The Disney Apprentice: Lessons Learned from Inside Disney by Chuck Shields

Author:Chuck Shields [Shields, Chuck]
Language: eng
Format: epub
Tags: walt disney, disney way, disney u, disney university, disneyland
Publisher: Theme Park Press
Published: 2016-05-21T07:00:00+00:00

Lesson Learned

This is a great lesson for all of us. What he was communicating to me was that if we want our hosts and hostesses to maintain a neat work area, we better model the same behavior in the backstage area. No double standards!

What used to be called on-the-job training has been given a new name in today’s world of work: onboarding. Once we had gotten our new hosts and hostesses through the Disney Experience Orientation Program, what should be their next step? We were sending them directly to their location for on-the-job training at the time, and it seemed to me that we did not want them learning at the guests’ expense.

So I ran another approach by our area leaders and Van. I suggested we set up training centers of excellence throughout the park and bring the new cast members back after the park closed to practice under the careful eye of an experienced trainer. They would not only avoid making mistakes in front of our guests, but we could focus on typical problems they would be facing. We developed training checklists for these centers and typical scenarios that cast members would need to react to. The scenarios primarily concerned guest service challenges.

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