Get to Know Our Team – Matthew Hoenstine
Updated: September 17, 2017 | Share on Facebook Share on Twitter Share on LinkedIn
Matthew Hoenstine, Principal, Destinations
Main Responsibility: Working with attractions-based companies to improve their business operations and meet their business objectives by leveraging years of industry experience and best practices from across the globe.
Passion at Work: Understanding the critical drivers of an organization and developing collaborative plans to achieve the organizational goals through guest experience, employee experience and financial improvements. Also known as, solving problems. My ability to work with organizations at all levels from frontline staff and management through executive leadership has enabled me to do what I love.
Hobbies/Interests: Traveling the world and visiting amazing destinations, learning from my Greater Swiss Mountain Dog, theme parks, and watching my nieces and nephews grow up.
Areas of Expertise: Admission ticket product design and pricing, attraction operations, financial controls, problem analysis.
Best Moment of 2016: Visiting Toronto and Banff National Park in Canada.
Greatest Hope for 2017: Returning to Banff National Park.
#1 Tip for Attraction Operators: Ensure that you are balancing your guest experience, your employee experience and your financial results. Too often it’s easy to allow one of these three to become the main driver of decision-making. For example, if you focus primarily on financial results, you may go with a “cheaper option” for a particular situation. Yet this cheaper option may be twice as hard on your employees. When your employees are twice as unhappy, guests feel it. Their diminished experience will ultimately affect your venue financially through bad word of mouth and a lower return rate, thereby maybe making the right decision to go with a different “more expensive option” at the offset.