Jessica Chao’s Post

Walt Disney's Seven Guidelines for Guest Service is not just a masterclass in hospitality. It's a masterclass for life. (This list is worth saving and printing out later) 1. Always Make Eye Contact and Smile! Start and end every guest conversation with direct eye contact and a sincere smile. 2. Greet and Welcome Each and Every Guest Good morning! Welcome! May I assist you? Extend the appropriate greeting to every guest with whom you come into contact with. 3. Seek Out Guest Contact Listen to guests' needs. Answer questions. Offer assistance (taking family photographs, for example). Every cast member is responsible for seeking out guests who need help or assistance. 4. Provide Immediate Service Recovery All cast members must attempt to the best of their abilities to immediately resolve a guest service failure before it becomes a guest service problem. Or find another cast member who can. 5. Display Appropriate Body Language At All Times Attentive appearance, good pasture, and appropriate facial expressions. Every cast member must display approachable body language when onstage (in the Park) 6. Preserve the Magical Guest Experience Talking about personal or job-related problems in front of our guests is unacceptable. Always focus on the positive rather than the rules and regulations. 7. Thank Each and Every Guest Extend every guest a sincere thank you after every transaction. Extend every guest a thank you or similar expression of appreciation as they leave you. These guest services are more than just rules and regulations. Cast members use them to craft unique service moments and even more amazing experiences. The stories of how Disney cast members turn negative experiences into magical memories are legendary in the hospitality industry. The one that always sticks in my mind is when a couple with a sick child returned to their room to find a personalized get-well card from Mickey. No wonder former Disney cast members are considered the creme de la creme of the hospitality industry. As well as exceptional human beings. At least the ones I have met. The closest I've experienced to this level of hospitality is right here in Wilson. Don't believe me? Come and experience it for yourself. Wish you were here. #WilsonArkansas #hospitality #travel #tourism #leadership #smalltowns #ruralcommunities

12 April is always noted in my diary… 33 years ago today I was part of the opening crew of the artist formerly known as EuroDisney Now Disneyland Paris.   I was so excited to be a ‘cast member’ My role? Working at “Bella Notte” serving pizzas and ice cream opposite, “It’s a small world” Waitress or waltzing in the parade, all cast members have to go through the. “Disney University” A masterclass in magic and service where we discovered: ↪ The difference between ‘on stage’ and ‘back stage’ ↪ What to do if Mickey Mouse faints? Do you take the mask off? (answer in comments)* ↪ The importance of the senses in an immersive experience It was my first foray in hospitality. Like a sponge I soaked it all in, Looking back, there are many lessons I took from this experience, that has put me in good stead today ⤵️ 1️⃣ Always clear your table at a fast food restaurant: I remember the mess people left for us to clear and was shocked. There are 2 people in this world. ✅ Those that do and ❌ Those that don’t. ❓Which person are you? 2️⃣ Say what you want: The script was the same every day Guest: Can I have a drink? Me: What would you like? Guest:  What do you have? Me: Coke, Sprite or Fanta Guest: Coke Me: Small, Medium or Large? Now, whenever I order, “Please may I have a small [insert drink]” I see the smile on the server’s face 3️⃣ Systems save time: We would go from twiddling our thumbs to queues out the door. Analyse the flow, see where you shave time (refer point 2), improves customer experience 4️⃣ Every moment counts: Smells piped through bakery walls, music in the streets, fun signage to read in the queue. Delight the customer at every moment 5️⃣ Team are everything: I admit the work was boring. But the team made it and I am still friends with many of former cast mates today. I laughed every day and have so many memories that I cherish always Happy Disney Day What lessons have you taken from the start of your career? P.S. Note the Dr. Martens plc boots. My rebellion to the 'costume' #events #creativity #transformation #experience #hospitality

