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Crafting a Culture of Service at Uptown Alley, AAMA FEC of the Year Finalist, with Chris Barton – Podcast Episode 125
Audio Links: Apple | Spotify | Amazon Music | iHeart Radio | Pandora
Episode Description
On this special edition of the Memory Makers Podcast, Russ continues our special 4-part series featuring the finalists for the American Amusement Machine Association (AAMA) FEC of the Year award!
We are joined next by Chris Barton, Assistant General Manager of Uptown Alley in Surprise, Arizona. Chris shares how this 60,000-square-foot powerhouse has evolved from a bowling-centric hub into a diverse entertainment destination.
“The biggest thing that I believe sets us apart is service. I want my team to be able to tell me: What did you do today that the guest is going to remember tomorrow?”
Chris Barton, Uptown Alley
We dive deep into the “entertainment arms race,” the importance of scratch-kitchen dining, and why “hiring the person, not the resume” is the secret sauce to creating unforgettable guest memories. Whether you’re curious about navigating tech trends or building community ties, Chris offers a masterclass in staying relevant through humility and extreme ownership.
Key Takeaways
- Hire Personality Over Skill – Prioritize teachability and humility. Look for team members who exude entertainment and fun, rather than just a polished resume.
- Deliver Culinary Excellence – Break bowling alley stereotypes with a scratch kitchen. Hand-made dough and craft menus transform a venue into a legitimate dining destination.
- Reward Guest Interaction – Empower staff to create “instant gratification” moments. Small, thoughtful gestures ensure guests remember the experience long after they leave.
- Own the Outcome – Apply extreme ownership to leadership. Accept total responsibility for the facility’s success while hiring experts to bridge personal knowledge gaps.
Special thanks to Embed for their assistance with this AAMA FEC of the Year Series.
