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Live with Sondra

Live with Sondra

by Sondra Shannon

Business Technology

Season 2026

Stop Losing Profit: The Power of Embedded Payments ft. Mark Passifione

🎙️ Live with Sondra: Stop Losing Profit — The Power of Embedded Payments ft. Mark Passifione Welcome to this episode of Live with Sondra, where we uncover one of the most overlooked revenue leaks in attractions, venues, and entertainment businesses: payments. Joining Sondra (and Bron) is Mark Passifione, SVP of Integrated Payments at Explore Pay, a payments expert who helps software platforms and operators turn frictionless transactions into scalable growth engines. Join us for an informative episode of Live with Sondra. In this session, Mark Passifione and Sondra dive into: Embedded Payments Explained: What embedded payments really mean—and why keeping guests inside your ecosystem dramatically improves conversion, speed, and satisfaction. Checkout Friction & Lost Revenue: How slow checkouts, declined cards, and disconnected systems silently cost operators money every day. Speed as a Guest Experience Strategy: Why faster, “invisible” payments reduce lines, increase per‑cap spending, and create what Mark calls the yes experience. Chargebacks & Dispute Protection: How integrated payments centralize proof of purchase, entry, and data to dramatically improve chargeback win rates. Fraud Prevention by Design: The role of tokenization, card‑on‑file updates, and automated approvals in protecting margins during peak demand. Payments as Brand Control: Why owning the payment experience protects your brand, simplifies staff workflows, and strengthens guest loyalty. From Online to In‑Park Spending: How mapping the full guest journey—from ticket purchases to wearables and mobile payments—unlocks predictable revenue. Tune in for an exciting session on embedded payments, revenue protection, and payment infrastructure as a growth strategy. Connect with Mark Passifione on LinkedIn (leave blank for manual addition) Connect with Sondra Shannon to learn more about Gatemaster’s role in embedded payments, revenue protection, and integrated commerce architecture: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/ 💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! 👉 https://linktr.ee/livewithsondra

Waterpark Wealth: Maximize Revenue from Concept to Launch ft. Ken Handler

🎙️ Live with Sondra: Waterpark Wealth — Maximize Revenue from Concept to Launch ft. Ken Handler Welcome to this episode of Live with Sondra, where we take a deep dive into how today’s most successful water parks engineer revenue on purpose. Joining Sondra is Ken Handler, President of Global Management Amusement Professionals (GMAP)—a trusted turnaround expert with over 30 years in the attractions industry and hands‑on experience with more than 100 water parks worldwide. Join us for an informative episode of Live with Sondra. In this session, Ken Handler and Sondra dive into: Revenue Architecture from Day One: Why profitable water parks don’t happen by accident—and how revenue must be intentionally designed from concept, layout, and guest flow to launch. Identifying & Eliminating Revenue Leaks: The most common places parks lose money, from underperforming F&B to underutilized space, and how to fix them fast. Food & Beverage as a Profit Driver: How elevating food quality, placement, and presentation directly increases per‑cap spending and guest satisfaction. Data Over Guesswork: Why “we think” and “we feel” are dangerous assumptions—and how using real operational data transforms decision‑making. Turnaround Strategies for Distressed Parks: The first high‑impact fixes Ken implements when rescuing underperforming or struggling properties. Hospitality vs. Service: Why true hospitality builds loyalty, repeat visits, and long‑term revenue—not just transactions. Training for Revenue, Not Survival: How investing in leadership and management development multiplies results across frontline teams. Tune in for an exciting session on water park revenue strategy, operational excellence, and sustainable growth. Connect with Ken Handler on LinkedIn (leave blank for manual addition) Connect with Sondra Shannon to learn more about Gatemaster’s role in strengthening revenue architecture and operational intelligence: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/ 💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! 👉 https://linktr.ee/livewithsondra

