements as it is used it to highlight specific parts of the presentation or draw the audience's attention to a particular point on their screen. It is just like attending an educational seminar without leaving your office. There may even be opporutnities for you to interact with the speaker and ask questions using your keyboard, phone, or a microphone on your computer. (Note: Long distance toll charges may apply if you opt to participate in a Webinar via a telephone. There is no charge to participate using the audio system of your computer.) Currently, IAAPA uses GoToWebinar to host these sessions.
INTERNATIONAL ASSOCIATION OF
AMUSEMENT PARKS AND ATTRACTIONS
WEBINAR DISCLAIMER
IAAPA makes no representations or warranties about the accuracy or suitability of any information in the webinars and related materials; all such content is provided on an “as is” basis. IAAPA HEREBY DISCLAIMS ALL WARRANTIES REGARDING THE CONTENTS OF THESE MATERIALS, INCLUDING WITHOUT LIMITATION ALL WARRANTIES OF TITLE, NON-INFRINGEMENT, MERCHANTABILITY, AND FITNESS FOR A PARTICULAR PURPOSE. IAAPA hereby disclaims all liability for any claims, losses, or damages in connection with use or application of these materials. IAAPA does not guarantee, warrant, or endorse the products or services of any firm, organization, or person. The information contained in these webinars and related materials has been prepared, compiled, or provided by IAAPA as a service to its members and is not intended to constitute legal advice or the rendering of legal, consulting, or other professional services of any kind. Users of these materials should not in any manner rely upon or construe the information or resource materials in these materials as legal, or other professional advice and should not act or fail to act based upon the information in these materials without seeking the services of a competent legal or other professional.
For more information about Webinars, please contact Linda Gerson at Lgerson@IAAPA.org or 703-299-5768.
Expo Audio Recordings
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Buy audiotapes online or contact Conference Copy Inc at phone + 1 570/775-0580 or fax + 1 570/775 -9671.