Published: September 8, 2013 at 4:22 PMI would love to hear your thoughts on how the Orlando parks compare with the different regions that you spoke of throughout the country.
Published: September 8, 2013 at 4:35 PMI haven't necessarily noticed this but I wonder what sort of security techniques the big guns (Disney, Universal) are employing that allow them to bypass these more aggressive measures (metal detectors, etc). Obviously security is really tight at Disney, for example, but I've never felt unwelcome.
Published: September 8, 2013 at 6:57 PMI've actually never visited any of the theme parks in Orlando. The only time I ever set foot in Florida was over the Christmas holidays last year, when I made a spur of the moment decision to go to Busch Gardens Tampa, as theme parks in my area were closed for the season and I was dying to ride a roller coaster. This park was fine although I thought that it was vastly overpriced.
I should clarify something. When I say that a park is unwelcoming, that's not the same thing as saying that I'm not welcome. The point I was trying to make is that metal detectors are not exactly welcoming and what I didn't say is that at my home park, I was subjected to interrogation about articles I had on my person and on one occasion had to go through the metal detector repeatedly until staff figured out that it was the metal studs on my jacket that were setting it off. I've had my fill of metal detectors at airports so having to deal with them at theme parks is an additional burden. I haven't looked at the statistics about crime at theme parks but most of them seem to operate successfully without metal detectors.
Published: September 8, 2013 at 7:14 PMJust thought I would let you know that Pilgrim's Plunge has changed its name to Giraffica, and incorporated into the water park section of Holiday World. It is currently closed for the season
Published: September 8, 2013 at 7:23 PMI noticed that some of the writer's visits seemed to be as either as a journalist and/or representative of TPI or some other organization. As a working journalist who's visited parks that way as well as visiting as a typical, paying parkgoer, the treatment (and subsequent overall experience) can vary greatly depending on whether I approached the park as a member of the media or simply went up to the gate and paid for entry.
Published: September 8, 2013 at 7:29 PMSilver Dollar City by far is the nicest and friendliest theme park I have ever been. It is a totally relaxing environment and the grounds are so well kept.
Published: September 8, 2013 at 7:31 PMTheme park security can actually be a complicated endeavor. It has to take into account regional location, times of day/seasons, demographics to a lesser extent but most of all available resources, size of the parks and crowd sizes.
Smaller or lesser known/frequented parks will have lighter security most of the time.
The bigger the park or the more traffic there is the higher the levels of security presence. Part of what you're seeing when you're comparing things like Six Flags with Disney and Universal is that the "giants" are outliers when it comes to resources.
In other words the security is definitely there but it's less obvious at the perimeters of the park (e.g. metal detectors, bag searches, etc.) because there is a heavier presence INSIDE the park. The Disney's and Universal's have more security personnel patrolling and use more technology such as CCTV (whether you see it or not) which allows them to respond more quickly in the event something does happen inside the gates.
That manpower isn't always present in the smaller or more regional parks so you see a more intensified effort at the perimeters of the parks to make sure that anything that might pose a threat is prevented from entering the parks in the first place.
In the security field we call this a hard outer shell and soft chewy center.
Published: September 8, 2013 at 9:08 PMFirst off, I was so excited to see a new Bobbi Butterfield column...I just LOVE how you write, Bobbi. Wish you posted something weekly!!! I agree with a lot of what you have said and can offer my personal experiences. I primarily go to Disney parks but every other year or so end up at a Six Flags because my husband's company does a summer employee picnic at one (in the Midwest). So, I have experience with Florida, California, and Midwestern parks.
California = I notice at Disneyland and DCA that the energy from both the guests and the cast members is very different from Florida. I think that this is because Disneyland is so close to Los Angeles (which I think is the second biggest city around these days, after New York). I've always found everyone in the California parks to be really nice and pleasant, but not intrusive. This is hard to explain, but in the Midwest strangers will talk to you and go on for a while because I think people just like to talk more in the Midwest. In New York, I notice they are very brusque and aren't really that engaging. At the California parks I think it's somewhat in the middle because people will be nice and will answer questions but I don't think they engage you or start up conversations. They kind of mind their own business in a nice way. I also notice that people in the California parks seem to be more California residents and less people from all over the place. I saw a lot of young couples on dates at Disneyland and DCA...but in WDW and other Florida parks it feels like everyone is on vacation from somewhere else.
