Thought Leadership: Team Member Satisfaction

The attractions industry is always evolving, shaped each year by new trends. Industry professionals routinely seek the right formula to recruit and retain great team members. It’s important to ask, “What can a company do to become a better place to work?”

As a leader, it’s crucial to also ask yourself, “What more can I do, and what more can leadership do?” Fortunately, there are many ways that industry leaders can develop their teams.

1. Make Fun of Yourself

I don’t consider myself particularly funny or tech-savvy. I know I’m not always up to speed on the latest TikTok trends. Sometimes I lean into that knowledge gap, which allows younger team members to teach the boss something new. It builds connection, lowers barriers, and brings laughter. Once, a ride operator showed me a photo of Sabrina Carpenter, and I replied, “I didn’t know Taylor Swift changed her hair.”

2. Tell Them They Will Be Great

I consistently remind our DelGrosso’s team members that they can—and will—be great. Everyone comes from different backgrounds, and sometimes all an individual needs is encouragement. Being a positive influence in someone’s life can have a lasting impact beyond the workplace. I frequently stop by our break area during the day to check in on team members. Listening and letting them tell me about their day builds trust and encouragement to perform their job to a high standard.

3. Thank Them—Every Day

When team members arrive for their shifts, they are greeted not just by me, but by the entire DelGrosso’s leadership team. We make it a daily goal to welcome them and thank them for coming to work. At the end of each shift, we thank them again, often using simple but meaningful phrases such as, “Your presence makes all the difference.”

4. Give Meaningful Compliments

Each day, leadership aims to give at least one sincere compliment for a job well done. Sometimes this includes reward cards; sometimes, it’s simply verbal recognition. When a ride operator receives a written guest compliment, I print it (with the guest’s contact details removed), personally present a reward card, and give an “Applause Card”—a recognition that can only come from me.

5. Acknowledge and Smile

Every day is an opportunity to acknowledge someone by name. When I walk around the park, I acknowledge every team member who works in the department I oversee. Whether it’s stopping by a ride to say hello or simply waving and smiling, these small actions help team members feel seen, heard, and valued.

6. Love What You Do

Lead with passion. Love what you do. Once you show humility and determination that nothing will stop you from achieving results, others will begin to follow and do the same. With true passion and love, people stay together and aim to achieve the same shared goals.