Introduction to  Disney’s Grand Floridian  Resort & Spa Increase Awareness of Resorts' Theme and History Gain Knowledge of...
Notes for Today
<ul><li>Name </li></ul><ul><li>Work Location & Role </li></ul><ul><li>About You: </li></ul><ul><li>  : Favorite Disney Cha...
 
 
 
<ul><li>Opening Date: </li></ul><ul><li>July 1, 1988 </li></ul><ul><li>Rooms: </li></ul><ul><li>867 </li></ul><ul><li>Club...
Main Building (Royal Palm) Convention Center Narcossee’s Wedding Pavilion - Spa & Health Club
<ul><li>Around the Courtyard Area </li></ul><ul><li>Near Narcoossee’s </li></ul>
<ul><li>Citricos </li></ul><ul><li>Narcoossee’s </li></ul><ul><li>Victoria and Albert’s </li></ul><ul><li>Victoria and Alb...
<ul><li>1900 Park Fare </li></ul><ul><li>Grand Floridian Café  </li></ul><ul><li>Gasparilla Grill & Games </li></ul><ul><l...
<ul><li>Citricos Lounge </li></ul><ul><li>Garden View Lounge </li></ul><ul><li>Mizner’s Lounge </li></ul><ul><li>Beach Poo...
<ul><li>Basin White </li></ul><ul><li>Summer Lace </li></ul><ul><li>Commander Porter’s </li></ul>
<ul><li>Sandy Cove Gift and Sundries </li></ul><ul><li>M. Mouse Merchantile </li></ul><ul><li>Grand Floridian Poolside Cab...
<ul><li>Courtyard Pool </li></ul><ul><li>Kiddie Pool </li></ul><ul><li>Beach Pool </li></ul><ul><li>White Sand Beach </li>...
<ul><li>Tennis Courts </li></ul><ul><li>Pontoon & Sail Boats </li></ul><ul><li>Grand One Yacht </li></ul><ul><li>Mercury S...
<ul><li>Spa and Health Club </li></ul><ul><li>Ivy Trellis Salon </li></ul><ul><li>Mouseketeer Club </li></ul>
<ul><li>Views Include: </li></ul><ul><ul><li>Standard </li></ul></ul><ul><ul><li>Garden </li></ul></ul><ul><ul><li>Lagoon ...
 
 
<ul><ul><li>Room Features Include: </li></ul></ul><ul><ul><li>Iron and Ironing Board </li></ul></ul><ul><ul><li>Shampoo an...
<ul><ul><li>Rooms Include: </li></ul></ul><ul><ul><li>Club Level </li></ul></ul><ul><ul><li>Club Level Deluxe </li></ul></...
<ul><ul><li>Amenities Include: </li></ul></ul><ul><ul><li>Personalized Front Desk and Guest Services  </li></ul></ul><ul><...
<ul><li>Facts and Services: </li></ul><ul><li>Over 40,000 Square Feet of Flexible Function Space </li></ul><ul><li>16 Mode...
 
What is it? What do I need to know? What do I tell our Guests?
WHAT IS IMPORTANT TO REMEMBER! <ul><li>Disney Vacation Club is Disney’s exclusive Resort ownership program </li></ul><ul><...
<ul><ul><li>www.floridagreenlodging.org </li></ul></ul>What is Green Lodging?
<ul><li>Here are some of the initiatives to help us stay Green Lodge certified: </li></ul><ul><ul><li>Water Conservation <...
 
 
<ul><li>Objectives </li></ul><ul><li>Plan a Day of Fun,  Food and Shopping for our Guests </li></ul><ul><li>Help our Guest...
<ul><li>Magic Kingdom ®  Park </li></ul><ul><li>Epcot ® </li></ul><ul><li>Disney’s  Hollywood Studios ™ </li></ul><ul><li>...
<ul><li>Disney’s Grand Floridian  Resort </li></ul><ul><li>Disney Vacation Club </li></ul><ul><li>Around our World </li></...
<ul><li>What Guests expect </li></ul><ul><li>The Four Quality Standards </li></ul><ul><li>What I do </li></ul><ul><li>Why ...
<ul><li>What Guests expect:  </li></ul><ul><li>Guests want to  escape  from the pressure of reality into this  happy place...
<ul><li>The Four Quality Standards:  </li></ul><ul><ul><li>Safety </li></ul></ul><ul><ul><li>Courtesy </li></ul></ul><ul><...
 
