Resort Orientation
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Resort Orientation

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DAK Lodge new hire orientation class presentation.

DAK Lodge new hire orientation class presentation.

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Resort Orientation Resort Orientation Presentation Transcript

  • Molo and Welcome Home!
    Lwazi Safari
  • Karibuni to
    Disney’s Animal Kingdom Lodge and Villas!
    Where the Spirit of Africa Comes Alive!
  • Purpose and Plan
    Introduction to Disney’s Animal Kingdom Lodge Resort
    Increase Awareness of Resorts' Theme and History
    Gain Knowledge of Resort Amenities
    Learn About The Disney Vacation Club
    Learn About The Disney Service Basics
  • Notes forToday
    Breaks
    Phones and Pagers
    Ask questions
    Have Fun!
  • Introductions
    Name
    Work Location & Role
    About You:
    : Favorite Disney Character
    : Favorite Disney Attraction or Resort
    : Favorite Disney Movie
  • Animal Kingdom Lodge
    Disney's
    INFORMATIONAL
    TOUR
  • Mission Statement
    Create an African Safari by Sharing the Culture, Wildlife and the Diversity of the Continent Where Families Can Learn and Have Fun Together
  • Cultural Representatives
    Enhancing the Experience
    Food and Beverage
    Podium Seater
    Animal Programs Education
    Savanna Guide
    Front Desk
    Lobby Greeter
  • Animal Programs
    Animal Information
    What Are My Resources?
    Animal Programs Resource Manual
    Animal Programs Education Department (ext. 4842)
    Your Local Leaders
    Animal ID Cards
    Savanna Guides
    Animal Keepers
    African Gazette
  • Animal Programs
    A. O. I.
    How To Handle Difficult Guest Questions
    Acknowledge The Question or Situation and Avoid The Negative
    Take The Opportunity To Teach
    Interpret The Information – Put It Into Words The Guest Can Relate
  • Animal Safety
    Animal Escape Protocols
    What is My Role?
    Keep Your Eyes Open
    Report Anything Unusual To Your Manager
    Do Not Interfere With or Touch The Animal
    Keep Guests a Safe Distance From The Animal
    Communicate To The Guest “The Situation Is Under Control”
    Your Appropriate and Timely Reaction Is Very Important
  • Animal Kingdom Lodge
    Disney's
    Opening Date
    April 16, 2001
    Rooms – Jambo House
    1188 Rooms (972 Rooms and 216 Villas)
    Kidani Village – Disney Vacation Club Villas
    Opening Spring 2009 (Phase I)
    Theme
    African Wildlife Reserve
  • Animal Kingdom Lodge
    Disney's
    Zebra
    Kudu
    Main
    Ostrich
    Giraffe
    No Smoking In Guest Rooms or on Savanna View Balconies
  • Food and Beverage
    Jiko The Cooking Place
    Signature Restaurant
    Boma – Flavors of Africa
    Family Style Restaurant
  • Food and Beverage
    Victoria Falls
    Mezzanine Lounge
    Mara
    Casual Dining
    Uzima Springs Pool Bar
    Poolside Lounge
    Private Dining
    In-room Dining
  • Shopping
    Zawadi Marketplace
    Authentic African Gifts
    Local Artisans
    Grocery and Sundry Items
    Package Pick-Up
    Disney Wildlife Conservation Fund
  • Recreation
    Uzima Springs Pool
    Zero-depth entry pool
    Sixty Seven foot long slide
    Kiddy pool
    Zahanati Massage and Fitness
    State of the Art Fitness Equipment
    Massage and Facials
  • Recreation
    Simba’s Cubhouse
    Children’s Activity Center
    Pumbaa’s Fun and Games Arcade
    Arcade Style Family Fun
    Hakuna Matata Playground
    “No Worries” Playground Area
  • Guest Activities
    Animal & Cultural Programs
    Animal Keeper Interactions
    Wildlife Games with Savanna Guides
    African Folk Tales
    Animal Viewing w/Night Vision
  • Guest Rooms
    The Views Include:
    Standard
    Pool
    Savanna
    One and Two Bedroom Suites
    Royal Kuba Suite (Vice Presidential)
    Royal Asante (Presidential)
  • Guest Rooms
    Room Amenities:
    Hair Dryer
    Iron/Ironing Board
    Refrigerator
    Coffee Maker
    Coffee / Tea Set-Up
    Pack and Play Crib
    Wall Safe
  • Guest Rooms
    Club Level – Kilimanjaro Club
    Kilimanjaro Club Lounge
    Itinerary Planning
    Concierge Services
    Curbside Check-In
    Turndown Service
    Robes Available
    Wanyama Safari (Open to all Resort Guests)
    Sunrise Safari
