On this episode of Destination on the Left, I talk with Sondra Shannon, CEO of Gatemaster Tech. Sondra and I discuss the art and importance of creating exceptional visitor experiences and how technology can help attractions remove friction for guests, increase revenue, and stand out in a competitive landscape. She also shares why keeping guests informed leads to happier experiences and how, just by walking around their attraction, leaders can turn firsthand insights into an improved guest experience.
What You Will Learn in This Episode:
- Why removing friction from the guest journey is essential for happier visitors, bigger revenue, and more memorable family moments at attractions
- Strategies Sondra and her team use to identify and solve friction points at attractions
- How operational leaders and frontline staff benefit from “management by walking around” and being directly involved in the guest experience
- Why consistent and early training is critical for attraction teams, and how lack of confidence and poor communication can impact employee retention
- What creative value adds can set attractions apart and drive guest loyalty
- How digital transformation and going cashless are shaping visitor expectations
An Invisible Engine Powering Seamless Experiences
Technology is a part of the experience, and it shouldn’t be a friction point. When technology is thoughtfully integrated, it dissolves many of the small frustrations that can sour a family’s day at a theme park or museum.
From ticket-purchasing workflows that set clear expectations to mobile ordering that eliminates long food lines, the right tech doesn’t just improve operational efficiency, it actively enhances the experience. Surveys consistently show that informed guests are happier guests. Providing clear, early information about all options (from all-inclusive passes to extra add-ons) allows families to prepare and enjoy every moment together.
Value-Adds That Show You Care
Some of the most memorable attractions go the extra mile, sometimes in unexpected ways. Sondra highlights parks like Holiday World and Dollywood, where providing free drinks and sunscreen isn’t just a marketing gimmick—it’s a proactive way to care for guests’ comfort and health. People once thought these “extras” were crazy, but these amenities have built tremendous goodwill and loyalty while distinguishing the park from competitors.
Social media culture and shifting guest expectations have raised the bar even higher. Today, digital ticketing, contactless payments, and mobile access aren’t just perks, they’re de facto standards.
Empowering Teams and Elevating Operations
Guest satisfaction isn’t just about what happens at the turnstile, it’s deeply connected to operational excellence behind the scenes. One key theme that emerged from Sondra’s experience, well-trained teams are more confident, more helpful, and much less likely to quit.
Rapid, seasonal hiring makes this challenging, but ongoing education, especially incorporating communication and even sales training, equips staff to handle guest needs with confidence and empathy. Parks with strong training programs set a standard of excellence that’s felt at every touchpoint. Giving staff practical communication tools is really vital, because your frontline people have tremendous insight into what guests really need.
Resources:
- Website: https://gatemaster.com/
- LinkedIn Personal: https://www.linkedin.com/in/sondrashannon/
- LinkedIn Business: https://www.linkedin.com/company/gatemastertech/
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On this episode of Destination on the Left, I talk with Lisa Conarton, CEO of LC Elevated Hospitality, who shares compelling examples of what it means to be a leader in the hospitality and tourism industry. We discuss the importance of building trust, why collaboration is key to success, and the difference between ROI and ‘return on experience’ (ROX). Lisa also shares how people can be proactive rather than reactive and why understanding how to go with the flow is so important.
What You Will Learn in This Episode:
- How Lisa built her career path in hospitality and tourism, moving from convention operations to launching her own destination management consultancy
- Why earning trust is necessary for leadership and success in hospitality
- How networking and partnerships have been essential in driving growth for Lisa
- How Lisa differentiates between ROI (return on investment) and ROX (return on experience), and why focusing on experience benefits both travelers and businesses
- Why championing creativity encourages authenticity
- What real-life crisis taught Lisa about letting go, going with the flow, and relying on cultivated partnerships to execute successful events
- How Lisa approaches partnerships and collaboration, and her examples of coopetition within New York State destination marketing
The Pillars of Hospitality Leadership
From full-service hotel management to destination marketing and now as she builds her own consultancy, Lisa has consistently sought out growth opportunities. Her experience has shown that there are three key areas you have to prioritize:
- Earning Trust
Trust has to be earned, particularly in hospitality, where seamless service and reliability are so important. Lisa emphasizes that trust is built over and over and over again, and needs consistency and integrity in every interaction.