 
I project a positive image and energy.
I am courteous and respectful to all guests, including children.
I stay in character and play the part.
I go above and beyond.
<ul><li>Why I do it:  </li></ul><ul><li>Because I can make a difference for a Guest.  I am part of the  elite   Disney   f...
 
 
<ul><li>Prompted Interaction Buttons </li></ul><ul><li>Pixie Dust Pins </li></ul><ul><li>Magical Moments </li></ul><ul><li...
 
 
1900 Park Fare Cinderella and Prince Charming greet a Guest “princess” for the dinner opening at 1900 Park Fare.
 
 
When did Disney’s Grand Floridian Resort and Spa open? July 1, 1988
What Is The Theme of Disney’s Grand Floridian Resort and Spa? A Victorian Resort By The Sea
What is our Resort’s “Vision” statement? “ We Create the Grand Difference”
What are the names of our signature restaurants located on the second floor and by the Seven Seas lagoon? Citricos, Narcoo...
What are the names of our Bar and Lounge service locations? Citricos Lounge, Garden View Lounge, Mizner’s Lounge, Beach Po...
Where can Guest pick up packages shipped from theme parks, purchase souvenirs and sundry items? Sandy Cove Gift and Sundries
What are the names of our Guest pools? Courtyard and Beach Pools
Where can Guests rent Mercury SeaRaycers™, Pontoon and Sail Boats or the Grand One Yacht? The Captain’s Shipyard
Where do we offer Guest over 40,000 ft of meeting space, meeting planner’s assistance or a dedicated business center? The ...
This picturesque location hosts a once in a lifetime event for couples, friends and family? Disney’s Wedding Pavilion
 
Introduction to  Disney’s Grand Floridian  Resort & Spa Increase Awareness of Resorts' Theme and History Gain Knowledge of...
<ul><li>Leaders </li></ul><ul><li>The Hub </li></ul><ul><li>Disney Learning Center </li></ul><ul><li>Eyes & Ears </li></ul...
 
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Grand Welcome Day

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Resort orientation class presentation for new and transferring employees.

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  • What is a green lodge? The Florida Green Lodging program is an effort by the Florida Department of Environmental Protection to encourage the lodging industry to conserve and protect Florida’s natural resources. Green lodges are referred to as earth-friendly inns which feature innovative and imaginative programs for conserving natural recourses, reducing waste, and minimizing pollution.
  • There are actually 10 steps involved in becoming a Green Lodge. This is just part of the criteria that is involved in order to achieve the Green Lodge status. Water conservation, energy efficiency, waste reduction, clean air practices and communication. Other Walt Disney World resorts that are Green Lodges are: Disney’s Animal Kingdom lodge, Disney’s Caribbean Beach resort, Disney’s Coronado Springs resort, Disney’s Pop Century resort and Disney’s Port Orleans resort.
  • The first of the Service Basics is… I Project a Positive Image and Energy. There are blank spaces on your Basics Handout to capture some of the ways you show these behaviors. So tell me, what are some ways to Project a Positive Image and Energy? [encourage participation] Looking for… SMILE!: Welcome our Guests and make them feel we are happy they are here. Show interest in taking care of the needs of our Guests. Look approachable: Maintain proper body language. Be available to interact with our Guests. Create a comfortable environment- make our Guests feel at home! Look happy and interested: Display an interest in making our Guests&apos; vacation experiences special. Show our Guests that this is also a fun place to work! Model the Disney look: Be easily identifiable as a Disney Cast Member. Wear the appropriate costume, shoes and nametag. Be well groomed and have a natural, clean appearance. Keep conversations positive: Conduct interactions that surprise and delight our Guests.
  • The second Service Basics is all about courtesy- I am courteous and respectful to all Guests, including children. Courtesy is one of our Disney Quality Standards that is a foundation of our heritage and legendary Guest service. What are some ways that we practice this Service Basic? [encourage participation] Looking for… Make eye contact and smile to our Guests Convey a welcoming appearance. Be alert to visual cues from our Guests Engage in Guest Interaction. Focus on ways for enabling interactions to take place. Treat our Guests as individuals. Be courteous and respectful of all our Guests. Be sensitive to the needs of our Guests. Recognize each of our Guests - our young Guests, as well as our Guests that are young at heart. Greet and welcome each Guest. Provide a great first impression for each of our Guests. Thank our Guests and invite them to come back. Show appreciation that our Guests came to visit us. Make our Guests feel that we genuinely want them to return.
  • The third Service Basics is- I stay in character and play the part. Our Guests have told us that it is important that we protect the magic for our Guests. Guests want to escape from the reality of their day-to-day lives back home and come to this magical place that Walt created for them- and that we bring to life. What are some ways that we “stay in character and play the part”? [encourage participation] Looking for… Preserve and protect the magic: Stay in character- helps maintain that escape from reality. Help our Guests to immerse themselves within the &amp;quot;show.&amp;quot; Provide excellent show quality and safety. Keep onstage and backstage locations clean and safe. Perform role efficiently by reducing hassles and inconveniences: Be knowledgeable and help Guests get the most out of their vacation. Offer “insider information” in the form of suggestions and recommendations. Answer questions and help save time for our Guests.
  • I go above and beyond. It is the secret ingredient which makes our legendary Guest service just that- legendary! What are some ways that we can “go above and beyond” out in our areas? [encourage participation] Looking for… Anticipate their needs and offer them assistance: Deliver great Guests service before it is requested. Assist our Guests- provide directions, offer to take a photo of their group. Create surprises and magical moments for our Guests: Plan and create emotional takeaways for our Guests. Provide immediate service recovery: Provide immediate attention to service recovery situations. Accept any opportunity to recover a situation for our Guests as quickly as possible.
  • Grand Welcome Day

