Cast members might have an enviable job in a lot of ways, but there is no denying that they work extremely hard. Regardless of weather conditions or whatever might be going on in their own lives, cast members are out there every day, sometimes on 12 hour or longer shifts, doing everything they can to make your vacation magical. Naturally, it can be tough to maintain an upbeat attitude under these conditions, but good cast members have some tricks up their sleeves.
1. Staying cool (or warm)
Central Florida weather is notoriously unpredictable, but it is guaranteed to be hot and muggy in the summer, and freezing cold for at least a few days in the winter. It’s hard to give much of yourself to anyone when you are physically uncomfortable, so cast members have developed ways of staying ahead of the weather. When I sold ice cream at Disney’s Hollywood Studios one brutally hot summer, my trainer taught me to wet a towel, freeze it in the dry ice, and wrap it around the back of my neck. Likewise, a couple of long-sleeved layers under the wardrobe costume, topped with a thick jacket, can help keep cast members cozy and, therefore, more upbeat.
2. Finding ways to play
The fact is, many front-line jobs are highly repetitive. How many times in a row could you realistically repeat the Jungle Cruise spiel or tell shoppers to have a magical day before your eyes started to glass over? Fortunately, Disney cast members are not only allowed, but actively encouraged, to play. Cast members are great at making up games and inviting guests to participate.
They are also highly competitive, and think of creative ways to stay motivated by competing amongst themselves for fastest (safe) dispatch, best stall material, most of a particular item sold, and the like. These games and activities help the time pass more quickly, improve wait times by increasing guest flow-through, prevent cast members’ presentation style from getting stale, and improve the morale of both cast members and guests.
3. Keeping an eye on the prize
Though pay scales may be low, overtime adds up. Many cast members spend the slow seasons looking forward to the next time overtime will be approved, and have grand plans for how they will spend the extra cash. When you’re on your 17th hour in a row and haven’t had a break for the past 3, remembering why you signed up for so much overtime in the first place can be a powerful motivator.
4. Thinking of something else
Image: Disney
Although good cast members are always alert to what is happening around them, they are so familiar with their area that anything out of the ordinary pings their radar immediately. This means that there is plenty of room in their minds to think of other things while still paying attention. If a cast member starts to get down in the dumps, bringing forth a great memory of a recent positive guest experience, or even fantasizing about the ski vacation he is leaving on after the shift can be a terrific mood-booster.
5. Using each other as a support system
Cast members within a single area, such as an attraction or a restaurant, tend to form tight bonds. In fact, during busy seasons, many cast members see their coworkers more than they see their families. They face tough times together, which further strengthens their connections. In addition, those on the College Program or International Program may be far from home, and their roommates and coworkers are the closest thing they have to local family.
For these reasons, cast members serve as a wonderful support network for each other. If someone is going through a tough time, she really only needs to hold it together while she is “on stage” (in public view). Backstage, in the break room or cafeteria, support is there for the asking.
I left New Orleans in December 2004, intending to return after taking care of some family matters. I was driving a Safari truck at Animal Kingdom when Hurricane Katrina devastated the Gulf Coast, leaving the fate of numerous loved ones unknown. I had one run-in with an unfeeling coworker, but everyone else was truly amazing.
The day the levees broke, I was scheduled for a long shift. When I pointed out the flooding on the TV in the supervisors’ office, they gave me the day off without a second thought. On my return, pretty much the entire Kilimanjaro Safaris family came together to provide emotional support. I was even given emergency time off two weeks later to return to the city to check on my loved ones and retrieve what I could of my belongings, which had taken on black mold in a storage facility. I will never forget the outpouring of genuine concern I received that summer, from fellow front-line cast members, management, and my union representative
6. Making magic
One of the best ways to get outside of your own head and make your own problems seem smaller is to focus on making magic for someone else. The summer after my mom passed away, I was an Educator at SeaWorld Orlando. Although I was still grieving heavily, I looked forward to getting up and going to work every day. There, surrounded by happy vacationers, I was able to reclaim my own happiness by going out of my way to make kids and adults alike smile.
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Being a front-line cast member is far from an easy job. But cast members have developed tricks and techniques for staying positive, supporting each other, and making magic no matter what. Have you had an experience with a cast member who stayed upbeat through adversity? Share your stories in the comments!
