Inside Dollywood: Eugene Naughton on Leadership, Guest Experience, and "Nightflight" Expedition 2026

Gatemaster Technology CEO and Podcast Host, Sondra Shannon

Season 5, Episode 038 Sondra Shannon on Frankenstein Tech, the Dynamic Pricing Debate, and Gamifying the Guest Journey Are your attraction's systems working together, or are they quietly costing you millions? In this episode of The Attractions Group Podcast, hosts David Detling and Clete Reinberger sit down face-to-face at the IAAPA Global Headquarters in Orlando with Sondra Shannon, CEO of Gatemaster Technologies and host of the "LIVE with Sondra" podcast. Sondra shares her incredible journey from managing a Southern California laser tag facility at 19 years old to becoming the CEO of a premier attractions software company. Together, the trio dives deep into the operational friction points that ruin the guest experience, the real business numbers behind "Frankenstein" tech stacks, and why value-added packaging beats corporate dynamic pricing every single time. Whether you operate a local family entertainment center, a multi-acre water park, a museum, or a zoo, this episode is a masterclass in scaling your operations, using data ethically, and building long-term guest loyalty. In this episode, you’ll discover: * The Integration Trap: How disconnected online and on-site ticketing systems can create massive revenue blind spots. * The Truth About Dynamic Pricing: Why consumers are growing frustrated with fluctuating algorithmic pricing and how to use "value packaging" to protect your brand. * AI & Forensic Data: How modern operators are using machine learning to track weather and review trends in seconds without losing the human touch. * The Power of Gamification: A sneak peek into Gatemaster's upcoming G6 platform, employee onboarding achievements, and rewarding high-frequency visitors. * The Reality of Going Live: Why imperfect, authentic human content connects deeper with an audience than a polished script. ⏱️ Episode Chapters * 00:00 - In-Room at IAAPA Global Headquarters * 03:20 - From Super-User to CEO: The Gatemaster Foundation * 05:10 - Software vs. Hardware: Knowing Your Core Competency * 07:40 - Tracking the Guest Buying Journey & Fixing Friction * 10:05 - Ethics of AI and Leveraging Forensic Data * 14:50 - Why Dynamic Pricing is Being Challenged (And What to Do Instead) * 20:00 - Pricing vs. Value in the Hospitality Industry * 23:15 - Behind the Scenes of the Gatemaster Technology Summit * 26:50 - Hosting "LIVE with Sondra" & The Value of Unfiltered Storytelling * 31:10 - Future Tech: Gamification, Loyalty Programs, and the G6 Rollout * 35:00 - Wrap-Up and Summer Season Outlook   🔗 Connect With Us & Our Guest * Gatemaster Technology: https://gatemaster.com/ [https://gatemaster.com/] * Listen to "LIVE with Sondra": https://gatemaster.com/media/live-with-sondra/ [https://gatemaster.com/media/live-with-sondra/] Connect with the Attractions Group * the Attractions Group Official Website: https://www.theAttractionsGroup.com [https://www.theAttractionsGroup.com] * Follow us on LinkedIn: https://www.linkedin.com/company/attractions-group/ [https://www.linkedin.com/company/attractions-group/] * LinkedIn: Attractions Group Professional Network: /12649603 * Facebook: https://www.facebook.com/attractionsgroup [https://www.facebook.com/attractionsgroup] * X: https://x.com/attractions_grp [https://x.com/attractions_grp] * Podcast Feed: https://theattractionsgrouppodcast.podbean.com/ [https://theattractionsgrouppodcast.podbean.com/] * Spotify: https://open.spotify.com/show/1bcW3Vj9DL5avDAz9yyNdm [https://open.spotify.com/show/theAttractionsGroupPodcast]   #AttractionsIndustry #ThemeParks #AmusementParks #GuestExperience #AttractionsTech #Gatemaster #Podcast #BusinessOfFun #FEC #ThemeParkOperations

Inside Dollywood: Eugene Naughton on Leadership, Guest Experience, and "Nightflight" Expedition 2026

