Solve Operational Gaps: Develop Confident Managers

Overview:

On this episode of Live with Sondra, host Sondra Shannon, CEO of Gatemaster Technology, sat down with Taryn Eisenman-Bolduc, Co-Owner and Chief Strategy Officer at High Roads Management Training. With over 25 years in the attractions industry, Taryn shared actionable strategies for building confident managers and creating operational systems that truly work.

Insights from This Live

• Emotional Regulation is Key:
  Middle managers thrive when they can stay calm under pressure and make confident decisions supported by clear systems.
• Clarity Drives Accountability:
  Simple, structured accountability systems reduce friction and improve consistency across shifts.
• Training is Protective:
  Investing in middle management training early prevents burnout and stabilizes operations.
• Communication Must Evolve:
  Cross-generational teams require varied communication methods—huddles, checklists, and digital messaging.
• Confidence Retains Talent:
  Employees often quit because they lack confidence in their roles; clarity and coaching solve this issue.

Notable Quotes

• “The biggest separator isn’t really a technical skill at all. It’s the ability to emotionally regulate and make decisions with confidence.”
  – Taryn Eisenman-Bolduc [7:12]
• “Clear is kind. And that’s something that I really see happening more in our industry.”
  – Sondra Shannon [11:12]
• “Consistency really is profitability in disguise and middle managers are the ones that create that calm and steady rhythm.”
  – Taryn Eisenman-Bolduc [13:46]
• “If I’m regulated, my kids are regulated—and if I’m not, things get crazy quickly. It’s very much mirroring that in the workplace.”
  – Taryn Eisenman-Bolduc [7:49]
• “Leadership at this level isn’t about being the hero anymore. It’s about coaching, planning, and setting other people up to succeed without you.”
  – Taryn Eisenman-Bolduc [21:33]

High Roads Approach

The focus at High Roads Management Training is on building clarity before adding technology. Taryn emphasized that process clarity must come first; otherwise, platforms only amplify confusion. Their programs teach managers to create structured systems that reduce friction and improve operational flow.

Taryn’s Preferences and Technology

Taryn advocates curiosity over complexity. Instead of turning managers into tech experts, High Roads trains them to identify pain points and ask better questions. This approach makes tools like AI and predictive maintenance less intimidating and more supportive of confident decision-making.

Improving Guest Experience

Consistency matters. When middle managers lack training, guest experiences suffer—slow lines, uneven service, and poor recovery. Taryn explained that structured accountability systems and clear expectations lead to smoother shifts and happier guests.

Creating Memories and Guest‑Centric Culture

Taryn stressed the importance of purpose and autonomy. Today’s workforce values involvement and connection over pizza parties. Giving teams ownership in processes fosters excitement and builds a culture where employees feel valued and engaged.

Gatemaster’s Guests’ Appreciation and Value

Integrated systems from Gatemaster Tech empower managers by reducing tool fatigue and creating confidence in operations. When managers trust their tools, they lead effectively, improving both guest satisfaction and profitability.

Connecting with the Speakers