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Creating Disney Magic

Lee Cockerell, former Executive Vice President of Operations for Walt Disney World, shares his wisdom and experience from his time with Disney, Marriott, and Hilton. Lee joins show host Jody Maberry to discuss how you can apply lessons in leadership, management, and customer service to create magic in your organization.
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Creating Disney Magic
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Aug 7, 2018

No matter what business you are in, poor service happens because of the general manager.

If bathrooms are dirty, don't blame the guy who cleans them. Look at the general manager.

If food arrives late at a restaurant and service is lousy, it is not the cooks and servers. It is the general manager.

If people stick to doing only what is in their job description, it is because the manager allows it.

As a leader, there are three steps to help staff create magic.

  1. Set Expectations
  2. Enforce expectations
  3. Train so staff can meet your expectations

Also, consider what plans you have to address any emergencies or unexpected situations come up. For example, what happens at a hotel or restaurant if the kitchen goes out of commission? Or, insert your own what-if situation.

If the staff is not prepared, it is because of the general manager.

Bottom line; the manager is always responsible for what happens in his or her operation.

I am excited to announce our my new partnership with Magical Vacation Planner. If you are going to visit a Disney property, make sure you talk to them. Magic Vacation Planner will take care of you.

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