This document provides an overview of topics in theme park management presented by Dr. Martin Lewison. It includes details about the speaker's background and experience visiting theme parks. Statistics are presented on the top amusement parks globally by number of visitors. Major theme park operators and ride manufacturers are also listed. The document discusses factors that influence guest satisfaction and strategies parks use to enhance safety and manage wait times.
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Topics in Theme Park Management
1. Topics in Theme Park
Management
Dr. Martin Lewison
Hotelschool Den Haag
2. Speaker’s Background
• A.B., Columbia University, Economics
• Ph.D., Business Administration, Katz Graduate
School of Business, University of Pittsburgh
• University of Pittsburgh, University of
Tennessee, University of Arkansas-Monticello
• Standard & Poor’s Structured Finance
• Hotelschool The Hague
Martin Lewison, Ph.D. - Hotelschool The
Hague
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3. Parks Visited in 2010: Heavy User
• Plopsaland Indoor Hasselt (BE)
• Disneyland (CA)
• Disney’s California Adventure
• Universal Studios Hollywood
• Six Flags Magic Mountain
• Knott’s Berry Farm
• Alton Towers (UK)
• Camelot Theme Park
• Lightwater Valley
• Pleasure Island Theme Park
• Fantasy Island
• Botton’s Pleasure Beach
• Drayton Manor
• West Midlands Safari & Leisure Park
• Blackbeard’s Cave Family Entertainment Center (NJ)
• Funtown Pier
• Jenkinson’s Boardwalk
• Keansburg Amusement Park
• BonBon Land (Denmark)
• Bakken
• Tivoli Gardens
• Fun City (Sweden)
• Liseberg
• Fårup Sommerland (Denmark)
• Tivoli Karolinelund
• Tivoli Friheden
• Djurs Sommerland
• Six Flags America (MD)
• Canobie Lake Park (NH)
• Efteling (NL)
• Wild Adventures (GA)
• Dixieland
• Six Flags Over Georgia
• Luna Park Coney Island (NY)
• Great Escape & Splashwater Kingdom
• Magic Forest Park
• Hoffman’s Playland
• Jeepers!
• Clementon Park (NJ)
• Schlitterbahn* (TX)
• SeaWorld San Antonio
• Six Flags Fiesta Texas
• Nickelodeon Universe (MN)
• Adventureland (IA)
• Worlds of Fun (MO)
• Silver Dollar City
• Six Flags St. Louis
• Holiday World (IN)
• Indiana Beach
• Six Flags Great America (IL)
• Mt. Olympus Water & Theme Park (WI)
• Timber Falls Adventure Park
• Knucklehead’s Bowling & Family Entertainment
• Valleyfair! (MN)
• Speelpark Duinen Zathe (Friesland)
• Speelstad Oranje (Drenthe)
• Drouwenerzand Attractiepark
• Hansa Park (Germany)
• Heide Park
• Wiener Prater (Austria)
• Vidámpark (Hungary)
• Sea World Orlando (FL)
• Universal Studios Islands of Adventure
• Universal Studios Florida
• Walt Disney World - Magic Kingdom
• Old Town
• Fun Spot
• Busch Gardens Africa
• Walt Disney World - EPCOT
• Parque Warner Madrid
• Parque de Atracciones Madrid
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Martin Lewison, Ph.D. - Hotelschool The
Hague
5. • Plopsaland Indoor Coevorden
• Legoland California
• Sea World San Diego
• Belmont Park
• Efteling
• Farglory Ocean Park
• Leofoo Village Theme Park
• Window on China Theme Park
• Shan GriLa Paradise
• Discovery World
• Atayal Resort
• Janfusun Fancyworld
• Formosan Aboriginal Culture Village
• E-DA Theme Park
• Linnanmäki
• Särkänniemi Amusement Park
• Gröna Lund
• TusenFryd
• Six Flags Great Adventure
• Scream Zone, Coney Island
• Adventurers Family Entertainment Center
• Walibi Holland
• Speelpark Oud Valkeveen
• Sybrandy’s Speelpark
• Bellewaerde Park
• Boudewijn Seapark
• Six Flags Over Georgia
• Lake Winnie
• Kings Dominion
• Quassy Amusement Park
• Canada’s Wonderland
• Bowcraft
• Victorian Gardens
• Wild Waves
• Six Flags Great Adventure
• Morey’s Piers
• Clementon Park
• Knoebel’s
• Hersheypark
• Dorney Park
• Jungle Jack’s Landing
• Kennywood
• Kings Island
• Cedar Point
• Terra Mitica
• Parque de Atracciones de Zaragoza
• Festilandia
• John’s Incredible Pizza (Riverside, CA)
• Castle Amusement Park
• Scandia Amusement Park
• Adventure City
• Pacific Park
• Six Flags Magic Mountain
• Disneyland
• Disney California Adventure
• Universal Studios Hollywood
