BE OUR GUEST-Chapter 3

Chapter 3

The Magic of Cast

pgs. 57-85

Presented by Veronica DeAnda, Maricruz Hernandez, Ariana Prado, Alejandro Espino & Shantall Porchia

Training and Development

"...adopting the very best ideas, no matter where they originated." pg. 59

Casting the First Impression

Disneyland Example: Cast Members are given a tour

• happens in a split of a second
• most memorable
• share happiness
• most critical point of being a guest
• dress appropriately
• smile
• body posture
• eye contact

MEP Example: New Migratory Parent

Successful Home Visit

Video #1: Introduction of the MEP with Recruiter

https://drive.google.com/file/d/1sX2bDrizr_TxtcBBrcsHvuBpU_QFxBy_/view?usp=sharing

Video #2: Feedback from Interviewee

https://drive.google.com/file/d/1d516VqluH-8FXi0VREo8QJNqa_vi8YR0/view?usp=sharing

Video #3: Feedback from Grandparents

https://drive.google.com/file/d/1tPID-ldpk5Ik5tu4NTIhQhAgpG8GCaDR/view?usp=sharing

Outfitting the Cast for Service Delivery

"When we are successful at..."pg. 64

Modeling culture & sharing conditions of employment

The right fit and predisposed

to deliver great service

Disney Examples

• WELL TRAINED (variety of training techniques)

• Delivering Great Service: Multi-Tiered Approach

(Global-concepts & behaviors, requirements for job, local orientation, on-the-job training)

• Traditions (bring experienced Cast Members to share their knowledge to new Cast Members)

• Disney-Speak (Attractions: Rides & Show, Cast Member: Employee, Guest: Customer, Role: Job)

• A sense of excitement (how we talk about about work: Mission & Values)

• "Timeless" appearance (never ending, infinity and beyond)

• "We put Disney in people"

• Speak to the hearts not just to their brain (motivates people)

• Focus and attention to detail

• Sense of community

What's the secret?

Invest in quality training

Hiring friendly people!

MEP Example

New Student Recruiter Trainings in Region 8 are an excellent example. Sessions are very specific to what is required to be learned for the role, key information is provided locally, and there's opportunity for on-the-job field training.

What is the ultimate goal of the Migrant Education Program? pg. 70 (puzzle group activity-6 min)

The Behaviors of Quality Service

Safety procedures

Courtesy

Elements

Disney Examples

Disney's Guidelines for Guest Service

• Make eye contact and Smile
• Greet and welcome each and every guest
• Seek out Guest Contact
• Provide immediate service Recovery
• Display appropriate body language at ALL times
• Preserve the "Magical" Guest Experience
• Thank Each and Every Guest

Responsibilities

• Baseline for interaction with guests and demonstrate the elements of performance that perpetuate courtesy, Disney Style

• They Showcase ways to customize service to individual guests.

MEP Example

1. How do we treat each other?

2. How do we keep the magic within our Region?

Think Globally, Perform Locally

Uniting all cast members with common...

language

goals

broad outline

behavior

Of what is meant by Quality Service

Polynesian Resort

• General Manager Clyde Min
• Traditional Island Values + Performance Culture= New Level of Service
• Ho'okipa: Polynesian-style hospitality and the willingness to welcome & entertain each and every individual with unconditional warmth & generosity pg.78
• Created Mission Statement
• Our family provides a unique hospitality experience by sharing the magic of Polynesian and spirit of aloha with our guest and lifelong friends."pg.78

• Polynesian Resort Values
• Aloha *Honesty *Ohana
• Balance *Integrity *Openness
• Courage *Kino'ole *Respect
• Diversity *Mea ho'okipa

BETTER CUSTOMER SATISFACTION

Migrant Education Program Mission & Vision

How to adopt some of these values...

• Balance
• Courage
• Honesty
• Integrity
• Diversity
• Openness
• Respect

Building Your Performance Culture

Quality Service Cues pg. 85

Speak a service language; wear a service wardrobe

Establish a set of basic performance guidelines

Make a memorable

first impression

Build a performance culture

Communicate the heart and soul of the organization first

Disney Examples

• Building culture-it's not a science
• Uniting energy and emotion of entire workplace into a laser like focused
• Practicing
• Keep it simple
• Individuality
• Make it measurable
• Provide the training and coaching
• Incorporate the elements
• Encourage peers
• Seek feedback from the team
• Include the team
• Recognize and reward performance

MEP Example

• The culture is all about the atmosphere in which is how we treat, respect, speak and trust each other.
• Keep it Simple
• Make it Global
• Make is Measurable
• Provide Training & Coaching
• Question Feedback and ideas for the team
• Recognize and reward performance
• What are our values to support the culture?

1. What is an element that you would like to see in our mission?

2. Now provide an element for our vision.

https://PollEv.com/shantallporc084