b'The team was having a help. If someone is wandering around town and would FOGHORN FOCUS likerecommendations,ahumanisrighttheretohelp. slow day on the dock, soIf someone wants to know what else Watermark offers, a human is right there to help. Having a real person on one of the ticket agentsthe dock allows us to maximize our personal interactions pulled out a microphonewith guests.and speaker and createdThere are many more examples where Watermark leverages human interaction in customer service to align with our Ticket Stand Karaoke. brand culture. Overall, we try to automate as much as we If we just had a kiosk there,can behind the scenes to allow more face time with guests.EMPLOYEE EXPERIENCE =well, that would have YOUR STEERING WHEELCustomers will never love a company until the employees been a missed opportunity. love it first. Simon Sinek, author and motivational speakerage with ticket agents and definitely prefer it this way. IfIf brand culture equals navigational instruments, the em-PHOTO: WATERMARKthere is a reservation problem, a human is right there toployee experience is your steering wheel. You can have all Captain Brian H. had the honor to promote his younger brother, Shawn H.FOGHORN 12'