Florida = I don't think the cast members in the Florida parks are as nice as the ones in California. It also feels like the people working at Disney parks in Florida are doing it just for the job and the pay whereas a lot of people in the California park seemed to be working at Disneyland for the fun and bragging rights of it, or as a temporary thing they are doing for the life experience before doing something else. Kind of like they are doing a "gap year" and making a little money while doing a cool life experience thing. In Florida, some of the Disney cast members have reminded me of people who work in the DMV back home...like they need the job and are only doing the job because they couldn't find anything else. I've just never been to WDW and walked away thinking "these people really love working here". They actually remind me of people working at Wal-Mart or Target or the movie theater in Orlando...like, the same people could be bussed around from one place to another and no one would notice. But the California Disney employees really seemed to be into the Disney spirit and having fun in their jobs.
Midwest parks = I think this is similar to the Florida thing I noticed where people are working there and just seem to be collecting checks. But there's also no big bragging rights to ever say "I worked at Six Flags for a while". That's not a conversation starter or something that will get people's ears perked up like saying you worked at Disneyland. I don't think tourists fly from miles away to go to a Six Flags in the Midwest, so it's a mix of families from around the state and also teenagers on dates who live close by. I feel like the workers and the guests in a Midwest theme park are the same people you would see at the mall one town over. They might go to the park this weekend and then next weekend they would be the people going to a football game or to a rib cookoff of or something. I don't think there's any expectation of spectacular service and that Midwestern parks can get away with being "good enough". They are a lot cheaper than Disney and no one will ever say anything like "I've been saving up to come to Six Flags and this is special to my family!". The food is cafeteria-grade theme park food that is overpriced and no one blinks because it's like food you'd find at a movie theater concession stand. As long as the employees are all about as friendly as those at the movie theater or Wal-Mart or the DMV then no one will ever complain.
I can only speak for myself, but I think my expectations are highest for Disneyland because that's Walt's original park and it has a magic to it. DCA was such a lackluster disaster for so long that I have no real expectations for it...which is why I about had a heart attack when I visited Buena Vista Street and Cars Land. Really took my breath away and DCA now finally feels like a Disney park, and not a Six Flags. When I go to the Disney California parks I have the expectation that they really will be the happiest places on Earth that day...and that everyone I encounter will be smiling and happy and polite.
With the Florida parks, I expect people to be worn out and tired from being on vacation. I expect lots of kids, some of whom are tired and thus bratty. I expect the cast members to be overweight, sweaty, and look like this will be the only job they ever have for the rest of their lives. The Florida WDW employees have always felt like they were a tier or two below the California ones because it just feels like the California ones are destined for more in life and their time working at Disney is just a bullet point on their resumes in the end, instead of being "lifers" like in Florida.
My only expectation going to a Midwestern theme park is that my family will ride some rides, eat sugary and fried foods, have minimal interactions with employees or other guests, and that we will leave uninjured, a little sunburned, and tired from a day out at the park. If no one is actively rude to us and if none of my family is cut or otherwise hurt on rides then it was a great day at Six Flags for us. But I expect so much more from a Disney park.
Published: September 9, 2013 at 1:11 AMI wonder how many of the pre-entrance searches actually turn up anything dangerous. At the parks I've been to where they do searches I find them to be more annoying than anything, making it take longer to get into the park and not really accomplishing much. I'm glad that Cedar Point hasn't resorted to them- yet. Perhaps it is its location in the relatively small town of Sandusky, Ohio, an hour from any major metropolitan area. On that note, this summer, when I visited Lakeside Amusement Park in Denver, there was no pre-admission security search, and that park is located in a high-crime area of Denver. Locals call it the "ghetto" park because of lots of gang activity in the surrounding area, and the low admission price ($2.50) invites the local gangs to hang out there for something to do. Even then, I didn't see any gangs nor felt threatened or in danger at any time.
Published: September 9, 2013 at 7:13 AMI must agree that from my experience, I find this observation to be quite accurate. I travel a lot for work and it often times feels like it's easier for me to get on a plane than it is to get into my local park, Six Flags Magic Mountain.
Even if this were true, I think it's still a matter of training, and more importantly, whether or not the park cares. Disney puts their employees through extensive training on how to interact with and take care of their guests. You will almost never encounter a rude or indifferent employee. Six Flags employees don't get that same kind of training. They're basically shown how to perform their duties, but not how to make each guest feel like they're on a pedestal. That's not to say you won't encounter some friendly Six Flags employees, because you will. It's just that it's the exception and not the rule. If Six Flags wanted to spend the time and money on training and enforcement, there's absolutely no reason they couldn't have some of the friendliest employees in the industry as well. It's just not a priority for them.
Published: September 9, 2013 at 2:41 PMTo the one who made the negative comments about the WDW cast members: I have been to WDW 21 times and have never felt that way about the cast members. They always seem very welcoming and very interested in helping the guests no matter the situation. I always wish that more people in other parks and other places were more like them.