    1. 3. Introduction to Disney’s Grand Floridian Resort & Spa Increase Awareness of Resorts' Theme and History Gain Knowledge of Resort Amenities Learn About The Disney Vacation Club Learn About The Disney Service Basics
    2. 4. Notes for Today
    3. 5. <ul><li>Name </li></ul><ul><li>Work Location & Role </li></ul><ul><li>About You: </li></ul><ul><li> : Favorite Disney Character </li></ul><ul><li> : Favorite Disney Attraction or Resort </li></ul><ul><li> : Favorite Disney Movie </li></ul>Introductions
    4. 9. <ul><li>Opening Date: </li></ul><ul><li>July 1, 1988 </li></ul><ul><li>Rooms: </li></ul><ul><li>867 </li></ul><ul><li>Club Level: </li></ul><ul><li>184 Rooms (66 in Royal Palm, 92 in Sugarloaf and 26 Suites) </li></ul><ul><li>Two Separate Club Lounges (Royal Palm and Sugarloaf) </li></ul><ul><li>Resort Theme: </li></ul><ul><li>The Ultimate in Disney Luxury, the Highest level of Attentive Service in an Exquisite World of a Victorian Resort by the Sea </li></ul>Disney’s Grand Floridian Resort and Spa
    5. 10. Main Building (Royal Palm) Convention Center Narcossee’s Wedding Pavilion - Spa & Health Club
    6. 11. <ul><li>Around the Courtyard Area </li></ul><ul><li>Near Narcoossee’s </li></ul>
    7. 12. <ul><li>Citricos </li></ul><ul><li>Narcoossee’s </li></ul><ul><li>Victoria and Albert’s </li></ul><ul><li>Victoria and Albert’s Chef’s Table </li></ul>
    8. 13. <ul><li>1900 Park Fare </li></ul><ul><li>Grand Floridian Café </li></ul><ul><li>Gasparilla Grill & Games </li></ul><ul><li>Private Dining </li></ul>
    9. 14. <ul><li>Citricos Lounge </li></ul><ul><li>Garden View Lounge </li></ul><ul><li>Mizner’s Lounge </li></ul><ul><li>Beach Pool Bar </li></ul><ul><li>Courtyard Pool Bar </li></ul>
    10. 15. <ul><li>Basin White </li></ul><ul><li>Summer Lace </li></ul><ul><li>Commander Porter’s </li></ul>
    11. 16. <ul><li>Sandy Cove Gift and Sundries </li></ul><ul><li>M. Mouse Merchantile </li></ul><ul><li>Grand Floridian Poolside Cabana </li></ul><ul><li>Hair Wraps </li></ul>
    12. 17. <ul><li>Courtyard Pool </li></ul><ul><li>Kiddie Pool </li></ul><ul><li>Beach Pool </li></ul><ul><li>White Sand Beach </li></ul>
    13. 18. <ul><li>Tennis Courts </li></ul><ul><li>Pontoon & Sail Boats </li></ul><ul><li>Grand One Yacht </li></ul><ul><li>Mercury SeaRaycers™ </li></ul>
    14. 19. <ul><li>Spa and Health Club </li></ul><ul><li>Ivy Trellis Salon </li></ul><ul><li>Mouseketeer Club </li></ul>
    15. 20. <ul><li>Views Include: </li></ul><ul><ul><li>Standard </li></ul></ul><ul><ul><li>Garden </li></ul></ul><ul><ul><li>Lagoon </li></ul></ul><ul><ul><li>Theme Park </li></ul></ul><ul><li>Accommodations Include: </li></ul><ul><ul><li>Standard Rooms </li></ul></ul><ul><ul><li>One Bedroom Suites </li></ul></ul><ul><ul><li>Two Bedroom Suites </li></ul></ul><ul><ul><li>Victorian Suite </li></ul></ul><ul><ul><li>Disney Suite </li></ul></ul><ul><ul><li>Grand Suite </li></ul></ul>
