Walt Disney World Resort Case Study

Service companies’ success largely depend on the employees and a well-design employee management system is a great advantage. Instead of many organizations designed service models for the workforces that they wished to have, but they really do no, companies should plan a service model that empowers employees to deliver excellence in every service offered, through the recruiting, selection, training and job design activities. The Disney’s Parks are known by the Golden rule: “treat the staff as you expect staff to treat guests” and by one of the lowest employee turnovers in the theme park business of 15% in an industry where the usual is more than 100% per season, regarding the employee management. At the Walt Disney World Resort, the employees

At the same time, being a cast member has some benefits including health and life insurance, free park admissions, educational reimbursement, 30% discount on park merchandise, childcare centres and retirement plan, as examples. Furthermore, there are more than 50 different rewards and recognitions at Disney, in order to maintain high level of commitment. The most prestigious award is the "Partners in Excellence" program, which involves any employee recommending another employee, who must have excellent attendance, and there is a special dinner to the nominated employees, where they are congratulated by company executives, for their excellence performance. Disney also use service pins for their uniforms and attendance awards to rewards committed employees.

Thus, the cast members of the Walt Disney World Resort’s Parks have mainly two important ideas in their mind, one is attention to detail and the other is to satisfy the customer need and wants in order to create unequalled wonderful experience. According to Walt Disney, “you can design and create, and build the most wonderful place in the world, but it takes people to make the dream a reality”, which reflects the importance of the workers in the Disney’s