My disney college program experience
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My DISNEY College Program Experience . By Jeremiah Rivera Fall 2011 . Disneyland. Vision : “Be the Disneyland Resort that is a source of joy and inspiration to all the world.” Mission: “We create happiness and make dreams come true.”.

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My DISNEY College Program Experience

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My DISNEY College ProgramExperience

By Jeremiah Rivera Fall 2011


Vision : “Be the Disneyland Resort that is a source of joy and inspiration to all the world.”

Mission: “We create happiness and make dreams come true.”

Starting from the beginning

  • Attending my first Disney College Program informational meeting inspired me to pursue a career in Hospitality and Tourism Management.

  • It gave me a goal to achieve and opened up many new opportunities.

  • In this presentation I will discuss my Disney College Program experience specifically:

    • Living at Disney, Learning at Disney, and Earning at Disney

Living at Disney

Welcome to Anaheim !

Housing. Rent. Transportation.

  • I choose to live in the housing that was provided through the Disney College Program.

  • Rent was taken out of my checks weekly.

  • The housing was located in Downtown Anaheim about 2 miles from the Disneyland Resort.

  • Commuter assistance was provided to me so that I was able to take public transportation to and from work and class.

Living at Disney




  • I was assigned to a room with 2 roommates, Daniel and Richard.

  • The Housing Office set up monthly activities for all of the interns to enjoy such as:

    • Grocery Bingos

    • Special Tours of Disneyland &

    • Exclusive walkthroughs of the Attractions at the Disneyland Park

  • Living at Disney has further developed my time management skills because I had to prioritize arriving to class and work on time.

  • It also improved my networking skills because I was about to make new connections and friendships with the other interns.

  • Having to live on a budget also enhanced my numberwise skills.

Space Mountain Walk-through

Thanksgiving Dinner

My Roommates

Disney College Program Activities

Learning at Disney

Leadership Speakers Series

  • From taking HTM 301 I learned that my areas of improvement are Networking and Interpersonal Communication.

  • That is why I enrolled in the Leadership Speakers Series class.

  • Each week speakers from various departments would share their stories, experiences, and advice with the interns.

  • My favorite advice came from Jon Storbeck, VP of Disneyland

  • He encouraged us to do our best for the guests, and to have fun at work and not allow little things to hinder us.

  • This class really helped expand my network, I was even able to meet with several people from Park Operations and Lodging outside of class and discuss the career opportunities at Disney.

Learning at Disney

S.E.R.V.I.C.E. model

  • I was also given the tools Disney has developed to provide exceptional service to its guests:

    • The Four Keys of the Disneyland Show

    • The Code of Guest S.E.R.V.I.C.E.

  • The 4 Keys are:

    • Safety, Courtesy, Show, & Efficiency

  • S.E.R.V.I.C.E. stands for:

    • Smile

    • Eye Contact

    • Respect and Welcome

    • Value the Magic

    • Initiate Guest Contact

    • Create Service Solutions

    • End with a Thank You

  • These tools help create a good experience for guests

Learning at Disney

Safe D


  • I was taught that Safety is the most important of the 4 Keys and was given training in:

    • Safety in Motion

    • Fire Safety

    • Chemical Safety

  • These tools improved my Technical Service skills because they gave me an understanding of the foundation from which all Disney procedures would derive from.

  • They also further developed my Expressive Service skills which allowed me to provide the guests with the renowned quality service Disney is known for.







Pixar Pals

Earning at Disney

I was trained as a Guest Control Host for Pixar Pals, the World of Color, and other Special Events &

As an Attractions Host at Soarin’ Over California.

Earning at Disney

Guest Interaction

  • While at work I was able to implement the 4 Keys and S.E.R.V.I.C.E. Model.

  • I was given Guest Interaction Training for my roles in Pixar Pals and the World of Color.

  • The Cast Member Reference Guide was an informational tool of the departments and events in the Resort.

  • By using the Reference Guide I was able to assist guests with their questions and concerns.

  • To support the Disney Key of Courtesy I was trained to always look approachable and to say “Please” and “Thank you” when directing guest.

  • Costumes and the Disney Look Guidelines supported the Show elements of the Disney Keys.

  • I also learned the 7 Disney Values: Respect, Openness, Balance, Diversity, Integrity, Courage and Honesty

Earning at Disney

Soarin’ Over California

  • Safety for the guests and for Cast Members was prominent during my training at Soarin’ Over California.

  • I was taught how to properly operate the different areas of the Attraction including:

    • Greeting guests

    • Loading guests onto the attraction

    • Monitoring guest on the attraction

    • Emergency Procedures

  • Courtesy was supported by the S.E.R.V.I.C.E. model

  • Show was supported by the use of Theme Phrasings and Costumes

  • Efficiency was supported with Targeted Loading Times and Hourly Guest Attendance.

  • Earning at Disney improved my Expressive Service, Professionalism, & Technical Service skills

  • While at work I had to provide stellar guest service, be on time and correctly dressed, & efficiently execute the procedures required by my roles.

Final Points



  • During my internship I was also able to participate in several VoluntEARS Events.

    • I supported the Children’s Hospital of Orange County, worked at a Cast Member Exclusive Halloween Event, & Gift wrapped presents for children and families for the Holidays.

  • My Disney College Program experience is something that I will never forget. The connections I’ve built and the memories I’ve made will always stay with me.

  • It has taught me so much and has helped me develop the skills which are vital within the Hospitality Industry.

  • In the future I want to pursue a career within the Lodging department of the Walt Disney Company at one of their Parks or Resorts.

Disney College Program Interns

Fall 2011

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