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Topics in Theme Park Management

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A presentation given to students in the Running an International Business course at Hotelschool the Hague.

A presentation given to students in the Running an International Business course at Hotelschool the Hague.

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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 yearAnnual revenue $1.1 billion in 2010
  • http://abcnews.go.com/Travel/wireStory?id=12343618Orlando Sentinel, 22/8/2011Orlando Sentinel Nov. 26, 2010, May 13, 2011Comcast Year End Results, 201136% increase in attendance at Universal Islands of Adventure over same Q3 2009146% increase over Q4 200968% increase in attendance over Q1 20103, $45.8b profit Q1 201111.2 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%2By comparison, WDW summer attendance equaled previous year3Blackstone sells its half to Comcast for $1.025 BillionUniversal Theme Park Revenue increases from $1.6 (2010) to $2 (2011) billion, or 24.3%4Q1 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 BlackstoneParquesReunidos: Bobbejaanland, TusenFryd, Kennywood, Madrid parksSix Flags: 14 parks + waterparksCedar Fair: 11 parks + waterparksHappy Valley at least 4Compagnie des Alpes, ski resorts, + Walibi, Bellewaerde, Dolfinarium, ParcAsterixAspro: DeltaparkNeeltjeJans, BoudewijnSeapark, Oakwood
  • Including Carousels, Ferris wheels, plus monorails, etc.
  • B&M-Super innovativeInverted coasters = 30-Floorless trains-Flying-Diving-Standup
  • http://www.youtube.com/v/xTNcnJS-a2M&feature=fvsr
  • 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 realitySome 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, 2009SIX FLAGS LAUNCHES GREEN INITIATIVEWorld's Largest Theme Park Company Committed to Protecting the EnvironmentSix 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
  • DisneylandParc 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 healthyThanksgiving Dinner at The Flying Fish, Disney’s Boardwalk, WDW Orlando
  • Efteling Hotel 1950’s Room
  • Buffalo Bill’s,Primm, Nevada
  • Animal Kingdom Lodge

Transcript

  • 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 2 Hague
  • 3. • Plopsaland Indoor Hasselt (BE)•• Disneyland (CA) Parks Visited in 2010: Heavy User Disney’s California Adventure • Jeepers!• Universal Studios Hollywood• Six Flags Magic Mountain • Clementon Park (NJ)• Knott’s Berry Farm • Schlitterbahn* (TX)• Alton Towers (UK) • SeaWorld San Antonio• Camelot Theme Park • Six Flags Fiesta Texas• Lightwater Valley • Nickelodeon Universe (MN)• Pleasure Island Theme Park • Adventureland (IA)• Fantasy Island • Worlds of Fun (MO)• Botton’s Pleasure Beach • Silver Dollar City• Drayton Manor • Six Flags St. Louis• West Midlands Safari & Leisure Park • Holiday World (IN)• Blackbeard’s Cave Family Entertainment Center (NJ) • Indiana Beach• Funtown Pier • Six Flags Great America (IL)• Jenkinson’s Boardwalk • Mt. Olympus Water & Theme Park (WI)• Keansburg Amusement Park • Timber Falls Adventure Park• BonBon Land (Denmark) • Knucklehead’s Bowling & Family Entertainment• Bakken • Valleyfair! (MN)• Tivoli Gardens • Speelpark Duinen Zathe (Friesland)• Fun City (Sweden) • Speelstad Oranje (Drenthe)• Liseberg • Drouwenerzand Attractiepark• Fårup Sommerland (Denmark) • Hansa Park (Germany)• Tivoli Karolinelund • Heide Park• Tivoli Friheden • Wiener Prater (Austria)• Djurs Sommerland • Vidámpark (Hungary)• Six Flags America (MD) • Sea World Orlando (FL)• Canobie Lake Park (NH) • Universal Studios Islands of Adventure• Efteling (NL) • Universal Studios Florida• Wild Adventures (GA) • Walt Disney World - Magic Kingdom• Dixieland • Old Town• Six Flags Over Georgia • Fun Spot• Luna Park Coney Island (NY) • Busch Gardens Africa• Great Escape & Splashwater Kingdom • Walt Disney World - EPCOT• Magic Forest Park Martin Lewison, Ph.D.• - Hotelschool The Madrid Parque Warner 3• Hoffman’s Playland Hague• Parque de Atracciones Madrid
  • 4. Martin Lewison, Ph.D. - Hotelschool The 4 Hague
  • 5. • Plopsaland Indoor Coevorden Parks Visited in 2011: Heavy User • Victorian Gardens• Legoland California • Wild Waves • Busch Gardens Tampa• Sea World San Diego• Belmont Park • Six Flags Great Adventure • EPCOT • Morey’s Piers• Efteling • Magic Kingdom• Farglory Ocean Park • Clementon Park• Leofoo Village Theme Park • Knoebel’s • Busch Gardens Tampa• Window on China Theme Park • Hersheypark • Kinderstad Heerlen• Shan GriLa Paradise• Discovery World • Dorney Park • Phantasialand • Jungle Jack’s Landing• Atayal Resort • Mondo Verde• Janfusun Fancyworld • Kennywood• Formosan Aboriginal Culture Village • Kings Island • Xetulul• E-DA Theme Park • Cedar Point• Linnanmäki • Terra Mitica• Särkänniemi Amusement Park• Gröna Lund • Parque de Atracciones de Zaragoza• TusenFryd • Festilandia• Six Flags Great Adventure • John’s Incredible Pizza (Riverside, CA)• Scream Zone, Coney Island • Castle Amusement Park• Adventurers Family Entertainment Center • Scandia Amusement Park• Walibi Holland • Adventure City• Speelpark Oud Valkeveen • Pacific Park• Sybrandy’s Speelpark • Six Flags Magic Mountain• Bellewaerde Park • Disneyland• Boudewijn Seapark • Disney California Adventure• Six Flags Over Georgia • Universal Studios Hollywood• Lake Winnie • John’s Incredible Pizza (Roseville, CA)• Kings Dominion • Fun Town at Micke Grove• Quassy Amusement Park • Oakland Zoo• Canada’s Wonderland • Happy Hollow Zoo and Park• Bowcraft • Walt Disney World
  • 6. 2012• Mundo Petapa • Mundo Petapa• Parque de Diversiones Dr. Roberto Ortiz Brenes • Gardaland• Uncle Bernies Theme Park • Canevaworld Movieland Studios• 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
  • 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) Martin Lewison, Ph.D. - Hotelschool The 7 Hague
  • 8. What do you know about the amusement industry? Martin Lewison, Ph.D. - Hotelschool The 8 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, Calif ornia • 15.98 million Martin Lewison, Ph.D. - Hotelschool The 9 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 Martin Lewison, Ph.D. - Hotelschool The 10 Hague
