Wendy Rosales
Director of Aquatics
Great Wolf Lodge Southern California
Anaheim, California - USA
Featured in
World Waterpark Magazine, July/August 2020
WHAT IS YOUR EDUCATION AND PROFESSIONAL EXPERIENCE?
I received my bachelor’s degree in business management from California State University of Fullerton and my MBA from Azusa Pacific University. I, like many, started my Aquatics career as a 16-year-old lifeguard with Knott’s Soak City, part of the Cedar Fair family, in 2001. I progressed through the ranks throughout my time at Soak City becoming the Waterpark Manager in 2005. Throughout my years, I’ve also had opportunities to work in management roles at Splash Island Waterpark in Florida and for the Riverside County Park and Open-Space District at DropZone Waterpark. In 2016, I joined the Pack helping to open Great Wolf Lodge in Southern California and currently am the Director of Aquatics.
WHAT CERTIFICATION OR LICENSING DO YOU HAVE?
I am currently an Ellis & Associates Instructor Trainer and an AFO. Over the last 19 years, I’ve also been able to hold certifications as a CPO, Serve Safe Manager and a Red Cross LGI/WSI.
WHAT MADE YOU GO IN TO THIS FIELD?
My passion for the industry began in 2003 when I was afforded my first opportunity to become an instructor with E&A and was hooked. By 2004, I had received a full-time management position at Soak City and my college career path changed from early education to business management. I knew that I wanted the Aquatics/Hospitality industry to become my career and that I could still have an impact with helping those new to the work force develop skills they could carry with them throughout their lives. It seemed like a perfect marriage between being a teacher and running a business!
WHAT ASPECT OF THE WATERPARK INDUSTRY DO YOU LIKE BEST?
My absolute favorite part of the job is working with mostly high school and college-aged individuals that are trying to find their spot in the world. I challenge myself to sit down with each member of my Pack to get to know them and find out what they are trying to achieve long term. We then talk through how even though this might not be a career aspiration for them, we can develop skills that will benefit their future career goals. Being in this industry for years, I love to run into former employees and recall how this “summer waterpark gig” helped them lay down their foundation to succeed.
WHO HAS MOST INSPIRED YOU IN YOUR CAREER?
I get asked this a lot, and before the question is even finished, I blurt out emphatically, Raul Rehnborg. Beginning his career in the theme park industry as a sweeper, one quote that he would share often was from Martin Luther King Jr. He said: “If a man is called to be a street sweeper, he should sweep streets even as a Michelangelo painted, or Beethoven composed music or Shakespeare wrote poetry. He should sweep streets so well that all the hosts of heaven and earth will pause to say, ‘Here lived a great street sweeper who did his job well.’” Early in my career, Raul instilled that no job was ever too menial and each task needed to be executed well in order to enhance the overall experience for our guests and our employees. I’ve always admired his drive to push the boundaries, elevate the average to exceptional and lead by example. I’ve been extremely lucky to have his influence on my career since day 1 and that he allows me to continue to “phone a friend” any time I need a voice of reason or encouragement.
WHAT HAS BEEN THE GREATEST CHALLENGE IN YOUR WATERPARK CAREER?
Unfortunately, over the years, I’ve been involved in some tragic incidents. While none have been aquatic related, some personal medical-related incidents have occurred. No matter how many scenarios you run, you can never prepare yourself or your team for the emotional flood that comes along with each incident. I feel these moments have been the most challenging, not only for myself, but to ensure that I’m there to be a support system for my team. I try to talk about these moments so that our team is aware how serious their jobs truly are.
HOW DO YOU KEEP FOCUSED AND MOTIVATED?
My 3 kiddos and my husband keep me driven. When I walk through the lodge doors each day, I see families getting ready to have a couple days together making memories. I try to remind myself and my team that each of our guests are our family and we need to treat them to the most memorable and safe experience possible.
WHAT ADVICE WOULD YOU GIVE SOMEONE WHO IS INTERESTED IN WORKING IN THE WATERPARK INDUSTRY?
Volunteer for anything and everything. Sure, you might not know everything or have hiccups along the way, but taking risks, pushing your comfort level and getting experience is the best thing you can do. Once you’ve mastered being a lifeguard, transfer into food & beverage. Once you know all there is about being a cashier, learn the ordering process. Never stay complacent as that is how you will become stale.
WHAT BOOKS OR PUBLICATIONS DO YOU RELY ON MOST FOR INSPIRATION OR MOTIVATION?
I try to keep myself current with industry publications, including
World Waterpark Magazine. I also was able to attend professional development courses through Dale Carnegie Trainings and one of the most influential books I’ve ever read is
How to Win Friends and Influence People.
WHAT CAREER OR BUSINESS WOULD YOU CONSIDER IF YOU WERE STARTING ALL OVER AGAIN?
I would probably go back to my initial gut instinct of becoming a teacher.
HOW DID YOU FIRST GET INVOLVED WITH THE WWA?
I’ve been attending the WWA Show for years. I’ve had the opportunity to present twice and have recently joined the WWA’s Government Relations Committee. I feel that the World Waterpark Association, especially in current challenging times, is the best community to come together and share learnings and best practices so that we all can be successful.
WHAT IS SOMETHING INTERESTING ABOUT YOU THAT FEW KNOW OR WOULD GUESS?
I’m an avid game show contestant. I’ve been on both The Price is Right and Let’s Make a Deal. I’m really hoping that they bring back Supermarket Sweep! Getting to race down those aisles would be a major bucket list check off. My other two contestant aspiration are to be on Ellen’s Game of Games and Family Feud.