Inclusive Innovation: Empowering Teams & Enhancing Guest Experiences in Attractions

Overview:

In the latest episode of Live with Sondra, Gatemaster Technology’s CEO, Sondra Shannon, sat down with Marah Rodriguez, Regional VP of Sales at Mobaro, to unpack what inclusive innovation means for the attractions industry.

Insights from This Live

Empowering Teams Starts with Integrated Tools
Mobaro goes beyond checklists. By embedding training, instructions, and communication into one platform, teams across departments—from maintenance to guest services—stay aligned and efficient.
Guest Experience Is Tied to What Guests Don’t See
An amazing guest experience doesn’t just come from smiling staff—it hinges on well-maintained attractions, trained employees, and operational uptime. Mobaro’s solution connects the dots between back-of-house processes and front-line satisfaction.
Legacy Knowledge Is Fading—Capture It Digitally
Since COVID-19, many attractions have lost experienced staff. Marah advocates for preserving institutional wisdom with videos and digital SOPs that help new hires ramp up faster and more consistently.
“Living” Checklists Are Key
Outdated paper processes slow teams down. Digital SOPs and checklists can be updated instantly and tailored to each ride or attraction—making them precise, accessible, and always current.
Don’t Let Paper Hold You Back
Transitioning to digital is the biggest hurdle—but it’s a necessary step toward creating a proactive, safety-forward culture. As Marah said: “The hardest part is stepping onto the mat.” Once you do, the benefits follow.

5 Notable Quotes:

“One of the things that they say in jiu-jitsu is, the hardest thing is stepping on the mat, right? So, the hardest thing for a lot of facilities that are doing paper is taking the step to say, ‘Hey, let’s change the way we fundamentally do our processes and go digital.’”
– Marah Rodriguez
“Having worked with so many institutions in the attractions industry, the ones that do documentation and process very well are organized.”
– Sondra Shannon
“A lot of people, when they think about digital solutions, they think about a lot of guest facing technology—But sometimes we forget—you know, the employee journey.”
– Marah Rodriguez
“What information can you get, right? They’re doing all these processes in real time. And how can I make all this data help me run my business better?”
– Marah Rodriguez
“Passing down that knowledge is really important, because you may have somebody that’s been there for 10 years, and tomorrow they may not be there. You have to be able to pass that knowledge on to the newer generation.”
– Marah Rodriguez

Mobaro’s Approach to Operational Excellence

Mobaro empowers attractions by digitizing every stage of park operations—from pre-opening safety checks to interdepartmental alerts. Their mobile-first platform enables real-time communication, visual proof of task completion, and automated workflows that elevate both accountability and efficiency.

Whether it’s a roller coaster, trampoline park, or lazy river, Mobaro ensures teams have the tools they need when and where they need them.

Marah Rodriguez’s Preferences and Tech Outlook

Marah champions visual learning and knowledge-sharing across teams and facilities. She encourages attractions to:

Record training videos with their own staff.
Treat SOPs as living documents.
Reach out to peer facilities and associations like IAAPA, WWA, and NARSO for support.
Start small—but start now—with digital transformation.

Her favorite part of tech? Seeing data translate into actionable decisions that impact daily operations and long-term growth.

Sondra’s Perspective on Innovation

Sondra emphasized that consistency is the secret ingredient behind industry leaders like Disney and McDonald’s. Attractions that invest in SOPs, leadership development, and employee training are the ones setting the gold standard for guest experience.

She also reminded operators that training is an investment in your future leaders—and the guest memories they help create.

Improving Guest Experience Starts Behind the Scenes

The live session highlighted a powerful truth: the best guest experience starts with the best-prepared team. Digital tools ensure rides run on time, staff know exactly what to do, and problems get resolved before guests even notice.

From sanitation to safety to smooth ride operations, tech helps deliver on the promise of fun without friction.

Gatemaster’s Guests’ Appreciation and Culture of Connection

One of the hallmarks of Live with Sondra is celebrating the people shaping the attractions industry. Sondra makes it a priority to showcase voices like Marah’s—people who drive real change through collaboration, compassion, and continuous learning.

“If you’ve got something to share with the industry, I want to hear from you!” – Sondra Shannon