From Vision to Reality: Secrets of Themed Fabrication ft. Michael Acevedo

🎙️ Live with Sondra: From Vision to Reality — Secrets of Themed Fabrication ft. Michael Acevedo Welcome to this episode of Live with Sondra, where we go behind the scenes of the attractions industry to uncover how immersive worlds are built—from the first creative spark to the final guest experience. Joining Sondra is Michael Acevedo, Manager of Business Development at Nassal, a global leader in themed fabrication and specialty environments for world‑class attractions. Join us for an informative episode of Live with Sondra. In this session, Michael Acevedo and Sondra dive into: Themed Fabrication & Immersion: How large‑scale themed environments are brought to life while maintaining authenticity, durability, and guest immersion. Balancing Creativity, Safety & Budget: Why early collaboration between creatives, engineers, and fabricators is critical to keeping ambitious visions buildable and on budget. From Operations to Fabrication: How Michael’s background on the front lines at Universal Studios shaped the way he designs environments that truly work for operators and guests. Collaboration at Scale: What it takes to align hundreds of stakeholders—from designers and project managers to park operators—across global projects. Mentorship & Industry Access: Why breaking down gatekeeping and supporting emerging professionals is essential for the future of themed entertainment. Tune in for an exciting session on themed fabrication, immersive design, and the realities of building unforgettable attractions. Connect with Michael Acevedo on LinkedIn (leave blank for manual addition) Connect with Sondra Shannon Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/ 💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! 👉 https://linktr.ee/livewithsondra

Season 2025

Quilting Culture: Kind Leadership for Growth ft. Nathan Caldwell

🎙️ Podcast Title: Quilting Culture: Kind Leadership for Growth Welcome to this episode of "Live with Sondra" where we explore the transformative power of kindness in leadership with Nathan Caldwell, Owner and Keynote Speaker at Empowering Kindness. Nathan is a leadership expert and author who has guided teams through high-stakes transitions like mergers and acquisitions, and now teaches executives how to build cultures rooted in trust, clarity, and compassion. In this session, Nathan Caldwell and Sondra dive into: Defining Kind Leadership: What kindness really means in business—and why it’s not the same as being nice. Culture During Change: How to lead with empathy through mergers, acquisitions, seasonal turnover, and industry disruptions. Retention Through Respect: Why clear expectations and emotional intelligence help team members return season after season. Coaching vs. Compliment Sandwiches: How to build trust through consistent feedback rather than manipulative praise. Hiring for Attitude, Not Just Skill: Why teaching your brand of excellence starts with the right mindset. Empowering Managers to Lead with Heart: How to overcome fear-based leadership and foster growth in others. Celebrating Small Wins: The role of recognition in building loyalty, confidence, and a resilient workplace culture. Kindness as a Growth Strategy: How compassion fuels innovation, accountability, and long-term business success. Tune in for a heartfelt and practical conversation on building cultures that last—through kindness, clarity, and courageous leadership. Connect with Nathan Caldwell on LinkedIn: https://www.linkedin.com/in/nathan-caldwell/ Connect with Sondra Shannon to learn more about Gatemaster’s role in fostering leadership-driven culture and loyalty: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/ 💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

The Invisible Guide: AI's Role in a Seamless Visit ft. Takashi Nakaguchi & Antonio Giordano

Welcome to this episode of Live with Sondra, where we uncover how artificial intelligence is quietly transforming guest experiences in attractions. Joining us are Takashi Nakaguchi, Co-Founder & CEO of Nutmeg, and Antonio Giordano, Business Development Lead at Nutmeg, two innovators redefining how technology enhances every step of the guest journey. In this session, Takashi Nakaguchi and Antonio Giordano team up with Sondra to explore: AI-Powered Guest Journeys: How Nutmeg uses conversational AI and digital mapping to create personalized, seamless experiences for visitors. Custom Narrative Paths: From museums to zoos, how AI builds tailored itineraries based on guest interests and time constraints. Geo-Fenced Marketing & Upsells: Leveraging real-time engagement to boost memberships and revenue at peak moments. Accessibility & Instant Translation: Breaking language barriers and improving inclusivity for global guests. Balancing Tech with Human Touch: Why AI should enhance—not replace—the warmth and passion of live guides and curators. Tune in for an exciting discussion on personalization, innovation, and the future of guest engagement in attractions! Connect with Takashi Nakaguchi on LinkedIn: https://www.linkedin.com/in/takashi-nakaguchi/ Connect with Antonio Giordano on LinkedIn: https://www.linkedin.com/in/afgio/ Connect with Sondra Shannon to learn more about Gatemaster’s role in enhancing guest experiences: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/ 💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! 👉 https://linktr.ee/livewithsondra

