Hassan Ramadan, General Manager at Garden City Water Park & Phnom Penh Safari, Cambodia

In this new interview, we delve into the experience of a professional in the Asian market of parks and attractions for leisure, tourism and entertainment. That experience, which began as a lifeguard at Four Seasons Hotels and Resorts and Atlantis Resorts water parks, and continued at Ramayana Water Park, has led him, through operations, financial management and marketing, to the general management of Garden City Water Park and the animal park in Phnom Penh, the capital of Cambodia. In addition to the excellent craft he demonstrates, he offers those of you interested in the sector a few good tips – not to be missed!

Amusement Logic: Why did you start working as a lifeguard: choice or chance?

Hassan Ramadan: It was a choice. Because In my youth, I was particularly fond of spending time at beaches and waterparks. I find immense pleasure in engaging in this pastime, and it fulfills me to spread happiness to those around me.

A.L.: With over a decade of experience in the leisure and entertainment industry, what lessons have you learned that you didn’t expect when you started your career? Is there a moment that you consider a turning point in your professional life?

H.R.: In a fast-paced environment like a water park, effective collaboration among team members is essential. I’ve learned to value the diverse perspectives and skills that each individual brings to the table. Additionally, unexpected situations can arise frequently, requiring me to be adaptable and think on my feet. This has helped me develop a strong problem-solving mindset. Finally, I’ve realized that creating positive experiences for our guests is paramount. By providing excellent customer service, we can foster a welcoming and enjoyable atmosphere.

One turning point in my career was when I was promoted to a supervisory role. This required me to not only understand the technical aspects of my job but also to manage a team, delegate tasks, and resolve conflicts. It was a challenging but rewarding experience that helped me develop my leadership skills and broaden my perspective.

A.L.: How do you manage the balance between such a demanding career and your personal life? Are there any routines or activities that help you unwind and stay motivated?

H.R.: Balancing a demanding career in the water park industry with my personal life can be challenging, but it’s important to prioritize both. Effective time management and planning are key. I try to schedule my work hours in a way that allows me to spend quality time with my daughter.

When I’m not at work, I enjoy outdoor activities like swimming and playing golf to relax and unwind. These activities help me clear my mind and stay motivated. Additionally, I find that setting boundaries and learning to say no are essential for maintaining a healthy work-life balance

A.L.: In your experience, you have established and managed annual budgets with effective controls. What do you consider to be the biggest challenges in the financial management of a water park or safari, and how do you deal with them?

H.R.: One of the biggest challenges is seasonal fluctuations. Revenue can vary significantly throughout the year, making it difficult to accurately forecast and allocate resources. To address this, I implement flexible budgeting techniques that allow for adjustments based on actual performance. Additionally, I focus on cost-saving measures during off-peak seasons, such as reducing staff hours and optimizing energy consumption.

Another challenge is unexpected expenses, such as equipment failures or natural disasters. To mitigate these risks, I prioritize risk assessment and contingency planning. By identifying potential threats and developing strategies to address them, we can be better prepared to handle unforeseen challenges.

Finally, accurate financial reporting is crucial for effective decision-making. I ensure that our financial systems and processes are robust and compliant with industry standards. This allows us to generate reliable financial data that can be used to monitor performance, identify trends, and make informed business decisions.

A.L.: Given your focus on marketing and sales, what strategies have been most effective in attracting both local and international tourists?

H.R.: To attract both local and international tourists to our water park and safari, we’ve implemented a variety of marketing strategies. For local visitors, we’ve focused on building strong relationships with local communities , offering special promotions and discounts for residents.

For international tourists, we’ve leveraged digital marketing channels such as social media and online travel agencies to reach a global audience. We’ve also partnered with tour operators and travel agencies to promote our attractions to their clients.

As for digital marketing channels we also use for local as well

A.L.: You have demonstrated strong team management and motivational skills. What techniques do you use to keep your team motivated and ensure that everyone is working towards a common goal?

H.R.: I believe that a positive and supportive work environment is essential for motivating a team. To achieve this, I focus on open communication, recognition, and empowerment.

Open communication is key to building trust and ensuring that everyone is aligned with the team’s goals. I encourage the team members to share their ideas and concerns openly, and I make a conscious effort to listen actively and provide constructive feedback.

Recognition is another powerful motivator. I make sure to acknowledge and celebrate both individual and team achievements. This can be as simple as a verbal thank you or a small token of appreciation.

Finally, empowerment is essential for fostering a sense of ownership and responsibility. I delegate tasks based on individuals’ strengths and interests, and I provide them with the necessary resources and support to succeed. By empowering my team members, I encourage them to take initiative and contribute to the team’s overall success.

A.L.: Are there plans for new attractions or services at Garden City Water Park or Phnom Penh Safari? How do you decide what new features to add to attract more visitors?

H.R.: Yes, we have several exciting plans for new attractions and services at Garden City Water Park and Phnom Penh Safari. We are constantly evaluating market trends and visitor feedback to identify opportunities for growth and innovation. When deciding what new features to add, we consider several factors, including:

• Visitor preferences: We conduct surveys and gather feedback from our guests to understand their preferences and expectations.
• Market trends: We stay up-to-date on industry trends and identify emerging attractions and technologies that could be suitable for our parks.
• Feasibility and profitability: We evaluate the potential costs and benefits of each new feature to ensure that it is a viable investment.
• Alignment with our brand and mission: We make sure that any new additions are consistent with our brand values and our commitment to providing a memorable experience for our visitors.”

A.L.: With experience in managing operations at both water parks and animal parks, what are the main operational challenges you face and how do you handle them to ensure a smooth operation?

H.R.: Managing operations at both water parks and animal parks presents unique challenges due to the different nature of these attractions. In water parks, weather-related issues can significantly impact attendance and operations. To mitigate this, we have contingency plans in place, such as indoor attractions or flexible scheduling, to minimize disruptions.

In animal parks, animal welfare is a top priority. We adhere to strict regulations and guidelines to ensure the well-being of our animals. This includes providing adequate living conditions, nutrition, and veterinary care. Additionally, we invest in staff training to ensure that they are equipped to handle animals safely and responsibly

A.L.: How do you see the future of this industry in Cambodia and Southeast Asia? What trends do you think will be most relevant in the coming years?

H.R.: The future of the leisure and entertainment industry in Cambodia and Southeast Asia looks promising. With increasing economic growth and rising disposable income, there is a growing demand for leisure activities and experiences.

Several trends are likely to shape the industry in the coming years:

• Sustainability: As environmental awareness grows, there will be a greater emphasis on sustainable practices in water parks and animal parks. This includes reducing waste, conserving energy, and protecting biodiversity.
• Technology: Technology will continue to play a significant role in enhancing the visitor experience. Virtual reality, augmented reality, and mobile apps can provide interactive and immersive experiences.
• Customization: Visitors are increasingly seeking personalized experiences. Offering customizable options, such as tailored tours or VIP packages, can attract more customers.
• Experiential tourism: There will be a growing focus on experiential tourism, where visitors seek unique and memorable experiences. Combining attractions with cultural or educational elements can enhance the overall value proposition