Dear Mark,  

I am writing to express my concern over some of your employees. I have been a long time customer originally visiting the park when I was a young child over 20 years ago. Yesterday, eight friends and I visited the park.  

Upon arrival, I was very thirsty so I bought a powerade at one of the cart vendors on my way to the Great American Scream Machine. Not only was the staff member extremely slow, but he didn't look me in the eye, he didn't thank me, and he didn't care to answer my questions about when the park closes. I figured this must be an isolated incident. I was wrong. At lunch, my friends and I visited Nathan's Hotdog Restaurant. We waited in line for 45 minutes. Surprisingly, there were only three people ahead of us! We noticed a few disturbing problems: (1) not one employee seemed to care about delivering quick and efficient service, (2) no one seemed to take the time to operate the restaurant as fast as possible, (3) there was no manager providing the staff with direction or motivation, and (4) the clear culture of laziness in the restaurant caused any potential star performer to act slowly and carelessly.  

Things again were similar at the rides. You can understand how frustrated I was after waiting in line 65 minutes for el Toro only to find at least two to three seats going unused on each train. The staff member was just shuffling us (albeit quite slowly) into the station. Why not fill up each seat? Why not encourage the staff to impress guests with their speed and efficiency?  

When I returned home, I read all of the articles online how you are in the process of staging a turn around. It has not gone unnoticed. All 9 friends of mine pointed out how clean the park is. We loved the message on the back of employee shirts to pick up the trash. Nice! Clearly, management and security supervisors have "spread the clean gospel" and the front-line staff is listening. It's now time to take a similarly aggressive approach with the rest of your staff.  

See you next summer.  
Regards,  
Josh Kowitt