2017 EAS

How to Successfully Engage with your Guests Across the Entire Operation

Date    Tuesday, 20 September 2016                               
Time    16:30 - 18:00                                                          
Location    Fira Barcelona Gran Via Convention Centre
   Room CC 5.2

Session Description

Learn how to engage visitors from the queue line to the ride. Discover how successful guest engagement can improve service delivery and guest feedback and increase profitability. 

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Sponsored by

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Sandy Clark will be the moderator of this session.



Sandy Clark
Sandy Clark, Operations Director The View from the Shard, UK
(member of Iaapa Emea Education sub-committee, Head of the Faculty of  the Institute for Attractions Managers)

Sandy is the Operations Director of The Shard in London, the viewing gallery in the European Union’s tallest building, since it opened in 2013. Sandy has worked in the Attractions industry since 1988, when he first joined Chessington World of Adventures just outside of London. From there, he went to the Tower Bridge Experience in 1993, where he was the Exhibition Manager, in charge of all the operational aspects of the tourism offer at the Bridge, until 2001. Then he became Head of Visitor Services at the Natural History Museum, for 10 years, where visitors numbers increased from 1.8 million to 4.8 million per year.

Bala McAlinn
Bala McAlinn, Training Director, Boo, from Weareboo, UK

Boo provide staff, organise events and design training for the PR, leisure, events, attractions and retail industries. From entertainers to stage crew, set props, costumes, from mystery visits, conflict management, customer training service to presentation skills, Boo provides a large scope of services. Bala McAlinn leads their Promotion and Training divisions and has worked on campaigns with leading brands such as GAP, MINI and Clinique as well as providing training for organisations such as the Olympic VeloPark, The Natural History Museum, Dreamland Margate and The Royal Botanic Gardens, Kew. He is passionate about helping people deliver memorable experiences.

Aaron Whitnall
Aaron Whitnall, Animal Husbandry, Communication and Media, Paradise Wildlife Park, UK

“I have grown up between my families two wildlife parks, Paradise Wildlife Parks in Broxbourne, Hertfordshire and Wildlife Heritage Foundation in Smarden, Kent. I’ve had the pleasure of working in pretty much every area of our families business but the areas I’m probably most specialised in, are animal husbandry, social media, film making, marketing and presenting. I’m also currently studying sport broadcasting and business at Wembley Stadium and have just started to build my own video and blogging website on wildlife, adventure and sport; azaworld.com.”

Tyler Whitnall
Tyler Whitnall, Marketing Manager at Paradise Wildlife Park, UK

“Paradise Wildlife Park is my family business, which I have grown up and worked in since a child. I graduated in 2014 from Hertfordshire University in Business Management. I started working full time on the marketing in 2014 and became Marketing Manager in November 2015. I have volunteered for Friends of Paradise Wildlife Park for 9 years and volunteered at the Wildlife Heritage Foundation (Big Cat Sanctuary) for 6 years.” “Paradise Wildlife Park is a member of BALPPA, BIAZA, EAZA, WAZA and now IAAPA!”

Emil Erlandsson
Emil Erlandsson, Owner and Operations Manager, High Chaparral, Sweden

An inspirational 33 year-old visionary and entrepreneur, Emil took in charge High Chaparral in 2011 and since then, customer satisfaction ratings have increased from 3.2 out of 5 to 4.4 out of 5. Profits have increased and visits have risen by 40%.  Other changes made during the same period include the removal of one of the three target groups as well as the removal of alcohol throughout the park. No renovations or additions have been made to the park. The biggest change is the promise made to the visitors to “be a part of the adventure” which means including the visitors in the park’s happenings. Engaging, Immersing. Emil will show you how High Chaparral keeps this promise at IAAPA in September 2016.