Read and React 1- Traditions and Training

Traditions is a significant introduction to Disney as it allows new hires to learn about the history, and culture of the company. It also builds anticipation and is a great opportunity to meet fellow cast members across the parks that are also starting out.

The orientation stresses the common goal of “creating happiness by providing the finest in entertainment for people of all ages everywhere” through the utilization of the “Four Keys”—Safety, Courtesy, Show, and Efficiency. Establishing this objective is integral in managing the day-to-day operations as well as supporting the integrity and overall vision of the Disney brand to continually deliver unsurpassed hospitality and entertainment.

While my time working at the desk has been limited, I have seen how simple it can be to create happiness, or as Disney refers to them as “Magical Moments” by adhering to the service basics: “I project a positive image and energy, I am courteous and respectful to all Guests, including, children, I stay in character and play the part, and I go above and beyond.” During a check-in process, I got the whole family involved including the kids, and through that interaction, I found out that it was their first visit. I made sure to grab buttons for everyone (and also coloring books and crayons for the kids), and could see that the parents appreciated my conversing with the little ones. For me, it was a powerful moment to see them smile (especially the kids!) and get excited about being at Disney.

Engaging in conversations with the guests is not only encouraged, but expected, and does not just help them to pass the time as we are checking them in, but is an opportunity to learn more about the guests. As cast members, we are at the frontline and can have an impact on the days or weeks to come while they are here at Disney, and beyond.

I see parallels between Payne’s approach to training and Disney traditions. We received a tour at Magic Kingdom, and are still able to continue building “product knowledge” by visiting the parks as cast members like that of Payne’s new hires, in Tasha Freidlein’s article, who are required to stay at the hotel for a night to experience the hotel as guests. It is important to know what you’re selling, and be able to speak about it authentically, and confidently as it builds trust between you/the company, and the guest.
An interesting notion that was highlighted was the employee hotline. Every company can benefit from this as employees are the ones who interact with customers, guests, or clients on a regular basis and know how products and services can be improved, which should be done without fear of backlash.