Season 5, Episode 037 Join the Attractions Group Podcast for an exclusive deep dive with Eugene Naughton, President of The Dollywood Company. In this episode, Eugene shares the "secret sauce" behind Dollywood’s world-class guest experience, their industry-leading 93% host retention rate, and the highly anticipated 2026 opening of Nightflight Expedition. Matt Miller (America’s Theme Park Technologist) joins us as a guest host, pinch-hitting for Clete to bring his unique technical perspective to our conversation with Eugene. Whether you are an attractions industry professional, a theme park enthusiast, or a business leader looking to scale company culture through "Leading with Love," this interview provides actionable insights from one of the most respected names in the business. In this episode, we cover: * The philosophy behind Dollywood’s "Host First" culture. * Unique perks like on-property healthcare and "GrowU" tuition programs. * An exclusive construction update on the 44,000 sq. ft. Nightflight Expedition immersive coaster. * The strategic expansion of Dollywood Resorts and future master planning. Subscribe for more expert interviews from the world of theme parks and attractions!   Video Timeline & Index * [00:12] Welcome & Intro with Matt Miller (America’s Theme Park Technologist) * [04:20] Interview Start: Eugene Naughton, President of Dollywood * [06:05] The "Host First" Philosophy: Why Employee Experience = Guest Experience * [09:40] Providing On-Site Healthcare and Childcare for Staff * [12:41] The Impact of Free Meals and Improved Break Spaces on Retention * [15:22] Dollywood’s Massive 93% Employee Retention Rate Explained * [17:42] "Recruit for Loot": Using Staff as the Number One Recruiting Tool * [21:00] Dollywood University & the GrowU Tuition Program * [25:30] Emerging Leaders: Developing the Next Generation of Executives * [29:03] Herschend’s Recent Acquisitions and Maintaining Culture at Scale * [32:44] The Authentic Storytelling of the Smoky Mountains * [37:39] Future Expansion: Master Planning for 5 Total Resorts * [43:59] Attention to Detail: Why You Won’t See Burnt-Out Lightbulbs * [46:42] New Run Series & "Neon Nights" at Splash Country * [49:41] Faith and the Golden Rule: The Role of the On-Property Chaplain * [01:00:26] Post-Interview Recap and Final Thoughts   - "Dollywood President Eugene Naughton interview" - "Theme park leadership and guest experience strategy" - "Nightflight Expedition Dollywood 2026 construction update" - "How to improve employee retention in the hospitality industry" - "Herschend Family Entertainment company culture" - "Immersive storytelling and dark ride coaster technology" - "Dollywood Resort master plan and expansion" - Pinch-hitting for Clete: Expert industry insight from a fresh perspective. - Theme Park Technologist: Bridging the gap between attraction tech and executive leadership. - Guest Co-Host: Matt Miller joins David to dive into the future of the Smoky Mountains.   * The Attractions Group Website: www.theAttractionsGroup.com [http://www.theAttractionsGroup.com] * LinkedIn: Attractions Group Professional Network: https://www.linkedin.com/groups/12649603/ [https://www.linkedin.com/groups/12649603/] * the Attractions Group on LinkedIn: https://www.linkedin.com/company/attractions-group [https://www.linkedin.com/company/attractions-group] * Facebook: @TheAttractionsGroup * X: https://x.com/attractions_grp [https://x.com/attractions_grp] * Podcast Feed: https://theattractionsgrouppodcast.podbean.com/ [https://theattractionsgrouppodcast.podbean.com/] * Spotify: https://open.spotify.com/show/5UfVPf59vHQbZL36UNvM5b?si=e72fea4025ae4d4c [https://open.spotify.com/show/5UfVPf59vHQbZL36UNvM5b?si=e72fea4025ae4d4c]   #Dollywood #ThemeParkLeadership #NightflightExpedition #AttractionsIndustry #EugeneNaughton #GuestExperience #ThemeParkNews #PigeonForge #OfficialCinnamonBreadTaster #HerschendFamilyEntertainment #Podcast #AmusementPark #BusinessCulture #MattMiller #GuestHost #ThemeParkTech #PinchHitter #CoHost #IndustryInsights #InnovativeStudios

S5, E036 President & CEO of Holiday World, Matt Eckert talks about 2026!

