2016

BUSINESS PRESENTATION WELCOME! Lots of joy ...

LISEBERG AB OPERATES 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 inclu ­ded 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 3 0 HOW LISEBERG WILL BECOME 0 1 EMPLOYEES ARE THE KEY TO ONE OF THE BEST WORKPLACES THE SERVICE PROFIT CHAIN IN SWEDEN 4 1 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 0 2 IN SEARCH OF DIVERSITY 36 STRATEGIC FRAMEWORK 2 SERVICE IN PRACTICE: MIKAEL, 38 LISEBERG IN FIGURES

2 BUSINESS PRESENTATION 2016

3 BUSINESS PRESENTATION 2016

HALLOWEEN – A SEE YOU GREAT SUCCESS

SOON! In the storm-swept park, with three houses of horror and ... horror mixed grim characters who prowl the darkest areas, Halloween offered an experience with excitement 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% park is visited by around three million guests each year. In 2014 and 2015 we 33,000 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- ence a rating of 4 or 5. Number of employees at Liseberg

Guest nights Liseberg employs: 146 METRES ABOVE SEA LEVEL 380 The highest point at Liseberg is the free-fall attraction, FULL-TIME AtmosFear. The view is a real STAFF treat, if you dare to keep your eyes open. And almost:

230,000 guest nights were Liseberg values spent in accommodation at 2,400 Liseberg in 2015. SEASONAL EMPLOYEES

Candy floss Rides & Attractions SAFETY thoughtfulness 131,480 PIECES QUALITY

An amusement park without candy floss is no real amuse- 40 joy ment park. In 2015, Liseberg guests ate 131,480 pieces of The total number of attractions that Liseberg offers candy floss. 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.«

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 TWe 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

LEFT: Galoschgungan was one of the big attractions in the first version of the The present meets Children’s Paradise playground in 1924.

TOP RIGHT: The urge to scare ourselves a little is nothing new the past at Liseberg for Liseberg visitors. Blå tåget, which was renamed Spöktåget for a while, offered Halloween, the Children’s Paradise play- just the right dose of fear for many years. ground and beautiful gardens are mod- The photo was taken ern attractions at Liseberg. But the park in 1949. BOTTOM RIGHT: has of course offered visitors a variety of It has always been important to provide oases of calm at scary rides, playgrounds and quiet oases Liseberg. The photo shows Lusthuset, to take a stroll in over the years. Here are which in 1960 was converted into a post a few snapshots of various services from 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

1960 S

1985

Employee of the year was first introduced in 1985. Ulf “Pelle” Jönsson from Liseberg AB, Britt Kling from Lisebergs Restaurant AB, and Elisabeth Gröndahl-Schröder from Hotell The Children’s Paradise playground has taken various 10 Liseberg Heden AB all received forms over the years. This photo shows the playground öre employee of the year awards. in 1960.

Pushchairs Shoe shining In 1934, children who had trav- elled a long way were given a YEAR discount at Liseberg. Admission Stig Ekström and Per 1939 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 in the park the two shoe-shine stalls to get their In 1965, Liseberg began renting shoes polished. out pushchairs to visiting young families for the first time. Accommodation Book borrowing 192 “Countless white benches have In 1977 a specially built book 37 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.

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 R 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

10 BUSINESS 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.

11 WHAT 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 1. 2.

INTERNAL EMPLOYEE Profit Chain 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 sion dream team cycle is part of a manage- And if the manager genuinely cares about his is Mike Hohnen’s 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.”

12 BUSINESS 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 6. CUSTOMER PROFIT AND 1. QUALITY deliver value. SATISFACTION 8. GROWTH

To reach a basic level of There is no loyalty The large majority of satisfaction and, hope­ 4. EMPLOYEE without first having successful service com- fully over time, more PRODUCTIVITY 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 services has, more than 2. EMPLOYEE SATISFACTION ever, become a crucial CUSTOMER frontline employee skill. 7. LOYALTY The first step to A high degree of custo- great loyalty is basic 5. VALUE 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.

13 IN 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.

14 BUSINESS 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.

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 T 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

15 THANK 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, SOHRABPOUR 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.”

16 PANNING FOR GOLD How we find new Liseberg staff for the summer season.

Applications Recruitment process Interviews

42,083 APPLICATIONS READING APPLICATIONS

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 1,500 people. The initial interviews are with groups of ten to twelve applicants Recruiters simultaneously, followed by individual interviews and some tests. 152 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 9 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 DEPARTMENT INTERVIEWS difficult job category to fill is chefs.

Liseberg has 29 categories of jobs. In 2 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.

17 IN BRIEF

ISABELLA 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.

18 BUSINESS PRESENTATION 2016

SERVICE TRAINING SHAPES NEW EMPLOYEES

Liseberg’s service training is the key to a successful experi- ence for guests. Isabella Wallin knows this, having given ser- BELL A A S

I '

vice training to almost 400 employees. New employees with S A a range of personalities, abilities and experience D enter her training premises, and walk out as trained V I C E Liseberg staff.

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 SERVICE TRAINING Over the course of five intensive a police top who cannot take his eyes off the 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 E 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.

19 REGARDS 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.

C Age Origin Disability FO U S

A Most of the people who apply Joy is universal, and Liseberg Being young and having a R for seasonal work at Liseberg guests celebrate everything disability is no obstacle to E are between 18 and 21 years from Midsummer Day to getting a job at Liseberg. A S 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.

