2016 BUSINESS PRESENTATION - Liseberg
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2016 BUSINESS PRESENTATION
W EL
CO M
E!
Lots of joy ...
LISEBERG AB OPER ATES Liseberg ing that the park offers something for
amusement park, in the centre of all its guests. For the youngest of all
Gothenburg. The amusement park there is Rabbit Land, full of wonderful
opened during Gothenburg’s 300th rides that make you a little dizzy, and
anniversary exhibition in 1923, and has for older kids and brave adults there
been owned by the City of Gothenburg are Liseberg’s challenging world-class
ever since. Today, the amusement park rides, such as Helix, Balder, AtmosFear
has 40 rides and attractions, as well as and Mechanica.
games, games of fortune, music stages,
a dance floor, indoor arenas and a large LISEBERG ALSO ORGANISES many
number of restaurants and cafés – all concerts, and during summer there is
set in green parkland. a wide selection of daily performances,
There is accommodation close to the from popular Gothenburg bands on
amusement park, comprising a hotel, the Taubescenen stage, to international
cabins, camping and bed & breakfast. stars on the Stora Scenen stage – all
The accommodation facilities are included in the admission price. Polket-
open all year round, as is the Rondo ten dance floor also offers the oppor-
show venue. tunity to dance or take dancing lessons
almost every day of the week.
THE AMUSEMENT PARK HAS three sea- The traditional Scandinavian pleas-
sons: the summer season, which runs ure garden from which Liseberg grew
from April to mid-October; the Hallo- is lovingly preserved in the gardens
ween season, when the park is open for and planted areas, with exuberant
a week during the autumn break; and flower beds surrounding green spaces
Christmas at Liseberg, which starts in that are perfect for a picnic. The wide
mid-November and continues until New range of entertainment, cosy cafés and
Year. Liseberg is also open for conferen high-quality restaurants combine to cre-
ces and corporate events all year round. ate a setting that also appeals to guests
Liseberg takes great pride in ensur- who are not fans of fast rides.
CONTENTS
2 THIS IS LISEBERG TILDA AND DAVID TELL THEIR
6 CEO’S COMMENTS STORIES
8 SERVICE THROUGH THE AGES 30 HOW LISEBERG WILL BECOME
10 EMPLOYEES ARE THE KEY TO ONE OF THE BEST WORKPLACES
THE SERVICE PROFIT CHAIN IN SWEDEN
14 RECRUITMENT – FINDING GEMS 32 NEWS THAT GIVES ADDED VALUE
18 SERVICE TRAINING CREATES 34 THOUGHTFULNESS IN EVERY
A SENSE OF COMMUNITY PART OF THE PARK
20 IN SEARCH OF DIVERSITY 36 STRATEGIC FRAMEWORK
22 SERVICE IN PRACTICE: MIKAEL, 38 LISEBERG IN FIGURES
2
BUSINESS PRESENTATION 2016 3
BUSINESS PRESENTATION 2016
HALLOWEEN – A
S E E YO GREAT SUCCESS
U
... horror mixed
SO ON! In the storm-swept
park, with three
houses of horror and
grim characters who
prowl the darkest
with excitement
areas, Halloween
offered an experience
unlike any other.
IT WAS 15 YEARS since Liseberg last WHEN LISEBERG OPENED for Hallo
launched a new season. That was Christ- ween an autumn storm had just swept
mas at Liseberg, which was a hit right through the park, leaving Liseberg
from the start. wind-torn and strewn with debris.
So it was time again in autumn 2015. During the day, the park was filled
Halloween at Liseberg was intended with kind witches and lots of sweets,
to bring a little more excitement to but as darkness fell, phantoms and
Gothenburg in autumn break week – shadowy characters spread fear among
and it certainly did that! the visitors.
4
WELCOME TO LISEBERG
A figure sometimes says more than a thousand words.
Not least about Liseberg.
Guest satisfaction Visitors Rabbit ears Liseberg aims high
3.1
MILLION
Liseberg amusement
93%
33,000
park is visited by around
three million guests each
year. In 2014 and 2015 we
93 per cent of Liseberg guests were a little more popu-
are satisfied or very satisfied lar, and 3.1 million guests The number of rabbit
with their visit. This is shown let us entertain them. ears sold in 2015.
by our surveys of Liseberg
guests, who gave the experi-
146
ence a rating of 4 or 5.
Number of employees at Liseberg
Guest nights Liseberg employs:
METRES ABOVE SEA LEVEL
380
FULL-TIME
The highest point at Liseberg
is the free-fall attraction,
AtmosFear. The view is a real
STAFF treat, if you dare to keep your
eyes open.
And almost:
230,000 guest nights were
spent in accommodation at
Liseberg in 2015.
2,400
SEASONAL EMPLOYEES
Liseberg values
Candy floss Rides & Attractions
SAFETY
thoughtfulness
40
1 31 ,4 8 0
P IE C E S
QUALITY
An amusement park without
candy floss is no real amuse-
ment park. In 2015, Liseberg
joy
guests ate 131,480 pieces of
candy floss.
The total number of attractions that Liseberg offers
its visitors. CREATIVITY
5
6
BUSINESS PRESENTATION 2016
THE MOMENT
OF TRUTH
»You can design and create, and build the
most wonderful place in the world. But it takes
people to make the dream a reality.«
T
he statement above is a classic quote visitor figures, our healthy financial position and
from Walt Disney. Liseberg is not Dis- the market lead we have established. I am proud
ney World and I’m definitely not Walt of our plans for the future. But most of all, I am
Disney, but his statement is neverthe- proud of the changes in the way we work that we,
less both true and relevant to us. my colleagues and I, have achieved together. We
We can build the best attractions at Liseberg. have been on a cultural journey.
We can create the most beautiful flower beds. We We know of course that Liseberg sells rides, ice
can book superstars for the Stora Scenen stage cream and candy floss, but also that our guests
and buy all the advertising space in the world. buy something completely different. They buy
But unless our guests feel we are giving them one experiences, time together and memories for life.
hundred per cent, everything else is meaningless. And it is here, in the meeting between employees
Every encounter with a guest is the moment and guests, that those unforgettable experiences
of truth. are created.