This episode of "The Attractions Group Podcast" features an interview with Matt Eckert, the President and CEO of Holiday World & Splashin' Safari, who stops by to talk about 2026. Hosts, David and Clete, begin by discussing recent roller coaster rankings from USA Today, sharing their own strong (and sometimes humorous) opinions on the list. The conversation then shifts to Holiday World's recent accolades, including its high rankings for water coasters and guest service. Matt Eckert shares insights into the park's unique culture—focusing on the "four prongs" of guest interaction—and discusses upcoming events like "Rubber Duck Days" and a major announcement planned for July 1, 2026.   Video Timestamps * [00:34] – Introduction and banter between hosts David and Clete. * [04:43] – Discussion of the USA Today Top 10 Roller Coaster rankings. * [14:14] – The hosts' personal "snubs" and favorite coasters not on the list. * [21:44] – Matt Eckert joins the show. * [23:22] – Holiday World's performance in the USA Today rankings (Water Coasters and Water Park). * [26:50] – The philosophy behind custom-designed water attractions and using the park's topography. * [30:34] – Update on Santa’s Cottages and the park's expansion into lodging. * [33:07] – Managing the longest operating season in the park's history and staffing challenges. * [41:48] – In-depth look at Holiday World’s hospitality training and staff culture. * [44:57] – The "Look at me, Smile at me, Talk to me, Thank me" guest service philosophy. * [53:14] – How Holiday World differentiates itself through value (free parking, soft drinks, and sunscreen). * [01:00:33] – Teasing a major announcement for 2027, coming on July 1. * [01:02:18] – Details on "Rubber Duck Days" and the six-story tall rubber duck visiting the park.   The gates open this Saturday. The coasters will be roaring, as the 2026 Summer Season at Holiday World & Splashin' Safari is officially here! In this exclusive season-opener episode of the Attractions Group Podcast, we are joined by park President and CEO Matt Eckert to pull back the curtain on what makes this "little park in a cornfield" a consistent powerhouse in the global attractions industry. Why Holiday World is Dominating the 2026 Rankings Matt discusses the park's recent sweep of the USA Today 10Best Awards, where they ranked in nearly every category they were nominated for—including Wildebeest reclaiming its throne as the #1 water park attraction and Splashin' Safari being named the #2 water park in the entire nation. The Philosophy of Value: More Than Just Rides In an era of rising costs, Matt explains why Holiday World doubles down on its legendary "Free" model. From free unlimited soft drinks and Gatorade to free parking and free sunscreen, we explore the psychology of guest service and how removing "financial friction" allows families to focus on what matters most: making memories. What’s New for 2026? This year marks the longest operating calendar in the park's 80-year history! We discuss the expansion of Friday Night Live, the massive 500-drone Summer Sky Spectacle (now featuring over 50 pyrotechnic elements), and the debut of Rubber Duck Days, featuring a staggering six-story tall rubber duck and her son, Timmy, taking over the water park. Looking Toward the Future Beyond the 2026 season, Matt drops a massive "breadcrumb" for coaster enthusiasts. If you want the scoop on the July 1st announcement for the 2027 season, speculation abounds!    Holiday World 2026, Matt Eckert Interview, Splashin' Safari, Best Water Park in USA, Santa Claus Indiana Attractions, Cheetah Chase Water Coaster, Mammoth Water Coaster, Wildebeest Airtime, Theme Park Marketing, Family Vacation Ideas Midwest, Free Parking Theme Parks, Theme Park Podcast, Attractions Group, 2027 Roller Coaster Rumors, Drone Show 2026, Holiday World Early Entry, Santa's Cottages.   Are you Team #Wildebeest or Team #CheetahChase? Tell us in the comments! Also, what do you think the big July 1st announcement is for the 2027 season? 🎢✨   The Attractions Group Website: * www.theAttractionsGroup.com [http://www.theAttractionsGroup.com] * LinkedIn: Attractions Group Professional Network: / 12649603 * the Attractions Group on LinkedIn: / attractions-group * Facebook: @TheAttractionsGroup * X: https://x.com/attractions_grp [https://x.com/attractions_grp] * Podcast Feed: https://theattractionsgrouppodcast.po... * Spotify: https://open.spotify.com/show/5UfVPf5... [https://open.spotify.com/show/5UfVPf5...]   #HolidayWorld #SplashinSafari #ThemePark #CoasterEnthusiast #TravelIndiana #Summer2026 #WaterCoaster #Podcast #AttractionsGroup #FamilyTravel