  • 11. Global Top 25 in terms of visitors1. Magic Kingdom-WDW 16. SeaWorld Orlando2. Disneyland 17. Ocean Park, Hong Kong3. Tokyo Disneyland 18. Universal Studios4. Tokyo Disney Sea Hollywood5. EPCOT-WDW6. Disneyland Paris 19. Walt Disney7. Disney’s Animal Kingdom-WDW Studios, Paris8. Disney’s Hollywood Studios- 20. Nagashima Spa Land WDW 21. Europa Park, Germany9. Universal Studios Japan10. Everland, South Korea 22. Busch Gardens11. Disney’s California Adventure Africa, Tampa12. Universal Islands of Adventure 23. Yokohama Sea Paradise13. Universal Studios Orlando 24. De Efteling, NL14. Lotte World, South Korea 25. Sea World, San Diego15. Hong Kong Disneyland Martin Lewison, Ph.D. - Hotelschool The 11 Hague
  • 12. WWHP
  • 13. Kuka ArmMartin Lewison, Ph.D. - Hotelschool The 13 Hague
  • 14. Top Chains (2009)1. Disney 6. SeaWorld Parks & – 119 million visitors Entertainment2. Merlin Entertainment – 23.5 million visitors – 38.5 million visitors 7. Cedar Fair3. Parques Reunidos – 21.1 million visitors – 28.9 million visitors 8. OCT Parks China4. Six Flags – 15.8 million – 23.8 millions visitors 9. Compangie des Alpes5. Universal – 10 million – 23.7 million visitors 10. Aspro Group – 8.2 million Martin Lewison, Ph.D. - Hotelschool The 14 Hague
  • 15. Amusement Parks in Top 20 Visitor Attractions in Nederland1. De Efteling3. Attractiepark Slagharen7. Duinrell & Tikibad14. Walibi World Martin Lewison, Ph.D. - Hotelschool The 15 Hague
  • 16. Top Parks in Europe (2010)1. Disneyland Park at DIsneyland Paris, Marne-la-Vallee, France2. Walt Disney Studios Park at Disneyland Paris, Marne-la-Vallee, France3. Europa Park, Rust, Germany4. De Efteling, Kaatsheuvel, Netherlands5. Tivoli Gardens, Copenhagen, Denmark6. Port Aventura, Salou, Spain7. Liseberg, Gothenburg, Sweden8. Gardaland, Castelnuovo del Garda, Italy9. Alton Towers, Staffordshire, UK10. Legoland Windsor, Windsor, UK11. Thorpe Park, Chertsey, UK12. Phantasialand, Brühl, Germany13. Futuroscope, Poitiers, France14. Parc Astérix, Plailly, France15. Legoland Billund, Billund, Denmark16. Mirabilandia, Savio, Italy17. Slagharen, Netherlands18. Flamingoland, Malton, UK19. Heide Park, Soltau, Germany20. Parque de Attraciones, Madrid, Spain Martin Lewison, Ph.D. - Hotelschool The 16 Hague
  • 17. WHO MAKES THE RIDES? Martin Lewison, Ph.D. - Hotelschool The 17 Hague
  • 18. Product Key – Wood Coaster Martin Lewison, Ph.D. - Hotelschool The 18 Hague
  • 19. Product Key – Steel Coaster Martin Lewison, Ph.D. - Hotelschool The 19 Hague
  • 20. Product Key – Dark Ride 20
  • 21. Product Key – Flat Rides Martin Lewison, Ph.D. - Hotelschool The 21 Hague
  • 22. The Big Two in Steel: B&M Martin Lewison, Ph.D. - Hotelschool The 22 Hague
  • 23. Arrow Suspended Coaster Martin Lewison, Ph.D. - Hotelschool The 23 Hague
  • 24. B&M Inverted Coaster Martin Lewison, Ph.D. - Hotelschool The 24 Hague
  • 25. Martin Lewison, Ph.D. - Hotelschool The 25 Hague
  • 26. Martin Lewison, Ph.D. - Hotelschool The 26 Hague
  • 27. Martin Lewison, Ph.D. - Hotelschool The 27 Hague
  • 28. Intamin – S, W, D, F Martin Lewison, Ph.D. - Hotelschool The 28 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 Martin Lewison, Ph.D. - Hotelschool The 29 Hague
