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.
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 is an energetic professional establishing herself as an authority in Aquatics. Beginning her lifeguard career at Raging Waters (formerly Wet’N’Wild Sydney) in 2015, her leadership skills saw her progress through the ranks of Aquatic Team Leader and Supervisor before assuming the Aquatics Manager role in 2019. With a natural enthusiasm for teaching, Renee attained her ILTP instructor certification and remains active today ensuring guards are equipped with the latest industry standards and operational best practices. Her commitment to improving aquatic safety awareness and developing leaders of tomorrow led Renee to take a leap of faith in 2021 in joining Aquaventure, Atlantis Dubai. Now serving as the park’s youngest Operations Manager, she supports the day to day management of over 500 lifeguards, oversees legal and compliance aspects of the operation and the development of the assistant manager and team leader levels. When not dealing with all the thrills and excitement that running the world’s largest waterpark has to offer, you can find Renee travelling the world and enjoying life to the fullest.