Planning a trip to the Walt Disney World? Here are 5 must-know facts you absolutely need to know before you pack your bags and set off on your fairy-tale adventure: 🏰 Walt Disney World is a HUGE: Not everything can be seen in just a few days. There is a lot to see in Walt Disney World. With 4 theme parks and 2 waterparks, not to mention over 20 resorts, Disney Springs, and more, there is so much to explore. Deciding how many days to spend can be tricky. A good range is 4-7 days to just scratch the surface of this vast magical empire! 🍽️ Dining is an Experience: Walt Disney World is a foodie paradise with options ranging from quick service bites to exquisite table service meals. Some top pics are Steakhouse 71, Tony’s Town Square Restaurant and Geyser Point. 🎭 More than rides: Beyond thrilling rides, Disney parks are rich with shows and performances. From street acts and parades. to stage shows like Festival of the Lion King, every corner of the park has something for everyone. 🛌 Resort Choices Matter: Stay right in the heart of the magic by choosing a Disney-operated hotel. From budget-friendly values to luxurious deluxe, pick what suits your style and budget. Each hotel offers unique themes and dining experiences as well. The convenience of staying at a Walt Disney World Resort also has perks such as Extra Magic Hours (Early Entry for all and Extended Evenings for Deluxe Resorts) 🤗 Fun for ALL AGES: Walt Disney World Isn’t Just for Kids, although most think that the magic is just for the little ones, with the amazing resorts, entertainment, and shopping available it's designed with all ages in mind. There are lots for kids to those who are kids at heart. Lots of experiences to enjoy no matter how young or old you may be. Do you have any “Must know” Walt Disney World tips to add to the list? Share them in the comments ⬇️ #disneymoments #disneyworldtips #disneyworldparks #waltdisneyworldresorts #personaltravelagent #disneytravelagents #travelagentperks #disneyvacationplanning #disneyfamilyvacation #familyvacationideas #disneytravelplanning #vacationplanningtips #Disneyvacationtips

Thinking about a trip to Disney World? I’ve been planning trips to Disney World for so long that my brain is literally a rotating rolodex of hotels, attractions, restaurants, features, and how-to's. Let me share a few of my current favorites with you: - For the best pools onsite, stay at Disney's Beach Club or Yacht Club - For the most fun non-character family dining experience, eat at Roundup Rodeo BBQ -For the best bang-for-your-buck, add Memory Maker to get all the photos. - For the lowest waits in line, add an After Hours experience, if available during your dates. This is only a start, Walt Disney World has so much to offer that it can get overwhelming sometimes. I'm here to make it easy for you! Fill out my quote request to kick off your planning. #VacationPlanning #VacationIdeas #VacationPlans #DisneyPlanning #DisneyWorldVacation #DisneyDining #MemoryMaker #DisneyAfterHours #MarvelousMouseTravels #WaltDisneyWorld

Walt Disney's 7 Guidelines for Guest Services is not just a masterclass in hospitality. It's a masterclass for life. (This list is worth saving and printing out later) 1. Always Make Eye Contact and Smile! Start and end every guest conversation with direct eye contact and a sincere smile. 2. Greet and Welcome Each and Every Guest Good morning! Welcome! May I help you? Extend the appropriate greeting to every guest with whom you come into contact with. 3. Seek Out Guest Contact Listen to guests' needs. Answer questions. Offer assistance (taking family photographs, for example). Every cast member is responsible for seeking out guests who need help or assistance. 4. Provide Immediate Service Recovery All cast members must attempt to the best of their abilities to immediately resolve a guest service failure before it becomes a guest service problem. Or find another cast member who can. 5. Display Appropriate Body Language At All Times Attentive appearance, good pasture, and appropriate facial expressions. Every cast member must display approachable body language when onstage (in the Park) 6. Preserve the Magical Guest Experience Talking about personal or job-related problems in front of our guests is unacceptable. Always focus on the positive rather than the rules and regulations. 7. Thank Each and Every Guest Extend every guest a sincere thank you after every transaction. Extend every guest a thank you or similar expression of appreciation as they leave you. These guest services are more than just rules and regulations. Cast members use them to craft unique service moments and even more amazing experiences. The stories of how Disney cast members turn negative experiences into magical memories are legendary in the hospitality industry. The one that always sticks in my mind is when a couple with a sick child returned to their room to find a personalized get-well card from Mickey. No wonder former Disney cast members are considered the creme de la creme of the hospitality industry. As well as exceptional human beings. At least the ones I have met. The closest I've experienced to this level of hospitality is right here in Wilson. Don't believe me? Come and experience it for yourself. Wish you were here. Tom #WilsonArkansas #hospitality #travel #tourism #leadership #smalltowns #ruralcommunities Bellow: A rare colorized photo of Walt Disney bending over to pick up something dropped by a Guest at Disneyland ney's

