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BUSINESS PRESENTATION WELCOME! Lots of Joy

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BUSINESS PRESENTATION WELCOME! Lots of Joy 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 Gothen burg. 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 concert s, 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 01 EMPLOYEES ARE THE KEY TO ONE OF THE BEST WORKPLACES THE SERVICE PROFIT CHAIN IN SWEDEN 41 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 02 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 Gothen burg 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 96 1 0 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.
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