Work has been very, very busy these past few days with the holiday weekend. The theme parks saw attendance numbers much higher than was expected, nearly 30% more than projected, so it was a great morale booster for everyone at the company this weekend. We currently have a convention in-house and today was our major check-in day, so every department was extremely busy. Yesterday I had a new task that demonstrated how Disney goes above and beyond for their guests and why they have a legendary reputation for customer service. One of the four Disney Basics is to "Go above and beyond." A guest needed an amenity that our resort does not offer. Instead of just apologizing and saying we did not have the item, I was sent by my mangers in the company car to the store to find the item so the guest would have it that night. Even though the store was about 25 minutes outside of Disney World, it was more important to deliver on meeting the guests needs, than their own convenience . I am now very comfortable in my roles, and have begun interacting more with other departments and I am seeing how all the areas of the hotel come together to create the lasting experience for our guests.
Sunday, February 15, 2009
Going above & beyond
Posted by Emily at 7:37 PM
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2 comments:
Thats really great that there was 30% more people at the park than expected especially in such bad economic times! Disney really does go above and beyond and I think thats what keeps people coming back again and again. When people are traveling, not only are they spending money but they want an experience and a great one at that! Also in the tourism industry a lot of business and marketing is done by word of mouth. The customer who got what they wanted must have been pleased!
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