• John’s Incredible Pizza (Roseville, CA)
• Fun Town at Micke Grove
• Oakland Zoo
• Happy Hollow Zoo and Park
• Walt Disney World
Parks Visited in 2011: Heavy User
• Busch Gardens Tampa
• EPCOT
• Magic Kingdom
• Busch Gardens Tampa
• Kinderstad Heerlen
• Phantasialand
• Mondo Verde
• Xetulul
6. 2012
• Mundo Petapa
• Parque de Diversiones Dr. Roberto Ortiz Brenes
• Uncle Bernie's Theme Park
• Magic Kingdom
• Disney’s Animal Kingdom
• Disney’s Hollywood Studios
• EPCOT
• Legoland Floria
• Duinrell
• Zoosafari e Fasanolandia
• Miragica
• Gomma Park
• Liberty City Fun
• Arcolandia
• Edenlandia
• Magic World
• Rainbow Magicland
• Zoomarine
• Italia in Miniatura
• Fiabilandia
• Mirabilandia
• Mundo Petapa
• Gardaland
• Canevaworld Movieland Studios
7. Member of:
• American Coaster Enthusiasts (ACE)
• European Coaster Club (ECC)
• Theme Park Review (Club TPR)
• Dark Ride and Funhouse Enthusiasts (DAFE)
• International Association of Amusement Parks
and Attractions (IAAPA)
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Hague
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8. What do you know about the
amusement industry?
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Martin Lewison, Ph.D. - Hotelschool The
Hague
9. What are the top 5 (2010) amusement
parks in the world in number of
visitors?
1. Magic Kingdom,
WDW, Florida
• 16.972 million
visitors
2. Disneyland,
California
• 15.98 million
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Martin Lewison, Ph.D. - Hotelschool The
Hague
10. What are the top 5 amusement parks
in the world?
3. Tokyo
Disneyland
• 14.452 million
4. Tokyo Disney
Sea
• 12.663 million
5. EPCOT, WDW
• 10.825 million
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Martin Lewison, Ph.D. - Hotelschool The
Hague
11. Global Top 25 in terms of visitors
1. Magic Kingdom-WDW
2. Disneyland
3. Tokyo Disneyland
4. Tokyo Disney Sea
5. EPCOT-WDW
6. Disneyland Paris
7. Disney’s Animal Kingdom-WDW
8. Disney’s Hollywood Studios-
WDW
9. Universal Studios Japan
10. Everland, South Korea
11. Disney’s California Adventure
12. Universal Islands of Adventure
13. Universal Studios Orlando
14. Lotte World, South Korea
15. Hong Kong Disneyland
16. SeaWorld Orlando
17. Ocean Park, Hong Kong
18. Universal Studios
Hollywood
19. Walt Disney Studios,
Paris
20. Nagashima Spa Land
21. Europa Park, Germany
22. Busch Gardens Africa,
Tampa
23. Yokohama Sea Paradise
24. De Efteling, NL
25. Sea World, San Diego
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14. Top Chains (2009)
1. Disney
– 119 million visitors
2. Merlin Entertainment
– 38.5 million visitors
3. Parques Reunidos
– 28.9 million visitors
4. Six Flags
– 23.8 millions visitors
5. Universal
– 23.7 million visitors
6. SeaWorld Parks &
Entertainment
– 23.5 million visitors
7. Cedar Fair
– 21.1 million visitors
8. OCT Parks China
– 15.8 million
9. Compangie des Alpes
– 10 million
10. Aspro Group
– 8.2 million
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15. Amusement Parks in Top 20 Visitor
Attractions in Nederland
1. De Efteling
3. Attractiepark
Slagharen
7. Duinrell &
Tikibad
14. Walibi World
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Martin Lewison, Ph.D. - Hotelschool The
Hague
16. Top Parks in Europe (2010)
1. Disneyland Park at DIsneyland Paris, Marne-la-Vallee, France
2. Walt Disney Studios Park at Disneyland Paris, Marne-la-Vallee, France
3. Europa Park, Rust, Germany
4. De Efteling, Kaatsheuvel, Netherlands
5. Tivoli Gardens, Copenhagen, Denmark
6. Port Aventura, Salou, Spain
7. Liseberg, Gothenburg, Sweden
8. Gardaland, Castelnuovo del Garda, Italy
9. Alton Towers, Staffordshire, UK
10. Legoland Windsor, Windsor, UK
11. Thorpe Park, Chertsey, UK
12. Phantasialand, Brühl, Germany
13. Futuroscope, Poitiers, France
14. Parc Astérix, Plailly, France
15. Legoland Billund, Billund, Denmark
16. Mirabilandia, Savio, Italy
17. Slagharen, Netherlands
18. Flamingoland, Malton, UK
19. Heide Park, Soltau, Germany
20. Parque de Attraciones, Madrid, Spain
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Martin Lewison, Ph.D. - Hotelschool The
