Service Is Theater & Your Team Is The Cast

One of the greatest gifts of working in theme park entertainment is learning to see service differently—not as a task list, but as performance.

Not performance as in faking it.
Performance as in intentionality.

A script, a scene, a character, a purpose.

In hospitality and client service, we’re constantly onstage. Every interaction tells the audience something about who we are. And just like in theater, the backstage world matters just as much as the front.

Your teams perform better when they understand:

• the role they play,

• the story they’re helping tell,

• and the guests they’re performing for.

When I consult with organizations, we focus on building that clarity. Who are we? What story are we telling? And how does every role contribute to it?

This isn’t about perfection, it’s about presence. When teams feel grounded in their purpose, they show up stronger, more confidently, and with more creativity.

Takeaway:

Ask your team: If our service was a story, what chapter are you helping write? Let that answer shape your processes and your culture.