Published: September 10, 2013 at 9:49 AMI really enjoyed this article, and was actually thinking about this on a recent trip to Six Flags Great Adventure. I do find it interesting the different attitudes parks have towards their visitors. Six Flags universally treats guests like a blank check. They do whatever they can to separate them from as much money as possible before they leave the park, and have no expectation for that visitor to return. Cedar Fair is a bit of a hybrid. They certainly expect guests to fork over the cash, but they at least make visible attempts to give guests value for their money and make strides to attempt to encourage guests to return. Disney and Universal are all about the return experience. While both chains will gladly take as much money as you're willing to fork over, they want you to come back again to spend more money. Sea World is somewhere in the middle, but lean more towards the Disney/Universal model.
The biggest thing I see is in the park employee-guest interaction. Six Flags employees are part time employees there to earn a few bucks over the summer. They have very little interest in the park, and most of them will never come back to the park after their summer job. This carries over into their interaction with guests that is either forced (high-5's at ride exits and fake enthusiasm) or distant (I'm just here to do my job and go home). There's no incentive for these employees to perform better or to go above and beyond, so they do what's asked of them and that's it. Unfortunately, it's a function of their niche in the industry. Six Flags rely on that part-time high school and college student employee base, which has very little loyalty and very little incentive to do more than what's asked. The real question is, is there a way to get more out of these people? While there are few hours available in the off-season, can Six Flags find incentives to keep strong employees coming back, particularly ones that may be majoring in marketing, tourism, or hospitality. Six Flags typically incentivizes their employees with free admission along with guest and family admission passes. What about exchanging those incentives for a few bucks in the off-season for high achievers, and letting them be part of the real park operations like planning, marketing, and design so they return in future years or eventually become part of park management? When's the last time you went to a Six Flags park and saw the same person working there that was working somewhere in the park the previous season?
Cedar Fair has it a bit better because they have traditionally used foreign talent along with high school and college kids that are under contract for an entire operating season (or longer). While they have a situation that some may equate to slavery (they house much of their foreign employees on site), these employees tend to work very hard and relate well to guests. In my recent trip to Cedar Point, I saw a ride op that I remember working a ride 4 years ago. That continuity of staff makes a huge difference not only in labor costs, but in the way employees feel about the park.
Disney and Universal almost exclusively rely on full-time year-round talent. While both do dip into the park-time market, most of their employees have a vested interest in the success of the park. I think that is where we see the biggest difference in attitude. You can see this at other regional parks like Busch Gardens, Dollywood, and smaller parks like Hersheypark and Kennywood, where many of the same employees come back year after year, and take ownership of the park. Until Six Flags and other parks that work primarily with part-timers are able to get their employees to take a vested interested in the success of the park, guests will continue to be subjected to these dramatic differences in treatment.
Published: September 10, 2013 at 11:20 AMRussell Meyer's point about park employee-guest interaction is a very good one, especially as it applies to Six Flags parks. It's true that there isn't much incentive for the employees to perform beyond a certain level as things stand and Russell's ideas about how to give them more incentive are intriguing. I think that one thing the park could do is hire more retired people, who might feel more motivated and who could approach the job with a greater level of maturity. Of all the interactions I've had with park employees in my three years of being a season pass holder, those that stand out as memorable because they were so overwhelmingly positive involve a retired person named Steve who was stationed at the entrance to El Toro. A super friendly guy, he used to joke around with me and tell me bits about his life, such as that he'd recently gotten divorced and his wife had taken the Harley. I asked him whether he'd ridden El Toro and he said "My fat ass wouldn't fit on it." When I didn't see him for about a month I began to wonder what had happened; he eventually reappeared, telling me about his medical emergency that resulted in hospitalization and would have killed him had he not been hospitalized when he was. I never saw him again. I asked other park employees about him but there are so many that no-one knew whom I was talking about. To this day I wonder what happened to Steve and hope that it wasn't anything catastrophic.
Published: September 10, 2013 at 11:24 AMI was in Dollywood last month, and my visit was great from the start. Everyone in the region in general was friendly and helpful. The same with my trip to Silver Dollar City two years back. A much more pleasant experience than other parks I've visited. Although I still love Universal, Disney, and my home parks here in Virginia, the experience of was just very unique at the Herschend parks.
Published: September 12, 2013 at 4:26 AMCultures are different, even within big countries that speak the same language. And no, the other guys culture is not inheritly infirior, or less nice, just different. Sometimes the funniest stuff happens between the more similar cultures because no ones expecting problems.