Megan GallagherSEE 409910/28/2013

INTERNSHIP 2013: THE WALT DISNEY

COMPANY

August 2013 to January 2014Quick Service Food and

Beverage Cast Member

Magic Kingdom Theme ParkPinocchio Village Haus

Back of House/Kitchen cast member

Front of House/Counter cast member

INTRODUCTION

INTERNSHIP SITE

COSTUME EXAMPLES

First costume (on left): Kitchen/Chef costume. Chef jacket, knit pants, non-slip shoes and hat/hair-net.

Second costume (on right): Front of House costume. Blouse, Skirt, Apron, non-slip shoes.

Consists of five different subsidiaries: Parks and Resorts Media Networks The Walt Disney Studios Disney Consumer Products Disney Interactive

THE WALT DISNEY COMPANY

Back of House/Kitchen Role contains: Preparing menu items, back up items Organizing food preparation stations Keeping up with standards:

Health Safety Sanitation

Using specific kitchen equipment Fryers Oven Slicers Warmers kettle

Working on the expediting line to send food to the counter

SPECIFICS OF CAST MEMBER ROLE

Front of House Role: Prepare drink orders Clean counter and cashier area Restock counter area, condiment bar Expedite food and fill orders Clean dining rooms, condiment bars, lobby Greet guests, work with door control when the park has a

high attendance number Park strollers for guests, assist guests with questions Interact with guests by giving out stickers, using

marionettes and puppets

SPECIFICS OF CAST MEMBER ROLE

Interns from various states, both current students and graduates

More than 15 international college program participants at Pinocchio Village Haus location alone Australia New Zealand England Ecuador Brazil

INTERN INTERACTION

When each cast member clocks in, they are assigned to a position whether it is Front of House, Back of House, or Cashier

Most cast members rotate between three and eight positions per day, depending on the length of their shift

At any time, we are given the option on our deployment system to put in for an early release (ER) or extend shift (extension)

Management, coordinators, and cast members are allowed to give out ‘smile cards’ Smile cards are recognition card for good work and great

cast member representation

INTERNSHIP SITE MANAGEMENT

Completed the Walt Disney Company’s ‘Traditions’ introduction class

Completed two rounds of training and assessmentsCross-trained from Back of House to Front of House

halfway through programCompleted two Disney Internship Education Courses

while on the program Marketing You Human Resource Management

ACCOMPLISHMENTS

Six main managers/leadersEight coordinatorsOver one hundred cast membersManaged by one computer system: Cast

Deployment System (CDS)More than 20 college program internsWorked directly with Laurie Santana, my site

supervisor Former graduate of Johnson & Wales University, Providence,

2007 General Manager of Restaurant Operations at Pinocchio

Village Haus

CAST MEMBER INTERACTION

In the beginning of this program, I set a goal for myself to take action for one of these options: Extend my program until May 2014 Become a seasonal employee Become a campus representative

As of November 1, 2013, I am waiting on a decision from the Walt Disney Company on my program extension application

As of November 7, 2013, I have offi cially extended my program until May 9, 2014 Between now and then, I will continue to take classes online I hope to become seasonal afterwards or become a campus

representative

MY GOALS

In addition, while working here, I wanted to work in various areas when I have the chance to experience the Walt Disney Company as a whole

As of October 31, I have picked up various shifts including a special event on Halloween called ‘Mickey’s Not So Scary Halloween Party’ 30,000 people in attendance – sold out

event Special ticketed event from 7 pm –

Midnight Maintained treat trail – 20,000 –

25,000 ‘trick or treaters’ outside the Splash Mountain attraction

MY GOALS

WALT DISNEY WORLD PROPERTY MAP

The Walt Disney Company began in 1923, with the creation of a compilation of comics

The fi rst Disney park was opened on July 17, 1955 Located in Anaheim, California Paved the way for 5 Disney

parks across the worldThe map (on right) is an

original map of the Magic Kingdom two years after it opened in 1973

COMPANY HISTORY

Walt Disney World opened on October 1, 1971 Magic Kingdom was the first park to open, followed by

Epcot (1982), then Hollywood Studios (1989), and lastly, Animal Kingdom (1998)

In addition, in the Walt Disney World area, there are: Two waterparks One shopping/nightlife area Three mini-golf areas 34 resorts 6 Disney Vacation Club locations

COMPANY HISTORY

“The Walt Disney Company’s objective is to be one of the world’s leading producers and providers of

entertainment and information, using the portfolio of brands to diff erentiate its content, services and

consumer products.”In conclusion, the Walt Disney Company wants to be known in the entertainment field and its subdivisions

as one of the most powerful companies in the world by their products and services.

