The current General Manager of Baha Bay Waterpark, located in the Baha Mar resort on the island of New Providence, Bahamas, discusses her unique career path in this new interview. From her beginnings as a tourism student and, simultaneously, ice skating instructor and municipal swimming pool manager, to Operations Director first at Yas Waterworld and then at Ferrari World Abu Dhabi theme park. Along the way, she shares some of the secrets of her profession and also some final advice to her younger self at the beginning of her career.
Amusement Logic: Your first job, while studying for a bachelor’s degree in Parks, Recreation and Tourism, was as a skating instructor. What moment or experience convinced you that this was your path?
Melissa Lockwood: I spent the winters working at the ice arena, coaching skating and the summers running municipal pools. It was while I was studying in school that I realized that this part-time experience could help me transition to a full-time role in parks and recreation and that I was already getting some incredible work experience while studying.
A.L.: From working in cities in Texas and Missouri (USA), you jumped to become part of the opening team at Yas Waterworld, Abu Dhabi (UAE), a $250 million park. How did this change come about?
M.L.: I had the opportunity to speak at the World Waterpark Association (WWA) Show in 2011 in New Orleans, Louisiana, while I was working for a municipality in Texas. This was my first year attending the WWA Show and I was impressed by how big the industry is and the opportunities that exist. I heard that a new waterpark was opening in Abu Dhabi the following year and decided to take a chance and apply for a role there. After a few interviews on Skype, I was offered a role and moved to Abu Dhabi in 2012.
A.L.: What was the most challenging thing on a personal level when you became director of operations at Ferrari World Abu Dhabi?
M.L.: I believe the biggest challenge can also be a strength – that was the diversity of the team. Training associates from around the world on standard operating and safety procedures, often not in their first language (English), was a challenge that we tackled as a team. By employing a diverse workforce, we were able to enhance interactions with our guests, who also were visiting Yas Island from around the world. We also got to learn about the cultures and traditions from around the world which helped to strengthen the team’s bond and camaraderie.
A.L.: During that time, you helped to “nationalize” talent, in line with Farah Experiences’ objectives. How did this process unfold?
M.L.: The UAE has a strong vision around providing opportunities for Emirati associates to learn and grow within the hospitality and tourism sector. We had the incredible opportunity to work with young Emiratis, many of whom may be in their first job, and really show them the ropes of the day-to-day operations of the parks. Many of those associates have continued to grow and climb into the top ranks of businesses across the region, demonstrating their business and operational acumen.
A.L.: The World Travel Awards, the WWA, and Aquatics International recognized Baha Bay Waterpark with numerous awards. What is the secret to a water park achieving so many distinctions?
M.L.: Continuous growth and pushing the envelope is what has allowed Baha Bay to be recognized by industry associations repeatedly. We never sit back and relax; we are always looking at the next opportunity and way to level up. Our rallying cry this year is #Elevate2026 – we want to ensure we are always elevating the guest and associate experience in new and innovative ways.
A.L.: When you think about innovation, what motivates you most: technology, the visitor experience, or business sustainability?
M.L.: There are so many new developments in industry that it is difficult to narrow this down. I have a passion for sustainability and so that really excites me. We have already implemented quite a few measures around Baha Bay to ensure we’re as sustainable as we can be on a small island nation. I also always revert to the visitor experience which is what keeps our guests returning to Baha Mar and Baha Bay. How can we continue to elevate the experience and be best in class?
A.L.: What did it mean to become Crisis Manager for a theme park as massive as Ferrari World Abu Dhabi, and how did you handle the pressure?
M.L.: Filling the role of Crisis Manager in any park can be quite an undertaking, but training is the key. Across both Ferrari World & Yas Waterworld, we had a robust training program for both the Duty Manager & Crisis Manager roles. Knowing that I had all the required training, along with a strong leadership team around me, made this much easier.
A.L.: As an auditor at Ellis & Associates, and as a park manager, you had to combine fun with safety. How do you personally experience that responsibility, especially with high-risk attractions?
M.L.: Adequate training is key to the safety and success of any attraction, from a simple playground to the highest thrill rides and attractions. Working side-by-side with the manufacturer helps to build trust, and understanding prior to operation can be extremely helpful. Understanding the guest journey and experience is essential to providing a fun and safe experience and seeing that through the designer’s or manufacturer’s perspective can help operators to create signage, training programs, inspections, and more. Maintaining a relationship with the supplier can make solving challenges down the road simpler and more effective. I always imagine if I were to put my closest friend or family member on a ride, what would their experience be and how can it be improved?
A.L.: You have formed teams ranging from 40 to 250 people. What is your foolproof philosophy for motivating and uniting such a diverse group?
M.L.: I’m certain it’s not foolproof but I believe the key to motivating teams is to find what particularly motivates each member of that team and tying it back to their core job responsibilities. How can providing a safe, clean, and fun environment for our guests impact the bottom line, possible pay increases, reinvestment and expansion in the property, and more? Each one of our team members matters and showing up, giving their best effort and working together daily makes a difference in our overall performance.
A.L.: If you could give one piece of advice to your younger self at the beginning of your career, what would you say?
M.L.: I would say to take risks, never stop learning and enjoy the ride! Keep building industry relationships and investing in yourself and those around you. We work in an incredible industry that brings joy to our guests. Take the time to enjoy it occasionally by getting out in your park and experiencing it as a guest!
