Front line cast members at Walt Disney World work extremely hard. They juggle their standard job duties, such as scooping ice cream or checking ride safety restraints, with providing the world-class personalized guest service for which Disney parks and resorts are renowned. With visitors of all ages and walks of life, who come from hometowns around the world, providing that level of guest service is not always easy.
Fortunately, Disney empowers their front line staff to make decisions that can tremendously impact a guest’s experience. Here are just 5 of the many ways that cast members are empowered to create magic.
1. Giving bonus surprises
Have you ever gotten to re-ride your favorite attraction late at night without having to get off and walk all the way around? Did a cast member give your slightly too short for Space Mountain child a special certificate to get to the front of the line on his next visit? Maybe you were chosen to take part in a show because a cast member noticed your 20th anniversary button. Whatever the reason, the front line staff can give bonus surprises without having to ask for permission, as long as operational needs are not affected. That means you won’t get a re-ride with a 60 minute queue, but when things are slow, the magic can, and usually does, happen.
2. Assuaging fears with facts
Many kids, and more than a few adults, are afraid of the unknown. While Tower of Terror is always a thrilling ride, it seems much less ominous once you know what to expect. Front line cast members are empowered to help you and your kids make reasoned decisions on whether to try a ride based on a full explanation of the ride experience.
Universal Team Members are similarly empowered to help assuage the fears of scared or nervous young guests. When I worked at Kongfrontation, one of my favorite things to do was to take a scared child into our control tower. He or she would watch the trams go around on a monitor, and even see the massive animatronics in action. Sometimes the child would get brave enough to ride, and sometimes not. But in every case, both the child and the parent thanked me for the experience.
It’s not always possible to get into a control tower or other backstage area, and you should never expect or demand this. But rest assured, if someone in your group is waffling on whether to ride, cast members will be glad to help you make an informed decision.
3. Sharing behind-the-scenes info
Show is one of the Four Keys to Guest Service, and cast members will never destroy the illusion without a good reason—as those who have tried repeatedly to get Jurassic Park team members to state that the dinosaurs aren’t real will attest. Good cast members, however, have a knack for identifying the guests who are truly interested in the behind-the-scenes operations, and are willing to give up some details to make your visit that much better. Of course, they won’t share anything proprietary, but there is a lot to learn when the opportunity arises.
For example, my father and I were once the only riders on a Jungle Cruise boat. After we left the dock and were out of earshot of the other guests, we asked our skipper not to spiel. We explained that we had ridden hundreds of times and were more curious about life on the Jungle Cruise. During the next 10 minutes, we were regaled with everything from stories about pranks different skippers have played to the locations of some of the hardest to find Hidden Mickeys in the park. It was one of my favorite Jungle Cruise experiences ever.
4. Making it right
Things happen at the parks. Kids drop ice cream cones, teens misjudge how cold they will be after a winter water ride, and people of all ages trip on curbs or bang into queue rails. While none of these or the many other misadventures that regularly occur are the parks’ fault, the companies understand that they can get in the way of guests having a good time. Therefore, front line cast members are empowered to make it right. You might get a free replacement for the drink you just spilled, a courtesy wheelchair for the rest of the day after bashing your toes, or a sweatshirt to replace your soaked T-shirt. Never expect something for nothing, but don’t hesitate to let the nearest cast member know if you are in need.
5. Putting the guest first
This one really sums up all of the above, plus everything else that front line cast members can do. Both Walt Disney World and Universal Orlando are founded on ideals of creating magic and fantasy for guests of all ages. While it certainly isn’t possible to give every single guest a bit of bonus magic, cast members will go out of their way to put the guest first at all times.
In fact, some of my favorite memories from my time working at the parks are of creative ways that my coworkers and I found to bring smiles to faces. It might be something as simple as getting down on one knee and chatting with a talkative child, or it might be as elaborate as helping someone with a surprise marriage proposal. Who knows what you might experience on your next trip? Be patient and undemanding, and you just might find a cast member who is working hard to create some magic.
Have you had an especially magical experience at Disney or Universal? Share your memories with us in the comments!