This is not something that is unique to Liseberg
– it is true for any company in the service sector. OUR 2016 BUSINESS PRESENTATION is entirely
And just like all service businesses, it is our employ- dedicated to the subject of service. We meet
ees who are the key to the long-term success of employees, supervisors, service coaches and
our business. It is their knowledge, motivation, specialists. We hear about their experiences, look
loyalty and desire to exceed our guests’ expecta- more closely at the theory behind them, and learn
tions, every day and in every encounter, that about their best service tips. And the wonderful
decides Liseberg’s fate, not our expansions plans, thing about the service sector is that the real
the performers we book or new attractions. expertise is most often found in the people who
work the closest with our guests.
WE KNOW TODAY that the key to capable, com- So I would like to introduce you to Anahita,
mitted and loyal employees who want to exceed Mikael, Tilda, Isabella and David – some of the
our guests’ expectations, lies in how well our people who have Liseberg’s long-term success in
co-workers enjoy their work. So it is no surprise their hands.
that Liseberg has decided to become the best Happy reading!
workplace in the world.
There is so much to be proud of in my job. I am
proud of the cultural treasure that we have been
given the privilege to look after. I am proud of our Andreas Andersen, CEO
7
LOOKING
BACK
The present meets
LEFT: Galoschgungan
was one of the big
attractions in the
first version of the
Children’s Paradise
playground in 1924.
the past at Liseberg
TOP RIGHT: The urge
to scare ourselves a
little is nothing new
for Liseberg visitors.
Blå tåget, which was
renamed Spöktåget
Halloween, the Children’s Paradise play- for a while, offered
just the right dose of
ground and beautiful gardens are mod- fear for many years.
The photo was taken
in 1949.
ern attractions at Liseberg. But the park
BOTTOM RIGHT:
has of course offered visitors a variety of It has always been
important to provide
scary rides, playgrounds and quiet oases oases of calm at
Liseberg. The photo
to take a stroll in over the years. Here are shows Lusthuset,
which in 1960 was
a few snapshots of various services from converted into a post
office, where guests
could send greetings
Liseberg’s past. from Liseberg.
8
A MEMORABLE VISIT
Service has always been important at Liseberg. Over the years,
we have tried many different ways to make guests even happier.
Employee of the year Children’s Paradise playground Special prize
196
0S
1985
Employee of the year was
first introduced in 1985. Ulf
“Pelle” Jönsson from Liseberg
10
AB, Britt Kling from Lisebergs
Restaurant AB, and Elisabeth
Gröndahl-Schröder from Hotell The Children’s Paradise playground has taken various
Liseberg Heden AB all received
employee of the year awards.
forms over the years. This photo shows the playground
in 1960.
öre
Pushchairs Shoe shining In 1934, children who had trav-
elled a long way were given a
YE AR discount at Liseberg. Admission
Stig Ekström and Per 19 39 cost 10 öre (SEK 0.1).
Olof Eklund were given
a permit to run shoe-
shine stalls in the park.
Throughout the season More benches
guests could seek out
the two shoe-shine
in the park
stalls to get their
In 1965, Liseberg began renting shoes polished.
out pushchairs to visiting young
families for the first time.
Accommodation
37
Book borrowing
192
“Countless white benches have
In 1977 a specially built book been set out around the park,”
trolley was introduced in the motorhome spaces reported the local newspaper,
park. Guests who wanted a Göteborgs-Posten. Visitors had
quiet moment could borrow a A new accommodation site, Liseberg’s Ställplats Skatås, no shortage of places to rest
free book and take a break. opened in July 2010. It provided space for 37 motorhomes. their legs when they needed to.
9
» SERVICE IS PART
OF OUR CULTURE
– NOT A DEPARTMENT«
Everyone knows what good service is, but delivering it is more
difficult. Service specialist Mike Hohnen explains how compa-
nies can tackle this challenge – and how much can be gained
from getting it right.
R
unning an amusement park is not booked a table to celebrate your wife’s birthday
about selling rides or candy floss to you may have all the time in the world. If the
your guests. It is about giving them waiter always delivers the same service it will
experiences – and to succeed you be inappropriate in one of these situations, so
have to deliver good service. Lise- it’s important to talk to the guest and adapt the
berg aims to become even better at delivering service you provide. That way the guest has a
good service, and one of the ways it will do this good experience that is not tied to the quality
is by providing its managers with regular train- of the food. In the case of Liseberg, this could
ing. From summer, these activities will be run by mean finding out what the guest is looking for,
Mike Hohnen, who has long experience in man- recommending a certain attraction and maybe
aging service companies and as a coach, consult- advising against another.”
ant and speaker.
How can you ensure that employees deliver
What are the biggest differences between good service?
the service industry and other sectors? “By creating an environment where they have
“When we talk about service it is especially the opportunity and desire to offer good ser-
clear that the customer’s needs come first. We vice. The difficult thing is not fleshing out what
can take the hotel sector as an example. What good service is. In one of the exercises I use in
is it that a guest is paying for? A bed? No that’s coaching, the participants have to define what
what the hotel is selling. As a guest I want a they consider good service to be – and everyone
good night’s sleep. So if the air conditioning is knows exactly what is important. So why isn’t
so noisy that I can’t sleep, then everything falls good service more common? Well, because
apart. In that case it doesn’t matter how smartly employees are often not sufficiently motivated
the room is furnished or how good the food is in to go the extra mile. So the first part of the solu-
the restaurant.” tion is for management to create a good working
environment, which in turn makes employees
When you talk about satisfying needs is it more motivated.”
especially important to listen?
“Absolutely. Not all guests have the same How do you generate that motivation?
needs, so the challenge is to recognise those “By creating ‘the dream team cycle’. Among
needs and adapt your service. What results does other things this involves finding the right
your guest want? If you go to a restaurant before employees, training them and giving them
going to see a movie it is important that you are responsibility, setting clear requirements and
served quickly. On the other hand if you have rewarding good efforts in different ways. If you
10BUSINESS PRESENTATION 2016
IN
BRIEF
MIKE HOHNEN
Age: 61.
Job: Specialist in
service management.
Mike has over 20
years’ experience in
managing service
companies, includ
ing restaurants. He
now works in lead
ership development,
based on the theory
of the Service Profit
Chain. He has writ
ten a book: “Best!
No need to be
cheap if you are…”
and writes for seve
ral magazines.
11WHAT WAS THE BEST cially on the Bumper Cars, lady at the barrier.” a day at the amusement
PART OF YOUR where my three-year-old Parent of three-year-old park, with something for
GUESTS’ LISEBERG VISIT? was made to feel very wel who visited Rabbit Land everyone.”
