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Disney College ProgramFood and Beverage
Riverside Mill, Port OrleansAugust 12, 2013-January 3, 2014
Saralyn FranklinSEE4099Fall 2013
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Welcome to Port Orleans Y’all
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A Taste of the Southern Charm & Hospitality
• Disney’s Port Orleans Resort requires optimum communication, professionalism, problem solving, and team building skills
• Working 40+ hour weeks as a cashier, food server and preparer, back stocking, interacting with guests in the dinning room
• Port Orleans cast members work side by side with each other and the culinary team to ensure nothing but optimum guest satisfaction
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About the Port• Port Orleans Riverside Mill: fast paced, bustling food
court flowing with Southern charm and hospitality - Hours of Operation: 6am to 12am - Capacity: 462 guests - Menu Items: pizzas, pastas, burgers,
baked goods, novelty drinks, Southern
themed spicy sandwiches- Staff: 4 main Food & Beverage managers, 72 cast members• Working along side supervisors who guide, teach by
example, and promote well being and work efforts of all guests and cast members
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Day to Day Down South
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My Personal Goals
• Over the 6 month course, I was: - Aiming to build guest service skills- More professional work ethics- challenge myself to become a better and more
advanced worker- create a “magical experience and moments” for
all guests positively impacting their vacations-gain experience from working side by side highly
skilled professional managers• Goals were fully accomplished and gain life lessons
that will last me throughout my entire hospitality career
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Overview of the Mill Food and Beverage Manager
Site Supervisor
Site Supervisor
Site Supervisor
Site Supervisor
Saralyn FranklinCast Member
Culinary Team
Culinary Team
Executive Chef
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Life at the Mill
Daily Projects: - various assignments such as work in the burger, bakery, pizza, pasta, soup/salad, and beverage shops
-stocking inventory of these shops-cashier-guest interaction in dinning room
Strategies:-staying organized, efficient, time cautious,
prompt and ready to work at all times
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Professional Skills
Communication• Guest interaction on a daily basis
-greeted, made small talk, catered to needs and requested “Welcome to Port Orleans Y’all”
-inferring about vacation, needs, overall satisfaction • Working together with various cast members, site
supervisors, managers, and culinary team-vocalizing guest’s orders-communicating culinary needs -”order up!”
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Professional Skills Continued
Professionalism • Speak courteously to guests • Be in head to toe strict costuming • Meet the “Disney look” guidelines
-always professionally dressed, natural hair, no tattoos, etc • Speak with and work with extremely experienced
managers and leaders • Responsibility of banking out rooms and money vaults• Act upon Disney approved behaviors and standards • Act as guidance and a mentor to our guests
-provide directions around resort-go above and beyond their expectations
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Professional Skills Continued
Problem Solving Team Building• Work with other cast members to ensure task completion• Vocalize with culinary team to get orders out promptly and
efficiently• Improvise when needed -no meat sauce chop up hamburger and place into marinara sauce
-out of hot fudge heat up and serve chocolate syrup• Work as a team of cast members
- help each other complete assignments (ex: carrying items to be
stocked for them, helping in shops by taking orders as well)
-collaborative efforts (you hand me the cheesecake, I’ll decorate it with a chocolate syrup mickey)
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Personal Reflection
• Took the professional skilled learned through coursework materials and applied it to real life experiences
• Learned about the importance of passion in serving people in order to be successful in the industry
• Applied the lessons of management, costumer service, facilities operations, and service & ancillery to everyday fieldwork
• Learned how essential team work, professionalism, problem solving, and flexibility is
-improvising and adapting to chaos is a must• “Attitudes are contagious, is yours willing to be
caught?”
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“If you can dream it, you can do it.”
- Walt Disney