In today’s increasingly competitive hospitality industry, owners and managers are constantly seeking the answer to an important question- How do you recruit, retain, and motivate staff who are responsible for creating a “magical” experience which exceeds your guest’s expectations?
Some answers may be found by looking to successful companies that are consistently achieving these goals.
William Shakespeare wrote, ‘All the world’s a stage, and all the men and women merely players’. One company that has exemplified that quote is the Walt Disney World Co. based in Orlando, Florida.
Disney is recognised as one company which creates such “magical”experiences. The Disney challenge is to ensure that all of the 36,000 staff are playing a role in a show which exceeds all expectations.
The Disney approach to people management has helped gain them the reputation of providing a leading benchmark for quality and service in America.
Disney does not just “hire” people for jobs, they “cast” performers for a “role” in the show. The emphasis is in finding ‘people...
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