Not All Heroes Wear Capes: Tips & Survival Stories from Frontline Workers
17:30 - 19:15 CEST | 11:30 a.m. - 1:15 p.m. EDT
Whether serving up a buttery popcorn or keeping you safe at the water park, frontline workers are an important part of any water or theme park. Whether food and beverage, merchandise, or operations, frontline workers have one of the hardest jobs in the industry as they face the guest and often must think on their feet to make the right call. In this session, current and former frontline workers share their experience on how to mitigate guest conflict, create exceptional guest experiences, and grow your career.
Speakers
Elliott Russell
Sebastian Ludwig
Sebastian Ludwig is a Customer Care Center & Systems Manager at the Europa Park Hotel Resorts, leading the reservations team into a new era of digitalization. He has shown his love for the Industry at Universal Studios Orlando and LEGOLAND Florida, working in Guest Services as a team member and leader. Being passionate about creating a stellar Guest Service and Employee Satisfaction, Sebastian lives by the Hashtags #teammebersatisfaction and #guestobsession. Sebastian has been with IAAPA since 2018 and has been a Show Ambassador at all the EXPOs in 2018 and every show in Orlando thereafter. Outside of work, Sebastian likes to work on his photography and videography skills while also exploring the world and other theme parks.
Renee Stewart
Renee Stewart is currently an Operations Manager for the World’s Largest Waterpark at Atlantis The Palm’s Aquaventure Waterpark. As an 8-year veteran of the Waterpark Industry, she has held various titles ranging from Lifeguard, Team Leader, Supervisor, & Aquatics Manager. Renee began her Waterpark career with Raging Waters, (formerly Wet’n’Wild Sydney) in Sydney, Australia, before taking the leap to manage the world’s largest Waterpark operation leading 500+ lifeguards on a daily basis. Renee has dedicated her work life to the elimination of drowning and became an ILTP Lifeguard Instructor in 2018. In addition to leading over 500+ Lifeguards, she is currently responsible for the legal & compliance aspects of Aquaventure operations and the development of her Assistant Managers & Team Leaders that report to her. When Renee is not dealing with all the thrills and excitement of Atlantis’ Aquaventure, she likes to find time travelling the world and enjoying life to the fullest.
