Creating Magic: 10 Leadership Strategies from Disney

1. Creating Magic: 10 Leadership Strategies from Disney Michael Baumhardt Graduate Assistant Office of Campus Activities

2. Who is in the room? • Presenter Introduction & Background • Audience Introductions • Name • Year in school • Student organizations you are in • Favorite Disney character/movie • Have you even been to Disney World/Land? • Expectations from this session

3. Purpose & Outcomes of Session • This session will focus on your personal and professional development through leadership strategies and principles taught at the world-renowned Disney Institute. These concepts will allow you to reflect on your leadership skills and knowledge, and further apply this to your future leadership endeavors and in your student organizations.

4. Lee Cockerell, Former Vice President, Operations, Walt Disney World Resort • Poor farming child with mother that remarried 4 times • Cook at Hilton in Washington, D.C., • Food & Beverage Clerical at Hilton, • Management Trainee, Food & Beverage Controller at Conrad Hilton Hotel in Chicago, • Food & Beverage Controller at legendary Waldorf-Astoria in NY, • Executive Assistant Manager & Director of Food & Beverage at Hilton Inn in Tarrytown, NY, • Director of Restaurants at Marriot in Philadelphia, • Vice President of Food & Beverage at Marriot, • General Manager at Marriot in Massachusetts, • Director of Food & Beverage Operations at Disneyland Paris, • Senior Vice President of Operations for Walt Disney World hotels, • Executive Vice President of Operations

5. 1. Remember, Everyone is Important • Make sure that everyone matters…and that everyone knows it. • Know your team • Let you team get to know you • Greet people sincerely • Reach out to everyone on your team • Make yourself available

6. 1. Remember, Everyone is Important (cont.) • Listen to understand • Communicate clearly, directly, and honestly • Stand up for the excluded • Forget about the chain of command • Don’t micromanage • Design your culture • Treat people as you would want your customers to be treated

7. 2. Break the Mold • Be clear who’s responsible for what • Remember that responsibility and authority go hand in hand • Make every position count • Get as flat as you can • Eliminate overwork • Rethink the meeting structure • Anyone can take responsibility for change • Be prepared to take risks • Expect resistance • Don’t try to win every battle • You’re never really done

8. 3. Make Your People Your Brand • Define the perfect candidate • Don’t settle for a clone • Look for good people in unlikely places • Involve the team in the selection process • Select by talent, not by resume • Find a good fit • Hire people who are smarter and more talented than you • Describe the job completely

9. 3. Make Your People Your Brand (cont.) • Check out candidates personally • Ask revealing questions • Use structured interviews when possible • Find out what really matters to your applicants • If possible have candidates demonstrate their expertise • Select the best candidate, not the best one available • Look for people to nurture and promote • Constantly evaluate performance • Recognize when the job doesn’t fit the talent • Terminate quickly and kindly • Don’t lose touch with those you lose

10. 4. Create Magic Through Training • Give people a purpose, not just a job • Take your role as a teacher seriously • Become a COACH • Teach by example • Teach the principles of great service • Train people for magical moments and take 5s • Teach them how and where to spend their time • Communicate constantly • Give feedback immediately and effectively • Prepare them for the unexpected

11. 5. Eliminate Hassles • Ask what rather than who • Listen to your customers • Learn firsthand what’s working and what’s not • Constantly query people • Harvest process solutions from employees • Try an audit exchange program • Stay technically up-to-date • Think ahead • Look at your personal processes • Expect resistance • Periodically evaluate the changes you make

12. 6. Learn the Truth • Get out and about routinely • Get a ground-level view • Meet regularly with direct reports • Assemble small groups • Make them feel safe • Probe for the whole story • Answer the tough questions • Get formal feedback about yourself • Constantly evaluate your spending

13. 7. Burn the Free Fuel • Spend meaningful time with employees • Recognize employees by name • Catch them doing something right • Make it public • Include their families • Recognize and encourage good ideas • Give extra ARE to front line employees • Make ARE a natural part of your routine • Watch your language

14. 8. Stay Ahead of the Pack • Be a knowledgeable sponge • Fill in your gaps • Master business fundamentals • Learn from the best • Learn from your competitors • Keep up with your colleagues • Study your customer base • Follow the compass • Expand your horizons • Keep the people you lead ahead of the pack

15. 9. Be Careful What You Say and Do • Demonstrate a passionate commitment to your role • Do what it takes to get the job done • Set high standards • Have a positive attitude • Look and carry yourself like a professional • Be a full-time professional—even when the curtain is down • Model personal ownership • Don’t lose your sense of humor • Be a great partner • Stay humble

16. 10. Develop Character • Anticipate ethical dilemmas • Live your values • Train for character, not just skill • Teach your values

17. Q & AContact Information • Question & Answer Time • Michael Baumhardt • mbaumha@bgsu.edu