Building a strong team at an attraction is a goal that has many moving pieces—but it can be done well with the right tools and perspectives. On Monday of IAAPA Expo Asia, attendees enjoyed insights from attractions leaders on the critical elements of building a thriving team. The EDUSession, moderated by Shaun McKeough, CEO of Attractions Academy, featured insights from the following panel speakers:
- Sarah Hu, Director of Talent Acquisition and Cast Experience, Shanghai Disney Resort
- Kate Wholohan, Head of People and Culture, The Entertainment and Education Group (TEEG) / Timezone Group
- Ken Sakpisit, General Manager, BEAT Active
1. Use Immersive Recruitment Experiences
Hu highlights the importance of creating an immersive recruitment experience to attract potential candidates, especially when launching a large-scale operation such as Shanghai Disney Resort. Faced with the challenge of hiring 8,000 to 10,000 cast members who were unfamiliar with the Disney experience, Hu and her team devised an innovative approach. They rented a large venue and designed a display area that simulated the working environment and guest experience at Disney. This strategy helped potential employees understand the unique culture and expectations of working at Disney, making the recruitment process more engaging and informative. It also allowed candidates to visualize themselves in their roles, increasing the likelihood of attracting committed and passionate team members.
2. Streamline Recruitment
Sakpisit emphasizes the importance of clearly communicating recruitment logistics and job expectations. He outlines five crucial factors that contribute to successful recruitment:
- Clearly specify the interview location to avoid confusion.
- Ensure that job expectations are communicated clearly to attract candidates within an attraction's target audience.
- Inform candidates immediately if work schedules do not adhere to the typical 9-5 weekday work week.
- Provide transparent information about benefits upfront to attract genuinely interested individuals.
- Audition-style recruitment days for frontline workers can be a helpful method to evaluate teamwork, observe communication skills, and discern positive attitudes.
Wholohan also believes in group interviews, noting their efficiency and effectiveness in assessing candidates' suitability for a fun, vibrant work culture. Group settings not only save time and money, but also help identify candidates who thrive in a collaborative environment.
3. Invest in Employee Development
Wholohan's "Start Here, Go Anywhere" program at The Entertainment and Education Group (TEEG) / Timezone Group underscores the importance of investing in employees' growth. This initiative prioritizes promoting from within and providing development opportunities, recognizing that career progression is a key motivator in the workforce. She acknowledges that, while some employees may eventually leave the company, providing a positive development experience ensures they leave as ambassadors for the brand. This approach fosters loyalty and encourages a positive perception of the company—even after employees move on.
Hu echoed this sentiment, detailing the Shanghai Disney College Program, which offers internships to thousands of students annually. This program focuses on comprehensive training and development, benefiting both the company and the employee.
4. Foster a Positive Work Culture
Creating a positive work environment is essential for employee retention. Hu highlighted the importance of an employee-value proposition (EVP) that emphasizes the employee's journey and experience. Shanghai Disney's EVP, "Inspire the magic. Discover your journey of wonder," places the focus on employee growth and discovery, fostering a sense of belonging and purpose.
Wholohan stresses the significance of celebrating personal milestones and fostering camaraderie among team members. At TEEG, celebrating birthdays and hosting family fun days helps build a supportive and inclusive workplace. Employee surveys reveal that strong team relationships and a fun work environment are key reasons for high retention rates.
- To gather more insights from the panel, watch the EDUSession recording on the IAAPA Connect+ app.
