PCMA Capital Chapter and PMPI Joint Education Program is an Overwhelming Success!

A 38-year Disney veteran, Dee didn’t specifically answer these questions. Instead, she made the audience answer them during an interactive, high-energy program that explored how to fundamentally develop your brand and ensure that the talent you hire reflects the same value system, work ethic, and understanding of your heritage. Dee’s role is to help organizations  emulate what Disney does so well: hire, train, and immerse employees in their corporate culture. She shared five key insights in her presentation: 

1. The best employees are those that align with the company’s desired behaviors (non-negotiables), since the company’s (corporate) culture is defined by how employees  behave.

2. Slight adjustments in the hiring process can yield a talent pool with greater propensity for excellence.

3. Training is critical to achieve desired behaviors and outcomes from employees.

4. Intentional listening is crucial for effective communication.

5. The level of care and respect employees show for their customers and each other is a direct  reflection of the level of care their employer shows for them.

One key element to Disney’s excellence is the extent to which they over-manage the details. By constantly monitoring their culture, service levels, brand, innovation, and leadership (Circle of Excellence), Disney has retained a position of dominance in hospitality.

What is your organization's story? What is the total brand experience? See the animation and tell the story.

The event was sponsored by the Marriott Wardman Park, Carlson Rezidor Hotel Group, Disney Destinations, the MPI Foundation, Alex Plaxen Media, and Christie’s Photography.

Article by Michelle Coombs, National Sales Director, San Diego Tourism Authority and Annette M. Suriani, CMP, Chief Meetings Strategist, AMS Meetings Solutions