Kenversations™
Page 3 of 3

It Takes People
Disney has always noted that key element in the Disneyland experience is the cast. Cast members can make or break the guest experience, including the cast members guests never see.

Last Wednesday, I went to cheer on a buddy at the annual "Golden Spirit of Disneyland Resort Awards Ceremony" held in the Hyperion Theater inside DCA. Out of the thousands of cast members working at the Resort, twenty-eight were selected by their peers to receive Golden Spirit awards. Yes, there are bronze and silver awards, too. This is the highest internal award a cast member can receive, and they wear a pin on their nametags recognizing their achievement. There are three areas that the cast member must achieve in, and they must excel in one. They cover efficiency and cost saving, guest service, and teamwork.

Here are the criteria:

• Each is a recognized role model
• Each brings a consistent enthusiasm and sparkle to their workplace
• Each is committed to Disneyland Cast and Guests
• Each leads by example
• Each performs his or her job with the utmost integrity and respect for Disney values
• Each sees his or her role and attitude in performing it as critical in keeping the Guests coming back for more
• Each is able to inspire others to reach beyond themselves to become more than they ever dreamed possible

My friend Dale is a Foreman is DCA Day Custodial. These days he typically oversees the restroom crew taking care of the men's restrooms at DCA, but he's worked all over Disneyland Park. He works hard, goes above and beyond in giving one-on-one guest service, and coaches others to follow suit. He owns a sizable chunk of Disney stock (he's been into investing for a long time) and encourages other cast members to take advantage of the stock purchase program at the Resort, and take an interest in the success of the company. He's been very active in the company's volunteering program, too.

There was a group of us there to cheer on Dale in particular along with our support of all recipients.

I was greeted warmly by Cynthia Harriss, President of The Disneyland Resort. She is fond of hugging, and very good at keeping track of who you are and what you are up to, and I get the impression that she loves being the Disneyland President. It is the kind of job kids dream about, not knowing the stress that must comes along with it, but it is nice to see someone inhabit the role so well.

Cynthia was hosting the ceremony along with her boss, Paul Pressler, Chairman of Walt Disney Parks and Resorts.

Paul, Cynthia, Mickey, Minnie, and the Disneyland Ambassadors did a great job recognizing each of the individuals, who were brought up one by one to be recognized, and to get their handshakes, hugs, and medals.

The ceremony was kept lively during two breaks with a "mathemagician" demonstrating magic squares, and touching readings from actual guest letters. Beautiful singing started and ended the ceremony - Go the Distance to start, and Just One Dream to end, during which I noticed even Paul Pressler signing along.

Afterwards, those of us there to cheer Dale mingled outside with Dale, his parents, Cynthia, Susan Cowan (Vice-President in charge of Operations Services), Director of Custodial Matt Gray, and other Custodial managers. The park was closing for the day, but the award recipients and their guests were treated to good eats at the ABC Soap Opera Bistro. The rest of us headed home, reminded that there are some real gems working at the Resort.

That's all for this edition of Kenversations™. Enjoy the rest of your visit to LaughingPlace.com. Until my next piece appears here, I'll see ya at The Disneyland Resort!

Related Links

• Disney's California Adventure Attraction Guide

-- Ken Pellman

©2001 Ken Pellman, all rights reserved. Licensed to LaughingPlace.com.

-- Posted February 12, 2001