COMMENTS come and had great fun, in September 2015.
“The best part was the way and on the Rabbit River, Grandmother, after a visit
the staff treated the chil where my daughter had “Gathering the children to Liseberg in September
dren in Rabbit Land. Espe a nice long chat with the and grandkids together for 2015.
The Service
Profit Chain
1. 2.
INTERNAL EMPLOYEE
QUALITY SATISFACTION
ACCORDING TO
MIKE HOHNEN
succeed, you become a more attractive employer I should also point out that the manager should Footnote: The
and then you enter a positive spiral. The expres not just be ‘kind’ but must also make demands. illustration above
is Mike Hohnen’s
sion dream team cycle is part of a manage- And if the manager genuinely cares about his
version of the orig
ment theory known as the Service Profit Chain, colleagues it becomes possible to raise the bar inal Service Profit
launched in the 1990s by some researchers in and demand more.” Chain, a manage
the US. The theory is based on the idea that sat- ment theory that
isfied employees produce loyal customers, which How do you lay the foundations for a was devised by
James L Heskett,
in turn leads to more growth and profits. These successful service team? Thomas Jones, Gary
links have been demonstrated very clearly. If “When I work with managers I stress that per- Loveman, W Earl
you treat your employees well and allow them to sonal reflection is an important piece of the Sasser and Leonard
contribute, they will deliver value for customers, puzzle. They need to reflect on their management Schlesinger.
and those customers will not only come back, role while they are teaching and coaching. A lot
but will also be your ambassadors, so you get of them actually have ‘aha’ moments. They usu-
even more customers. Creating the right envi- ally call me and say something along the lines of
ronment for your employees is not as easy as it ‘it wasn’t the staff who were the problem – I real-
sounds, but if you succeed you get a snowball ise now that I would have got different results if
effect. And if you don’t succeed? Then your had acted differently’. They realise that it is up to
skilled employees will either leave the company them to set the tone through their actions.”
or lose motivation and lower their standards.”
So employees also have a role in that
What is the biggest challenge for companies respect?
that want to achieve this positive spiral? “Absolutely! It is everyone’s responsibility to
“Getting managers to put their egos aside. All help build the workplace culture. We depend on
employees should be able to do their jobs with- each other at work, so it is important to have a
out managers getting in the way. The worst sort positive attitude. It makes our work more mean-
of manager is the master sergeant type, who ingful. Eventually a service culture develops
constantly has to prove that he is boss and how where everyone in the company shares a sense
good he is. Employees become motivated when that ‘this is the way we think and do things here’.
they feel they are involved, so the manager must When that happens, service happens everywhere,
listen and let them state their opinions, get not just in the customer service department. As
involved and contribute. When that happens I said, building up a healthy culture is not the
they will become motivated, but if the goal is to easiest task, but it is definitely something to
make the manager more successful and win him strive for. It’s not as easy to copy as a product,
a bigger salary then no, they won’t be interested. and it can give tremendous results.”
12BUSINESS PRESENTATION 2016
“The best part for us was are getting in the way. It things, but at Liseberg you ten turn directly to the kids access to rain ponchos and
that the park always has takes longer for us to get always get a warm greet and talk to them on their candy floss! ”
such nice, attentive and ourselves together, the ing and a smile. Your staff own level. Other things
service-minded staff! As kids may be playing up or are also very focused on we appreciated were your Young family who visited
a family with young kids asking endless questions, their work, despite usually ‘family room’ at Hotell Lise the park and Hotell Lise-
you sometimes feel you making a mess and spilling being quite young. They of berg Heden and the easy berg Heden in May 2015.
3. 4. 5. 6. 7. 8.
EMPLOYEE EMPLOYEE VALUE CUSTOMER CUSTOMER PROFIT
LOYALTY PRODUCTIVITY SATISFACTION LOYALTY & GROWTH
INTERNAL effect on our ability to CUSTOMER PROFIT AND
1. QUALITY deliver value.
6. SATISFACTION 8. GROWTH
To reach a basic level of There is no loyalty The large majority of
satisfaction and, hope EMPLOYEE successful service com-
4. PRODUCTIVITY
without first having
fully over time, more a high level of satis- panies have a purpose
than that, we need to faction. Satisfaction other than making
add job context and The ability to under- is closely linked with profits. Profits and
job content. Getting stand and decode expectations. When we growth are just tangible
context and content what customers are get what we expect, we outcomes of executing
right is driven by the really asking for and to are basically satisfied. toward that higher
dream team cycle. convert that desire into If we get less, we are purpose.
delivering the appro- dissatisfied.
priate products and
EMPLOYEE services has, more than
2. ever, become a crucial CUSTOMER
SATISFACTION 7.
frontline employee skill. LOYALTY
The first step to
great loyalty is basic 5. VALUE
A high degree of custo-
employee satisfaction. mer loyalty has been
Basic satisfaction is found to be the number
closely connected to job For a service experi- one factor driving pro-
context – the environ- ence to provide basic fits and growth in the
ment in which they get satisfaction, it must be service business. A solid
to do the job. valuable to the consu- fan club that loves your
mer. The world is full of services is a very valu-
examples of companies able asset, and if you
that got lost along the have a greater number
3. EMPLOYEE way and forgot that it of loyal fans than your
LOYALTY is not about what the competitors do, you will
company believes it is outperform them.
Retaining great service delivering, but about
people in their positions what the consumer feels
over time has a direct he or she is getting.
13IN
BRIEF
RECRUITMENT
TEAM 2016
Anahita Sohrabpour, Cato Helleren, Hanna
Andersson, Isak Stråvik, Linda Ahlung, Hesho
Karim, Caroline Eriksson and Lisa Lysell. Missing
from the photo: Louise Davidson, Isabella Wallin
and Emma Odmyr.
14BUSINESS PRESENTATION 2016
PASSING THROUGH
THE EYE OF A NEEDLE
In 2016, just over 6,000 people applied for seasonal work at
Liseberg. Only 600 of them can count on getting a job.
Anahita Sohrabpour is one of the recruiters whose task is to
ensure the right person ends up in the right place, and that
Liseberg does not overlook any gems among the stacks of
applications.
