Walt Disney World guest service guidelines

1. Make eye contact and smile!

Start and end every guest contact and communication with direct eye contact and a sincere smile.

2. Greet and welcome each and every guest

Extend the appropriate greeting to every guest with whom you come into contact.

“Good morning / afternoon / evening”

“Welcome!” / “Have a good day.”

“May I help you?”

Make guests feel welcome by providing a special differentiated greeting in each area.

3. Seek out guest contact

It is the responsibility of every cast member to seek out guests who need help or assistance.

Listen to guests’ needs

Answer questions

Offer assistance ( For example: Taking family photographs )

4. Provide immediate service recovery

It is the responsibility of all cast members to attempt, to the best of their abilities, to immediately resolve a guest service failure before it becomes a guest service problem.

Always find the answer for the guest and / or find another cast member who can help the guest.

5. Display appropriate body language at all times

It is the responsibility of every cast member to display approachable body language when on stage.

Attentive appearance

Good posture

Appropriate facial expression

6. Preserve the “magical” guest experience

Always focus on the positive, rather than the rules and regulations.

Talking about personal or job-related problems in front of our guests is unacceptable.

7. Thank each and every guest

Extend every guest a sincere thank-you at the conclusion of every transaction.

Extend every guest a thank-you or similar expression of appreciation as he / she leaves your area.

Source:

Be our guest

Disney Institute

Page 86

Disney Editions

ISBN: 0-7868-5394-8