Brad Collins is the President and COO of Uptown Jungle Fun Parks. With nine locations in the US, Uptown Jungle serves toddlers through 12 year olds with play structures, trampolines, and other exciting ways to play and get energy out. In this interview, Brad talks about the importance of his team when it comes to delivering a great guest experience. To ensure guest satisfaction, frontline team members are encouraged to bend the rules - not break them - but use their empowerment to assist a guest when needed. Additionally, Brad refers to birthday party hosts as “guest experience all stars,” who are encouraged to add their personalities and talents into the parties they are hosting. Brad also talks about the importance of collecting guest feedback, and when negative feedback comes in, it creates an opportunity to turn a critic into a fan, and then a fan into a loyal advocate.