T
he applications flood in at the start and the weeding-out process has to be complete
of the year. The letters can be long by the start of March. Considering that over
or short, articulate or straight to the 6,000 people generally apply for seasonal work
point, creative or formal. They are all at Liseberg, you might think the recruitment
written by hopeful individuals who team would not want more applications – but
want to take a new step in their careers and have we took a different view prior to the 2016 season,
posted their letters with a single wish in mind: explains Anahita Sohrabpour:
to grab Anahita Sohrabpour’s attention with “We advertised in new areas. We marketed
their words. Liseberg in the suburbs of Gothenburg and vis-
She is one of nine recruiters in Liseberg’s ited high schools in Angered and other areas. If
HR department. She knows that the decisions we only get applications from people who know
she and her colleagues make could turn dreams someone who already works at Liseberg, then
into reality. And she personally believes that a we will just get the same kind of people. But
seasonal job at Liseberg is the perfect start to we want to be a park that serves the whole of
a career. Gothenburg, and we want staff with different
“The fun part of recruiting at Liseberg is that backgrounds and personalities.”
the people who apply don’t need any previous
experience. You can get a job here without THAT AMBITION HAS meant even more applica-
having any previous contacts. We can recruit tions to wade through, but the end result will be
people based on their personality and motiva- worth it. The trick is not to let first impressions
tion, and that makes my work very rewarding,” of a clumsily written application stand in the
says Anahita. way of the personality behind the words.
“Not everyone can get help from their parents
RECRUITMENT IS HARD WORK . The application to produce a good application,” says Anahita.
period usually runs out at the end of January, “My parents are from Iran, and they couldn’t
15THANK YOU! The very kind member of “Thank you for giving me for younger children. I will
staff said it was part of and my family a wonderful recommend you warmly
GUESTS’ “Thank you for giving our Liseberg policy. It was day. You have wonderful to everyone I know.
COMMENTS
little grandson Bill, age 17 very well done! ” staff who have been help Thanks again! ”
months, his ticket back A happy grandmother on ing us all day. Especially A satisfied guest who vis-
when he started to cry. a visit to the park. the staff at the carousels ited Liseberg in July 2015.
IN
BRIEF help me with that side of things. In fact I “Most people want to work on an attrac-
often had to help them when they needed tion or a wheel of fortune. But we have so
to communicate with the authorities.” many other jobs that the average visitor
“The important thing is that we find peo- may not think about: financial assistants,
ANAHITA ple who really want to work at Liseberg, serving staff, dishwashers, stage hands,
SOHR ABPOUR people who have a positive attitude and warehouse workers ... Personally I’m
Age: 24.
approach. We want people who are willing scared of carousels and I could never work
Job: Recruiter in HR to give a little extra; this is the trait that there; I prefer a quieter job.”
department. Studying to creates the special atmosphere at Liseberg.” Liseberg’s seasonal employees include
be an HR specialist. In February the recruitment team weeds a large proportion who have worked here
Joined Liseberg: 2013 out most of the application letters, until before. Those who have already spent a
Career at Liseberg:
Started in retail depart they have around 1,500 left. These people season here naturally have a good chance
ment, as a store assis are then invited to interviews, which are of getting another summer’s work. After
tant. conducted in groups of ten to twelve appli- six months, employees have the right to
Favourite place in cants at a time, before moving on to indi- re-employment.
the park: Våffelstället, vidual interviews and various exercises. “You obviously have to turn down a
Systrarna Olsson. You
have to agree it’s won lot of people, but the interviews are still
derful! I think waffles are THE NINE MEMBERS OF the recruitment great fun for those of us who work in
fantastic and the smell is team then allocate the job applicants to recruitment. It gives you lots of energy,
mouth-watering. whichever of the 29 job roles at Liseberg so if you want to work in recruitment, like
they feel would suit the person best. Then I do, it feels like I’ve already found my
there is a final interview. dream job.”
16PANNING FOR GOLD
How we find new Liseberg staff
for the summer season.
Applications Recruitment process Interviews
4 2 ,0 8
APPL 3 READING APPLICATIONS
I C AT I
ONS
At the start of January the nine-strong
recruitment team read through around
6,000 applications. The stack is reduced
to around one-fifth.
Anahita comments: to work at Liseberg,
“It’s about finding not just any summer
those who really want job.”
In 2015, Liseberg’s HR department
handled a total of 42,083 appli
FIRST ROUND OF INTERVIEWS
cations. In January and February
of 2016 alone, around 6,000 appli-
cations were received for seasonal Between January and the start of
summer jobs. March the recruiters interview around
152
1,500 people. The initial interviews are
with groups of ten to twelve applicants
Recruiters simultaneously, followed by individual
interviews and some tests.
9
Anahita comments: They are young people GROUP INTERVIEWS
“It usually takes quite a who have lots going COMPLETED
bit of work to arrange on, such as sports week
times for everyone. breaks in late February.” Before seasonal vacancies were
filled in 2016 a total of 152 group
RECRUITERS interviews were held with 10–12
PLUS people in each group. The most
2
DEPARTMENT INTERVIEWS difficult job category to fill is chefs.
Liseberg has 29 categories of jobs. In
February and March roughly half the Workplace training
FROM THE HR DEPARTMENT interviewees are sent to the departments
where the recruiters feel they are best
In the run-up to the 2016 summer suited. The person in charge of recruit-
season a total of 11 people worked
on recruiting seasonal employees. ment there conducts a final interview.
Service training EMPLOYMENT IS COMPLETE
By the end of March, Liseberg has gained
500–600 enthusiastic new employees.
In preparation for each season Anahita comments: believe it will leave A full 40 hours of training are
around 550 people undergo com- “Many of them will them all with memories needed on average to become
pulsory service training. come back again. I for life.” an attraction operator.
17IN
BRIEF
ISABELL A
WALLIN
Age: 31.
Job: HR adminis
trator and service
coach.
Career at Liseberg:
Started as an actor
at the Gasten Ghost
Hotel, stayed for
six seasons, the last
two of which were
as a stage manager/
operator. Works in
HR department
since 2013.
Favourite place
in Liseberg: The
FlumeRide! I love
the way you ride
up and get a view
of the entire park,
and then finish off
with two descents
that always give you
butterflies in the
tummy.
18BUSINESS PRESENTATION 2016
SERVICE TRAINING
SHAPES NEW EMPLOYEES
Liseberg’s service training is the key to a successful experi-
E
ence for guests. Isabella Wallin knows this, having given ser- AB L
LA
vice training to almost 400 employees. New employees with
IS
'S
a range of personalities, abilities and experience D
A
enter her training premises, and walk out as trained VICE
Liseberg staff.