  • 30. What’s the oldest amusement park in the world? Martin Lewison, Ph.D. - Hotelschool The 30 Hague
  • 31. What is the economic impact of theamusement park industry in Europe?•€8.600.000.000 in 2008 Martin Lewison, Ph.D. - Hotelschool The 31 Hague
  • 32. Service Value Profit Chain Martin Lewison, Ph.D. - Hotelschool The 32 Hague
  • 33. Disney Wonderfulness is SVP Chain Evidence? Martin Lewison, Ph.D. - Hotelschool The 33 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 Martin Lewison, Ph.D. - Hotelschool The 34 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 Martin Lewison, Ph.D. - Hotelschool The 35 Hague
  • 36. What are some determinants of guest satisfaction? Martin Lewison, Ph.D. - Hotelschool The 36 Hague
  • 37. Pricing and Value for Money Martin Lewison, Ph.D. - Hotelschool The 37 Hague
  • 38. Martin Lewison, Ph.D. - Hotelschool The 38 Hague
  • 39. WDW raises prices$87€69 Martin Lewison, Ph.D. - Hotelschool The 39 Hague
  • 40. Best Practice Martin Lewison, Ph.D. - Hotelschool The 40 Hague
  • 41. The Queue: Island of Adventure 18-06-2010 Martin Lewison, Ph.D. - Hotelschool The 41 Hague
  • 42. The Queue: Six Flags Over Texas 14-05-2011Martin Lewison, Ph.D. - Hotelschool The 42 Hague
  • 43. Martin Lewison, Ph.D. - Hotelschool The 43 Hague
  • 44. Martin Lewison, Ph.D. - Hotelschool The 44 Hague
  • 45. Lo-Q Bots Martin Lewison, Ph.D. - Hotelschool The 45 Hague
  • 46. Martin Lewison, Ph.D. - Hotelschool The 46 Hague
  • 47. Martin Lewison, Ph.D. - Hotelschool The 47 Hague
  • 48. Martin Lewison, Ph.D. - Hotelschool The Photo: Russell 48 Hague Davies
  • 49. Martin Lewison, Ph.D. - Hotelschool The 49 Hague
  • 50. Best PracticeMartin Lewison, Ph.D. - Hotelschool The 50 Hague
  • 51. Informing Guests About Wait Times Martin Lewison, Ph.D. - Hotelschool The 51 Hague
  • 52. Martin Lewison, Ph.D. - Hotelschool The 52 Hague
  • 53. Best Practice: Tip Board at EPCOT Martin Lewison, Ph.D. - Hotelschool The 53 Hague
  • 54. Tip Board at Disney’s Hollywood Studios Martin Lewison, Ph.D. - Hotelschool The 54 Hague
  • 55. Tip Board at Walt Disney Studios Paris Martin Lewison, Ph.D. - Hotelschool The 55 Hague
  • 56. Safety Martin Lewison, Ph.D. - Hotelschool The 56 Hague
  • 57. Martin Lewison, Ph.D. - Hotelschool The 57 Hague
  • 58. Extreme World, Wisconsin Dells Martin Lewison, Ph.D. - Hotelschool The 58 Hague
  • 59. 2011 Accidents• June 6: 7 injured on roller • April 20: Boy killed after coaster at Cedar Point falling from kiddie roller• June 4: Girl killed by fall coaster (Chicago) from Ferris Wheel at • March 20: Man dies after Morey’s Piers fall from Houston• June 4: 17 injured by rollercoaster improperly tethered • March 19: 1 dead, 28 inflatables (NY) children injured when• April 26: 4 injured on Big miniature train derails Thunder Mountain at Paris • March 14: Worker killed at Disneyland Disney’s Animal• May 16: Man has fatal heart Kingdom,Primeval Whirl attack on Black • January 30: Man killed on Mamba, Phantasialand coaster in Japan Martin Lewison, Ph.D. - Hotelschool The 59 Hague
