CREATING MAGICAT WORK AND IN YOUR CHAPTER

DISNEY WORLD

•25,000 acres

•31,000 rooms

•59,000 cast members

•Largest single site employer in the world

DISNEY WORLD

•32 hotel properties

•70% return rate among visitors

•Lowest turnover rate in the hospitality industry

•Unparalleled client service experience

CREATING MAGIC

•What makes the magic of Disney World?

•Great leadership

•Employee excellence

•Guest satisfaction

•Business results

1. EVERYONE IS IMPORTANT

•Respect, Appreciate, and Value Everyone

•Make sure everyone knows they matter

• Include them in decisions, process improvement

•Know your team, let them know you

•Make an effort to listen to everyone

2. BREAK THE MOLD

•Step back and challenge everything

•Clarify roles and responsibilities

•Make every position count

•Get as flat as you can, eliminate overwork

•You’re never done

3. MAKE PEOPLE YOUR BRAND

•Define the perfect candidate- technical, management, technological, leadership

•Look everywhere and don’t settle

• Involve your team in the selection

•Terminate quickly and kindly

4. CREATE MAGIC THROUGH TRAINING

•Give people a purpose, not just a job

•Care, Observe, Act, Communicate, Help

•Teach and train

•Communicate constantly

•Give continuous and honest feedback

5. ELIMINATE HASSLES

•Ask what rather than who

•Listen to your clients and employees

•Experience your company firsthand

•Think ahead

6. LEARN THE TRUTH

•Get out and about routinely

•Meet regularly with direct reports- people, processes, projects, profit

•Assemble small groups and ensure safety

•Ask how you can be better

7. BURN THE FREE FUEL

•Spend meaningful time with employees

•Praise publicly

•Recognize and encourage new ideas

•Appreciation, Recognition, Encouragement

8. STAY AHEAD OF THE PACK

•Stay fresh and be a knowledge sponge

•Master business fundamentals

•Learn from the best

•Study your client base and demographics

•Keep your direct reports ahead of the pack

9. BE CAREFUL WHAT YOU SAY AND DO

•Passionate commitment to your role

•Do what it takes to get the job done

•Set high standards

•Be a professional when the curtain is down

•Stay humble

10. DEVELOP CHARACTER

•Anticipate ethical dilemmas

•Live your values

•Train for character, not just skill

•Teach your values