Tag: Guest Satisfaction

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.

 

Advertisements
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!