Making the Most of Magical Service at Walt Disney World

Magical Moments at Walt Disney World

If you are going to Walt Disney World you have already heard about the wonderful service you'll receive from most of the "Cast Members." Many years ago I was fortunate enough to attend a Disney Institute seminar. There I learned how deep the Disney service mentality runs. There is a reason the staff are called "Cast" - they have all been carefully cast and trained for their roles in making your stay magical. To them you aren't a client or a patron - you are a GUEST. And they will do their best to treat you like a Guest.

"You can dream, create, design, and build
the most wonderful place in the world…

but it takes people to make it a reality". – Walt Disney

You'll notice that with very few exceptions, Disney staff ("Cast Members") always smile. They are polite and courteous. They look for opportunities to be helpful. They are proud of the place where they work and will work to maintain it. Any Cast member will stop to pick up a piece of trash in the Park - they wouldn't wait for custodial services thinking "that's not my job."

So - with a reputation for excellent service how can you get even better service? Simple - think and act like a Cast Member.

First and easiest - SMILE. After all, you're in Disney World, what's not to smile about?

Next try these simple strategies. Look your servers in the eye and smile before you place your order. Read their name tag and use their name when asking for something. Introduce yourself & your kids. If you are eating in your resort chances are you may see your server more than once. Make yourself memorable. Talk to them! Joke with them, brighten up their day for a change.

Thank the housekeepers (called "Mousekeeping") if you see them in the hall - and leave them a tip every day. The staff assignments change daily and you may have different housekeepers on different days.

Thank the person managing the queue at an attraction no matter how long you've been waiting. Thank your bus driver, the monorail porter, the boat captain. Thank your host and your server at meals. Thank the person cleaning the washroom. Thank anyone who helps you - whether its holding a door or cleaning up a mess.

 

And what can you except for all of your gracious behavior? Well, you shouldn't expect anything, but you may be surprised by what you get. You may return to your room to find fun towel animals. Your server may remember how you take your morning coffee. You may get a special message with your dessert or a surprise side order of your favorite food. Your child may get to see the wheelhouse of the ferryboat or dance in a parade.

By simply being nice to people we've gotten all kinds of pleasant little surprises. For instance, my daughter once accidentally dumped a brand new box of popcorn on the sidewalk at Hollywood Studios. A Cast Member appeared out of nowhere to sweep up the mess. We thanked him and helped scoop up the popcorn before we walked off. The next thing we know - he was standing next to my daughter handing her a brand new souvenir bucket of popcorn - free!

Once we wanted some cold drinks from a cart at EPCOT. The Cast Member politely informed us that she couldn't take credit cards. We smiled, told her we understood , thanked her and turned away. A minute later she was walking with us, giving me cold bottles of water - again, free!

The list of our magical moments goes on and on-- a free lollipop at Magic Kingdom, free sushi samples at the Polynesian, free ice cream cones at Storybook Treats - even a private boat on The Gran Fiesta Tour Starring the Three Caballeros in the Mexico Pavilion at EPCOT.

Disney encourages Cast members to create these magical moments. You'd be surprised at the leeway they have to make things just a little nicer for you if you are just a little nicer to them. Think of how many times a day Cast Members hear someone complain about the cost of a meal, the length of the line, the heat... It's not their fault. The don't make the prices or control the weather- they just work there. Chances are they are also hot, possibly bored - maybe even having a bad day. They rarely let it show. Regardless of their mood or personal experience Cast Members sincerely try to focus on Guests' happiness.

Ask anyone who has been to Disney, chances are they will have a few magical moments of their own to share with you.

So, why not give back to the folks who work so tirelessly to make our Disney dreams come true? To recognize a cast member right away you can go to guest relations and ask for a guest compliment card. The card will be placed in the Cast Member's file. You can send an e-mail to wdw.guest.communications@disneyworld.com. I always send emails to Disney after our vacations complimenting the Cast Members who made these moments magical.

You may find that kindness brings some sweet rewards. And, if nothing comes of your good behavior- what's the harm? It costs nothing to be nice and you may make some one else's day a little more magical.