Canadian Strategy: Pricing, People & Park Profit ft. Bob Williams

Welcome to this episode of Live with Sondra, where we head north to unpack how Canadian operators balance smart pricing, people-first leadership, and sustainable park profit. Our guest is Bob Williams, General Manager of Calaway Park—a three-decade industry leader known for operational excellence, service culture, and community impact. Join us for an informative episode of Live with Sondra. In this session, Bob Williams and Sondra will dive into: Value-Driven Pricing & Access: Why free parking, flexible food policies, and transparent online pricing build trust—and how to avoid pricing becoming a barrier for families. E‑commerce that Reduces Cost: Moving passes and ticketing fully digital to lower overhead and meet guests where they are—anytime, on mobile. Culture Over Strategy: How consistent communication, coaching, and clear standards create long-tenured teams and exceptional service. People-Powered Operations: Daily briefs, mid-season training, and “grow-from-within” leadership pathways that keep staffing strong. Tourism Momentum & Sentiment: Why cross-border visitor sentiment matters, and how thriving tourism fuels investment and GDP. Tune in for an exciting session on pricing strategy, service culture, and park profitability! Connect with Bob Williams: bob.williams@calawaypark.com Connect with Sondra Shannon to learn more about Gatemaster’s role in optimizing pricing strategy and guest experience: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/ 💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! 👉 https://linktr.ee/livewithsondra

The CEO's Guide to Multi-Unit Action Park Strategy ft. Bron Launsby

Welcome to this episode of Live with Sondra, where we dive into the world of multi-unit operations and strategic leadership in the attractions industry. Joining us is Bron Launsby, CEO of Action Park Group, a visionary leader driving growth and innovation across multiple parks. In this session, Bron Launsby and Sondra will explore: Multi-Unit Strategy & Scalability: How Bron manages operational consistency and profitability across multiple parks while adapting to regional market dynamics. Pricing Models & Guest Value: Balancing affordability with rising costs and why transparent pricing builds trust and loyalty. Leadership & Culture: Why empowered teams and strong service culture outperform strategy alone—and how to create environments where people thrive. Technology & E-Commerce: Leveraging digital tools for ticketing, memberships, and guest engagement to meet evolving consumer expectations. Future Trends in Attractions: Insights on experiential economy, personalization, and why human connection remains the cornerstone of guest satisfaction. Tune in for an actionable conversation on growth strategy, leadership excellence, and operational innovation! Connect with Bron Launsby on LinkedIn: https://www.linkedin.com/in/bron-launsby-fec/ Connect with Sondra Shannon to learn more about Gatemaster’s role in optimizing multi-unit operations and guest experience: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/ 💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! 👉 https://linktr.ee/livewithsondra

Secure Automation: Stop Losing $25M+ to Risk Gaps ft. Shannon Noonan

🎙️ Podcast Title: Secure Automation: Stop Losing $25M+ to Risk Gaps Welcome to this episode of "Live with Sondra" where we dive into the critical intersection of automation, cybersecurity, and operational growth with Shannon Noonan, CEO and Founder of High Noon Consulting. With over 18 years of experience in IT compliance and security strategy, Shannon helps organizations protect revenue, streamline operations, and build resilient systems that scale safely. In this session, Shannon Noonan and Sondra dive into: Cybersecurity for Attractions: Why parks, FECs, and entertainment venues are increasingly targeted—and how to prepare. Automation Without Risk: How to scale operations securely without exposing guest data or financial systems. Multifactor Authentication: The simplest, most effective security measure you can implement today. PCI Compliance & Payment Security: What operators need to know about credit card fraud, data encryption, and access controls. AI & ChatGPT Risks: How untrained use of AI tools can leak sensitive data—and what to do about it. Data Access & Internal Controls: Why restricting access to guest and child data is essential for compliance and trust. Reframing Compliance as Growth: How security and IT strategy can drive contracts, revenue, and competitive advantage. Real-World Breach Case Studies: What attractions can learn from recent global incidents and how to avoid them. Training & Empowerment: Why most mistakes come from lack of information—not bad intentions—and how to fix that. Secure Mobile Ticketing & Contactless Payments: Blind spots in modern payment systems and how to close them. Tune in for a high-impact conversation that will help you protect your business, your guests, and your bottom line—before it’s too late. Connect with Shannon Noonan on LinkedIn: https://www.linkedin.com/in/shannonknoonan/ Connect with Sondra Shannon to learn more about Gatemaster’s role in securing guest data and automating operations: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/ 💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

