This case study was conducted prior to the pandemic related shutdowns, I am curious if you feel the information presented accurate based on your experiences. User Generated Content (UGC) is used as a source of data for this case study, however, as front line cast members, you gather UGC from in person interactions.
Read the case study, then answer these questions. Make direct reference to the case study and compare it to your own experience based on what guests say to you about their experience. Do not create a new post, respond to this post.
- What are visitors in your theme park stating about their experience?
- Have your received or have your leaders posted comment cards received by you and your fellow cast members? What is the nature and underlying structure of the reviews of your and your fellow cast members service?
- What are the differences of visitor experiences between what is expressed in the case study and your own perception of theme parks you have visited? (This should be from your point of view, not that of the guests you interact with.)
Many Disney guests describe their experience as magical. However, they often fail to notice the intricate and beautiful hidden details scattered around the park.
Our team and individuals often receive positive feedback about our attentive and pleasant customer service attitude. Our fellow cast members are known for creating a welcoming atmosphere for guests, regardless of their age or where they’re from. The environment is truly magical, filled with laughter and enjoyment. As a visitor, one can be mesmerized by the rides and attractions at Disney World, either for the joy they bring or the thrill they offer. However, behind the scenes, the cast members take both the attractions and food & beverage services very seriously. This may result in guests not feeling happy with our rules as there may be things that guests wonāt agree with. For instance, Disney World can be a very crowded place, and as cast members, we try our best to accommodate guests as much as we can. However, there are times when it is hard to satisfy everyone, which may make some guests unhappy. Despite this, as specified in a study, Disney cast members have a “sense of mission.” This means that everything we do has a purpose not only for the environment we are in but also for holding onto the world of magic. For instance, when we are at Dinoland in Animal Kingdom, as paleontologists, we acknowledge that we work in an animal’s homeland, and certain guests might not like that we don’t offer lids or plastic coverings for them to use. However, we stand by the fact that “due to our animals, we don’t offer [these items] since we take precautions in our animals’ habitats.” Many guests might disagree, but we always try to compromise to achieve a happy ending overall.
A lot of Customers say that Magic is the first word that comes to mind when visiting Disney World which is what makes Disney World a very sought out theme park and that “Magic” is what puts us apart from other theme parks.
At my location we are either verbally thanked, given a gift, or given a Cast Compliment all of which are ways that customers give us their gratification. Most often we receive verbal thanks and we are always very appreciative of it and rarely are we given gifts and these gifts are like tiny little goodie bags or keychains or knicknacks that always have written on them “Thank you for making the magic” and cast compliments are rare as a lot of customers are not aware of its existence or know how to navigate over to it. The case study says that visitors often express their satisfaction with the “core experiences, attractions and food and service” which emphasizes the importance of casts members attention to detail without those details these experiences and attractions would not be successful.
The case study really focuses on that people visiting Disney World are looking for unique experiences and service as well as rides. From my perspective I am also looking for these unique experiences and service and rides each park has its own unique quirks and you can really feel the amount of care and attention to detail from cast members and the rides attract all different levels of thrills there is a ride for everybody.
1.What are visitors in your theme park stating about their experience?
At Walt Disney World we donāt tolerate unhappy, we always do our best to make their day or stay magical. Most visitors Iāve interacted with describe their theme park experiences as magical, fun, a memorable experience and the best days ever. There is hardly any negative comment about theme park visits and if there should be itās always an easy fix by us Cast Members or our Leaders.
2.Have your received or have your leaders posted comment cards received by you and your fellow cast members? What is the nature and underlying structure of the reviews of your and your fellow cast members service?
Yes, Iāve received a lot of cast compliments from guests and also my Supervisors. Some of them are posted on cards in our back office and others can be viewed in Cast Life in recognition. I get daily compliments from guest about going above and beyond to solve their issue or fulfilling their request, most are verbal and some written. I get recognized for just checking guest in and starting the magic, recognizing their celebrations (birthday, anniversary and first visits) and answering their questions. If a guest ask for a resort map, I donāt just give it to them but also explain everything on the map, the transportations to the park, operation times for our restaurants or facilities and our little tip where they can watch the Epcot fireworks from the resort. I always go above and beyond for all my guests because thatās just in my nature, I love to make people happy and at āThe Most Magical Place On Earthā it is my job to make my guest stay magical by fulfilling their request and providing them with all the necessary information. This is the underlying structures of the reviews I get from guests.
3.What are the differences of visitor experiences between what is expressed in the case study and your own perception of theme parks you have visited? (This should be from your point of view, not that of the guests you interact with.)
