Main caption: Delaware North Parks and Resorts leaders are pictured at Kennedy Space Center Visitor Complex in Florida during a recent visit where they learned more about the team member and guest experience as they “walked the GuestPath.” Pictured from left to right are Brian Sterner, vice president of food & beverage; Donna Genesky, vice president of retail; Lance Wellwood, vice president of operations; Kent Leininger, director of human resources; Derek Zwickey, chief operating officer for Parks; Therrin Protze, chief operating officer of the visitor complex; Kelly Doyle, director of business development; and Jim McGrath, vice president of operations.
Delaware North’s Parks and Resorts division operates at iconic destinations that attract guests from across the globe, and team members play an important role in providing those guests with memorable hospitality.
Several leaders from Parks and Resorts recently went behind the scenes to “Walk the GuestPath” at Kennedy Space Center Visitor Complex, which Delaware North operates for NASA on Florida’s Space Coast.
In partnership with the Customer Experience (CX) team led by Director Marcus Story, the leaders each worked in a guest-facing position, including in the retail shop and at various attractions at the visitor complex, where they had the opportunity to interact with both team members and guests.
Parks and Resorts leaders, including Derek Zwickey (center), chief operating officer for Parks, worked in guest-facing positions at Kennedy Space Center Visitor Complex. Pictured at left are Donna Genesky, vice president of retail, and Andrea Ochoa, team member at the visitor complex. Pictured at right are Toni Hudson, team member at the visitor complex, and Lance Wellwood, vice president of operations for Parks.
The program provides leaders with an opportunity to better understand the team member and guest experience and identify areas that can be enhanced.
“Creating memorable and meaningful experiences for our customers is at the forefront of what we do, and we were happy to partner with the Parks and Resorts team at the visitor complex,” Story said. “By ‘Walking the GuestPath,’ the leaders gained valuable insights that will ultimately enhance the experience for both team members and guests.”
Parks and Resorts leaders that participated in the “Walk the GuestPath” program at the visitor complex included:
- Kelly Doyle, director of business development
- Donna Genesky, vice president of retail
- Kent Leininger, director of human resources
- Jim McGrath, vice president of operations
- Therrin Protze, chief operating officer at the visitor complex
- Brian Sterner, vice president of food & beverage
- Lance Wellwood, vice president of operations
- Derek Zwickey, chief operating officer for Parks and Resorts
The “Walk the GuestPath” program at Kennedy Space Center Visitor Complex was a collaboration between the Parks and Resorts, Customer Experience (CX) and visitor complex teams. Pictured above are (from left to right) Marcus Story, director of CX; Stephanie Parish-Kalish, guest experience manager at the visitor complex; and Lauren Wier, CX business partner.