  • 60. Darien Lake 2011 Martin Lewison, Ph.D. - Hotelschool The 60 Hague
  • 61. Martin Lewison, Ph.D. - Hotelschool The 61 Hague
  • 62. Martin Lewison, Ph.D. - Hotelschool The 62 Hague
  • 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 Martin Lewison, Ph.D. - Hotelschool The 63 Hague
  • 64. SignageMartin Lewison, Ph.D. - Hotelschool The 64 Hague
  • 65. Martin Lewison, Ph.D. - Hotelschool The 65 Hague
  • 66. Best Practice: Meet the Cast of the Disney Sign Shop Martin Lewison, Ph.D. - Hotelschool The 66 Hague
  • 67. Merchandising Martin Lewison, Ph.D. - Hotelschool The 67 Hague
  • 68. Best Practices: Connect with Fans Martin Lewison, Ph.D. - Hotelschool The 68 Hague
  • 69. Martin Lewison, Ph.D. - Hotelschool The 69 Hague
  • 70. Martin Lewison, Ph.D. - Hotelschool The 70 Hague
  • 71. Martin Lewison, Ph.D. - Hotelschool The 71 Hague
  • 72. Martin Lewison, Ph.D. - Hotelschool The 72 Hague
  • 73. Martin Lewison, Ph.D. - Hotelschool The 73 Hague
  • 74. Merchandise: Connect With Fans http://disneyparks.disney.go.com/blog/2010/0 9/wheres-scoop/ Martin Lewison, Ph.D. - Hotelschool The 74 Hague
  • 75. Martin Lewison, Ph.D. - Hotelschool The 75 Hague
  • 76. Martin Lewison, Ph.D. - Hotelschool The 76 Hague
  • 77. Duffy the Disney Bear? Martin Lewison, Ph.D. - Hotelschool The 77 Hague
  • 78. Environmental Issues Martin Lewison, Ph.D. - Hotelschool The 78 Hague
  • 79. Environmental Issues Martin Lewison, Ph.D. - Hotelschool The 79 Hague
  • 80. Environmental Issues Martin Lewison, Ph.D. - Hotelschool The 80 Hague
  • 81. CleanlinessMartin Lewison, Ph.D. - Hotelschool The 81 Hague
  • 82. ToiletsMartin Lewison, Ph.D. - Hotelschool The 82 Hague
  • 83. SmokingMartin Lewison, Ph.D. - Hotelschool The 83 Hague
  • 84. F&BMartin Lewison, Ph.D. - Hotelschool The 84 Hague
  • 85. F&BMartin Lewison, Ph.D. - Hotelschool The 85 Hague
  • 86. F&BMartin Lewison, Ph.D. - Hotelschool The 86 Hague
  • 87. F&BMartin Lewison, Ph.D. - Hotelschool The 87 Hague
  • 88. F&BMartin Lewison, Ph.D. - Hotelschool The 88 Hague
  • 89. Best Practices Martin Lewison, Ph.D. - Hotelschool The 89 Hague
  • 90. Martin Lewison, Ph.D. - Hotelschool The 90 Hague
  • 91. Martin Lewison, Ph.D. - Hotelschool The 91 Hague
  • 92. Martin Lewison, Ph.D. - Hotelschool The 92 Hague
  • 93. Martin Lewison, Ph.D. - Hotelschool The 93 Hague
  • 94. Fine Dining at WDW Martin Lewison, Ph.D. - Hotelschool The 94 Hague
  • 95. HotelsMartin Lewison, Ph.D. - Hotelschool The 95 Hague
  • 96. HotelsMartin Lewison, Ph.D. - Hotelschool The 96 Hague
  • 97. Do the hotels support the parks or vice versa? Martin Lewison, Ph.D. - Hotelschool The 97 Hague
  • 98. Advertising Run Amok Martin Lewison, Ph.D. - Hotelschool The 98 Hague
  • 99. Martin Lewison, Ph.D. - Hotelschool The 99 Hague
  • 100. Martin Lewison, Ph.D. - Hotelschool The 100 Hague
  • 101. Basic Amenities Martin Lewison, Ph.D. - Hotelschool The 101 Hague
  • 102. Want to keep guest satisfied? Martin Lewison, Ph.D. - Hotelschool The 102 Hague
  • 103. QUESTIONS?@milst1 on Twitter Martin Lewison, Ph.D. - Hotelschool The 103 Hague