My DISNEY College Program Experience

1. My DISNEY College ProgramExperience By Jeremiah Rivera Fall 2011

2. Disneyland Vision : “Be the Disneyland Resort that is a source of joy and inspiration to all the world.” Mission: “We create happiness and make dreams come true.”

3. Starting from the beginning • Attending my first Disney College Program informational meeting inspired me to pursue a career in Hospitality and Tourism Management. • It gave me a goal to achieve and opened up many new opportunities. • In this presentation I will discuss my Disney College Program experience specifically: • Living at Disney, Learning at Disney, and Earning at Disney

4. Living at Disney Welcome to Anaheim ! Housing. Rent. Transportation. • I choose to live in the housing that was provided through the Disney College Program. • Rent was taken out of my checks weekly. • The housing was located in Downtown Anaheim about 2 miles from the Disneyland Resort. • Commuter assistance was provided to me so that I was able to take public transportation to and from work and class.

5. Living at Disney Roommates Activities Reflection • I was assigned to a room with 2 roommates, Daniel and Richard. • The Housing Office set up monthly activities for all of the interns to enjoy such as: • Grocery Bingos • Special Tours of Disneyland & • Exclusive walkthroughs of the Attractions at the Disneyland Park • Living at Disney has further developed my time management skills because I had to prioritize arriving to class and work on time. • It also improved my networking skills because I was about to make new connections and friendships with the other interns. • Having to live on a budget also enhanced my numberwise skills.

6. Space Mountain Walk-through Thanksgiving Dinner My Roommates Disney College Program Activities

7. Learning at Disney Leadership Speakers Series • From taking HTM 301 I learned that my areas of improvement are Networking and Interpersonal Communication. • That is why I enrolled in the Leadership Speakers Series class. • Each week speakers from various departments would share their stories, experiences, and advice with the interns. • My favorite advice came from Jon Storbeck, VP of Disneyland • He encouraged us to do our best for the guests, and to have fun at work and not allow little things to hinder us. • This class really helped expand my network, I was even able to meet with several people from Park Operations and Lodging outside of class and discuss the career opportunities at Disney.

8. Learning at Disney S.E.R.V.I.C.E. model • I was also given the tools Disney has developed to provide exceptional service to its guests: • The Four Keys of the Disneyland Show • The Code of Guest S.E.R.V.I.C.E. • The 4 Keys are: • Safety, Courtesy, Show, & Efficiency • S.E.R.V.I.C.E. stands for: • Smile • Eye Contact • Respect and Welcome • Value the Magic • Initiate Guest Contact • Create Service Solutions • End with a Thank You • These tools help create a good experience for guests

9. Learning at Disney Safe D Reflection • I was taught that Safety is the most important of the 4 Keys and was given training in: • Safety in Motion • Fire Safety • Chemical Safety • These tools improved my Technical Service skills because they gave me an understanding of the foundation from which all Disney procedures would derive from. • They also further developed my Expressive Service skills which allowed me to provide the guests with the renowned quality service Disney is known for.

10. World Of Color Soarin’ Over California Pixar Pals Earning at Disney I was trained as a Guest Control Host for Pixar Pals, the World of Color, and other Special Events & As an Attractions Host at Soarin’ Over California.

11. Earning at Disney Guest Interaction • While at work I was able to implement the 4 Keys and S.E.R.V.I.C.E. Model. • I was given Guest Interaction Training for my roles in Pixar Pals and the World of Color. • The Cast Member Reference Guide was an informational tool of the departments and events in the Resort. • By using the Reference Guide I was able to assist guests with their questions and concerns. • To support the Disney Key of Courtesy I was trained to always look approachable and to say “Please” and “Thank you” when directing guest. • Costumes and the Disney Look Guidelines supported the Show elements of the Disney Keys. • I also learned the 7 Disney Values: Respect, Openness, Balance, Diversity, Integrity, Courage and Honesty

12. Earning at Disney Soarin’ Over California • Safety for the guests and for Cast Members was prominent during my training at Soarin’ Over California. • I was taught how to properly operate the different areas of the Attraction including: • Greeting guests • Loading guests onto the attraction • Monitoring guest on the attraction • Emergency Procedures • Courtesy was supported by the S.E.R.V.I.C.E. model • Show was supported by the use of Theme Phrasings and Costumes • Efficiency was supported with Targeted Loading Times and Hourly Guest Attendance. • Earning at Disney improved my Expressive Service, Professionalism, & Technical Service skills • While at work I had to provide stellar guest service, be on time and correctly dressed, & efficiently execute the procedures required by my roles.

13. Final Points VoluntEARing Conclusion • During my internship I was also able to participate in several VoluntEARS Events. • I supported the Children’s Hospital of Orange County, worked at a Cast Member Exclusive Halloween Event, & Gift wrapped presents for children and families for the Holidays. • My Disney College Program experience is something that I will never forget. The connections I’ve built and the memories I’ve made will always stay with me. • It has taught me so much and has helped me develop the skills which are vital within the Hospitality Industry. • In the future I want to pursue a career within the Lodging department of the Walt Disney Company at one of their Parks or Resorts.

14. Disney College Program Interns Fall 2011