Our group visit Disneyland on the 31st October, 2015 with
nice weather. Hong Kong Disneyland consists of two hotels, which are Hong Kong
Disneyland Hotel and Disney’s Hollywood Hotel, and theme park, the Hong Kong
Disneyland. We first walk around the Hong Kong Disneyland Hotel, and then we
take shuttle bus to take a look at the entrance part of the Hong Kong
Disneyland and some special facilities in the theme park.
Why
do we have Disneyland?
First of all, how did Walt Disney come out with this wonderful idea of
building Disneyland? When Walt Disney brought his two daughters to theme park,
his daughter doubted about why there was no theme park that was suitable for
family to enjoy their day. Thus, he came up with an idea of building a theme
park for families to play which provides comfortable, tidy and happy place for
guest, which gradually developed into Disneyland.
Disneyland
Guest
As Hong Kong Disneyland Resort is different from normal business hotel,
majority of the resort’s customer is family instead of general tourists. The Disneyland
resort cares a lot on child guest experience in Disneyland. In Hong Kong,
about 40% to 50% of the customers are mainlanders. There are also guest from
Asian countries such as Japan, Korea, Thailand, India and western countries like
America, Canada, etc. The manager even mentioned that some customer will visit
Disneyland resort regularly every year and build a very good relationship with
different cast members in Disneyland.
Core
Value and Staff of Disneyland
The core value of Disneyland is providing entertainment and magical
moment for their guests. Disneyland has a special name for their staff, they
call themselves and their colleagues as cast members. Each cast member has
their own role and they will dress and act according to their role. For
example, the housekeeping cast members will dress up like a servant. The
dressing of senior front desk cast member is also different from that of junior
front desk cast members. As guests are from all around the world, they are not
familiar with Hong Kong Disneyland. Our artist has to be proactive to help our
guest to enjoy their time in Disneyland.
Disneyland also has some service guideline
for their cast members:
-
Make eye contact and smile at every
guest
-
Greet and Welcome each guest
-
Be approachable with friendly tone
of voice and body language
-
Make fun and interaction with guest
-
Anticipate guest’s need and
proactively offer service
-
Going above and beyond to make
every interaction a magical moment
-
Sincerely thank for guest’s visit
and welcome their next visit
Departments
in Disneyland Resort
There are many department cooperate in the resort to provide magical
moments for their guests. Here are some crucial departments introduced in the
tour.
Housekeeping: Cast members of this
department are responsible for all sanitation of hotel public area and hotel
rooms to provide a comfortable, healthy, clean environment for guests. They usually
dress as a servant. They should be detail-minded and organized.
Concierge: It acts as guest people
who help customer to deliver their luggage and arrange transportation. They
have to be strong, helpful and able to work at outdoor environment.
Front Desk: Host II welcoming guests
at front desk and handle the check in and out procedure. Host II will be
promoted to Host I, or even further promoted to be lead if he or she has
accumulated enough experience and pass the examination of internal staff. Host I is responsible for serving more
important guests at the counter on the executive floor at Kingdom Club. Lead is
the supervisor who teach other Host II and help them to solve problems
encountered at front desk. The cast member of this department has to be equipped
with good language skill for helping guests around the world to do the check-in
and check-out procedures.
Entertainment
Department: Cast members are responsible for serving
guest at different festival events and recreation such as swimming pool, gyms,
Storybook playroom, Bibbidi Bobbidi Boutique, etc. They usually dressed in red
trousers and Mickey Mouse pattern shirt. They have the characteristic of being patient,
proactive, nice, creative and love to play with children.
Disney
Quality Standard
and Examples
In that day tour, we have Clara, our learning guide, who showed us how
Disneyland and its staff achieve the four standards they held for serving their
customers, which are safety, show, courtesy and efficiency.
-
Safety
is to make sure no matter front desk of back office,
both guest and cast members play and work in a safe environment.
-
Courtesy
means the cast member should recognize the diverse nature of guest, respecting
appreciating and valuing everyone and acknowledging the importance of every
guest as an individual and be polite.