E
ach year around 500 new Liseberg “We often give the example of the security GOALS OF
employees receive service training. guard in the park who sees a little boy wearing
Over the course of five intensive a police top who cannot take his eyes off the
SERVICE TR AINING
hours the new employees learn how guard’s uniform. The guard notices this and
important each and every one of greets the boy with a ‘Hello colleague’. Several • Create awareness of
them is to the Liseberg experience of guests. days later the boy’s father came back to Lise- what the work involves.
“The most important thing we can teach berg. He searched out the security guard and • Communicate the
them is that everyone is part of the service told him that this little comment had been the demands that are made
chain, no matter whether they work in the best part of the entire Liseberg visit for his of Liseberg employees.
warehouse or sell ice cream,” says Isabella son. It takes so little to make someone’s day. • Provide information about
Wallin, HR administrator and one of Lise- In this case just two little words.” Liseberg and service, and
berg’s own service coaches. But service training is not just a training thus promote a sense of
The service training is made up of seve course; it is also an opportunity for Liseberg confidence at work.
ral different subject blocks, and the content to create a positive atmosphere in prepa- • Promote co-operation
covers areas such as service and visitor treat- ration for the coming season. The team’s and a shared view of
ment, guests, brands, body language and exercises and discussions during the training ONE LISEBERG.
safety. The coaches act as discussion leaders are important elements in building a sense of • Convey how important
and motivators. It is rarely about right and community among Liseberg employees. the individual efforts
wrong, and no student is judged on his or her “We always have mixed groups, with of every employee are
efforts. Instead it is often the views of the participants from several different depart- for our guests’ Liseberg
new employees on the various situations and ments. If they keep in touch after the training experience. We are
examples that they discuss which give the is finished, despite not working in the same part of their experience.
coaches new insights. place, we know we have really succeeded,” Everything we do is for
“We often say that the point of this training says Isabella. the sake of our guests!
is so that we can exceed our guests’ expecta- • Convey the joy of work-
tions, and we believe we need to discuss SHE DISAGREES WITH THE IDEA that people ing at Liseberg.
how to achieve that goal together,” says are either born with a sense of service or not. • Encourage pride and a
Isabella Wallin. “I really believe that everyone can learn to sense of community.
give good service as long as they have the right • Provide the energy,
ONE IMPORTANT LESSON for those attending teacher. But what you must have is a desire to inspiration and courage
service training is that it is not always the big serve and a desire to be here. Without that it needed to exceed our
things that make a difference. just won’t work,” says Isabella Wallin. guests’ expectations.
19REGARDS TO tastic. The way he treated “We would like to give “I would like to give
YOUR STAFF us and gave ice cream an extra star to our special praise to the
GUESTS’ with sprinkles to our child waitress Annika at gate attendant, Linda,
COMMENTS “We would like you to pass was a real joy!” Stjärnornas krog. We who gave us very good
on our regards to Mats, A satisfied and happy love Liseberg!” service and a warm
the waiter at Järnvägsres young family after a visit Friends of Liseberg on a welcome.”
taurangen, who was fan to Liseberg. visit in August 2015. Guest at main entrance.
How Liseberg
can mirror the city
Liseberg aims to reflect the diversity of Gothen-
burg. Nevertheless it tends to be young people
in the same age group, from the same areas and
from similar circumstances who apply for sea
sonal jobs. To promote greater diversity Liseberg is
focusing on three key areas during recruitment.
Age Origin Disability FO C US
Most of the people who apply Joy is universal, and Liseberg Being young and having a
AR
for seasonal work at Liseberg guests celebrate everything disability is no obstacle to
are between 18 and 21 years from Midsummer Day to getting a job at Liseberg.
EAS
old. But it is not necessary to the end of Ramadan in the Thanks to Jobbswinget, a
be young to get a job. Lise- amusement park. Attracting partnership between Liseberg
berg believes that a mix of an equally mixed group of and the Swedish Public
younger and older employees employees is a bigger chal- Employment Service, around
gives guests a sense of confi- lenge. We aim to develop new 20 young people with disa-
dence and familiarity. Before contacts through partner- bilities find employment here
Rabbit Land opened in 2013, ships with organisations such each summer. For some of
for example, Liseberg actively as the Angeredsutmaningen, them the special employ-
sought out older employees ÖPPET HUS, Adonia Omsorg ment contract arranged by
in the 60-plus age group. and the Swedish Public Jobbswinget is replaced with
Employment Service. The goal standard seasonal employ-
is to persuade young people ment in the following year.
from different backgrounds
to apply to Liseberg.
20BUSINESS PRESENTATION 2016
IN
BRIEF
MIKAEL
HJERTQUIST
Age: 24.
Job: Seasonal work
as an attraction
operator in Rabbit
Land and work
experience at Frys
huset.
Joined Liseberg:
2015
Career at Liseberg:
Attraction operator
in Rabbit Land.
Favourite place in
the park: Balder!
Just before it heads
downwards and you
get that fantastic
view over Gothen
burg, and you know
that your stomach
will do somersaults
when you go
through the bends.
22BUSINESS PRESENTATION 2016
“TAKE THE INITIATIVE
AND TALK TO GUESTS”
24-year-old Mikael Hjertquist works as an attraction operator
in Rabbit Land. Apart from the obvious task of ensuring the
carousels run safely, Mikael’s work involves meeting thousands
of children and their parents. Liking people is a key require-
ment for job satisfaction in Mikael’s role.