    16. 23. <ul><ul><li>Room Features Include: </li></ul></ul><ul><ul><li>Iron and Ironing Board </li></ul></ul><ul><ul><li>Shampoo and Conditioner </li></ul></ul><ul><ul><li>Hand and Body Lotions </li></ul></ul><ul><ul><li>Hair Dryer </li></ul></ul><ul><ul><li>Coffee and Tea Set-up </li></ul></ul><ul><ul><li>Coffee Maker </li></ul></ul><ul><ul><li>Refrigerator </li></ul></ul><ul><ul><li>Two Robes </li></ul></ul><ul><ul><li>Electronic Safe </li></ul></ul>
    17. 24. <ul><ul><li>Rooms Include: </li></ul></ul><ul><ul><li>Club Level </li></ul></ul><ul><ul><li>Club Level Deluxe </li></ul></ul><ul><ul><li>Club Level Deluxe King </li></ul></ul><ul><ul><li>One and Two Bedroom Suites </li></ul></ul><ul><ul><li>Walt Disney and Roy Disney Suites </li></ul></ul><ul><ul><li>Grand Suite (Two Bedroom) </li></ul></ul>
    18. 25. <ul><ul><li>Amenities Include: </li></ul></ul><ul><ul><li>Personalized Front Desk and Guest Services </li></ul></ul><ul><ul><li>Make-up Mirror </li></ul></ul><ul><ul><li>Nightly Turndown Service </li></ul></ul><ul><ul><li>Lounge Offerings Include Continental Breakfast, Midday Snacks, Afternoon Tea, Evening Wine & Cheese, Cordials and Dessert (Royal Palm and Sugarloaf Club). </li></ul></ul>
    19. 26. <ul><li>Facts and Services: </li></ul><ul><li>Over 40,000 Square Feet of Flexible Function Space </li></ul><ul><li>16 Modern Breakout Rooms </li></ul><ul><li>State-of-the-art Sound System </li></ul><ul><li>Satellite up/down Link Capabilities </li></ul><ul><li>Meeting Planner's Office </li></ul><ul><li>Registration Desk </li></ul><ul><li>Dedicated Business Center </li></ul>
    20. 28. What is it? What do I need to know? What do I tell our Guests?
    21. 29. WHAT IS IMPORTANT TO REMEMBER! <ul><li>Disney Vacation Club is Disney’s exclusive Resort ownership program </li></ul><ul><li>Disney Vacation Club is very flexible </li></ul><ul><li>There’s a Disney Vacation Club Information Center nearby with Cast Members who are anxious to tell our Guests more about it </li></ul>
    22. 30. <ul><ul><li>www.floridagreenlodging.org </li></ul></ul>What is Green Lodging?
    23. 31. <ul><li>Here are some of the initiatives to help us stay Green Lodge certified: </li></ul><ul><ul><li>Water Conservation </li></ul></ul><ul><ul><li>Energy Efficiency </li></ul></ul><ul><ul><li>Waste Reduction </li></ul></ul><ul><ul><li>Clean Air Practices </li></ul></ul>Visit: www.floridagreenlodging.org
    24. 34. <ul><li>Objectives </li></ul><ul><li>Plan a Day of Fun, Food and Shopping for our Guests </li></ul><ul><li>Help our Guests Learn About our Unique Amenities </li></ul><ul><li>Be Creative </li></ul><ul><li>Have FUN! </li></ul><ul><li>Rules </li></ul><ul><li>Two (2) Teams </li></ul><ul><li>Guests Should Spend the Whole Day at our Resort </li></ul><ul><li>Money and Time are Limitless ! </li></ul>A Grand Day!
    25. 35. <ul><li>Magic Kingdom ® Park </li></ul><ul><li>Epcot ® </li></ul><ul><li>Disney’s Hollywood Studios ™ </li></ul><ul><li>Disney’s Animal Kingdom ® Theme Park </li></ul><ul><li>Water Parks </li></ul><ul><li>Downtown Disney ® </li></ul>
    26. 36. <ul><li>Disney’s Grand Floridian Resort </li></ul><ul><li>Disney Vacation Club </li></ul><ul><li>Around our World </li></ul><ul><li>What’s Next? </li></ul>What We’ve Learned So Far