-
Show
means deliver flawless and professional presentations everyday while maintain a
clean, neat and organized work location.
-
Efficiency
means cast members should work together as a team and provide good services for
guest for them to manage time efficiently for their trip.
The four standards can also be seen in the
design of different rooms and facilities of the hotel, as well as staff of Hong
Kong Disneyland Resort. Walt Disney believed there is efficiency as long as the
first 3 standards are achieved.
Storybook
Playroom(童話天地)
This is a recreation that child have their
dreams comes true through listening to storytelling of the entertainment cast
members. The entrance is designed as a storybook so it just like children have
entered a fairytale when they walk into this recreation. For each section, only
45 minutes are opened for guests (especially children) and 15 minutes will be
leave for cleaning up. Entertainment cast member will watch animation, do
handicraft and tell stories with children.
Safety
-
Carpet
is placed on the floor: To make sure children will not be
injured even they fall on the ground
-
Alcohol gel for disinfection
-
Stroller
parking area: guests are able to put their car orderly
so other guests will not be kicked and injured
-
15 minutes break between each opening
period for housekeeping to clean up and tidy up the room and keep the hygiene
at safety level
The Crystal Lotus is a restaurant for
guests to enjoy Chinese cuisine. There are 2238 glass lotuses at the wall outside
and inside the restaurant. The reason for using such number of lotuses for
decoration is to incorporate the Chinese meaning of easy to get rich (易易生發).
Safety
|
Courtesy
|
Show
|
Efficient
|
No hand-pushed trolley (avoid bumping
kids)
|
No cleaning is done during dining time in
order not to affect atmosphere for guests to enjoy their meal.
|
Disney cartoon shape dim sum(Jack,
Alien)
|
Cutlery are placed in front of each seat
on table before restaurant start operation. Thus, the customer can start enjoy
the meal once they arrive.
|
Lobby
Electronic
monitor at entrance: There is an electric monitor for
displaying all basic information of Hong Kong Disneyland, such as themes for
restaurants and ball room, activities and related information held on that day.
This shows the serving quality of efficiency as the guest can check the
information they want by looking at the monitor and better organize their
journey in Disneyland. In sometimes, the guest name and memorable date will be
put on electronic monitor on special day after getting approval from the
guests. This also shows the courtesy of Disneyland.
Design
of Front Desk Counter: Part of the counter on the left
hand side is lower for serving children and impaired people. This shows
Disneyland considers very much about children experience in their journey.
Waiting
area: There is a small room with small chair
and table for children to play with the entertainment cast members when their
parents are handling the check in and out issue.
Bibbidi
Bobbidi Boutique( 魔法化妝廳)
In this recreation, fairy godmothers (the entertainment cast member) help
children to dress up and make up as princess. The children could take photos
and record the magical moment of being a princess. There is one special thing
about this recreation is the vanity. The mirror is hide when the children is
being dressed up. Once the process finished and the fairy godmother say the
incantation of Bibbidi Bobbidi, the fairy godmothers will turn around the
mirror which show the appearance of the child. The big change in appearance which
just like magic gives surprise and great happiness to children. This is an
example of show.
Kingdom
Club(國賓廳)
Guest who pay for a hotel with higher price would be able to enjoy
service provided by the Kingdom Club. There are free food for guests as
breakfast and sweets for children. Mickey and Minnie dress in pajama only in
this area. The entertainment cast members will tell bed time story with
children. Guest may do little handicraft which is the animal towel.
Show: The guest may watch the firework at
balcony. Light will dim at 8 pm and
music will start at the same time at hotel.
Hotel
room
Safety
|
Courtesy
|
- bedrail provided for avoid children
roll down from the bed when sleeping
- fire safety facilities
- Door shaker: impaired guest may not be
able to hear the knock of door. Sensor connect to the door shaker could be
stick on door and door shaker vibrates when someone knock door.
|
- Cast members would pay special care to
room with special need guest
- All the pen, memo pad, paper, postcard,
toiletry can be taken away as souvenir
- the towel made as the shape of different
animal such as Toucan
|
Show
|
Efficiency
|
- Disney cartoon on washing room: Snow
White and the Seven Dwarfs
- Hidden Mickey
|
- Housekeeping cast members finish tidying
up and cleaning each room within 45 minutes
- Required items will be delivered to
guest within 10 to 15 minutes.
|
The welcoming monumental archway show ‘Welcome
to Hong Kong Disneyland’ at the front and ‘Thank you for visiting’ at the back.
