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Transcript of Disney World
The 3 Stages of Services
Brand name recognition
Core and Supplementary Services
Disney World provides an immersive, and "magical" experience for families to come together.
Walt Disney World Resort
Immersion and Experience
Friendly and Welcoming Staff and Hospitable Services
Intellectual property valued at $68 billion
Revenue per Atendee
Competitive advantage over other theme parks: Universal, Six Flags, Seaworld
Promotions and family packages
5 day ticket versus 1 day ticket
Ticket cost vary depending on age
Gift shops, Hotel accommodations, and Food and Beverage Services
Increase demand for emerging themes of the park
Opened in 1955
The property covers 27,258 acres
27 themed resort hotels
9 non–Disney hotels
4 theme parks
2 water parks
Additional recreational and entertainment venues.
Story-themed resorts and amusement parks, including dining, and merchandise
Comparison with other resorts & theme parks
Advertising on television, magazines, etc. to show what customers may expect
Offers free admission on birthdays to promote
Offer vacation packages
Online access to reservations/ cancellations
High contact through whole experience
Ex: Disney characters greeting you
Guests stay in resort and experience park, interact with staff through whole experience. (bellhop-vendors)
Receive promotional discounts via e-mail or post.
word of mouth between other visitors
"Magical" family experience to enjoy a story-telling themed park and 1st class resort to sleep in (based on family values)
Packages available for all types of families incomes
"Room only Reservations"
"Annual Pass holders"
Deluxe ($300's up)
e-mail, mail discounts
Annual Pass ($600-$750)
"we create happiness"
Flagship: Orlando, Florida
Other Resorts: Paris, Hong Kong, Tokyo, Cruises, California
Check-in spending the night Dining options
Exploring the parks Interacting with staff
Transport to-and from parks
Disney's Seven Service Guidelines
The Disney Experience is ALL about people to people (character) contact
Front-Line is very important and quite expansive at Disney World
Care about the customers and know the experience is everything
Make eye contact
Greet and welcome each
and every guest
Seek out guest contact
Display appropriate body language at all times
Preserve the "magical" guest experience
Thank each and every guest
*Huge aspect of Disney World*
Ambiance Spacial Layout Functionality
Exciting & Playful
Bright, and colorful, attractive to the eyes of children
Sounds of Disney Music heard over speakers
Aromas of restaurants and small vendors
Special Effects at every turn
Resorts, rides, attractions, stores, restaurants spread out to give the feel of an actual magical land
(over 27,000 acres)
Incorporate the themes to be functional into the rides. The small shops are actually real, the Castle is actually a resort to stay in.....
(Dream suite Hotel Room)
Teacup ride, etc.
Families with children
Khelsey Silberhorn & Kara Torzullo