Disney Wiki Assignment－Team: ACE

Learning experience of hotel and theme park operations management in Disneyland HK.

As a renowned brand in the hospitality industry, Disney’s high standard of Guest service has achieved international acclaim. From this “Disneyland Hospitality in Practice” turn into a real-world classroom for us to learn more about the features of Disney to approach Guest services. This site visit of Disney is separate into two parts which are hotel and theme park. The key customer of Disney is Family. They need to pay special attention on take care children and baby. The Mission and Vision of Disney is that provide well-service and experience to children to create Amazing moment. Therefore, Disney emphases four service quality standards.
1st Safety
Safety is the number one priority for the resort. Disney are all responsible for the safety of the Guest and fellow Cast Members.
2nd Courtesy
Understand the diverse nature of the Guests, respecting, appreciating and valuing everyone and acknowledging the importance of every Guest as an individual.
3rd Show
Deliver professional presentation and maintain a clear and organized work location.
4th Efficiency
Work together as a team and keep lines of communication open.

Hotel

1) Storybook Playroom

Inside the Disney hotel, there are areas for Children to read Storybook Since, There are many children in playroom. If there are some stroller insides, it will very dangers. Hotel provides Stroller Parking area for stroller for baby which enhance safety quality standards. For safety purpose, there is carpet on the floor to prevent children slip on. Rubbing alcohol will be provided to parent and children for wasting their hands. There is a small reception counter outside the Playroom. The Cast Members will provide story introduction service to children enhance courtesy quality standards.

2) Corridor

For safety purpose, each stair’s step installs a skid grain to prevent customers slip on.

The stair’s handrail has some bump to inform the direction to blind which can ensure their safety.

3) Reception Counter

Hotel room check-in counter will ensure their service efficiency. The average queuing will not over 20 minutes. The average check-in time will not over 10 minutes. There are special counter design of children and disable. The counter is relatively shorter than other counter which enhance Courtesy service standards.

In addition, next to the check-in counter, there are an area for children watch Canton when their parent is waiting for check-in.

4) Lobby and Hotel Entrance

The design of Disney hotel is followed by Victoria period. The decoration try to credit like a castle and children like a princes or princess. Each ballroom is using princess as a name. There are some special and detail design in the hotel lobby can enhance Show hotel service quality standards. For example, there are a crown on the top of lobby chandelier.

At the hotel entrance, there are Mickey Mouse and Minnie Mouse bronze statue standing to welcome customer to show courtesy.

B. Disney Theme Park

Main entrance

At the theme park main entrance, there are a banner showing “Welcome to Hong Kong Disneyland Resort” and “Thank you for Visiting”. This banner can show Courtesy to customer. Customer will feel friendly and happy to see this banner.