Disney music is played and Disneyland cartoon picture is displayed to create
atmosphere for going into a magical journey.
Red
Pineapple Pattern at Entrance
Pineapple means welcome, good cheer, human warmth, family affection.
Using red colour means the path just like a red carpet and Disneyland welcome
and treat everyone come to Disneyland as their precious customers.
Gate
Safety
|
Courtesy
|
Show
|
Efficiency
|
check the bag of guests before they enter
the Disneyland
glass bottle, lunch box, dangerous items
such as knife cannot be brought into Disneyland
|
Security guard will not use their hand but
a stick to check guests’ bags.
If necessary, they will only ask the
guest to take out the item by themselves
|
Safety guard can be seen from their
costume: white shirt and black
trousers
|
Open more gates at peak hours and
special days
|
Other
Examples of Safety
Barrier-free
Facilities
As Disneyland aims to be a place suitable
for all people, especially family, to enjoy a magical journey, hotels and theme
park include many special facilities to keep up with the serving standard of
safety of special need guests and create a barrier-free environment.
Examples:
Safety-Walk
Tactile Guide: There are smalls golden circle points
placed on the ground before the staircase start
Copper sign at the start and end of the armrest:
to indicate the start and end of it
Lift and Slope: For impaired people to move around
facilities easily with their wheelchair
Skidproof line at each step of
staircase: to avoid staircase slip
Braille
on physical map in theme park
Safety
Measure for Guest Control
Taking lift: card is needed for
verification to take to lift to certain floor
Other
examples of Courtesy
-
Two statue of Mickey and Minnie at
the entrance show the gesture of welcoming guest
-
Cast Member with mickey pattern
shirt will answer guests’ enquiries about the transportation and tourist spot
nearby
Other
examples for Show
Hidden
Disney Cartoon and Disney Stories Related Display
There are hidden Mickey and other Disney
cartoons everywhere in hotel and theme park. It is the Dream Engineer’s thought
of delivering surprise and happiness to guest when they search and discover
hidden Mickey and his friends in the Disneyland.
Example 1: Hidden Mickey in the picture(in
the cloud near to the castle)
Example 2: Pattern inside the mosaic green glass dome has hidden Mickey
Example 3: Cinderella’s glass slippers are
placed on chandelier
Example 4: The pattern on the ground
includes Cinderella’s glass slippers
Example 5: King crown and queen crown are
used to decorate the two chandeliers at the lobby
Example 6: Cast members will dress up as
Disney cartoon in various costumes for different festivals to interact and take
photos with guests at Enchanted Garden Restaurant
Special
Design for Wedding
Many guests love to hold wedding in Disneyland hotel.
There are two sleeping beauty ball rooms for the bride and bridegroom to hold
their wedding. Bride and bridegroom will walk along the corridor from the rest
room, and then walk down the staircase and receive blessing from relatives
and friends. It just like prince and princess in the fairy tale who are going to
start new page of happy life.
Other
examples of Efficiency
Front
Desk: They keep waiting time of their guests
within 20 minutes and time for check-in and out procedure within 10 minutes
Disneyland
Resort Public Transport Interchange: provide
different kind of public transport which allow guest to come and leave
Disneyland efficiently
City
Hall: A board displays the waiting time for different
facilities which can help the guest to better organize their route and journey
in theme park
Evaluation:
Disneyland has an organized system and comprehensive guideline for guiding
their cast members to provide magical moments for their journey. They always
put their customer experience at the first priority and aims at providing
unexpected services for their customer which match with what is needed in
hospitality management. Our group learn more about the hotel operations and how
to provide guests with best experience through this visiting.
