How are Disneyland cast members trained?
I will answer such questions.
Developing people is very difficult.
What I tend to be reluctant to do is to do to my juniors what my superiors and seniors have done to me.
For those of you who know “this is not right” but don’t know what to do
In this article, almost 90% maintain the best hospitality even in part-time jobs
Introducing the Disney-style human resources development method.
Disneyland cast training method
Increase employee satisfaction
Employee satisfaction is called ES.
“Can’t we finish work early?”
“I don’t feel motivated at work”
“As long as you do what you’re told, you’ll be fine.”
If ES is low, the staff who work will think like this.
In the worst case, you will be conscious of quitting the company.
Then, of course, awareness of CS (customer satisfaction) decreases,
As a result, the company’s performance declines.
Disney believes that ES → CS → company growth
I am most focused on raising this ES.
What is necessary to enhance this ES is to share the mission and the direction to aim for.
get the mission right
What is the mission
“Why does our company exist?”
It is important to clarify this first.
I believe that your company also has a “philosophy” and “company motto”.
I wonder how many employees have been taught that firmly and stabbed in their hearts.
“Provide happiness to all guests (customers)”
It seems that this has penetrated firmly from full-time employees to part-time workers.
A guest asks, “What are you doing?”
“I’m picking up the fun memories (trash) that everyone made that have fallen in the park.”
It can be seen from the fact that some cast members answered that.
Clarify course of action and priorities
To accomplish our mission, we need
Have a code of conduct.
To put it plainly, the “Action Guidelines” are:
“Things you should never forget in your work.”
For example, “promptness” and “certainty”
Various phrases are possible.
But even with a code of conduct
If you don’t have clear priorities
Variation occurs among staff.
Do you prefer “promptness” or “certainty”?
Everyone can respond the same way, always the same way
It seems to be of high quality.
Disney Code of Conduct & Priorities
At Disney, the mission and action guidelines are thoroughly permeated to part-time jobs.
“There is a culture where everyone repeatedly confirms the importance of it.”
It seems that it is the body.
In many cases, I just said it at the beginning and didn’t say anything after that,
Isn’t it weathered before you know it?
to establish it
“Create a system to increase the chances of confirmation, and thoroughly communicate it many times.”
And the person who nurtures it takes the initiative
It is absolutely not to be “word and deed inconsistent”.
Don’t just focus on work performance
Disney’s bosses and leaders don’t just focus on getting work done.
I highly appreciate the hard working attitude of his juniors.
Isn’t it always the result of work when you talk to juniors?
If it’s just that, it might end up like this.
“Your 〇〇 attitude has paid off.”
By highlighting the actions of juniors such as
“He’s watching me properly.”
You will be able to trust me.
It is a condition of an excellent leader to gain the trust of many people.
Always give reasons when giving instructions
At Disney, we always act, and when we let them
It seems to convey the meaning and reason.
In custody (cleaning work),
I teach like this:
“Except for special cases,
Stand so that your shoulders, hips, knees, and ankles are in a straight line.
It’s less stressful on your body.”
That’s what it means.
I understand the meaning and reason for this, and
If you don’t understand it, your actions will change greatly.
If you don’t tell me the meaning and reason,
There may be subordinates and juniors who rebel.
Even if you don’t fight back, your unconvinced attitude will be visibly manifested,
As a result, it leads to not being able to provide happiness to guests.
communicate the importance of work
I used to clean the park all day
Custodial didn’t seem to be popular.
But now it has become a popular profession.
Factors that contributed to the change
Bosses and Seniors Recognize the Importance of Custodial
It’s what I told you over and over again.
“The custodial is just so important.”
“Castodial means ‘to manage’ and ‘to protect'”
“Because you can freely move around the park, you have more opportunities to find guests in need.”
“Important role to solve problems”
“That’s why it’s important.”
and why it is important,
And by telling you over and over again
It seems that the feelings of subordinates and juniors are also changing.
And now it has become one of the most popular professions.
“Make Mickey Mouse’s face with fallen leaves”
“Clean with a rollerblade”
We are planning to make it a show-up, such as
For the enjoyment of guests,
It seems that the part-time workers came up with the idea themselves.
I would be happy if you could refer to it even a little.
Thank you for reading to the end.