- Networking and Collaboration
Networking is the avenue to future collaboration and partnerships, which are the real engines behind growth. Not only do great relationships provide support in crisis, but they also lead to opportunities for greater collective achievements. The very definition of coopetition.
- Return on Experience (ROX)
While return on investment (ROI) is a familiar metric, Lisa also values “return on experience”—the transformative impact of meaningful, memorable interactions that benefit both guests and the businesses serving them. Planning and execution are vital, but so is the focus on creating memories that resonate long after a trip or event ends.
The Power of Partnerships
Lisa shares the story of a last minute challenge, when with only 24 hours, she had to move a 150-person event when the venue became unusable due to heat. Through her well-established industry relationships, the move was seamless. While meticulous planning is crucial, so is the ability to let go and trust your partners.
From her involvement with New York State’s Destination Marketing Organizations (DMOs) to local industry partnerships, Lisa’s success stories center around shared values and transparent communication. She explains why it’s so important to figure out where each partner fits, recognize strengths, and build collaborations that play to everyone’s best qualities.
Resources:
- Website: lcelevatedhospitality.com
- LinkedIn Personal: https://www.linkedin.com/in/lisaconarton/
- LinkedIn Business: https://www.linkedin.com/company/lc-elevated-hospitality/
We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more of. Here is a quick tutorial on how to leave us a rating and review on iTunes!
On this episode of Destination on the Left, I talk with Claudia Di Gino, General Manager at the Mondrian Mexico City Condesa. Claudia tells the story of building a lifestyle brand in the hotel industry, how partnerships play an important role, and what it means to be part of the community. She shares how her hotel delivers an authentic experience that never fails to surprise and delight its guests. We also discuss what’s happening for the brand in 2026 and the opportunities for growth, including the FIFA World Cup coming to Mexico City.
What You Will Learn in This Episode:
- How Claudia’s career in hospitality began with an unexpected Disney internship and led to her current role in her hometown of Mexico City
- Why building a lifestyle brand is central to the Mondrian’s approach and how the hotel delivers an immersive experience for guests and the local community
- What makes collaboration and strategic partnerships essential for creating unique guest experiences
- How Mondrian Mexico City differentiates itself through creative amenities, like their Flower Shop concept featuring Mexican producers and local artisanal goods
- Delivering a personalized service and curated guest itineraries that drive brand loyalty
- How the upcoming FIFA World Cup presents new opportunities for growth
- Mondrian’s commitment to showcasing local culture, history, art, and gastronomy through every aspect of the guest experience
Building a Lifestyle Brand Rooted in Community
Mondrian Mexico City Condesa is committed to being more than just a hotel, they see themselves as a lifestyle brand deeply tied to their local community. Mondrian’s eleven hotels worldwide are strategically placed in each city’s cultural and design hotspots, and the Mexico City location is no exception, nestled between the historic Condesa and Roma neighborhoods. The property itself is a protected building with rich architectural history, and every aspect of the design pays homage to local artistry and Mexican culture, including beautiful murals inspired by ancient aqueducts in each guest room.
The brand is known for being disruptive, fun, and willing to think outside of classic hospitality norms. They’re focused on creating immersive, surprising experiences for both visitors and locals. The community is invited to be part of the property, whether that’s through artist showcases, pop-up culinary events, or simply by visiting the lobby for a locally sourced coffee or wine.
Creativity and Unique Local Partnerships
A recurring theme in Claudia’s approach is the creative use of partnerships. One standout example is the hotel’s dual-purpose flower and coffee shop, which becomes a wine bar in the evenings, serving only Mexican products. This kind of authentic, locally driven experience is a key reason why guests keep coming back and why the growing community of remote workers living in Condesa/Roma love to pop by.
The hotel’s carefully chosen collaborations make sharing local celebrations even more fun for guests. For Dia de los Muertos, Mondrian partnered with Xolo Café to provide their famous “pan de muerto” alongside specialty coffee, drawing hundreds of locals and visitors alike. Similarly, partnerships with Mezcal Union and high-profile pop-up events ensure every cultural touchpoint is genuine and memorable.