“ I’VE ALWAYS found it easy to get on with dif- days when you just want to go home. I used
ferent kinds of people. People often tell me I’m to take it very hard when a guest was bad-
open and sociable, and that I laugh easily. These tempered or said something nasty. But it’s easier
are probably useful traits when you work in the now; I don’t take it so personally any more.
service sector. I always try to look welcoming, I don’t know the individuals and they don’t know
and the best way to do that is to have a smile me. I usually think to myself that they might
on your face. In my job you learn to read peo- have been on a downer before they met me; they
ple, their facial expressions, the way they move, may have received poor treatment or had some
whether they are stressed or relaxed. I adapt my other unhappy experience. Then I come along
approach accordingly. You realise quite quickly and explain some boring rule to them, so it’s no
what a guest is like and what they need. surprise they get irritated. Your colleagues are so
I’m the first attraction operator to use a wheel- important when you have bad days. Being able
chair, and I ride a minicross bike at work, which to talk with them and focus on the good things is
attracts a lot of curiosity, especially from child incredibly important in coping with the job.
ren. I have to answer a lot of questions about
how fast it goes. Take the initiative and talk to I WANT TO CONTINUE working with people in
guests, even if you just exchange a few sentences, the future, hopefully at Liseberg. At some point
is my top service tip. Often, all you need to do it would be fun to try out other areas, maybe
is ask a child which ride they have enjoyed most marketing. That appeals to me as well.
today, to make them feel acknowledged. I’m Working at Liseberg has given me a great deal.
good at listening as well, which is also an impor- I’ve been able to help make so many people feel
tant characteristic when you work with people. happy, but there is another side as well. I really
feel that I’ve been able to give something back
BUT IT’S NOT ALL sunshine and roses when you and do good here. That is very, very important
work in the service sector. There are naturally to me.”
23IN
BRIEF
TILDA
KJELLSSON
Age: 28.
Job: Acting re
ceptionist at Lise
bergsbyn, trained
goldsmith.
Career at Lise-
berg: Worked at
Liseberg since 2009.
Previously worked
as a camping host,
breakfast and con
ference host and
receptionist.
Favourite place in
Liseberg: Behind
the desk at Lise
bergsbyn – where
things happen.
24BUSINESS PRESENTATION 2016
“GUESTS SHOULD LEAVE
WITH A GOOD FEELING”
At the reception to Lisebergsbyn, visitors are met by a trained
goldsmith. Tilda Kjellson has a foot in each profession and feels
that there are a lot of similarities. “My job involves reading
people, whether it is a brief encounter when they check in or an
hour-long meeting to order a piece of jewellery.”
“ I’VE ALWAYS found it very easy to make contact who abuse their accommodation or who disturb
with new people. When I was eight we moved their neighbours. In difficult situations like
from Alingsås to the USA, and there you change this, having clear rules for our accommodation
class every year. That meant many new faces can be very reassuring. The same rules apply to
during the seven years we lived there, but it everyone, and we say the same thing no matter
was never a problem – I like talking to different which member of staff passes them on. I try to
types of people and I have a good memory for be absolutely clear and still maintain a positive
names and places. That ability also helps me in attitude, but some things do shake me up, and
my job as a receptionist. when that happens it’s good to let off steam with
For me, service is a foundation of society; it’s your colleagues.
absolutely vital. It’s about being able to read
people – what do they need at this precise WHAT I LIKE most about my job is that it is so
moment? And if you are sensitive to that you social. I get to meet so many people, and even if
can be one step ahead. Even if I’m not able to they are just brief encounters you can still fit a
solve a guest’s problem they will hopefully leave lot in. I generally use the quiet moment while we
with a good feeling if I have treated them right. are waiting for the computer to ask guests if they
Saying ‘I don’t know’ to a guest is not an option; plan to do anything fun in Gothenburg. A simple
what you should say is ‘I’ll find out’. And when question like that can give me lots of informa-
you have found out you will be an answer richer tion that I can use to offer really good service.
when you meet the next guest. I don’t see myself as a salesperson, but at the
We get a tremendous mix of guests at Lise- same time I really enjoy selling if it is something
bergsbyn. There is always something new I believe in and think the guest would enjoy. It’s
happening, and I never get bored. We do have important for me to be honest in my recommen-
some difficult encounters with guests in this dations, and we don’t actually sell products
job. You sometime get guests who are angry, – we sell experiences.”
25IN
BRIEF
DAVID
JOHANSSON
Age: 35.
Job: Acting area
manager of
Admissions & Tickets,
normally supervisor
in the same depart
ment.
Joined Liseberg:
1999
Career at Liseberg:
Started in park main
tenance, has also
worked in the laun
dry, gardens and as
a host.
Favourite place in
the park: There is
a place by the Main
Entrance a little way
up the slope towards
Lisebergsteatern,
where you can stand
and get a great view
of colleagues, guests
and the streams of
people entering and
leaving the park.
I enjoy it there.
26BUSINESS PRESENTATION 2016
“MY JOB IS TO MAKE
SURE EMPLOYEES
ENJOY THEIR WORK”
A temporary summer job was a lucky strike for David Johans-
son. 17 years later he is still at Liseberg, now as acting area
manager of Admissions & Tickets.
D
avid’s task is easy to explain, but much to like diversity, among your colleagues and
more difficult to achieve: ensuring among guests. It’s about valuing everyone. A
that 150 cashiers exceed guests’ lot of the people who work here now were born
expectations every day. But as a ser- in the 1990 s, and generally speaking they have
vice professional David does not see a strong need to be seen and acknowledged.”
any real obstacles, just a variety of challenges.
Which characteristic would you say is your
What was it that attracted you to the biggest asset in your job?
service sector? “My patience and my ability to see differences
“I came to Liseberg partly through coincidence. without assigning any value to them. I’m good at
A classmate of mine intended to apply and thought not letting prejudices and preconceptions affect
that I should come along too. But I’ve always my view of the people I meet.”
enjoyed working with people, so perhaps it was
not so strange that I got into the service sector; How do you go about building up a service
it probably suits my personality. You give a bit of culture in a team made up of young people in
yourself and you get so much pleasure back.” their first jobs?
“Good service starts at the top of the manage-
What do you do at work? ment team. It’s about creating a culture that can
“As a supervisor in Admissions & Tickets my job percolate through everything. Employees also
is about informing, encouraging, supporting and need to feel confident about their practical tasks.
acknowledging my colleagues. I deal with ques- When they feel confident, service becomes quite
tions, resolve conflicts and give feedback. What a natural element. At the admission desks we
I’m trying to say, in short, is that I’m an accessible are the first impression a guest gets of Liseberg,
and reassuring leader who sees each individual.” and if we make a good impression it can colour
their entire visit to Liseberg.”
What makes a good a manager in the
service industry? When do you feel you are a good manager?
“You need to have an open mind, and you need “When I have the whole team with me. If
27BUSINESS PRESENTATION 2016
REGARDS TO YOUR STAFF Wärdshuset was like a roundings all contributed manner. And the interac
warm embrace. Capable to a wonderful evening tion between them was
GUESTS’ “We enjoyed our visit to staff who treated us like for us. Our host, Lovisa, seamless. Thank you for a
COMMENTS
Wärdshuset and Liseberg. special guests, good food really made it special. She memorable evening!”