Tech Meets Nostalgia: Building Future Parks ft. Markus Mack-Even

Podcast Title: Tech Meets Nostalgia: Building Future Parks Welcome to this episode of "Live with Sondra" where we explore the art and strategy behind designing theme parks that blend cutting-edge innovation with timeless emotional storytelling. Joining us is Markus Mack-Even, Founder and CEO of Mack Management Entertainment, whose global portfolio includes Universal Studios Singapore, IMG Worlds of Adventure in Dubai, and Chimelong Group in China. With over 250 years of family legacy in the attractions industry, Markus brings a rare perspective on building parks that honor the past while embracing the future. In this session, Markus Mack-Even and Sondra dive into: Designing Across Cultures & Continents: How Markus adapts creative and operational strategies for parks in Asia, the Middle East, and beyond. Boutique vs Mega Parks: The differences in scale, team dynamics, and hands-on leadership between small and large attractions. Balancing Innovation with Nostalgia: Why preserving classic elements like carousels and animatronics is key to multigenerational guest loyalty. Technology’s Role in Guest Experience: How AI, data, and infrastructure are transforming safety, personalization, and operational efficiency. The Human Touch in Maintenance & Safety: Why skilled technicians remain irreplaceable despite advances in automation and AI. Strategic Expansion vs Ground-Up Builds: Insights into the challenges and advantages of extending existing parks versus launching new ones. Brand Longevity & IP Selection: Lessons from working with Marvel, Cartoon Network, and emerging IPs in global markets. Family Legacy & Leadership: How Markus’s upbringing in a 250-year-old roller coaster manufacturing family shaped his approach to business and creativity. Guest-Centric Design Philosophy: Why emotional connection, storytelling, and return visits are the true drivers of success. Team Loyalty & Project Execution: The importance of handpicked teams and trust in navigating complex builds and unexpected challenges. Tune in for a masterclass in theme park development, where legacy meets innovation and every ride tells a story. Connect with Markus Mack-Even on LinkedIn: https://www.linkedin.com/in/mackeven/ Connect with Sondra Shannon to learn more about Gatemaster’s role in fostering guest-centric innovation and operational excellence: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/ 💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

Data-Driven Culture: Engaging Modern Audiences ft. Chloé Grossmann

🎙️ Podcast Title: Data-Driven Culture: Engaging Modern Audiences Welcome to this episode of "Live with Sondra" where we explore how attractions and cultural institutions can harness data to personalize guest experiences, boost attendance, and build long-term loyalty. Joining us is Chloé Grossmann, Area Manager at Arena Metrics, who works with organizations across 15 countries to implement CRM and digital marketing strategies that turn data into action. In this session, Chloé Grossmann and Sondra dive into: Understanding Data Touchpoints: How ticketing, purchases, feedback, and engagement leave behind valuable insights. Types of Data That Matter: The difference between contact, transactional, and behavioral data—and how to use each. Creating a 360° View of Your Audience: Why combining data sources leads to smarter segmentation and stronger relationships. Personalizing the Customer Journey: How to tailor communication before, during, and after the visit to boost satisfaction and repeat visits. Avoiding Common Pitfalls: Why collecting data without strategy leads to wasted effort—and how to fix it. From Silos to Synergy: How Arena Metrics helps unify marketing, donation, and communication teams around shared data. The Platinum Rule of Guest Experience: Why treating people how they want to be treated is the key to relevance and retention. Smart Segmentation in Action: How birthday campaigns and family-focused offers drive engagement and loyalty. Optimizing Communication Channels: Why knowing whether your audience prefers email or SMS makes all the difference. Data Activation for Revenue Growth: How to turn insights into offers, timing strategies, and upsells that convert. Tune in for a data-rich conversation that will help you rethink how you connect with your audience—and why personalization is the future of guest experience. Connect with Chloé Grossmann on LinkedIn: https://www.linkedin.com/in/chlo%C3%A9-grossmann-2a099b208/ Connect with Sondra Shannon to learn more about Gatemaster’s role in fostering data-driven guest engagement and loyalty: https://www.linkedin.com/in/sondrashannon/ Want to learn more about Live with Sondra or apply to be a guest? Visit: https://gatemaster.com/media/live-with-sondra/ 💡 Your all-access pass to actionable insights from Live with Sondra is right here. Click this link to view recap blogs, catch up on previous live shows, be our guest, and more! https://linktr.ee/livewithsondra

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