EAS 2018 Masthead
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Lunch & Learn - Train and motivate your staff to deliver outstanding guest experiences.


Wednesday 26 Sept. 2018
11:00 - 15:00


IAAPA Theatre Sponsored by Polin Waterparks 

How to deliver an unforgettable experience by selecting, training and motivating staff as never before

Based on the success on the previous editions, a new and enhanced version of this Lunch & Learn is being developed for Euro Attractions Show 2018. 

Combining attitudes of the X, Y and Z Generations has become more challenging than ever. During this hands-on workshop, attendees will learn new ways to interact with their team members. How to select collaborators that can fit even more to the attraction's vision? How to train them to success and exploit day by day operation without them losing focus and goals? How to retain and motivate them to bring the attraction to the next level? 

Join this unique opportunity to gain refreshed insights into your responsibilities towards your staff and leave with concrete and valuable handles to put immediately in practice.


Heather Barnes
Heather Barnes, Director, John G. Shedd Aquarium

Heather directs the overall guest engagements and live science experiences for the museum’s 1.5 million annual visitors. Heather has successfully led the transformation of the guest experience department, positioning MSI as a customer service industry leader. She is nationally recognized for using improvisation as a tool to throughout the museum to help engage guests, build team relationships, and teach educational content. As a graduate of the Second City program, Heather has directed, produced, and performed in several sketch comedy and improvisational shows throughout Chicago. Currently Heather is a faculty member at the Second City Training Center. Heather consults with museums across the country, and has participated in the Alan Alda Center for the Advancement of Science Communication. She has a Master of Arts degree in public policy from the University of Chicago, and she has recently served on the board of the International Museum Theatre Alliance.

Massimiliano Freddi
Massimiliano Freddi, VP Strategic Development , Leolandia

Led by a strong passion for the amusement parks industry, after his studies in marketing and communication, Massimiliano began his career as a Marketing, Press & PR Manager Italy for Disneyland Paris. In 2008, he took on the challenge to join the team in charge of relaunching the 40-years old miniature facility Minitalia, Milano, and turned it into a cutting edge theme park. After running Leolandia as a General Manager for seven years, Massimiliano became V.P Strategic Development. The park is Italy’s number one park for families with children under 10, with a strong focus on safety, accessibility, environment and service.

Practical summary

Date: Wednesday, 26 September 2018
11:00 - 15:00
Location:   RAI Amsterdam Convention Center IAAPA Theatre Sponsored by Polin Waterparks
€ 55,-  (IAAPA Members)
€ 60,-  (Non-members)
Fee includes: Presentations
Buffet lunch
Notes: Must be 18 or older to attend. Separate ticket and Expo badge required to attend.

register now


The Lunch and Learn is sponsored by supporting organisation VAHLE.