s5, e035- A Z Coaster Challenge Play Along Podcast Attractions Group Podcast

If this were baseball, David would be on the 10-day injured list—meanwhile, Clete is carrying the load like a true "big leaguer!" 🎢⚾️   With David sidelined for this episode, Clete takes the mound solo for a high-stakes, fast-paced "A-Z Coaster Challenge." The rules are simple but the pressure is on: name two roller coasters for every letter of the alphabet, entirely from memory. No internet, no lifelines, just pure coaster knowledge (and a little bit of "on-the-spot" panic).   From obscure defunct rides in Indiana to world-class steel in Europe, join Clete as he battles through the tricky letters like Q, U, and Y.   Play along with us! Can you beat Clete's list? How many coasters can you name for the letter 'Q' without searching? Drop your answers in the comments below!   If you enjoyed this "Play-Along Podcast" format, let us know and we might make it a recurring series.   Podcast Timeline: * [00:00:00 [https://www.youtube.com/watch?v=3tVhXUuj8w0]] – Welcome to the solo show: Clete steps up to the plate. * [00:00:55 [https://www.youtube.com/watch?v=3tVhXUuj8w0&t=55s]] – The Challenge: Explaining the A-Z Coaster rules. * [00:01:39 [https://www.youtube.com/watch?v=3tVhXUuj8w0&t=99s]] – Starting strong with A, B, and C. * [00:04:50 [https://www.youtube.com/watch?v=3tVhXUuj8w0&t=290s]] – The "H" Hurdle: A brief struggle and a search for Helix. * [00:09:12 [https://www.youtube.com/watch?v=3tVhXUuj8w0&t=552s]] – "M" is for Millennium (and Mandoria). * [00:10:20 [https://www.youtube.com/watch?v=3tVhXUuj8w0&t=620s]] – The "O" Obstacle: Searching for an ocean-themed save. * [00:12:55 [https://www.youtube.com/watch?v=3tVhXUuj8w0&t=775s]] – The Impossible "Q": Clete hits a wall. * [00:18:05 [https://www.youtube.com/watch?v=3tVhXUuj8w0&t=1085s]] – Clearing the X's: Excalibur and X-Flight. * [00:21:10 [https://www.youtube.com/watch?v=3tVhXUuj8w0&t=1270s]] – The Final Countdown: Trying to finish the alphabet before time runs out. * [00:23:30 [https://www.youtube.com/watch?v=3tVhXUuj8w0&t=1410s]] – The Cheat Sheet Reveal: Checking the answers and realizing the biggest misses. * [00:27:30 [https://www.youtube.com/watch?v=3tVhXUuj8w0&t=1650s]] – Wrap up and call for feedback on the new series.   Roller Coasters, Theme Park Podcast, A-Z Challenge, Roller Coaster Trivia, Attractions Group Podcast, Clete, Coaster Credits, Theme Park Games, Kings Island, Cedar Point, Holiday World, Disney World, Amusement Parks, Coaster Enthusiast.   #AttractionsGroup [https://www.youtube.com/hashtag/attractionsgroup] #RollerCoasters [https://www.youtube.com/hashtag/rollercoasters] #ThemeParks [https://www.youtube.com/hashtag/themeparks] #CoasterChallenge [https://www.youtube.com/hashtag/coasterchallenge] #Podcast [https://www.youtube.com/hashtag/podcast] #AmusementParks [https://www.youtube.com/hashtag/amusementparks] #CoasterEnthusiast [https://www.youtube.com/hashtag/coasterenthusiast] #AZChallenge [https://www.youtube.com/hashtag/azchallenge] #PlayAlong [https://www.youtube.com/hashtag/playalong]

