Making Magic, Making Memories

Making Magic, Making Memories:
The Disney Approach to Guest Service
Erin Wallace, Senior Vice President of Operations, Walt Disney World Resort

Millions of people experience the Disney domestic theme parks and resorts every year, yet it’s common for Guests to report that they felt as if the experience had been created just for them. How does Disney do that – especially when it involves getting nearly 80,000 Disney Cast Members to all pull in the same direction? A senior Walt Disney Parks and Resorts executive shares the inside secrets of designing dreams-come-true and making memories that are positively magical.