Preparing for the FIFA World Cup
Claudia and her team are gearing up for the FIFA World Cup, which will be jointly hosted by Mexico, Canada, and the United States for the first time. Mondrian has just opened a brand-new event space designed to host upscale gatherings against the background of breathtaking skyline views. The team is focusing on safety, personalized concierge service, and handpicked local experiences to ensure guests of the World Cup have a flawless, authentically Mexican visit.
Resources:
- Website: https://mondrianhotels.com/mexico-city-condesa/
- LinkedIn Personal: https://www.linkedin.com/in/claudia-di-gino-7282855/
- LinkedIn Business: https://www.linkedin.com/company/mondrian-hotels/
We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more of. Here is a quick tutorial on how to leave us a rating and review on iTunes!
On this episode of Destination on the Left, I’m joined by the dynamic Neelu Kaur, organizational psychologist, self-advocacy champion, author, and keynote speaker.
Neelu dispels the myth that self-advocacy is boastful, and we discuss how advocating for yourself can actually be a generous and empowering act. She shares how leaders and teams can create environments where all voices are heard, exploring the innovative concept of “generous exclusion,” and the importance of dialing up the “I” or the “we” when the moment calls for it. Neelu also suggests some great practical strategies for promoting authentic self-advocacy in any organization.
What You Will Learn in This Episode:
- Why self-advocacy is often misunderstood as boastful and how to reframe it as essential for innovation
- What “generous exclusion” means, and how being intentional about who participates can lead to more creative outcomes
- How different processing styles impact participation in meetings, and what leaders can do to create safer spaces for all voices
- Why structure is necessary for big, creative thinking, and how frameworks borrowed from organizations like Disney help teams brainstorm and dream without self-censoring
- Understanding what energizes individuals creates a more productive, collaborative environment
- What practical steps you can take to build self-advocacy skills
How Speaking Up Transforms Teams and Unlocks Personal Potential
So many people, particularly women, introverts, or those from cultures that value humility, see self-advocacy as something selfish or boastful. Neelu turns this assumption on its head, describing self-advocacy as the most generous act you can do. By speaking up, you model positive behaviors for others, making it easier for those who follow in your footsteps to do the same.
When you advocate for yourself, whether it’s sharing an idea in a meeting or negotiating your role, you’re not just advancing your own interests. You’re opening doors, encouraging diversity of thought, and paving the way for colleagues who may face similar barriers.
The Barriers to Speaking Up and How to Overcome Them
For years, Neelu thought her professional setbacks stemmed from a lack of skills, but she realized she just hadn’t learned to advocate for her ideas. Her silence was frequently misread as disengagement, and fast-paced meetings left her behind.
To overcome the hurdle of seeing speaking up as boastful, she recommends self-reflection and practical steps, such as practicing self-advocacy in low-stakes situations, like choosing a restaurant for dinner with friends. Leaders and organizations also need to adjust by building meeting structures that allow quieter voices to contribute and encouraging follow-up dialogue beyond real-time meetings.
Are We Over-Indexing on Collaboration?
Collaboration is praised as the ideal. But as we discuss, simply adding more people to a meeting doesn’t guarantee creativity—or even productivity. Neelu highlights the concept of “generous exclusion” by Priya Parker, sharing why being selective about who joins which meetings lets people focus, minimizes inefficiencies, and leaves room for deep work.
Organizations often over-index on collaboration, with endless group meetings that crowd out the time needed for innovation. Instead, leaders need to be strategic, invite the right mix of creative minds, give space for diverse strengths, and allow those who need extra processing time to contribute asynchronously.
Resources:
- Website: https://www.neelukaur.com/
- LinkedIn Personal: https://www.linkedin.com/in/neelukaur/
- LinkedIn Business: https://www.linkedin.com/company/neelu-kaur/
We value your thoughts and feedback and would love to hear from you. Leave us a review on your favorite streaming platform to let us know what you want to hear more of. Here is a quick tutorial on how to leave us a rating and review on iTunes!