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CREATING MAGIC

CREATING MAGIC. AT WORK AND IN YOUR CHAPTER. Disney world. 25,000 acres 31,000 rooms 59,000 cast members Largest single site employer in the world. Disney world. 32 hotel properties 70% return rate among visitors Lowest turnover rate in the hospitality industry

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CREATING MAGIC

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  1. CREATING MAGIC AT WORK AND IN YOUR CHAPTER

  2. Disney world • 25,000 acres • 31,000 rooms • 59,000 cast members • Largest single site employer in the world

  3. Disney world • 32 hotel properties • 70% return rate among visitors • Lowest turnover rate in the hospitality industry • Unparalleled client service experience

  4. CREATING MAGIC • What makes the magic of Disney World? • Great leadership • Employee excellence • Guest satisfaction • Business results

  5. 1. EVERYONE IS IMPORTANT • Respect, Appreciate, and Value Everyone • Make sure everyone knows they matter • Include them in decisions, process improvement • Know your team, let them know you • Make an effort to listen to everyone

  6. 2. Break the mold • Step back and challenge everything • Clarify roles and responsibilities • Make every position count • Get as flat as you can, eliminate overwork • You’re never done

  7. 3. Make people your brand • Define the perfect candidate- technical, management, technological, leadership • Look everywhere and don’t settle • Involve your team in the selection • Terminate quickly and kindly

  8. 4. CREATE MAGIC THROUGH TRAINING • Give people a purpose, not just a job • Care, Observe, Act, Communicate, Help • Teach and train • Communicate constantly • Give continuous and honest feedback

  9. 5. ELIMINATE HASSLES • Ask what rather than who • Listen to your clients and employees • Experience your company firsthand • Think ahead

  10. 6. LEArn the truth • Get out and about routinely • Meet regularly with direct reports- people, processes, projects, profit • Assemble small groups and ensure safety • Ask how you can be better

  11. 7. BURN THE FREE FUEL • Spend meaningful time with employees • Praise publicly • Recognize and encourage new ideas • Appreciation, Recognition, Encouragement

  12. 8. STAY AHEAD OF THE PACK • Stay fresh and be a knowledge sponge • Master business fundamentals • Learn from the best • Study your client base and demographics • Keep your direct reports ahead of the pack

  13. 9. Be careful what you say and do • Passionate commitment to your role • Do what it takes to get the job done • Set high standards • Be a professional when the curtain is down • Stay humble

  14. 10. DEVELOP CHARACTER • Anticipate ethical dilemmas • Live your values • Train for character, not just skill • Teach your values

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