As a part of your Individualized Learning Plan, the
Professional Development Study offers the interactive dynamics of classroom
sessions, application exercises, field experiences and conversations with
Disneyland leaders, allowing you will see first-hand the principles that
are at the core of Disney's organizational strength. Participants will receive
an interactive overview of the "Business of Show Business" within the
Disneyland Resort. They will have the opportunity to explore how
specific organizational units are managed and "world-class" Guest service
provides magical memories. The eight sessions of the program will meet for two
hours each and include an interactive learning opportunity .
Session 1: Introduction and The
Disneyland Resort Overview
Analyze the major functional departments in a
hotel as well as the principal sources of income and expense by department
How the industry is responding to the needs of
various market segments
Key operating ratios used by the hotel industry
Explore the 3 distinctly different hotels at
Disneyland Resort, and understand the segmentation of each
Find and understand the similarities and
differences between theme park and resort management
Session 2: Guest
Satisfaction
Identification of the importance of and
techniques for establishing Guest loyalty
Identifying the tools used to measure Guest
satisfaction and the importance of a continuous improvement process
Seven service guidelines
Increase knowledge, enhance skills, and build
confidence to solve complex Guest situations
Session 3: Theme Park Management vs.
Lodging Management
Analyze the major functional departments in a
variety of theme parks, including those at Disneyland Resort and Walt
Disney World® Resort
Analyze the major functional departments in a
hotel as well as the principal sources of income and expense by department
How the industry is responding to the needs of
various market segments
Key operating ratios used by the hotel industry
Explore the 3 distinctly different hotels at
Disneyland Resort, and understand the segmentation of each
Find and understand the similarities and
differences between theme park and resort management
Session 4: Food and Beverage
Management
Define the terms dining market and eating market
and compare and contrast the major kinds of restaurant operations in each
Identify the food service segments that are
currently growing or declining and explain the reasons for these trends
Identify the three main divisions of activity
found in restaurant operations and summarize their respective roles and
responsibilities
Explore the various components of the food and
beverage business at Disneyland® Resort
Session 5: Entertainment Business
Planning and Creative Investigation
Develop an understanding of commonly used
entertainment terminology
Identify key entertainment roles and the
responsibilities associated with each
Receive an introduction to the Entertainment
Project Life Cycle
Discover how roles and responsibilities relate
to a project life cycle
Gain an overview of the Disneyland Resort
Entertainment department