Hague
17. WHO MAKES THE RIDES?
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Martin Lewison, Ph.D. - Hotelschool The
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18. Product Key – Wood Coaster
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Hague
19. Product Key – Steel Coaster
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Martin Lewison, Ph.D. - Hotelschool The
Hague
29. Attraction Makers
• Great Coasters International (USA) - W
• Gravity Group (USA) -W
• Mack (Germany) – S, F, D
• S&S (USA) – W, S, F
• Vekoma (NL) - S
• Zamperla (Italy) - S, F
• Gerstlauer (Germany) – S, F
• Golden Horse (China) – S, F, D
• Maurer (Germany) - S
• Sally Corp. (USA) - D
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Martin Lewison, Ph.D. - Hotelschool The
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30. What’s the oldest amusement park in
the world?
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Martin Lewison, Ph.D. - Hotelschool The
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31. What is the economic impact of the
amusement park industry in Europe?
•€8.600.000.000
in 2008
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Martin Lewison, Ph.D. - Hotelschool The
Hague
33. Disney Wonderfulness is SVP Chain
Evidence?
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Martin Lewison, Ph.D. - Hotelschool The
Hague
34. Disney Employees = Not Happy
• Recent Labor Unrest
– Mouse Trapped 2010
• 1941 Cartoonists Strike
• Disneyland strikes in 1970
and 1984
• Disneyland Paris strike in
1999
• Disneyland Hotel workers
hunger strike in Feb and 1-
Day strike in Jun 2010
• Reached labor agreement
25 February 2011 in
Orlando
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Martin Lewison, Ph.D. - Hotelschool The
Hague
35. Limitations of Service Value Profit
Chain Model
• Level of service can be independent of
employee satisfaction with remuneration,
conditions, etc.
– Workplace and Job Design
– Development
– Rewards and Recognition
• Employee may get alternative rewards
• Other factors may go into guest satisfaction
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36. What are some determinants of guest
satisfaction?
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37. Pricing and Value for Money
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59. 2011 Accidents
• June 6: 7 injured on roller
coaster at Cedar Point
• June 4: Girl killed by fall
from Ferris Wheel at
Morey’s Piers
• June 4: 17 injured by
improperly tethered
inflatables (NY)
• April 26: 4 injured on Big
Thunder Mountain at Paris
Disneyland
• May 16: Man has fatal heart
attack on Black Mamba,
Phantasialand
• April 20: Boy killed after
falling from kiddie roller
coaster (Chicago)
• March 20: Man dies after
fall from Houston
rollercoaster
• March 19: 1 dead, 28
children injured when
miniature train derails
• March 14: Worker killed at
Disney’s Animal
Kingdom,Primeval Whirl
• January 30: Man killed on
coaster in Japan
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63. Best Practice
• Industry has a great safety record
– USA: 4.4 injuries per million attendance, or 0.6
injuries per million rides
– 6% of injuries considered “serious”
– Annual average is 2 deaths per year on fixed rides
• By comparison approx. 40,000 Americans die each year
in automobiles
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The point of this is that I’m one of the clients and I can talk about guest satisfaction from the perspective of the customer. Presumably you’re trying to make the customer happy and in this industry, the level of service required to be an industry leader beyond any level of service you’ve ever imagined.
The 71 does not include Schlitterbahn.
Industry is expected to generate $29.5 billion by 2015
Universal IOA hit 11.2 million visitors in 2010, an increase of 2 million guests in a single year
Annual revenue $1.1 billion in 2010
http://abcnews.go.com/Travel/wireStory?id=12343618
Orlando Sentinel, 22/8/2011
Orlando Sentinel Nov. 26, 2010, May 13, 2011
Comcast Year End Results, 2011
36% increase in attendance at Universal Islands of Adventure over same Q3 20091
46% increase over Q4 2009
68% increase in attendance over Q1 20103, $45.8b profit Q1 2011
11.2 million visitors and $1.1 billion revenue2 (from 16th to 6th!)
Orlando Hotels Occupancy up from 73.5% to 77.2%, ADR up 2.8%2
By comparison, WDW summer attendance equaled previous year3
Blackstone sells its half to Comcast for $1.025 Billion
Universal Theme Park Revenue increases from $1.6 (2010) to $2 (2011) billion, or 24.3%4
Q1 2012 Theme Park Revenue up from 390mm to 412mm, more per capita spending
Building into the other park and now Universal Studios Japan
Merlin: Dungeons, SeaLife, Alton Towers, London Eye, Madame Tussaud’s, Legoland, owned by Blackstone
Parques Reunidos: Bobbejaanland, TusenFryd, Kennywood, Madrid parks
Six Flags: 14 parks + waterparks
Cedar Fair: 11 parks + waterparks
Happy Valley at least 4
Compagnie des Alpes, ski resorts, + Walibi, Bellewaerde, Dolfinarium, Parc Asterix
Aspro: Deltapark Neeltje Jans, Boudewijn Seapark, Oakwood
Including Carousels, Ferris wheels, plus monorails, etc.
