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Chapter 03 - The Magic of The Cast

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Gabriela Lima
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31 views2 pages

Chapter 03 - The Magic of The Cast

Uploaded by

Gabriela Lima
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Chapter 03

The magic of the cast

The capacity of employees and the in the different business units.


role they play in the pursuit of achieving In addition to this preparation, all newly
organizational goals is indispensable, so they hired cast members debut at Disney with
represent a critical system for the Traditions, a one-day orientation program that
achievement of both the theme and the uses various training techniques such as:
standards of care. expository classes, stories, videos, exercises,

First impressions are always strong etc. This program is designed to achieve four

and long-lasting, but not just for customers, purposes: to adapt new cast members to the

first impressions are of great importance to fundamentals of resort culture; to perpetuate

employees as well. By analyzing and realizing the language, symbols, heritage, and traditions,

that the new employees did not form a quality standards, values and characteristics of
largeimpression on their first day of work, and Walt Disney World; create a sense of
that they simply went and put their hand in excitement in working at the resort; introduce
the dough, in 1989, architect Robert A.M Stern new cast members to safety standards.

improved the ability to make a memorable The Traditions program began to devote

first impression on new employees through more and more time to training on safety

the Casting Center, a mystical and fanciful procedures and basic elements of courtesy.

structure that delights those who come to the Because the highest priority of quality care is

building to apply for a job. safety, new cast members learn how to first

Learning how to provide quality care is react accurately in the event of an accident and
the first thing new cast members do after after that they spend time defining courtesy in
being hired. This preparation is done in two practice.
phases: the first involves teaching of common The result of these efforts forms the

concepts and behaviors, and the second, called "presentation tips". Presentation tips are

carried out in the workplace, includes specific a set of behaviors that ensure that the cast

information necessary for good performance knows how to act with courtesy and respect the
individuality of each guest through posture,
gestures, facial expressions, tone of voice and
individuality of each guest through posture, at the Polynesian Resort it was carried out in
gestures, facial expressions, tone of voice and three phases:
humor. 1°- new visions and missions were elaborated;

At Walt Disney World, "presentation 2°- the values connected with the mission and

tips" are called the Guest Service Guidelines. vision were identified and linked to the

They are summarized in phases that serve behavior;

several purposes, such as defining behavior, 3°- Officials were given carte blanche to start

communicating the responsibilities of putting it into practice.

employees, and teaching how to personalize


service to different guests.

The first level of care provided by the


cast unites the entire cast with common goals,
language, and behaviors. At the second level,
the mission and values of the service must be
taken to the local level through the creation
and communication of presentation cultures.

The culture of presentation, the most


important item for providing quality care, is
the set of behaviors, mannerisms, terms, and
values specific to each location.

Building a culture of presentation is a


mysterious process, which if done well, can
unite energy and emotions of the entire cast
in a single and foeach direction. Although
there is no formula for creating a culture of
presentation, we can observe that

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