Disneyland Tour

From the Disneyland visit, we gained a deeper understanding of hospitality management in the Disneyland hotel resort. Below is all we learned from the workshop: 

 

Disney Quality Standards 

There are 5 key quality standards of Disney services, which include:  

Inclusion: to create a sustainable culture of inclusion, Disneyland treats every guest equally regardless of race, sex, nationality, and anything else. As a core of these 5 quality standards, inclusion strengthens the other 4 standards.  

Physical Accessibility 

 

Disney parks aim to be accessible to visitors with mobility, cognitive, visual, and hearing impairments. For example, it provides wheelchair accessibility and services including audio descriptions and sign language interpretation for customers with vision or hearing impairments. 

Diverse Workforce 

Disney's varied staff, which includes over 30 nationalities in Hong Kong and 124 in Paris, contributes to a more humanized experience. Guests from all backgrounds feel recognized and understood by staff who have had comparable cultural experiences, promoting a sense of belonging and connection. 

 

Safety: Disneyland is responsible for ensuring the safety and security of its guests and cast members.  

Security Measures 

To ensure the safety of guests and cast members, all guests must undergo security checks by going across the metal detectors before entering the park. Also, bag checks are required to identify whether any restricted items such as explosives are packed into the bag.  

 

 

First-aid & Baby-care Assistance 

In Disney World, first-aid services are available for guests who need immediate treatment. Once the guests feel unwell due to sudden illness or serious injuries, staff with medical licenses will fetch the patients and take them to the first-aid center, if applicable, using wheelchairs. In addition, the baby care center, located next to the first-aid center, provides comfortable areas for diaper changing and breastfeeding, and nursing rooms for baby medication. Guests can also purchase basic baby-care products at the center. 

 

 

Bed rails 

Disney World supports guest comfort and safety by providing elements such as bed rails, for children and guests who require additional support, displaying their commitment to safety and diversity. These bed rails are often lightweight, portable, and easy to install on regular beds, providing a secure barrier to avoid overnight falls. The provision of these bed rails demonstrates Disney's attention to detail in supporting families with young children or people with mobility issues, allowing them to have a stress-free and magical holiday. 

 

Courtesy: Disneyland highly respects, values, and appreciates every guest, emphasizing the importance of politeness to every guest.  

 

 

Check-in Table 

The practices regarding the check-in procedure aim to show Disney’s utmost respect and commitment (“Courtesy”) towards every guest. For example, designing a low check-in table provides convenience for children and wheelchair users. It allows them to easily reach the table and engage in the check-in process. To ensure smooth customer flow, front-desk staff need to handle the check-in procedures efficiently to limit the waiting time of each group of guests to less than 20 minutes.   

 

Ways of treating guests 

To show respect towards guests, staff are always approachable with a kind tone of voice and body language. They also focus on making eye contact with and smiling in front of guests. Moreover, while speaking to children, staff kneel to be at the same height as them. This aids in making children feel valued and respected, establishing a connection with them.  

 

Show: Disneyland focuses on delivering professional and flawless presentations to create a memorable staying experience for the guests.  

 

 

Resort Restaurant 

This restaurant at the Disney resort offers a warm welcome to guests through elegant gates. The stunning decorations and enchanting atmosphere immerse the guests in a delightful world, making every meal memorable. The restaurant features a delightful buffet setting for the diners, which includes a variety of delicious dishes. These practices encourage the interaction with guests to deliver a flawless presentation, embodying the essence of “Show”.  

 

 

 

Kingdom Club 

In the Kingdom Club, the themed suites (Cinderella & Frozen-themed) feature gorgeous decoration and artwork. Beautifully furnished walls, spacious areas, and various themed elements, such as Cinderella’s glass slipper create an impressive experience for those staying at the club. Furthermore, various special activities, including bedtime stories and crafting sessions, are available for guests staying at the Kingdom Club. Guests can also create unforgettable moments with cast members dressed as Disney characters.  

 

Efficiency: Disney staff cooperate as a team and maintain communication, enhancing workflow efficiency.  

Collaboration Across Departments 

Disney creates a collaborative environment in which teams from many departments work together to achieve common goals. In film production, directors, animators, writers, and marketing teams work closely to align their contributions with the overall vision, resulting in a unified and entertaining plot. This collaborative culture is humanized at Hong Kong Disneyland through a "cast first" mindset, which prioritizes cast members' needs.  

 

Open Communication Channels 

Disney ensures that communication lines are available at all levels of the company, encouraging transparency and engagement. This is accomplished through regular town hall meetings at which leaders communicate directly with employees, answer complaints, and provide updates on company performance.

 

Departments in Disney Resort 

Housekeeping: Housekeeping hosts are responsible for the overall cleaning and tidiness of guest rooms. Their job duties range from stripping beds and vacuuming to replenishing linens and supplies. In addition, to communicate with international guests and address their complaints, the hosts must possess outstanding communication skills in English and other languages.  

 

Front Office: Front-desk hosts primarily conduct the check-in and check-out procedures and assign proper guest rooms for their guests. Requirements for front-desk staff include possessing superior English-speaking skills and proficiency in a diverse range of languages.  

 

Bell Service: Belt Service cast members are responsible for luggage management (delivering the luggage to the guest rooms) and other indoor or outdoor manual work. Also, they need to offer driving services to arriving and departing guests and welcome the guests at the front gate.  

 

 

Other Facilities 

 

Luggage Storage Lockers 

Disney offers luggage valet services to its visitors. Luggage of any size can be stored in lockers during the park’s operating hours. Moreover, luggage transfer services can benefit guests by transporting luggage to their resort. No extra fee is charged for luggage transportation if guests wish to move from one resort to another.