Walt Disney World

Walt Disney World

Sunday, 31 May 2015

Poto's Disney Guest Experience: The Importance of Cast Members

One of the concepts that intrigued me the most during the duration of our Innovations and Services course was the role in which Disney cast members’ play in the journey of the guest experience. The extensive application process and training that cast members undergo really contributes to the culture of Disney, because they learn who they are, what they create, and whom they create it for. They learn how valuable their role is to “Everything Disney”. Whether they are offstage behind the line of visibility, or onstage and within the line of interaction, each cast member plays an integral role in guest satisfaction.
I had two very memorable customer experiences during the duration of our stay in Disney. This week was the first time I heard about the concept of “Hidden Mickeys”. I had no idea that the Imagineers placed them all around the parks and resort. One of the highlights of my trip was the hidden Mickey that was placed in my room by housekeeping. Although I did not interact or cross paths with housekeeping (as I was always out of the room by the time they came through), they were able to make my week a bit more magical through creativity. As you can see in the picture below, I found a hidden Mickey made out of towels, strategically placed in the bed frame. In addition to this experience, I also found our last night to be truly magical. Thank you to Sharon and Stuart, we were able to enjoy a magical guest experience in a relaxed environment. Watching the sunset while eating dinner by the water, and having a VIP view and the ability to avoid the crowd during the Illumination Show were just a few of the highlights. The experience was greatly enhanced by our waitress, who made sure everyone was comfortable, happy, and enjoying the food. These two cast members really demonstrated how vital both offstage and onstage roles can be to the Guest Experience at Disney, reiterating the concept that Disney drives home: no matter what the role is, every cast member plays an integral part in the Disney Experience.
A video of our last night and the ambiance and experience that we had the opportunity to be a part of

Hidden Mickeys appearing on lights via the lens of the 3D glasses we received at dinner.

A picture of the Hidden Mickey that housekeeping strategically placed in our room

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