On 29 October, we had a field trip visiting Disneyland Resort and the theme park. We first walk around the hotel then we moved to the theme park.
“Disney’s Hospitality in Practice” provides us with an opportunity to know more about the hospitality industry in a real life example, outside the lectures. We visited the hotel and the theme park at Disneyland with a cast member guide.
Some experience and the important knowledge that are valuable for students studying hospitality after the field trip of Hong Kong Disneyland Hotel and of Hong Kong Disneyland Park.
Purpose of the Disneyland Field trip
This Disneyland Field trip provides an opportunity to discover more about the basic aspect of hospitality services and give us a chance to gain an invaluable insight into the uniqueness of Disney Guest Services and acquire a better understanding of the operation and management of Disneyland resort. On top of these, it provides a better review to the students who are interested in learning more about the career in hotel or recreation industry.
Core Values of the Disneyland resort
- Disney Quality Standards
- Safety is to make sure no matter front desk of back office, both guest and cast members play and work in a safe environment.
- Courtesy means the cast member should recognize the diverse nature of guest, respecting appreciating and valuing everyone and acknowledging the importance of every guest as an individual and be polite.
- Show means deliver flawless and professional presentations everyday while maintain a clean, neat and organized work location.
- Efficiency means cast members should work together as a team and provide good services for guest for them to manage time efficiently for their trip.
- Service with heart
Valued-added service in Hotel
Generally, the type of customers visiting the Disneyland hotel are families with children. When designing the service scope, Disneyland has considered that children would be less patient when their parents are doing some formal procedures in the hotel, such as check-in/ out. From the point of view of the children, they probably consider this process is a boring activity and could easily bother their parents during the check-in/out process. In order to ease parents’ stress of taking care of their children during the check-in/out process as well as let the children more entertained, a TV area playing some classic Disney cartoon was established just next to the front-desk. This kind of consideration is just reflecting one of the Hospitality mindset – Attentive.
Here is the are for children to enjoy Disney’s movies and wait for their parents.
There is a storybook playroom available for children to experience the fantasy Disney world of discovery and adventure. The door design of the storybook playroom was just like a book, creating the illusion that children are going to enter into a giant story book of a wonder Disney world. There are a lot of activities that children can do in the storybook playroom, such as playing their own creative story in different themed areas, crafting art work as well as enjoying Disney’s story time and movies. What is more, in order to provide a hygiene environment, it will be cleaned for 15 minutes in every hour.
Girls will be dressed up in here and take some photos of being a princess. Make-up services are provided. (Bibbidi Bobbidi Boutique)
Special guests would be able to enjoy service provided by the Kingdom Club. There are free food for guests as breakfast and snacks for children. During night time, kids can hear bed time story told by Mickey and Minnie here. Guests can even have check in/out in here.
Special facilities in the hotel room
Children are the main target customers of Disneyland hotel. In addition to providing entertainment services to the little guests, their safety is also a major concern when designing the service scope. According to the Disney quality standards, safety is the number one priority for the report. Therefore, a lot of special services or facilities are provided for the safety of children in the Hong Kong Disneyland hotel. For example, parents can request for a baby cot or bed rails from the hotel for the purpose of preventing kids from rolling off the bed. Another example, a step-stool was placed in the bathroom for kids to climb on to reach the sink. All these actions are all complying with Disney’s statement, “We are all responsible for the safety of our guests and fellow Cast Members”.
To prevent children falling down from bed to floor.
To welcome the guests for staying in the hotel.
Birthday decoration will be provided upon requested by guests.
Some special events will be posted near the entrance to welcome the guests.
Hidden Mickey is everywhere in order to fulfill the Disney Quality Standards (SHOW).
Step-stool in the bathroom
After it, we finished visiting the hotel and moved on discovering the service keys in Disneyland. Before entering the theme park, we came across the information center and found that the layout was specially designed with the spirit of empathy. The size of its front desk is much shorter than the standard and it is because it was designed for disabled people and also the main customers -children. The staff in the office sit on a lower sight level when communicating with visitors which shows lot of respect and care to the honorable customers.
Then there is a package express near the ticket office where visitors can leave their luggage and huge belongings before getting into the park. Normal visitors will be charged $80 per each package but this service is free of charge for the premium Disney member.
Next, right behind the restaurant there is a quiet cozy corner set up with First Aid and Baby Care Center facilities for visitors in need. Those parents carrying their children can have a convenient and private place to change their babies.
The First Aid center has serial rooms with medicines and beds for emergency.
The above facilities have reflected how Disney empathize on safety as one of their service standards, that is to be responsible for the safety of the Guests.
After passing though the main street there is a pavilion with a board announcing the time slots of the shows around Disney park. Cast members are all willing to help visitor for providing information or introduce you the surrounding facilities.
There were also floor plans specially designed for blind people that included the whole layout and the right location with the Braille alphabet and map.
From these point of views, we can see that Disney really put much effort on fulfilling their promised service quality standards to the Guests and to make every interaction a magical moment. No wonder the fact that Disneyland is the top hospitality service industry even in the world.