20 BUSINESS 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.

22 BUSINESS 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.”

23 IN 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.

24 BUSINESS 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.”

25 IN 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.

26 BUSINESS 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.

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 1990s, and generally speaking they have vice professional David does not see a strong need to be seen and acknowledged.” Dany 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

27 BUSINESS 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.”

AVID D ’ S

HOW WE ENSURE T MOTIVATED EMPLOYEES I P S

• 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.

28 THE 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 PLASTERS 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 IF GUESTS ASK YOU HOW TO GET SOMEWHERE, OFFER TO LEAD THE WAY. 92% TIP 6. SATISFIED VISITORS TO ? RABBIT LAND 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.

29 How 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 LLEAG we can work together as colleagues to make O U

C E

S

our working environment even better.

F

O M R U

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 appo r­ ­aches, 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.

30 BUSINESS 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.

31 BUSINESS PRESENTATION 2016

Park news means added value for guests

NEW Liseberg is renowned for presenting spectac­ ular new attractions. 2016 is no exception. NEW But the news this year involves more than FOR 2016

just high speed and g-forces. The real aim is • AEROSPIN An interactive flying to give guests added value during their visit 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.

32 NEW FOR 2016 REGARDS 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 PLAYGROUNDS

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 10 8 FREE CHECK-INS around the park where guests tables and benches intended 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 3 MOBILE CHARGING 6 STAGE 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.

34 BUSINESS 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.

35 BUSINESS PRESENTATION 2016

WHAT WAS THE BEST despite it being the last tion we and our four-year- was touchingly consider­ PART OF YOUR LISE- weekend.” old got when we handed ate and very impressive.” GUESTS’ BERG VISIT? Guest in Rabbit Land dur- in pacifiers in Rabbit Land. Satisfied Rabbit Land COMMENTS ing final weekend in 2015. Our child was obviously guests in July 2015. “The patient way that the wary, and the response of attraction staff greeted “The best part of our Lise­ the young man who stood every rider with a smile, berg visit was the recep­ next to the ‘Nappometer’

Strategic framework

MISSION VISION BUSINESS CONCEPT

Liseberg is the heart of The best-loved meeting Liseberg creates Gothenburg place in Gothenburg experiences that are worth looking forward to

Our heritage and roots originate Liseberg will be the best-loved meet- Liseberg creates experiences that in the traditional Swedish peoples’ ing place in Gothenburg and the are worth longing for. Liseberg is park and the European garden of most longed-for destination in Swe- Gothen bur­ g’s amusement park and paradise. Like other urban parks in den. Gothenburg will be the most Sweden’s most appealing desti- Scandinavia, Liseberg is a mirror of popular city in Sweden in which to nation, combining entertainment, its home city. For almost a hundred live, work and socialise. And Lise- attractions, restaurants and accom- years Liseberg has been the pride berg will be the place in Gothenburg modation. We create experiences of Gothenburg and a place to meet where people have the most fun. here that are constantly updated in the city. People come here to Time after time we will give every- with a mix of creativity and original- celebrate the all-too-short summer, one who visits us experiences and ity. Liseberg is intended for everyone and find a gleam of light in the all- lasting memories that are built on – inclusive and reassuring. With the too-dark winter. We are part of the an emotional foundation of longing, help of enthusiastic and motivated Gothenburg’s history, its culture and love and joy. Together, Liseberg and colleagues we build lasting relation- its people. Together, they form the Gothenburg will always be the most ships with our guests that lead to soul of Gothenburg, while its heart is appealing destination in Sweden – a a solid business. The profitability of Liseberg. People have been meeting place where everyone longs to be. Liseberg is always balanced with our here to have fun together for gener- heritage, our cultural role and the ation after generation. importance of Gothenburg as a des- tination. We never act for the short term, as we know that Liseberg is on loan to us on behalf of future generations.

36 LISEBERG’S GOALS LISEBERG’S BUSINESS GOALS BUILD ON FIVE DIFFERENT PERSPECTIVES

GUESTS COLLEAGUES BRAND SUSTAINABILITY FINANCE Our goal is to be Our goal is to be Our goal is to Our goal is to ad- Our goal is be a the best-loved one of the best be the pride of minister Liseberg strong company meeting place workplaces in the city and to with a long-term that grows and in Gothenburg, Sweden. enhance Gothen- view, since Lise- innovates. generation after burg. berg is on loan generation. to us on behalf of future generations. BUSINESS PRESENTATION 2016

Liseberg in figures

12.2% OPERATING 140 11.6% 13.0% INCOME 8.6% 105 8.0% 9.8% 6.2% Operating income 70 6.5% (after financial items), SEK million 35 3.3% Operating margin 0 0.0% 2011 2012 2013 2014 2015

74.2% EQUITY 1,600 68.8% 80% LISEBERG 58.4% 53.2% 2015 1,200 49.0% 60% Total assets, SEK million 800 40% • GUESTS OF Equity ratio, % LISEBERG 400 20% GROUP: 3,471,000 0 0% 2011 2012 2013 2014 2015 (3,462,000)

• TURNOVER: SEK 1,139m (SEK 1,085m) INVESTMENTS 300 • PROFIT: SEK AND CASH FLOW 250 211 209 122m – all-time 200 high! (SEK 119m) 147 Investments 150 140 144 • CASH FLOW: (excl. Skår 40:17), 100 SEK million SEK 211m 50 (SEK 209m) Cash flow, 0 SEK million 2011 2012 2013 2014 2015

38 LISEBERG 2015

LISEBERG AB Box 5053 SE-402 22 Gothenburg Phone: +46(0)31-400 100 Corporate ID: 556023-6811

Text: Liseberg & Rubrik Layout & production: Rubrik Photography: Anna-Lena Lundqvist & Liseberg. Printing: Göteborgstryckeriet