Disney has specific tools and rules supporting cast members across their resort destinations around the world. We recently went backstage to understand more about how Disney cast member training is structured and to learn about the specific ways that Disney ensures safety and guest comfort.
During our time, we spent time with the housekeeping team to understand the process for new Disney housekeeping cast members. Plus, we got a look at how they make guest magic and fun in the hotel rooms. Mickey Visit brings you the latest Disney news and planning resources, including a look at new cast member rules and a Disney executive undercover.
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New Disney Housekeeping Cast Member Rules
Last week we went behind the scenes into Disney’s cast member training and onboarding programs. While there we got an overview of the Disney Traditions training program and then took part in training for two specific resort hotel roles.
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The trainings take place at Disney University behind the Magic Kingdom. The training center is home to the Disney Traditions training for all new cast members as well as workshop “Learning Lab” rooms for more specialized trainings for some roles.
We spent time in the front desk and housekeeping learning labs to learn about the specific roles. The housekeeping room was set up to mirror the functionality of the resort rooms without the specific theming that you would find in an actual room.
Down one side of the room were multiple queen beds and on the other side were two different bathroom setups.
One bathroom had a shower with a glass door and the other setup had a shower with a curtain. Walt Disney World is currently transitioning from the shower curtain to the glass shower door across property, but they have both for training in this mock set up.
After completing their day of Traditions training, the new housekeepers will come to this learning lab for one day of training in the Disney University facility. Class is held in three languages: English, Spanish, and Haitian Creole.
Once they finish training here they will complete their trainings in their specific locations. Typically there is another 5-7 days of training at the resorts on how to access rooms, work in their area, and other specifics for the individual resorts. During this period you’ll see an “Earning My Ears” red flag attached to their name tags.
The facilitators of the housekeeper trainings at Disney University work at a resort 90% of the time as a housekeeper, but then 10% of the time are leading trainings. The facilitator role gives cast members the opportunity to display the love for what they do to new cast members. This role is often a path to further leadership opportunities within housekeeping and Disney. Disney shared that approximately 3 out of 5 Walt Disney World leaders began their careers in hourly roles and 75% of survey applicants cited career advancement as a top reason they wanted to work at Walt Disney World.
They also mentioned that after a housekeeper has worked at a resort for five months they become eligible to move around between hotels. One of our facilitators mentioned that she has moved around quite a bit to get a good change in surroundings. Disney shared that four out of 5 cast members choose to stay working at Walt Disney World, reflecting strong retention compared with hospitality industry trends.
There is both fun and safety brought into training here. One of the facilitators who was leading the demonstration mentioned that safety plays a huge role in the training for the role. She gave an example of having multiple videos that give advice like instead of pulling something to always push so that you can see what is ahead of you and so that you have full control of the situation.
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Over time Disney has found unique ways to reduce the load on the body for housekeepers working long shifts. The cast members here shared that the amount of rooms they see each day varies based on what type of cleaning they are doing – a complete room turn over, a freshen up, or just getting new items.
There are unique techniques for the housekeeping cast members in place to make the work easier on their bodies and specifically their backs. There are also helpful tools that make it easier for cast members to handle beds throughout the day.
They have a bed wedge that slides into the mattress to elevate it. That then makes it easier to tuck in corners and create tight edges. There is also then a paddle to create the clean lines and tucks without a housekeeper needing to stick their fingers between the mattress and bed frame.
Similarly, there are different poles for the bathrooms that have varying attachments for the specific tasks that are meant to prevent housekeepers from needing to extend their bodies to a place where they could get hurt. They also learn about how to handle the different chemicals that are used in cleaning resort rooms.
Turning to the fun, they also carry forward concepts from the previous day’s Traditions class here. One in particular that connects is “You personally create happiness”. They talk about the little details and touches that housekeeping cast members have the opportunity to create for guests. They introduce the concept of towel animals and fun touches you can make for guests.
During the visit I got to learn how they make the Mickey Mouse head wash cloth folds and some of the swan towel animals that you will see on the beds. You can see a complete version of these towel shapes at the top of the article.
Leaving the training I wanted to share one last photo from the Disney University facility which is not usually open to anyone besides cast members. The entire facility was filled with artwork, photos, and quotes like the one below.
“We have always tried to be guided by the basic idea that in the discovery of knowledge, there is great entertainment.” -Walt Disney.
Stay tuned for more from our look behind the scenes at the Disney cast member experience. Coming up we’ll have more details to share about specific changes to Disney cast member costumes and how Disney chefs handle their career paths at the company. Make sure to also see our first look behind the scenes at Disney’s Traditions training.
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