MISSION STATEMENT

Over the course of my internship, I did not have any specific major projects

Some project-like tasks I was involved in were working special events within my location Mickey’s Not So Scary Halloween Party Mickey’s Very Merry Christmas Party

Party season varies Halloween Parties run from Mid-September – November 1 Christmas Parties run from Early-November – December 22

PROJECT REVIEW

During party times, our restaurant would cater to the party theme and be customized by cast members such as interns Halloween Party – Change the restaurant into a ‘trick-or-

treat’ location Christmas Party – Transition from a restaurant into a hot

chocolate and sweet treats location Prepare baked treats and specialty holiday drinks for up to

30,000 guests Maintain restaurant cleanliness and organization while helping

guests

PROJECT REVIEW

Organization Managing time between work, an online class, and two

education sessions per week Being able to transition from each task while on site at work Working both sides of the site: Front of House and Back of

House Assisting other cast members when help is needed, while

keeping track of your own task Example: A 50 hour work week with 3 classes, and two

homework assignments per class. This is a common occurrence for me.

PROFESSIONAL SKILLS

Communication Being able to speak and understand various languages from

cast members and guests Verbally acknowledge the needs of guests (dietary,

specialty, various questions) Interacting with managers and coordinators about problems

or concerns, yet also ideas and positive things Example: Communicating with my coordinators when I was

unsure of what I was supposed to do at the beginning of my program. I asked as many questions as possible, and that showed them that I wanted to do my best.

PROFESSIONAL SKILLS

Motivation Giving your best effort while at work Being the example cast member to guests Making ‘magical moments’ for guests

Dancing in the restaurant with children – hokey pokey, etc. Celebrating birthdays with a song and a special treat

Positivity and motivation help make the guests experience at Walt Disney World even better than it already was

Example: Every day may not be the best day for myself, but I am motivated to make every day a special and magical day for the guests I interact with. The smiles and happiness I see from guests motivate me to be the best cast member they interact with during their entire trip.

PROFESSIONAL SKILLS

The knowledge I have had since starting at Johnson & Wales certainly helped me understand more of the hospitality field and its different aspects. This internship opportunity helped my experience lead to organization and understanding of my career path further down the road. I believe this internship experience will benefit myself in the long run and I look forward to what is to come in the next few years.

FINISHING MY EXPERIENCE

The past three months have been an unforgettable experience. I never believed I could learn so much in such a short amount of time from a world-renowned company that every person knows about across the globe. I have grown professionally since beginning with this company. The learning component has led me to realize that I would love to work with a company such as this one, or even this one later on in life. Their standards for cast members and expectations are extremely high, but that leads to their success as an incredible company.

FINISHING MY EXPERIENCE

http://www.trbimg.com/img-50f5e896/turbine/os-disney-magic-kingdom-fastpass-new-entrance--001/600

http://thewaltdisneycompany.com/about-disney/company-overview

http://thewaltdisneycompany.com/about-disney/disney-history

http://thewaltdisneycompany.com/investors http://corporate.disney.go.com/media/news/Fact_WDW_08_

16.pdf

http://parksandresorts.wdpromedia.com/media/disneyparks/blog/wp-content/uploads/2011/06/loo608752LARGE.jpg

http://disneyprograms.edu20.org/fi les/200606/Picture1(2)(5).png?lmsauth=82056df74d2fa0acd7ae58a2e88c5beaafe526a4

http://magikmouse.fi les.wordpress.com/2011/06/traditions.jpg

http://www.militarydisneytips.com/blog/wp-content/uploads/2011/08/MNSSHP.jpg

REFERENCES

http://www.bestorlandovacationpackages.com/media/cms/xmodnewsrss/Mickeys-Very-Merry-Christmas-Party.gif

http://www.google.com/url?sa=i&source=images&cd=&cad=rja&docid=xFz3J95V0Sk9BM&tbnid=VcgG7T8o1Q-4AM:&ved=&url=http%3A%2F%2Fwww.ivcmedia.co.uk%2Fmap%2F&ei=3QZ8Ut3eEqvIsASRooHQBw&psig=AFQjCNF3IbCxYaK2xK42XvCfGIr0ZQZ3NQ&ust=1383946333527378

REFERENCES