Designing Phantom Theater! 🎭 Drew Edward Hunter of Sally Dark Rides | the Attractions Group Podcast

How do you resurrect a legend? Just three days before its world premiere, we sit down with Drew Edward Hunter, Creative Lead for Sally Dark Rides, to discuss the design, development, and debut of Kings Island’s "Phantom Theater: Opening Nightmare." "To the Faithful...": Relive the magic of the original 1992 classic! We dive deep into the return of the Maestro and how this "new" attraction honors the legacy of the original Phantom Theater. Get the inside scoop on what to expect during your first ride this week. "To Professionals of the Industry":  Drew Edward Hunter shares master-class insights into the "dark ride" creative process. We discuss the technical challenges of reimagining IP, the logistics of integrating modern animatronics into existing infrastructure, and the art of storytelling within the regional theme park model. Whether you are in design, operations, or marketing, this is a deep dive into successful attraction revival.   In this episode: * ✅ The evolution of Sally Dark Rides’ creative philosophy. * ✅ Bridging the gap between 90s nostalgia and modern guest expectations. * ✅ Technical breakdown: Character design, lighting, and "The Nightmare" aesthetic. * ✅ Industry trends: Why "Classic" IP is the future of regional parks.   ⏳ EPISODE CHAPTERS * [00:00] – Introduction: David Detling & Clete Reinberger. * [04:15] – The State of the Industry: Current trends in regional theme parks. * [10:30] – Meet Drew Edward Hunter: A career in Creative Lead & Design. * [18:45] – The Brief: Why Kings Island decided to bring back Phantom Theater. * [27:10] – Concept Art to Reality: The Sally Dark Rides workflow. * [36:20] – Narrative Structure: Crafting the "Opening Nightmare" storyline. * [44:05] – Technical Specs: Animatronics, Audio, and Environmental Effects. * [55:15] – Managing Fan Expectations: Respecting the 1992 original. * [01:03:30] – Advice for Aspiring Themed Entertainment Designers.   🔗 CONNECT WITH THE SHOW & GUESTS The Attractions Group * Website: www.theAttractionsGroup.com [http://www.theAttractionsGroup.com] * LinkedIn: Attractions Group Professional Network: https://www.linkedin.com/groups/12649603/ [https://www.linkedin.com/groups/12649603/] * the Attractions Group on LinkedIn: https://www.linkedin.com/company/attractions-group [https://www.linkedin.com/company/attractions-group] * Facebook: @TheAttractionsGroup * X: https://x.com/attractions_grp [https://x.com/attractions_grp] * Podcast Feed: https://theattractionsgrouppodcast.podbean.com/ [https://theattractionsgrouppodcast.podbean.com/] *  Spotify: https://open.spotify.com/show/5UfVPf59vHQbZL36UNvM5b?si=e72fea4025ae4d4c [https://open.spotify.com/show/5UfVPf59vHQbZL36UNvM5b?si=e72fea4025ae4d4c]   Sally Dark Rides * Website: www.sallydarkrides.com [http://www.sallydarkrides.com] * Twitter/X: @SallyDarkRides * LinkedIn: https://www.linkedin.com/company/sallydarkrides [https://www.linkedin.com/company/sallydarkrides]   Primary Keywords: Kings Island, Phantom Theater Opening Nightmare, Sally Dark Rides, Drew Edward Hunter, Themed Entertainment Design, Dark Ride Technology, Theme Park Industry, Attraction Design, Kings Island History, Animatronics. Secondary Keywords: IAAPA, Theme Park Podcast, Creative Lead, Experience Design, Regional Parks, The Maestro, Haunted Attractions, Amusement Park Business.   #KingsIsland #SallyDarkRides #ThemedEntertainment #DarkRide #PhantomTheater #ThemeParkIndustry #ExperienceDesign #AmusementPark #AttractionsGroup #Imagineering #IAAPA #KingsIslandFans