    27. 37. <ul><li>What Guests expect </li></ul><ul><li>The Four Quality Standards </li></ul><ul><li>What I do </li></ul><ul><li>Why I do it </li></ul>Guest Service
    28. 38. <ul><li>What Guests expect: </li></ul><ul><li>Guests want to escape from the pressure of reality into this happy place that Walt promised them. </li></ul>Guest Service
    29. 39. <ul><li>The Four Quality Standards: </li></ul><ul><ul><li>Safety </li></ul></ul><ul><ul><li>Courtesy </li></ul></ul><ul><ul><li>Show </li></ul></ul><ul><ul><li>Efficiency </li></ul></ul>Guest Service
    30. 42. I project a positive image and energy.
    31. 43. I am courteous and respectful to all guests, including children.
    32. 44. I stay in character and play the part.
    33. 45. I go above and beyond.
    34. 46. <ul><li>Why I do it: </li></ul><ul><li>Because I can make a difference for a Guest. I am part of the elite Disney family that is known worldwide for bringing magic to life and making dreams come true. </li></ul>Guest Service
    35. 49. <ul><li>Prompted Interaction Buttons </li></ul><ul><li>Pixie Dust Pins </li></ul><ul><li>Magical Moments </li></ul><ul><li>Home Town Name Tags </li></ul>
    36. 52. 1900 Park Fare Cinderella and Prince Charming greet a Guest “princess” for the dinner opening at 1900 Park Fare.
    37. 55. When did Disney’s Grand Floridian Resort and Spa open? July 1, 1988
    38. 56. What Is The Theme of Disney’s Grand Floridian Resort and Spa? A Victorian Resort By The Sea
    39. 57. What is our Resort’s “Vision” statement? “ We Create the Grand Difference”
    40. 58. What are the names of our signature restaurants located on the second floor and by the Seven Seas lagoon? Citricos, Narcoossee’s, Victoria and Albert’s, Victoria and Albert’s Chef’s Table
    41. 59. What are the names of our Bar and Lounge service locations? Citricos Lounge, Garden View Lounge, Mizner’s Lounge, Beach Pool Bar and Courtyard Bar
    42. 60. Where can Guest pick up packages shipped from theme parks, purchase souvenirs and sundry items? Sandy Cove Gift and Sundries
    43. 61. What are the names of our Guest pools? Courtyard and Beach Pools
    44. 62. Where can Guests rent Mercury SeaRaycers™, Pontoon and Sail Boats or the Grand One Yacht? The Captain’s Shipyard
    45. 63. Where do we offer Guest over 40,000 ft of meeting space, meeting planner’s assistance or a dedicated business center? The Convention Center
    46. 64. This picturesque location hosts a once in a lifetime event for couples, friends and family? Disney’s Wedding Pavilion
    47. 66. Introduction to Disney’s Grand Floridian Resort & Spa Increase Awareness of Resorts' Theme and History Gain Knowledge of Resort Amenities Learn About The Disney Vacation Club Learn About The Disney Service Basics What We’ve Done Today…
    48. 67. <ul><li>Leaders </li></ul><ul><li>The Hub </li></ul><ul><li>Disney Learning Center </li></ul><ul><li>Eyes & Ears </li></ul><ul><li>Main Street Diary </li></ul>Resources

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