I have been a fan of The Walt Disney Company for as long as I can remember.
First, as a child—there were the parks, toys, movies, ice shows and Broadway plays. Years later, as my business career was starting off, I took an interest in the Disney brand. I read everything I could get my hands on. I became fascinated with Disney as a business, and all of the processes and procedures they would strictly adhere to within each of their businesses. There was never a detail too big or too small.
My family has been on dozens of cruises over the years, including a few on the Disney line. If you were to ask me two of the things that impressed me most, they’d be: I never saw a dirty dish or bus box in the buffet; and it never felt as if I were waiting on a line for more than a few moments. Perfect examples of how well executed, detailed procedures lead to a positive guest experience. The cost to cruise with Disney is considerably higher in comparison to its competition. Am I willing to pay more not to see bus boxes while eating? Yep. Things such as this definitely were part of the equation while making the decision to cruise with Disney three more times.
I really don’t think anyone could have come close to predicting the accomplishments Disney Parks & Resorts has realized over the past 30 years. If you’ll recall, in 1984, the company owned only three properties: the Disneyland Hotel in Anaheim, CA, and the Contemporary and Polynesian in Orlando, FL. Today, Disney Parks & Resorts operates 47 properties. Be sure to read our exclusive interview beginning on page 56 [of the magazine]with Bob Chapek, chairman, Walt Disney Parks and Resorts, where he will share what’s next for his company.
I do have my Disney “name-dropping” story, which I want to share. In 2006 while at ALIS, I had the opportunity to sit next to Michael Eisner during a luncheon celebrating his Lifetime Achievement Award. He was engaging, and even a bit chatty. Who knows, this may have had something to do with his recent exit from Disney—and consequently, a little less stress in his life—but I got to spend an hour with him. And I thoroughly enjoyed it.
For those attending ALIS, have a safe trip.