Ep. 147 - Fixing Frontline Retention through Leadership and Culture Secrets with Matt Heller

On this episode of the Memory Makers Podcast, Russ sits down with long-time friend, author, and attractions industry veteran Matt Heller from Performance Optimist Consulting.
Matt’s journey in family entertainment and attractions began at age 18 as a ride operator, ultimately leading to over a decade as Senior Trainer of Leadership Development at Universal Orlando Resort. Today, Matt helps leaders across the attractions space grow through tailored coaching, books, workshops, and actionable strategies.
"If you take your values and you say, 'I'm going to apply that value to every single one of those processes'—hiring, training, recognition, and discipline—it creates a very clear path for people and a clear understanding of what those expectations are."
— Matt Heller
Matt dives deep into the real dynamics behind frontline hiring, effective team development, and why traditional mid-season burnout is actually a leadership myth.