Tag: Four Keys

Spreading Pixie Dust

Spreading Pixie Dust

Oh, how I love my job! It’s not without its quirks, but I look forward to going to work every day.  I have had the most amazing experiences so far.  Some of my favorite moments has included catching moments of magic being created, such as testing of the lights on Cinderella’s castle, walking through snowfall in the middle of the night at Hollywood Studios, and witnessing the Magic Kingdom switch over from fall to the winter holidays overnight!  The one thing that really stands out and makes the biggest impact to me is the passion of the cast members and the commitment to excellence.  It’s the Disney level of service that creates a level of awe, even internally, many refer to as Pixie Dust.  There are high expectations for this company.  The CEO Bob Iger has the vision for Disney to be the Most Admired Company in the World.

Through the many efforts across the company we focus on our four key areas: Safety, Courtesy, Show, and Efficiency. I am honored that I get to be an integral part of safety.  While I am still learning about standard safety practices, I am applying my project management skills to support the training of Engineering Services Cast Members with safely executing ride motion protection.  It’s driven by a worldwide need to give cast members and employees the comfort that when they come to work at a risky job, they can expect to go home in the same state that they came into work – with all fingers, all toes, and just in general in one healthy solid piece.  Disney has many people working to ensure our cast are taken care of.

My team has recently been looking for ways to make training more engaging to take it to the next level by encouraging critical thinking from cast members using gaming methods. We want to add value to the training.  Recently, the onboarding experience has been significantly improved through gaming strategies that encourage team work and challenges based on information learned during the onboarding process.  It’s the ways that the Disney goes above and beyond even internally to make the cast feel like they are valued that helps make a huge impact.  Through efforts like these, the pixie dust spreads.

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Using Efficiency to Make Magic

Using Efficiency to Make Magic

At Walt Disney World the top priorities include Safety, Courtesy, Show, and Efficiency.  Together these priorities are called the four keys.  Out of the four keys, efficiency is a foundation the other keys can leverage.  Efficiency can improve safety, provide more opportunities for guest interaction for increased courtesy, and enhance show.  Everyone can play a role in efficiency at work.  Disney strives to deliver high quality service.  At work, employees or cast members can think about how to be more efficient in order to deliver extraordinary service?

Disney has processes in place to support the mission of being one of the world’s leading producers and providers of entertainment and information.  For Disney, efficiency means process innovation and empowerment.  This means that Disney Cast Members have the opportunity to be innovators.  They have the power to propose ways to innovate processes to grow our service to be extraordinary quality service, to feel magical.  Lee Cockerell, former Vice President of Operations at Walt Disney World Resort understood the principle of magic.  He said. “It is not the magic that makes it work, it’s the way we work that makes it magic.” So whatever your job or role, leader or front line individual contributor, make magic and strive for efficiency to help deliver extra ordinary customer service.

 

The Recognition Benefit

The Recognition Benefit

After two weeks of working as a full time lifeguard, I have already been recognized for my efforts by the guests and my colleagues and it makes me feel so great about what I am doing! A guest mentioned how safe they felt when I, following the designated process, covered the water while another lifeguard went to help a potential issue nearby. The process has been established long before me, but I appreciate the recognition. The recognition from the guest was through something called a verbatim and I was told it is going to get flowed up to the general manager. This is great news for me!  This will help me become better known to the leaders and it makes me feel appreciated.

I was also recognized by my colleagues through a program called Four Keys.  There are four focus areas that Disney stands on: Safety, Courtesy, Show, and Efficiency.  When a cast member sees a fellow cast member exhibiting these focus areas, they can recognize them by submitting them with a detail of the action to the leadership. I was recognized by a colleague for my efforts in mingling with guests while we had a weather closing.  I enjoy getting to know the guests and I help spread the word on safe places to relax while we wait for lightening to pass overhead.

Overall I am very excited to be recognized for my efforts, especially since the efforts are showing how I am supporting my fellow cast members and the guests focusing on the four keys and creating happiness!