Going the Extra Smile:
Why Hospitality is the Heartbeat of Theme Parks

Hotels teach us the value of anticipation. Skilled concierges don’t wait for questions—they offer thoughtful solutions before they’re asked.

Park Application Ideas

• Ride Operators can offer shade tips, hydration reminders, or information about shorter nearby lines before being asked.

• F&B Employees can ask if guests need allergy-friendly options when ordering, or suggest kid-friendly meals based on the group.

• Guest Services can proactively offer parade/showtimes or directions if they notice guests looking at maps or appearing confused.

Airlines have shown that clear, calm communication during delays builds trust. A gate agent who proactively rebooks a missed connection or offers personalized assistance can turn a frustrating experience into a loyal customer moment.

Park Application Ideas

• Ride Operators can explain mechanical or weather-related delays clearly, update frequently, and show empathy by using verbiage like, “We know this is disappointing, and we appreciate your patience”.

• Guest Relations can equip frontline staff with talking points during storms, parades, or crowd-control moments.

• Digital Integration teams can weave push notifications into park apps about expected reopening times or alternate nearby attractions.

Retail workers understand that guests don’t want a sales pitch—they want assistance. A great sales associate doesn’t just point to an aisle or item; they walk guests there, offer options, and make sure the guest leaves with what they need.

Park Application Ideas

• Merchandise Hosts can greet with, “Are you shopping for anyone special today?” or “Looking for a souvenir or just browsing?” instead of a generic “Can I help you?”

•  Gift Shops near Exits can offer bundle deals or park-specific items guests may have missed earlier—without a hard sell.

Cruise lines excel at personalizing the guest experience by remembering preferences. When a server greets a guest by name and already knows their favorite drink, it turns routine service into a memorable moment.

Park Application Ideas 

• Mobile Apps can recall favorite rides, foods, or past purchases, and offer personalized suggestions (“Your last visit included a Dole Whip—want to find the nearest stand?”).

• F&B or Lodging Teams can use wristbands or room keys to track favorite meals or dietary needs.

• VIP Hosts can welcome back frequent visitors by name and recall past celebrations or visits.

Training staff is more than about procedures for loading rides, cleaning, and serving hamburgers. It’s about training to demonstrate compassion and guest engagement. Here are a few simple tips:

• Teach staff to read body language, recognize frustration, and respond with patience.

• Roleplay real guest scenarios. Teach empathy phrases like “I hear you – and I want to help fix this.”

• Reinforce listening without interrupting to shows respect and make guests feel heard.

• Empower staff to fix small problems without waiting for a manager. Quick fixes build trust.

• Create simple, positive go-to phrases for staff like “Please give me just a moment to check on that for you.”

• Catch staff doing things right - and say something. Use shout-outs, pins, or guest feedback boards. A motivated team delivers better guest service.

Remember, a grumpy ride operator can lead to a bad experience. An operator who’s fun, engaged, and welcoming? Guests will talk about it all day. The rides create thrills, but the people create memories.

Whether training new hires or refreshing veterans, prioritize guest service as more than a policy. It’s your biggest competitive advantage in a crowded entertainment landscape.

How ITPS Can Help:

At ITPS, we specialize in turning service into hospitality and transactions into memorable moments. We help parks and attractions elevate their guest experience by training teams not just on operational tasks, but on the people-first mindset that drives loyalty and word-of-mouth. We are also highly experienced in conducting on-site audits—serving as your eyes and ears to observe how staff interact with guests, identify opportunities for improvement, and provide actionable feedback. From crafting customized guest service programs to sharing best practices from across industries, we help equip your team with the tools, phrases, and confidence to create standout interactions. We know that in our industry, it’s the little things that leave the biggest impact.