Be Our Guest: Revised and Updated Edition: Perfecting the Art of Customer Service (The Disney Institute Leadership Series) by The Disney Institute & Theodore Kinni

Author:The Disney Institute & Theodore Kinni [The Disney Institute & Kinni, Theodore]
Language: eng
Format: epub
Tags: Business & Money, Business Culture, Motivation & Self-Improvement, Industries, Hospitality; Travel & Tourism, Management & Leadership, Management, Motivational, Processes & Infrastructure, Customer Relations, Travel, Specialty Travel, Theme Parks, United States, Florida, Disney World, Orlando, Business Life, Customer Service
Amazon: B006N47ZPK
Publisher: Disney Editions
Published: 2011-12-16T00:00:00+00:00

Selected Components of Setting

Architectural design

Landscaping

Lighting

Color

Signage

Directional design on carpet

Texture of floor surface

Focal points and directional signs

Internal/external detail

music/ambient noise

Smell

Touch/tactile experiences

Taste

As the definition above states, setting also includes the objects within the environment. At the Disney resorts and parks, that means the furniture in the hotel rooms, the utensils in the restaurants, the trees and flowers on the property, and, of course, the attractions in the parks. All these objects contribute to the delivery of entertainment to guests. If the bed is uncomfortable, the silverware clunky, the plants sparse, and the rides jerky, who would want to return for a second visit? With an ever-increasing number of choices available for spending their shrinking leisure time and hard-earned money, how many instances of poorly designed setting would it take to drive a guest away forever? These are increasingly important questions to which today’s successful organizations must continually find answers.

Finally, setting includes the work of maintaining and enhancing the environment and the objects within it. Even the best-designed setting must be continuously maintained and improved. Attractions must be kept in good repair, rooms must be cleaned, plants fed and watered, etc. A poorly maintained setting is just as telling as a poorly designed one.

If it all sounds like a lot of work, that’s because it is. Creating practical magic is hard work, and it is a tenuous business that is entirely dependent on attention to detail. Listen to how the late and legendary Imagineer John Hench described it:

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