The weather was bitingly served at the perfect pace and the other staff had Guests who visited Wärds-
cold. So stepping into and the attractive sur a friendly and relaxing huset in February 2015.
I manage to get them to enjoy their work and found a better balance, so I’m not totally drained
do a good job, so that they can go home happy when I leave work.”
at the end of the day, then I’m pleased with my
efforts.” Are there similarities between Liseberg and
other service jobs you have had?
What is the most demanding part of “Definitely! They all involve giving the guest
your job? or customer an experience that exceeds their
“I don’t think I see it that way. I see it more expectations, whether it is an air flight or a visit
as a series of challenges, some big, some small. to Liseberg.”
Cheering up a colleague who has had a bad day
or is going through a bad time can be challenging.” Any special service experiences you rem-
ember?
Are there times when you feel inadequate “It’s hard to pick one in particular. The idea
in your job? of service becomes so ingrained when you work
“Yes, I sometimes feel inadequate on days in the sector, so I see good and bad service
when I’ve not had the time to go round and talk everywhere. If I get poor service I won’t go back
to everyone or really be present.” to that shop or restaurant, but if I meet someone
who has the initiative to go the extra mile, I
Where do you find support and inspiration? notice it immediately.”
Where do you get strength?
“In my exchanges with my staff, managers, col- What are you looking forward to in 2016?
leagues and guests. I am so impressionable that “I’m looking forward to a good summer with
the response I get from meeting other people lots of laughter and joy, and success in main-
gives me an enormous energy boost. At the same taining the good atmosphere we have built up.
time, a day at Liseberg is emotionally exhaust- I’m also looking forward to meeting a fresh
ing, as I can’t just give a little of myself, I have team of Liseberg colleagues and living up to
to give everything. But in recent years I feel I’ve their expectations.”
VI
DA
D’
S
HOW WE ENSURE T
MOTIVATED EMPLOYEES IPS
• Be an accessible manager. • Be self-critical before you • Listen.
• See all your colleagues. get annoyed with someone • Identify anyone who does
• Acknowledge positive else when things do not not really understand and
behaviour; say “You handled go as planned. “Could I give them a chance to
that situation well”, instead have said this in some catch up.
of pointing out faults. other way?” • Let employees learn from
• Read the individual and • Be sociable, outgoing and each other – highlight their
understand what motivates meet colleagues in their good examples.
them. work situation. • Have fun.
28THE SERVICE PROFESSIONALS
Liseberg employees get a lot of praise, but then
they are service professionals through and through.
“How we make Our staff add the shine
our guests happy” to your visit
1,281
GUESTS GIVE STAFF THE
HIGHEST RATING
91%
Out of 2,158 guests who were
asked, 1,281, or 61 per cent, gave
our staff a rating of 5 out of 5.
TIP 1. 91% of guests say that they feel the staff
at Liseberg gave them a friendly and happy
welcome. They give our employees a rating
GET DOWN TO THE SAME LEVEL Feeling acknowledged of 4 out of 5.
WHEN YOU TALK TO CHILDREN.
TIP 2.
VIP Top score for Rabbit Land
CONGRATULATE THOSE WHO WIN.
76% of guests felt that Liseberg
TIP 3. staff noticed them and made
them feel valued as guests.
OFFER TO TAKE A PHOTO SO
THAT THE WHOLE FAMILY CAN
BE IN THE PICTURE. “Staff”
TIP 4.
KEEP STICKING PL ASTERS IN
YOUR POCKET FOR CHILDREN The word “staff” makes up
WHO FALL OVER. 17% of all the words in positive
comments from guests.
TIP 5.
Well-informed
92%
IF GUESTS ASK YOU HOW TO
GET SOMEWHERE, OFFER TO
?
LEAD THE WAY.
TIP 6. SATISFIED VISITORS TO
RABBIT L AND
BORROW USEFUL PHRASES
The staff at Rabbit Land get the highest
FROM SKILLED COLLEAGUES AND 91% of guests felt that the scores of all in surveys of guests. 92% per
REUSE THEM IF YOU ARE SHORT staff at Liseberg can answer cent of guests felt that the staff in Rabbit
OF INSPIRATION. guests’ questions. Land were friendly and service-minded.
29How Liseberg will
become one of the best
workplaces in Sweden
One of Liseberg’s goals is to be one of the best
workplaces in Sweden. When 300 colleagues
gathered at the Colleagues Forum in February
2016 their shared task was to decide “how”.
The result was four keys, which describe how
we can work together as colleagues to make LLE A
G
CO
U ES F
our working environment even better.
M
ORU
Respect each Show appreciation Find information You’re either
other and show and celebrate and stay with us
understanding success informed – or not
There are almost 100 When opening day Can you ever have too No one is forced to work
different job categories at approaches, or we are in much information? Some at Liseberg. If you do not
Liseberg. All our duties are the middle of the peak colleagues like to know want to be part of the
equally important and we season and tasks are pil- everything that is going company or do not enjoy
are all part of the service ing up, it is easy to forget on in the company, while the culture that exists
chain. Despite this, we to pause and take satis- others feel that too much here then it is better to
sometimes find it diffi- faction in the job we have information gets in the change job than to go
cult to show appreciation done. We all need to help way and diverts energy around feeling unhappy.
of each other’s circum- by praising each other for and resources from our An unhappy colleague can
stances and differences. the things we do well and tasks. But whichever destroy an entire team. If
Try to put yourself in your taking time celebrate our group you fall into, every- you don’t enjoy the job, do
colleague’s work situation successes. This is not just one has a responsibility something about it!
before you get irritated the responsibility of man- to ensure that the infor-
about work that is not agers – everyone can help mation others need to
done in the “right” way. to give colleagues positive do their jobs is passed on,
feedback. and that a colleague who
needs certain information
should actively seek it out.
30BUSINESS PRESENTATION 2016
LISEBERG COMES
11TH IN 2015 LIST
On 16 March 2016 the
Great Place to Work gala
was held to announce
the best workplaces in
Sweden in 2015. Liseberg,
which had taken part in
the survey for the first
time, achieved a respec
table 11th place in the
big companies category.
Getting a place in the
top 15 in the first year is
seen as a big achieve-
ment. Now we can con-
tinue our climb towards
the top.
