The Seven Habits for Attraction Leaders – Part Six: Synergize

Synergizing Ticket Sales.

synergyHabit Six, Synergize, helps us to understand that we are stronger together. In math, we all know that 1+1 equals 2; with Habit Six, Synergize, 1+1 might equal ten…or twenty…and even one hundred or more. When we put our heads together to solve a problem, we are greater than the sum of our parts. When we harness the power of all five previous habits, something magical happens. Real collaboration and synergy has taken root.

When we combine the following five habits to the formula of synergy, look out for the results. In our attractions world, we can achieve synergy in many areas including our daily operating procedure, hiring processes, and within the guest experience. 

Cramped Quarters.

synergizeIn early 2011, I began working within the admissions leadership team at Universal Orlando Resort. Almost immediately, I noticed how poorly laid out the inside of the ticket booths was. Ticket sellers at Universal Orlando resort process thousands of dollars in transactions each day. They work with many important documents including credit card slips, vouchers, and park tickets. As a result, they need a lot of countertop space to stay organized yet their work environments at both parks were cramped quarters to say the least.

The layout at the Islands of Adventure ticket booths was especially problematic. There were six ticket booths, each with four windows. At IOA, the workstation layout for each of the four ticket windows was completely different. The keyboards were often placed on one side of the window while the computer monitor was on the other. At some workstations, ticket printers were in rolling cabinets underneath the counters while in others, they sat atop the counter. Ergonomics was a huge problem and to make matters worse, people were getting hurt.

Innovation and Ingenuity.

While the ticket booths had issues, my fresh eyes saw them clearly. I wanted to improve the physical work environment but I also knew that I couldn’t just go around rearranging workstations. True, I needed a plan…but first, I needed buy-in.

I spoke with my admissions cashiers, my leads, and my fellow leadership team to get their thoughts on what improvements were needed. I also brought in the experts from Universal’s carpenter shop, IT team, and safety unit to get their input and to identify the best direction for the remodel.


As a result of the collaboration with my team and the experts from other departments, we made the following enhancements:

  • mounted monitors to the wall for greater desk space,
  • eliminated the bulky under-counter BOCA printer cabinets,
  • rerouted wires (cable management)
  • aligned keyboards with their corresponding monitors, and
  • purged the junk being stored in the ticket booth.

Now, Universal's Pass Sellers enjoyed a safe, clean, and user-friendly environment in which to work. The power of coming together to achieve a greater result--that how synergy works for teams.

"Synergy is what happens when one plus one equals ten or a hundred or even a thousand! It's the profound result when two or more respectful human beings determine to go beyond their preconceived ideas to meet a great challenge."

Stephen Covey