Major players, many other vendors, and parks sometimes design their own attractions
Opened in 1583
This is direct in-park spending by guests and does not include tangential spending on, e.g., transportation.
SVP Chain: Invest in your employees and that will lead to guest satisfaction and profits
Disney service is superb. Evidence that the Service Profit Chain works?
Disney Dollars are a form of corporate scrip or tokens or currency used at Disney theme parks, the Disney Store, and at one time certain parts of Castaway Cay, the Disney cruise-line's private island
$59.99 + tax tax if you buy four or more, plus parking included if you process before season end. About €42 for the entire season including free parking. This gets you into 13 different parks with free parking.
Disneyland 1 Day from $79-$87 (For a family of four, that’s €237!), children 3-9 $68-$74 (EUR1 = US$1.44). Now $80 at Disneyland. Matched by Universal and Sea World. Slagharen successfully tried variable pricing this year and found that it smoothed their attendance and enabled them to staff more efficiently as more people bought their tickets on the internet. €57 is the one day one ticket price for Disneyland Paris. €34 during high season at Efteling.
Queuing is a function of capacity and operations efficiency as well as ride popularity. Rides usually peak in first few years, but often remain enormously popular over long periods.
There is an issue about whether q-bots and other queue products are fair. What do you think? Same wait time fair, shorter wait time not fair?
Ethical issues of queuing products? Does Disney have the best solution?
Nothing kills enthusiasm for the theme park more than an accident. Guests need to feel safe. Sometimes accidents are serious, sometimes deadly. Sometimes it’s the park’s fault, guest’s fault, manufacturer’s fault. It doesn’t matter, it hurts the park’s attendance.
July
$100 for the robe, $30 for the scarf
Environment: Serious issues with relation to environmental destruction during development, huge power use, water, garbage generation.
Theme parks create escape from reality
Some parks are trying to deal with environmental issues, in symbolic ways with Pandadroom at Efteling, or Disney’s Animal Kingdom
..or with operational changes. Disney last year announced 50% reduction in greenhouse gases over the next five years. June 18, 2009
SIX FLAGS LAUNCHES GREEN INITIATIVE
World's Largest Theme Park Company Committed to Protecting the Environment
Six Flags, Inc., (OTC Bulletin Board: SIXF) announced today a company-wide green initiative to reduce electricity, fuel use and waste while helping to protect the watersheds and ecosystems across theme park and water park locations.Already undertaking several innovative efforts to improve the energy performance of park operations, Six Flags is embarking on a groundbreaking pilot program at four parks. All vehicles and trains that operate on diesel fuel will instead be powered by used vegetable oil generated in Six Flags kitchens. Additional proactive savings in energy consumption will be achieved through the use of LED lamps and lights throughout each park resulting in reduced indirect green house gas emissions from electricity consumption.“Six Flags is taking aggressive steps to help protect and preserve the environment for future generations,” said Mark Shapiro, Six Flags President and CEO. “These programs will help safeguard the planet and create lasting partnerships with the communities where we live and work.”Six Flags is also committed to dramatic recycling and waste handling. Collaborating with corporate partner, Coca-Cola, over 3,000 recycle bins have already been placed in all Six Flags parks.“We envision a world where our packaging is not seen as trash, but as a valuable resource that can be re-used to produce a number of products, from new beverage containers to shirts and bags,” said John Burgess, President and CEO, Coca-Cola Recycling. “This extensive recycling program is a great way for Six Flags guests and Team Members to help support the environment.”Other initiatives include:
The installation of low-flow, high efficiency water fixtures throughout the parks
The purchase of fuel efficient vehicles to replace older models
The use of water saving plants and groundcover at all parks
Paper recycling programs at all parks
In addition, Six Flags is launching a comprehensive review of a new solar energy strategy. By using existing available land surrounding a number of parks, Six Flags would be able to create solar panel farms to supply the parks with clean energy and reduce the amount of electricity purchased.About Six Flags:Six Flags, Inc. is a publicly-traded corporation (OTC Bulletin Board: SIXF) headquartered in New York City and is the world's largest regional theme park company with 20 parks across the United States, Mexico and Canada.
Feb 2010 at Sea World Orlando
Disneyland Parc Paris
Disneyland Parc Paris
Free soda at some parks
Junk food
Fried Cheese Curds
Salads at Holiday World
Healthy Choice Concessions at Six Flags Discovery Kingdom
More choices: from fine dining to healthy
Thanksgiving Dinner at The Flying Fish, Disney’s Boardwalk, WDW Orlando