  • Member Rooms
    The Views Include:
    Standard
    Pool
    Savanna
    The Rooms Include:
    Dedicated Studio Villa
    Studio Villa
    One Bedroom Villa
    Two Bedroom Villa
    Grand Villa
  • Member Rooms
    Room Amenities:
    Hair Dryer
    Iron/Ironing Board
    Refrigerator
    Coffee Maker
    Coffee / Tea Set-Up
    Pack and Play Crib
    Wall Safe
    Kitchen/Kitchenette’s
    Washer/Dryer
  • Jambo House
    Kidani Village
  • What is it?
    What do I need to know?
    What do I tell our Guests?
  • WHAT IS IMPORTANT TO REMEMBER !
    Disney Vacation Club is Disney’s exclusive Resort ownership program
    Disney Vacation Club is very flexible
    There’s a Disney Vacation Club Information Center nearby with Cast Members who are anxious to tell our Guests more about it
  • What is Green Lodging?
    What is our Resort doing
    to be a Green Lodge?
    www.floridagreenlodging.org
  • Certification Features:
    • Water Conservation
    • Energy Efficiency
    • Waste Reduction
    • Clean Air Practices
    www.floridagreenlodging.org
  • Are You Ready For A Tour?
  • Welcome Back!
  • Resort Safari
    Objectives
    Plan a day of fun, food, and shopping for our Guests
    Help our Guests learn about our amenities
    Be creative
    Have FUN!
    Rules
    Two (2) teams
    Guests should spend the whole day at our resort
    Money is limitless!
  • Around Our World
    Magic Kingdom®Park
    Epcot®
    Disney’s Hollywood Studios™
    Disney’s Animal Kingdom® Theme Park
    Water Parks
    Downtown Disney®
  • What we’ve learned so far:
    Disney’s Animal Kingdom Lodge Resort
    Disney Vacation Club
    Around our World
    What’s Next?
  • Guest Service
    What Guests expect
    The Four Quality Standards
    What I do
    Why I do it
  • Guest Service
    What Guests Expect:
    Guests want to escape from the pressure of reality into this happy place that Walt promised them.
  • Guest Service
    The Four Quality Standards:
    Safety
    Courtesy
    Show
    Efficiency
  • 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.
  • Guest Service
    Why I do it:
    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.
  • The Year of a Million Dreams
    • Prompted Interaction Buttons
    • Pixie Dust Pins
    • Magical Moments
    • Home Town Name Tags
  • Prompted Interaction Buttons
  • Pixie Dust Pins
  • Magical Moments & Hometown Nametags
    Primal Parade
    (Zawadi Marketplace)
    Guests participate in our nightly musical parade where they wind their way thru the main building lobby.
  • Any Questions?
    Let’s see what you’ve learned…
  • KumbukoKabili
    (Memory Challenge)
  • Question One:
    When did Disney’s
    Animal Kingdom Lodge
    Resortopen?
    Answer: April 16, 2001
  • Question Two:
    What is the theme
    of our Resort?
    Answer: African Wildlife Reserve
  • Question Three:
    What resources are available to answer animal questions?
    Answer: Animal ID Cards, AP Resource Manual, Savanna Guides and Animal Keepers
  • Question Four:
    How should you respond to an animal escape?
    Answer: Notify your manager, do not touch the animal and keep Guests at a safe distance
  • Question Five:
    What are the names of our restaurants?
    Answer: Jiko, Boma and Mara
  • Question Six:
    Where can Guest pick up packages shipped from theme parks, purchase souvenirs and sundry items?
    Answer: Zawadi Marketplace
  • Question Seven:
    What is the name of our Guest pool?
    Answer: Uzima Springs Pool
  • Question Eight:
    What are the two most important words to a DVC Member?
    Answer: Welcome Home
  • Question Nine:
    What is the name of Disney’s Animal Kingdom Villas, currently under construction?
    Answer: Kidani Village
  • Question Ten:
    What weekly publication can Cast Members use for quick information?
    Answer: African Gazette
  • CONGRATULATIONS!
    Great Job Safari Team!
  • What We Learned Today
    Introduction to Disney’s Animal Kingdom Lodge Resort
    Increase Awareness of Resorts' Theme and History
    Gain Knowledge of Resort Amenities
    Learn About The Disney Vacation Club
    Learn About The Disney Service Basics
  • Resources
    Leaders
    The Hub
    Disney Learning Center
    Eyes & Ears
    Main Street Diary
  • Questions
  • Asante Sana!
    Karibuni to Disney’s Animal Kingdom Lodge!