31BUSINESS PRESENTATION 2016
Park news
means added
value for guests
NE W
Liseberg is renowned for presenting spectac
ular new attractions. 2016 is no exception. NEW
FOR 2016
But the news this year involves more than
just high speed and g-forces. The real aim is • AEROSPIN
to give guests added value during their visit An interactive flying
experience 70 metres
to Liseberg. above sea level.
• CHILDREN’S PARADISE
PLAYGROUND
HIGH UP in the southern part of Liseberg a urge to explore, and a two-storey carousel A fantasy-filled play-
new park area has taken shape during early that is free to ride has been built alongside. ground with slides,
spring. The site where classic Liseberg attrac- “The best thing about Liseberg’s new suspension bridges and
tions such as the Ferris Wheel, Höjdskräcken attractions for 2016 is that they include climbing towers.
and Uppskjutet previously stood, was a rela something for everyone, from the youngest
tively forgotten corner of the park despite children to their grandparents,” says Andreas • THE VENETIAN
these exciting rides – overlooked and a Andersen, CEO of Liseberg. CAROUSEL
little inaccessible due to steep steps and A two-storey carousel
dense greenery. THE NEW AREA also features this year’s big where little adventurers
new attraction, AeroSpin, which offers an inter can ride for as long as
IN 2016, LISEBERG’S GUESTS will be greeted active aerial adventure high above the park. they want, without a
by a totally different sight. The new area of AeroSpin is actually the only one of the new ticket.
the park, which goes under the collective attractions that guests need to use tickets for. • EMILY’S GARDEN
name of Liseberg Gardens, is a Victorian gar- “Offering guests added value in the shape of A garden celebrating
den oasis where young families especially will experiences that are free of charge is our way Liseberg’s best-known
find a mix of calm and activities. In addition of giving back to our guests – treating them to resident, Emily Nonnen.
to the gardens, picnic area, nursery and café, a little extra,” says Andreas Andersen.
the area is home to a gigantic playground A massive SEK 100 million has been invest- • THE FORBIDDEN
called Children’s Paradise. Slides, suspension ed in the new area, and this includes a new GARDEN
bridges, climbing towers, lianas and giant serpentine path that makes it easier to get up Exotic plants from all
bird cages awaken the young adventurers’ the hill. over the world.
32REGARDS TO YOUR a friend, who has cancer. said that they were so seeing the girls’ faces
STAFF You gave these girls a fan keen to make sure we had when they came home
GUESTS’ tastic day; what wonderful a good time! Thumbs up was magical! Thank you
COMMENTS “ I just want to thank you staff you have! They were for Liseberg, you have once again.”
all. My daughter was at absolutely brilliant – so given pleasure to many Mother of a girl who
Liseberg yesterday, on 23 accommodating, friendly people, including those of visited the park in
August 2015. She was with and kind. My daughter us who weren’t there – August 2015.
Thoughtfulness in
every part of the park
Service is something that usually happens
in encounters between staff and guests. But
there are some situations where facilities are
more important to guests than a helping hand.
Here are some of the most appreciated service
facilities in the amusement park.
1 NURSERIES 4 WASHROOMS 7 GUEST SERVICES 9 PL AYGROUNDS
The park has two nurseries. There are many washrooms Guest Services is located Kids are full of energy, and
They are equipped with com- scattered all around the in the middle of the park. after sitting still for a while it
fortable armchairs, micro- park, indicated by signs and Guests can get help here can be a relief to run, climb,
wave ovens, small private on the map, so the nearest with everything from sticking jump and go wild. Liseberg
rooms, changing tables, wet washroom is never far away plasters to ticket refunds. has three playgrounds, two
wipes and nappies. or difficult to find. There is also a height chart in the amusement park,
so young Liseberg visitors can and one at Lisebergsbyn
2 RECYCLING 5 PICNIC AREAS check which rides they are Kärralund.
tall enough to go on.
SELF-SCANNING
There are several locations Around the park there are FREE 10 CHECK-INS
around the park where guests tables and benches intended 8 ATTRACTIONS
can recycle their waste. There for guests who bring their
are recycling bins for each own food along – a popular Frequent visitors to Liseberg
category of waste that can way of keeping down the cost The Venetian Carousel in the who hold an Annual Pass
arise during a trip to Liseberg. of a visit to Liseberg. new Children’s Paradise play- should not need to queue
ground is not only charming at the entrance. Our self-
to watch with its two tiers of scanning check-ins between
MOBILE CHARGING STAGE
3 6 horses and decorative design, the towers at the Main
STATION ENTERTAINMENT it is also completely free Entrance let guests come
to ride. straight into the park.
Mobile phones can be re- All entertainment at Liseberg
charged in Guest Services. A is included in the admission
charged mobile phone gives price. Spontaneous concert
added security for children experiences, theatre visits or
and parents who can easily dance evenings give added
get separated during a visit. value to a visit to Liseberg.
34BUSINESS PRESENTATION 2016
THANK YOU! Liseberg the best day ever hand in their pacifiers) and Liseberg last summer, but enburg we took the oppor
for our child. Thank you the staff there are pheno unfortunately became very tunity to visit you. What
“You are truly amazing! My for putting children first! menal!” ill. The staff were incredibly an absolutely brilliant day!
daughter has epilepsy and Our daughter is still talking Mother of child with helpful. My wife and I were Many thanks Liseberg!”
needed an escort when about all the rabbits and epilepsy, July 2015. given new admission tick Patrik, a guest who had
she came to Liseberg Your carousels. ‘The Nappo ets and Ride Passes. The to postpone his first visit
staff made our visit to meter’ (where children can “I was planning to go to next time we were in Goth in July 2015.
1 8
5
9 11
2
5
11
4 10
12 6
3 7
11
13
1 5
6
6
11 EXPRESS PASS 12 FIRST AID 13 NAPPOMETER
Those who book a Liseberg At Guest Services in the mid- Giving up a pacifier is not
visit online have the oppor- dle of the park there is a first easy when you are little. But
tunity to select a free Express aid room where guests can it can be easier if you know
Pass, which allows guests to get sticking plasters or just lie that your pacifiers are being
bypass the queue for three down and rest for a while if safely looked after by the
of Liseberg’s most popular they feel ill. rabbits in Rabbit Land. The
attractions. Nappometer offers a happy
ending to children who are
ready to say goodbye to their
pacifiers.
35You can also read
