Leading High-Performance Teams in  Waterpark Operations

Overview:

In the latest episode of “Live with Sondra,” Gatemaster Technology CEO Sondra Shannon  sat down with Shawn Kidd, Director of Operations at Island H2O Water Park, to discuss the  key elements of building and leading high-performance teams in waterpark operations.

5 Insights from This Live

• Mastering Lifeguarding Fundamentals:
  Effective waterpark safety starts with well trained, vigilant lifeguards. Regular training and internal audits are essential for maintaining high safety standards.
• AI and Tech Enhancements:
  From camera-based monitoring systems to wearable tech for guests, AI-driven solutions are improving efficiency while ensuring lifeguards remain a crucial part of the safety equation.
• Authentic Leadership Matters:
  Shawn emphasized the importance of supportive leadership, fostering loyalty among staff, and empowering employees through small promotions and cross-training.
• Cashless Transactions Are Game-Changers:
  The move to cashless payments enhances security, reduces fraud, and increases guest spending, leading to smoother operations and greater profitability.
• Dynamic Pricing and Weather Guarantees Boost Revenue:
  Adjusting ticket prices based on demand and offering refund options through weather insurance help mitigate revenue loss while improving guest confidence.

5 Notable Quotes:

• “You got to pretend like an emergency is going to happen at any instant and react exactly the same way every time.”
  – Shawn Kidd
• “My goal is continuous improvement. We just keep getting better than where we are today.”
  – Shawn Kidd
• “It’s not getting rid of the lifeguard… but how does it assist them at performing their duties even better?”
  – Sondra Shannon
• “You either authentically invest in these people, or you lose them.” – Shawn Kidd 5. “If I continue to invest in them and empower them, give them responsibility, let them run… that’s how they learn.”
  – Shawn Kidd

Island H2O’s Approach to Leadership & Guest Experience

At Island H2O Water Park, Shawn prioritizes guest safety, team development, and operational efficiency. His leadership strategy focuses on building strong relationships with staff, maintaining high lifeguarding standards, and implementing cutting-edge technology to enhance guest experiences. 

Shawn Kidd’s Preferences & Use of Technology

Shawn values AI-driven monitoring tools, guest tracking wearables, and dynamic pricing models to optimize park operations. He believes in using technology as an aid—not a replacement—for human oversight in waterpark safety. 

Sondra’s Perspective on Industry Growth & Innovation

As CEO of Gatemaster Technology, Sondra advocates for digital transformation in the attractions industry. She champions solutions like mobile ordering, cashless transactions, and automated weather guarantees to drive revenue growth and enhance customer satisfaction.

Improving Guest Experience with Innovation

Waterparks are seeing a shift toward digital-first interactions. Mobile food ordering, cash-free environments, and data-driven pricing strategies all contribute to a more seamless and enjoyable guest experience while streamlining park operations.

Creating Memories & Building a Guest-Centric Culture

A waterpark visit is about more than just the rides—it’s about the overall experience. By focusing on guest engagement, safety, and operational efficiency, parks can create unforgettable memories and ensure repeat visits.

Connect with the Speakers!

Want to learn more? Connect with Sondra and Shawn on LinkedIn!