MY DISNEY COLLEGE PROGRAMEXPERIENCE By Jeremiah Rivera Fall 2011

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DisneylandVision : “Be the Disneyland Resort that is a source of joy and

inspiration to all the world.”Mission: “We create happiness and make dreams come true.”

Starting from the beginning Attending my first Disney College

Program informational meeting inspired me to pursue a career in Hospitality and Tourism Management.

It gave me a goal to achieve and opened up many new opportunities.

In this presentation I will discuss my Disney College Program experience specifically: Living at Disney, Learning at

Disney, and Earning at Disney

Living at Disney

I choose to live in the housing that was provided through the Disney College Program.

Rent was taken out of my checks weekly.

The housing was located in Downtown Anaheim about 2 miles from the Disneyland Resort.

Commuter assistance was provided to me so that I was able to take public transportation to and from work and class.

Welcome to Anaheim ! Housing. Rent. Transportation.

Living at Disney

Roommates

Activities

Reflection

I was assigned to a room with 2 roommates, Daniel and Richard.

The Housing Office set up monthly activities for all of the interns to enjoy such as: Grocery Bingos Special Tours of

Disneyland & Exclusive

walkthroughs of the Attractions at the Disneyland Park

Living at Disney has further developed my time management skills because I had to prioritize arriving to class and work on time. It also improved my networking skills because I was about to make new connections and friendships with the other interns.Having to live on a budget also enhanced my numberwise skills.

Disney College Program Activities

My Roommates

Space Mountain Walk-through

Thanksgiving Dinner

Learning at Disney

From taking HTM 301 I learned that my areas of improvement are Networking and Interpersonal Communication.

That is why I enrolled in the Leadership Speakers Series class.

Each week speakers from various departments would share their stories, experiences, and advice with the interns.

My favorite advice came from Jon Storbeck, VP of Disneyland

He encouraged us to do our best for the guests, and to have fun at work and not allow little things to hinder us.

This class really helped expand my network, I was even able to meet with several people from Park Operations and Lodging outside of class and discuss the career opportunities at Disney.

Leadership Speakers Series

Learning at Disney

I was also given the tools Disney has developed to provide exceptional service to its guests: The Four Keys of the

Disneyland Show The Code of Guest

S.E.R.V.I.C.E. The 4 Keys are:

Safety, Courtesy, Show, & Efficiency

S.E.R.V.I.C.E. stands for: Smile Eye Contact Respect and

Welcome Value the Magic Initiate Guest Contact Create Service

Solutions End with a Thank You

These tools help create a good experience for guests

S.E.R.V.I.C.E. model

Learning at Disney

Safe D

Reflecti

on

I was taught that Safety is the most important of the 4 Keys and was given training in: Safety in Motion Fire Safety Chemical Safety

These tools improved my Technical Service skills because they gave me an understanding of the foundation from which all Disney procedures would derive from.

They also further developed my Expressive Service skills which allowed me to provide the guests with the renowned quality service Disney is known for.

I was trained as a Guest Control Host for Pixar Pals, the World of Color, and other Special Events & As an Attractions Host at Soarin’ Over California.

Earning at Disney

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Pixar Pals

WorldOfColor

Soarin’ OverCalifornia

Earning at Disney

While at work I was able to implement the 4 Keys and S.E.R.V.I.C.E. Model.

I was given Guest Interaction Training for my roles in Pixar Pals and the World of Color.

The Cast Member Reference Guide was an informational tool of the departments and events in the Resort.

By using the Reference Guide I was able to assist guests with their questions and concerns.

To support the Disney Key of Courtesy I was trained to always look approachable and to say “Please” and “Thank you” when directing guest.

Costumes and the Disney Look Guidelines supported the Show elements of the Disney Keys.

I also learned the 7 Disney Values: Respect, Openness, Balance, Diversity, Integrity, Courage and Honesty

Guest Interaction

Earning at Disney

Safety for the guests and for Cast Members was prominent during my training at Soarin’ Over California.

I was taught how to properly operate the different areas of the Attraction including: Greeting guests Loading guests onto the

attraction Monitoring guest on the

attraction Emergency Procedures

Courtesy was supported by the S.E.R.V.I.C.E. model

Show was supported by the use of Theme Phrasings and Costumes

Efficiency was supported with Targeted Loading Times and Hourly Guest Attendance.

Earning at Disney improved my Expressive Service, Professionalism, & Technical Service skills

While at work I had to provide stellar guest service, be on time and correctly dressed, & efficiently execute the procedures required by my roles.

Soarin’ Over California

Final Points

VoluntEARing

Conclusion

During my internship I was also able to participate in several VoluntEARS Events. I supported the Children’s Hospital of Orange

County, worked at a Cast Member Exclusive Halloween Event, & Gift wrapped presents for children and families for the Holidays.

My Disney College Program experience is something that I will never forget. The connections I’ve built and the memories I’ve made will always stay with me.

It has taught me so much and has helped me develop the skills which are vital within the Hospitality Industry.

In the future I want to pursue a career within the Lodging department of the Walt Disney Company at one of their Parks or Resorts.

DISNEY COLLEGE PROGRAM INTERNS

Fall 2011