Service philosophy

How I serve

I serve a guest in all ways possible with every part of who I am so that their experience is magical, problems are solved, and they enjoy their time. I am present, joyful, and empathetic. I serve from the heart.

The Service Quilt

Fifteen patches

Written for Guest Services Management in Fall 2024 and still how I would describe a good shift. Choose a patch to read it, or see the project.

Choose a patch to read it.

Natural service

Heart, brain, muscles

The frame I used when I designed a training program: every act of service draws on all three, in normal, recovery, and wow modes.

From the heart
The compassion to serve guests.
From the brain
The knowledge you need to deliver service.
From the muscles
The actions you perform to deliver the service.

The Four Keys, at the front desk

Safety, courtesy, show, efficiency

Disney’s quality standards, crossed with the three ways service is delivered: cast, setting, and process. For the theme-park course I filled in the matrix for something from my own role at Disney's Pop Century Resort: cast members writing cards to guests. Read the full matrix.

Safety

Cast Member: Cast members are trained in how to deliver an item to a room, considering the weather, the layout of the resort, and entering a guest room. They also are trained in handling the key fob that lets anyone into a room.
Setting: We ensure that cast members only deliver a card when appropriate. They are given advice on how to move through the resort while keeping up the role of a concierge cast member. They know exactly how to enter a room, what to do in there.
Process: A very specific procedure is laid out to ensure guests are safe and cast members only deliver cards in a safe manner. They also learn that delivering to a guest's room is not required if they are uncomfortable with walking long distances or have restrictions while on the clock. At the room they take a picture of the door, knock three times, and enter only when no one answers. If there's a DO NOT DISTURB sign on the door, the cast member does not enter.

Courtesy

Cast Member: Cast learn how to write a card, what pleasant messages they can write down.
Setting: Cast members' messages are consistent with our theme. They use words like “groovy” and “radical”. They include the word Pop in their message. And they sign the card appropriately.
Process: At the writing area, we have a list of ideas they could write. There are phrases they can use and prompts they can review to recall what they talked with their guest about.

Show

Cast Member: Cards are written on our stationery. They can be decorated with theme-specific stickers or with character stickers.
Setting: Cast is given training on keeping track of the guests they want to write to. They're given inspiration for what to look for in interactions with their guests. They do not sign with any character's name since those characters are not part of our setting.
Process: Cast are directed to write a few sentences about the interaction and give well wishes for their guest's stay. They then put the card in the envelope, label the envelope, and place it in a spot for delivery later.

Efficiency

Cast Member: Provide a place on stage or just off stage that contains cards, pens, stickers, and a seat so that cast don't have to move around to other places to find the necessary materials.
Setting: We want our cast members to go to the room and then get back to the break room quickly. Runners are available to deliver the card the day after if the cast member is unable to get to the room. Our resort is huge and so we'd need to be deliberate about getting cards to the far buildings in the 80s and 90s decade.
Process: Cast members would be encouraged to write three cards during their 8-hour shift. There is a designated time that they can do this. Right before each of their breaks, they are given a 10-minute assignment to write one or two cards at the station.

Two stories from the desk

Situation, obstacle, action, result

Written for Hospitality Communications in Fall 2026, about ordinary check-ins at Disney’s Pop Century.

Ensuring guests know how to use the Disney Dining Plan

situation: A guest arrives at the resort for the first time. They've never been to Walt Disney World. They purchased a Resort Package that includes their room, theme park tickets, and the Disney Dining Plan. Our guest may have done some research on how to use the Dining Plan.
obstacle: Guests have a lot of information given to them during check in; they need to know the layout of the resort and where their room is located. In all this they need to understand how to use the Dining Plan. It is confusing to deal with the mechanisms required to use the Dining Plan.
action: As a Front Desk Resort Concierge, it is my job to get my guest started on the right foot. I need to make sure that they understand how to use this dining plan. So I first make sure, in their reservation, their Magic Bands or Key to the World cards allow them to make a charge to the room in the form of dining plan coupons. They also need a PIN set up. For these guests that are using the Disney Dining Plan the first time, I walk them over to the gift shop located in the lobby area and help them get their refillable drink mugs. As we walk over, I remind them of the steps involved. When we get to the gift shop, I lead them over to the display of mugs. I then walk them over to a cashier and I walk the guests through the process.
result: Whenever I do this, the guests thank me for showing them how to do it, and they now have the ability to use this form of payment during their stay throughout Walt Disney World.

Making sure guests know their room's location

situation: A guest arrives at the resort for the first time. They've booked a certain category of room. As I interact with them, I ask discovery questions about their stay with us.
obstacle: Often guests don't know Pop Century well and don't realize some buildings are far from the main lobby building. They book a “Standard” category room, which are rooms not always near the center. My guest doesn't know that and so I have to make sure they understand. As I check them in, I see their room is at the far end of the property.
action: As I am checking them in, I will ask discovery questions to make sure the guest understands the walk. I usually let them know it is a 5- to 7-minute walk from here to their room and I make sure they can handle that. While they will be walking a lot in the parks, making sure they can also walk that in the resort is important to me. I don't want my guests who struggle with walking to be surprised at the distance. If I need to, I'll partner with the OPS department and find them a room closer. I push for a better room for these guests that I know will have problems walking.
result: Guests are happy that they have a room that works for their mobility. Their vacation is off to a great start.