Walt Disney pioneered the concept of a theme park rather than a mere amusement park to serve as a fantasy world that would bring stories to life. He designed a series of lands each with its own theme and atmosphere crafted to transport guest to a different time and place. This describes exactly how I feel about Disney theme parks. I feel like Iām in a different world just entering the park and each theme land put me in that specific place. I would describe my visit as magical, fun, memorable, family friendly and entertaining.
The visitors in Disney World are all about experiencing the magic. There are a lot of guests who are here to unwind while being in the most magical place on earth. I have been able to receive a cast compliment from 2 of my coordinators and one from my leader. It was because they want to show appreciation and commend me for extending from my clock out time to properly close the stands. There are normally two people who are scheduled for hard closing. But there are times where they would call out of work and that a coordinator would have to ask the pre closers which was me and my fellow CM if we can stay a little longer than their out time to fill in for the hard closers. We ended the night, and they thanked us by giving a cast compliment for having a proper and smooth closing. A cast compliment from the leaders and coordinators can act as an extension of their acknowledgement whenever we are on stage, making sure that they see and recognize our efforts when it comes to our work ethic. I received one Cast Compliment from a guest because of the magical moment of giving free food. I remember how happy they were when I gave them a free Bacon Skewer from Westward Ho. They also mentioned that I was the first one who was able to create a magical moment for them and that it became one of the highlights of their trip. I also got a physical card from a guest saying āYour Job Isnāt Easy, People Like You Make a Huge Differenceā showing their appreciation which made me smile and I was able to have the rest of my shift a lot more meaningful. In Disney World, there isnāt much of a difference in the visitor experiences in the case study compared to my experience. In my case, I was able to enjoy EPCOT because of their World Showcase. Especially with the Festival food stands that they offer around the countries which allowed me to try different types of food that expands my food palate and such as the Caramelized Beignet or the Salmon version of Beef Wellington. Besides that, they also have two of my favorite attractions which are Cosmic Rewind and Test Track.
I have interacted with guests to help pass the time while they waited for the guests. The chart states things like magical experiences, diverse cultures, fireworks, and prices which I have heard personally. Depending on what park they have been to they mention the food they tried and what they tried to look for. While many guests mention the lines, they always enjoy the attractions. We can receive comment cards through the app, and it only works if they get your name right. I unfortunately lost my name tag, and I would not have been able to receive a new one in time. However, the comments I received were based on having an enjoyable conversation with guests. The app has set responses, and it is a bit time-consuming which is why many guests thank us personally. I have given fellow cast members at the parks compliments and had to make sure I got their name spelled correctly as well as their hometowns. When a cast member makes magic, it may just be another day for them, however, they can make a guest’s day with even the smallest interaction.
I believe when I go to the parks as a guest I try to look at it from a guest’s point of view the best I can. Every park has its theme and I have friendly interactions with cast members. I had a cast member notice my band t-shirt and recommend a song cover I did not realize they had done. EPCOT is family friendly which made it the perfect visit for my father who likes trying new food. I visited Universal Studios and I only remember Harry Potter making an impression because of their design concept and being able to try Butter Beer. That alone made my experience worth it. Cast members are extremely helpful if they do not seem confident in their answers they do try to help.
Well, I work at the resorts at Disney. At Caribbean Beach Resort, guests typically express a mix of positive and constructive feedback in their reviews on the app. That’s why our quick service and family style restaurant in the lobby area is typically busier during the afternoon because everyone wants to eat something before going to their room after a long day at the parks. It has an immersive atmosphere where guests appreciate the tropical theming, lush landscaping, and relaxing vibe, they often comparing it to a mini vacation within a vacation. We get some guests who might stay all day in the resort but still provide the same services as in the parks. Guest state that it is convenient. The Skyliner transportation is frequently praised for providing quick and scenic access to Epcot and Hollywood Studios. No, I haven’t received a comment card due to how I’m in the culinary program. Iām in the back of the house but there is a board in the breakroom, where I see all the comment cards from the front of the house. That they were helping families with unexpected needs. Adding magical touches like celebratory balloons for a childās birthday. Thatās why guests are usually impressed when issues are resolved promptly and with care. For me, the most powerful elements are the tale and the theming and that’s what the case study was mostly talking about and the services. For example, at Disney magic kingdom is excellent at creating wonder for kids that outweighs small annoyances. One particularly noteworthy aspect is the enchantment of the cast members’ interactions. Little, considerate actions make a big impact. total, my impression is one of admiration for the total effort and intricacy required in providing a Disney-quality experience, even though guest remarks frequently focus on specific annoyances. Like when I went to the magic kingdom everyone’s committed to the part of telling the story of the park felt like I was a kid again. Thatās the impact that Disney has.