Adventurers Advice: the newsletter is out now! Learn more about the new Disney Cruise Line itineraries, why you should take a river cruise and the magic of an Adventures by Disney vacation! https://lnkd.in/ggbu_Qxj You can also sign up to receive Adventurers Advice. All my subscribers get a list of my favorite Walt Disney World dining spots. I'm happy to share the best of Disneyland, too! #adventurersadvice #disneycruiseline #amawaterways #adventuresbydisney

When is the price just too much? Where is the breaking point? The continuous price hikes by Disney is a concerning trend. For many middle-class families, the dream of visiting these parks is becoming increasingly unattainable. This could potentially result in a situation where only the affluent can afford such experiences, leaving a vast segment of the population excluded from the magic of Disney, if we aren't there already. It's a disheartening indication of how entertainment and leisure activities are becoming a luxury reserved for the privileged few. I'll say it again, where is the breaking point? #Disney #WaltDisneyWorld #WDW #Entertainment #Themepark #hospitality

Are you an #ExecutiveChef or #ExecutiveSousChef who may be seeking a new role that offers greater opportunities for career advancement? Are you ready to #pivot to a larger or more prestigious #restaurant or #hotel, where you can take on more responsibility and lead a larger team? Maybe creative freedom that allows you to get inspired again in the #kitchen or work for an establishment that encourages innovation and experimentation with new dishes and #cuisines? Let's get these questions answered, I encourage you to click on the link below and keep reading! These opportunities may not come often but when they are here, they are sizzling! (no pun intended!) #ExecutiveChef #ExecutiveSousChef #OMGMHiring #AdvanceYourCareer

Don't kill the golden goose. Michael Eisner was the Disney CEO for 21 years and was touted as having the "Midas Touch". Revenues soared as he was able to see opportunities that all of his predecessors had overlooked such as additional theme parks, a cruise line, on-site theme park hotels, and more. So why was he forced to resign in 2005? Because the brand strength was crippled during his tenure. For example, guests at Disney's California Adventure Park were excited when the park first opened, but remorse immediately set in when it didn't "feel like Disney" despite the most popular rides being in the new theme park. During this time, he also started making low-quality sequels to popular Disney movies that went straight to VHS and DVD. This made the company A LOT of money during his tenure but at what cost? Every Disney fan recognized this was simply a money grab. The Disney board recognized that this model was not sustainable due to the fact that the Disney brand that Walt Disney and his predecessors fought hard to build was beginning to crack. That's ultimately why Eisner's replacement, Bob Igor, ended the direct-to-consumer movie model and poured money into revamping the theme parks. In the short run, the lost revenue from those films would hurt badly, and simultaneously pouring money back into the theme parks so they could have that classic "Disney feel" wasn't going to drive prices up overnight. However, he along with the board understood that this would create loyalty amongst its customers in the long term. This is true for any business, particularly for hospitality. If you want long-term success as an Airbnb host, you must put the guest experience first. Providing low-quality bedding and single-ply toilet paper, for example, to boost margins is one example of how many hosts are killing the golden goose. Every decision should revolve around providing the best guest experience, not what will be driving the most profit today. #BrandManagement #HospitalityIndustry #GuestExperience #LeadershipLessons #AirbnbTips

In this episode, we discuss everything you need to know about Disney's Hilton Head Island Resort! #hiltonhead #disneyvacationclub #dvc #disney #timeshare