How does Disney maintain attentive guest service?
I’m after legendary guest service. That means better than the industry, doing things guests don’t expect. We attract great applicants. We train them in explicit detail. It’s about how you present yourself. Don’t slouch. Point directions with two fingers, not one. If a cast member knows your name, they will call you by name. If they see a guest has an open guide map, that’s a call to offer assistance. How are they enforced? Our leaders mostly come from hourly cast members (Disney-speak for employees trained to think they are on stage when working). They are deep in the heritage of this great brand and our standards. They spend a lot of time teaching what a great performance is. How do you measure it? There are daily audits based on whether services levels are attained. It’s yes or no. We follow up with surveys when a guest returns home. If we spot a pattern, we can act quickly because our research is rich in detail. If somebody says something’s amiss, we press for specifics. How are fam
