Imagine: You have been engaged to integrate Disney customer service elements a ski resort settings.
Task: Develop one strategy to enhance the customer experience at your resort.
Example:
SHOW: I believe that one simple way that we could enhance the customer service experience is to instill in our staff that when they are in front of guests, they are on stage:
In Costume; name tags and uniform
Playing the part; role model behaviors, consider the impact on the customer when walking onto resort property and seeing three employees out front smoking.
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18 comments:
To bring disney elements to a ski resort you could have themed hotels or theme days like pirate day or wear a funny hat day. You could also have laser showa at night which would be cool if the resort also has night skiing.
My one strategy to enhance the customer experience at Walt Disney resort would be to have VIP pass. This would be for the customers that don’t want to wait around in line, or have small kids. What would happen is they would choose what rides they would like to ride in that day, and then they would have a set agenda. So at twelve o’clock there at the Loin King ride then at one o’clock they would be at the Shrek ride. This would help decrease the amount of time spent waiting around in the lines. Enabling the customer to plans there day more effectively.
Matt Osmond
Offering customers a tour guide for a period of time, such as, an hour, three hours, five hours or the day. This tour would show the customers around Disney World, show them the best rides for the style of their group or what rides are most popular, where to eat for lunch and what time certain plays start. It would also give good customer experience because the tour guide would also be talking and intereacting with the customers. The tour guide would know everything around Disney World but also information on what to do at night such as what resturants to eat at, plays, site seeing attractions and movies.
To bring a little Disney to a resort they could have greeters. People that just walk around ask you how your doing, tell you any important information. Guests would feel welcome, have a good start to the day, they could ask the greeters questions and find out information from them so they don't have to go out of their way to find information at guest services and save everyone time.
Jay Chandler
In order to enhance customer experience at my resort i would develop certain weeks of the ski season that are usually dull times and offer something special to attract more customers to drive sales. these days for example, would include 40% off a lesson with purchase of a day pass. they would also include free dinner at a restaurant with purchase of a week ski/ride pass.
To add a little disney to my resort i would have employees wear name tags which would included their hometown and whether they ski or snowboard. Also instill in our employees to greet the customers with a smile and no matter what mood they are in while being at work they are to wear a smile and a positive attitude.
Justin Philp
To bring one disney element to my ski resort I would first have our employees play "parts" as if they were onstage. they could play the parts of a snowboard instructor who is bent on offering a fun time to all whom he/she teaches, and same with a ski instructor. the individual playing the role of a lift operator would make it his sole objective to make sure that one customers day has being made. and similar down the line.
Carlos
Bringing a little Disney to every resort is a good idea. It would make the customers experience even more enjoyable. To bring a little Disney to my resort I would have one day of the month theme day. It would include dressing up for that particular theme and winning prizes for best costumes. There would be a b.b.q and music. I would also allow all employees to dress up every Friday to make a more relaxed environment. Every Friday there would be a different activity like a challenge or a contest to win prizes. There are many more ideas I have to make a more enjoyable experience for the customers that would keep them coming back.
Angele Gauthier
to bring a little disney to my resort i would make sure that my employees are always playing and having fun with the customers even if they are on break from their job all through the day. This would create an amazing customer experience and create awsome memories for them. If they leave the resort thinking of how awsome and fun the staff was interacting with them then the resort will build an awsome rep with customers. Its also a tonne of fun for the staff.
Alex Simmonds
To bring a little disney to my resort i would do the following: Every friday is a patio day, the patio day would include a BBQ and diffrent family activites to get everyone involved. I would also like to increase the amount of employees avaible for questions. These employees would greet the skiers or snowboarders upon ariving at the resort. The employees of the resort would be expected to know of hot spots around town, as well have knowldge about the resort and its surroundings. Another thing i would like to implement would be to have a Photographer, at the start of the day you would be offered to have your picture taken which would then be avaible to pick it up at the end of the day before leaving the resort. This provides the customer with a long lasting memory as well as a good last impression of the resort.
Mike Van Zeyl
The one thing I would bring to my resort taken from how Disney does it is by explaining and training all the employees to to learn how to keep a balance between providing customer service excellence and having fun on the job. If there is no balance here then it can take away fromt eh customers experience and make them not want to coem back, but if you show that you enjoy your joba nd know all the information and what to do they will have an amazing time and wont forget aboput how you hanlde your job.
Disney uses all sorts of different activities to give the customer a good experience. In order to bring that idea to your resort you have to give options for better access to a resort for a small price, have theme days, entertainment and mascots for the customer to enjoy. All these things mixed in together will have your customers feeling like they are in a different world and will give them something to remmber for the time to come.
Dan Norberg
One way to bring a little Disney to a resort is to encourage the employee's to have fun with their job. Make the environment around the customers a very pleasent one. Encourage the workers to play games and enjoy their days. This can become tricky however as there can be a fine line between having fun and being unprofessional. Allow the workers to interact with the customers in a fun way. Encourage them to dress up, and play games with the customers. There are many ways that this can be implimented. If the employees enjoy their jobs then it will show and in turn make the resort a better place for both workers and customers.
Brian Serneels
I believe that one way to integrate a little bit of disney into a resort would be to allow your members one the hill one hour before all other general day pass holders. Disney does this with their theme parks which statisfys their season pass holders. This makes the pass holders feel privaliged and also allows them a certain time to have the park/hill to themselves pretty much. If a ski resort did this I believe they would have happier customers.
Scott Saunders
My idea to enhance the customer experience at Walt Disney Resort would be to install a pass that is quite similar to Whistler's own "first tracks" pass. Where People who purchase this special pass are able to come to disney an hour or two before the regular public allowing them to ride the amusement rides with only a select group of people, then later they are offered breakfast then they can go back out but with the regular pass holers too. I believe this would become very catchy, and alot of people would like to buy this pass. Because, who likes long lines these days? No one.
i think that all resorts could benifit from adding a little more fun to the customers experience. horseshoe seems to be in a downward spiral over the past couple years and has been lacking in the family fun area. they need to put on some events and make fun little games for the kids. they should have on kids passes a raffil number on them and the winner of a draw could get a free lesson or have a picture taken with the resorts mascot (if they have one) they could have passes for hotel guesto to get discounts on certain good and services around the resort. the posibilities are endless.
Mike Colbourn
One way you could bring disney's spirit to a ski resort is to have more Theme driven events. You could have more dress up days that involve dress ups, free give aways, draws. In Whistler we had dress up days on all holidays like christmas we gave out candy canes to the children when we scaned their passes and we were able to dress up with raindear hats. For Aussie Day there was face painting for the kids and all the aussies dressed up in the aussie colours.
Ashley OLLIFF
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