Mark Dukes
General Manager
Disney Water Parks and Miniature Golf
Lake Buena Vista, Florida- USA
Featured in "World Waterpark Magazine," December 2019
WHAT IS YOUR EDUCATION AND PROFESSIONAL EXPERIENCE?
I attended what is now Seminole State College. I started my career with Foot Locker in the early ‘80s and progressed through the organization from sales person to vice president. In 1996, I joined Disney as a Merchandise General Manager and, over the next 12 years, I worked in Parks, Resorts and Disney Springs. For six years, I also was General Manager for ESPN Wide World of Sports, where I led the sports complex team, event management, Disney Golf and the PGA Tournament. During the past four years, I have had the opportunity to be a part of a great team in Disney Water Parks.
WHAT CERTIFICATION OR LICENSING DO YOU HAVE?
I am Aquatic Facility Operator (AFO) certified.
WHAT HONORS, AWARDS OR SPECIAL RECOGNITION HAVE YOU ACHIEVED?
In 2019, we were very excited to have
Disney’s Typhoon Lagoon Water Park and
Disney’s Blizzard Beach Water Park voted TripAdvisor’s #1 and #2 ranked waterparks in the U.S., respectively.
WHAT MADE YOU GO INTO THIS FIELD?
I had been talking with a colleague who used to lead the waterpark team, and he shared that it was the best job he ever had at Disney—not only are the employees dedicated, professional and fun, but the experience we provide to guests is like nothing else. I knew then that this would be a dream role and that it would be an honor to lead a team that offers such a unique experience.
WHAT ASPECT OF THE WATERPARK INDUSTRY DO YOU LIKE BEST?
Guests of all ages come from around the world to spend time with family and friends and, above all, to have fun. Seeing them enjoying our waterparks and having a great time while making fun memories reminds me every day why we do what we do.
WHO HAS MOST INSPIRED YOU IN YOUR CAREER?
I have had a lot of inspirational leaders throughout my career. I worked with a leader at ESPN Wide World of Sports who loved to take big leaps in the business. I always admired his ability to be a risk-taker, challenge the status quo and inspire his team to think outside the box.
WHAT HAS BEEN THE GREATEST CHALLENGE IN YOUR WATERPARK CAREER?
I always look for ways to make things better and improve the guest experience. For example, we recently tried to figure out a way to provide our guests with a waterpark experience at night. My team came up with the idea of Disney H2O Glow Nights, a nighttime party at
Disney’s Typhoon Lagoon Water Park
that has proved to be a great success. And guests love it!
HOW DO YOU KEEP FOCUSED AND MOTIVATED?
I really enjoy working with my team and empowering them to create the best experience for our guests. I recently heard a story where one of our younger guests lost her first tooth. Unfortunately, it really was a lost tooth as she couldn’t find it. One of our lifeguards heard what happened and decided to surprise the young guest with a note from Tinkerbell and an ice cream treat to celebrate the loss of her first tooth. Hearing great stories like this on how a little kindness goes a long way motivates me every day.
WHAT ADVICE WOULD YOU GIVE SOMEONE WHO IS INTERESTED IN WORKING IN THE WATERPARK INDUSTRY?
Get in and enjoy the adventure! It’s a great community with people who are always excited to come to our parks. You will always have a reason to smile.
WHAT BOOKS OR PUBLICATIONS DO YOU RELY ON MOST FOR INSPIRATION OR MOTIVATION?
I have always been a fan of the Kenneth Blanchard publications.
The One Minute Manager was a big influencer when I was starting my career as a leader. A few of my favorite books are
Emotional Intelligence at Work by Hendrie Weisinger, Ph.D., and
Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler.
WHAT IS YOUR FAVORITE PART OF YOUR JOB?
I like helping my team achieve their goals and seeing new leaders find their voice and style.
WHAT CAREER OR BUSINESS WOULD YOU CONSIDER IF YOU WERE STARTING ALL OVER AGAIN?
It could be fun to be the owner, operator and driver of my own race shop!
HOW DID YOU FIRST GET INVOLVED WITH THE WWA?
Disney has a long history with the WWA. When I joined the waterpark team at
Walt Disney World Resort and became a member of WWA, I will say they made me feel welcome right away.
WHAT IS SOMETHING INTERESTING ABOUT YOU THAT FEW KNOW OR WOULD GUESS?
I enjoy building and racing vintage Datsun cars, riding bikes and doing the shortest triathlons possible.