Grand Welcome Day
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Resort orientation class presentation for new and transferring employees.
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Grand Welcome Day
- 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
- 10. Main Building (Royal Palm) Convention Center Narcossee’s Wedding Pavilion - Spa & Health Club
- 28. What is it? What do I need to know? What do I tell our Guests?
- 42. I project a positive image and energy.
- 43. I am courteous and respectful to all guests, including children.
- 44. I stay in character and play the part.
- 45. I go above and beyond.
- 52. 1900 Park Fare Cinderella and Prince Charming greet a Guest “princess” for the dinner opening at 1900 Park Fare.
- 55. When did Disney’s Grand Floridian Resort and Spa open? July 1, 1988
- 56. What Is The Theme of Disney’s Grand Floridian Resort and Spa? A Victorian Resort By The Sea
- 57. What is our Resort’s “Vision” statement? “ We Create the Grand Difference”
- 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
- 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
- 60. Where can Guest pick up packages shipped from theme parks, purchase souvenirs and sundry items? Sandy Cove Gift and Sundries
- 61. What are the names of our Guest pools? Courtyard and Beach Pools
- 62. Where can Guests rent Mercury SeaRaycers™, Pontoon and Sail Boats or the Grand One Yacht? The Captain’s Shipyard
- 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
- 64. This picturesque location hosts a once in a lifetime event for couples, friends and family? Disney’s Wedding Pavilion
- 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…
Editor's Notes
- 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' 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 "show." 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.