After putting out a call on the blog and Facebook, Tony was kind enough to contact me about his time at Disney. Many thanks to him for sharing his experiences with us!
Tell us a little about yourself:
My name is Tony, I’m 31 and from Tampa, FL. I’m currently a fraud detective in Central Florida. I married my wife, Sarah in October of 2010, and we have two dogs. We both LOVE Disney World! We’re both annual passholders and frequently visit the parks. Also, every February for the past 4 years, we celebrate the birthdays of some close friends by drinking around the world at EPCOT with about 20 friends. This September, we are attempting to drink around the resorts in an event Sarah has named “The Happiest Hour On Earth”.Ed’s note: I can totally get behind this idea.
I worked at Disney for 6 months during the summer/fall college program of 2001. I was enrolled at the University of South Florida in Tampa then, though I wasn’t taking any classes while I was away at Disney. I left when I saw how hard the tourism industry was hit after 9/11. Managers were being asked to work fewer hours due to decreased attendance. After seeing how I could work hard to become a manager and have something out of my control greatly effect my career and income, I thought it was time to consider looking into another career field.
Why did you begin working for Disney?
I was an employee in the marketing/group sales department of Busch Gardens when I applied for (and participated in) Disney’s College Program. I enjoyed working in the theme park industry and was originally interested in learning what set Disney apart from the other companies. I thought this would be a valuable opportunity for me to learn skills that would help me to advance in a career when I came back to Busch Gardens.
Tell us about your job at Disney:
I worked in Disney’s Animal Kingdom as a theater usher at the Tarzan show. I also worked in ride operations at Dinosaur. At Dinosaur, I would do everything from seat belt checks and party grouping to tower control and attraction greeter.
Tell us your favorite memory of working:
I always enjoyed opportunities to participate in “magical moments.” Sometimes we would be assigned to do a magical moment by “the bump”, (an employee position assignment system). However, magical moments could happen at any time when you have positive interactions with a guest. Little things like giving a guest reserved seating in the Tarzan show, or taking guests past the line to go on a ride.
The “bump” tells employees where to report for the next part of their shift. When you returned from a break, you would go to a computer located somewhere inside or near your assigned attraction. After logging in to complete your lunch break, a receipt listing all of the positions needing coverage at that attraction was printed. If you printed the bump, you were likely sent to the “first” position, which at Dinosaur, was a greeter position. You would report to the front of the attraction and meet who the previously assigned greeter was. You pass the bump to them, and it tells that person to either go on break or report to another location at the attraction. This process would continue through almost every position to keep breaks on schedule and a good rotation for cast members. Most cast members had preferred positions and would offer to stay where they were if the person with the bump wanted to skip that position. At Dinosaur, I enjoyed all the positions except the hallway position after the pre-show, it offered little guest interaction or opportunities to stay busy. When I worked at the theater for the Tarzan show, I don’t remember an official bump. Our breaks and lunches were all taken at the same time between shows. We took it upon ourselves to rotate positions and that normally worked out fine without issue.
Tell us about a challenging day:
September 11th, 2001. I was in my car and on my way to work around 10 a.m. when I heard on the radio that two planes had crashed into the World Trade Center. I was clocking in at the Animal Kingdom breakroom near the front entrance when I saw on TV that the Pentagon had just been struck.
I walked to my position as an usher at Tarzan Rocks that morning and couldn’t believe the news. What made things more strange, was that since Animal Kingdom opened at 8 am, many in the people in the park had no idea what was going on outside Walt Disney World, especially since smartphones didn’t exist. The few guests that knew were the ones with Blackberries.
The way I remember it, after a couple of hours of work, the decision was made to shut down the parks. We were asked to turn guests away from the attractions and tell them the park was closed. When guests asked “why?”, we were instructed to suggest that they go back to their hotel rooms and turn on the TV for the news. I don’t recall any guests being difficult about being asked to leave. Many of them had no idea and were only catching rumors on their way out. I am glad that we were advised not to tell guests what was going on. Knowing that I could be talking to someone that worked and lived in New York City and was at Disney on vacation, I’m glad that I wasn’t put in the position of potentially having to give someone what could be a death notification.
After the park was clear of guests, management requested that the Dinoland employees remain corralled in the breakroom to await further instructions. Many of us sat on the floor in this cramped space watching the TV for any updates. The decision was ultimately made to send us home and keep the park closed. Back at the college program housing, despite the macabre situation happening in the world, many of us gathered for an impromptu cookout. It was rare when we could all be together without schedules getting in the way. It may sound disrespectful or insensitive, but I don’t think we knew what else to do. Many of us were from across the country and since congested telephone networks made it difficult for some people to reach family members, we spent quality time with the people we grew to consider family where we currently were living. Throughout all of this, I (and many others) couldn’t help but worry if Disney World would be an additional target.
Disney World was a quiet place in the weeks to follow. People weren’t traveling and managers were asked to cut their own hours in half voluntarily. As many people who lived through that time noticed, there was a renewed sense of patriotism and kindness to your neighbor. This was especially noticeable at Walt Disney World.
Where did you live while in Orlando?
I lived in Disney’s College Program housing at Chatham Square.
Tells us about your favorite Disney park and collectables:
My favorite Disney Park is EPCOT where my favorite attraction, Spaceship Earth, resides.
I’m a big fan the Udon noodles at Katsura Grill in the Japan pavilion at EPCOT.
I love the Vinylmation Park Starz figures and enjoy Disney’s ‘Meet the Robinsons.’
Did you ever see a celebrity in the parks:
I had the privilege of meeting Richard Dreyfus and his family while giving them a brief tour of the Dinosaur control tower. I also met Roy Disney on Walt’s 100th birthday while I visited the Hollywood Studios as a guest. Mr. Disney was walking through One Man’s Dream and talking to Michael Eisner. Unfortunately, I did not get to meet Mr. Eisner.
Tells us something no one knows about Disney:
With enough money, you can buy a block party at Disney’s Hollywood Studios in which you and your company can walk the red carpet and be mobbed by cast members that have been hired to hound you for pictures and autographs.
Would you go back?
I would really like to work in the parks again, but after I retire from my current career.
Did it help your future career?
Yes. I think having a name like the Walt Disney Company is a strong employer to list on a résumé. I also attribute many of my people skills to the opportunities I had at Disney to help people.
Are you still in contact with Disney co-workers?
I still have one as a Facebook friend. Although I haven’t talked to my former coworkers and roommates in a long time, I would be happy to see any of them again. We did have a reunion 5 years after our college program.
Did you park hop during your time there?
Absolutely! On the college program, you don’t make much money so you learn to rely on the parks for a good time. My roommates and I would spend our time off at the parks. I even remember bringing a change of clothes to work so I could meet up with friends as soon as I finished my shift.
Did you have a favorite out of the way place to hang out in the parks?
Although it wasn’t really “out of the way”, I would often find time to go by The Living Seas at Epcot. I’ve always enjoyed the exhibits there, particularly the cuttlefish tank. When I had time to myself in the parks, I enjoyed spending it there. I find the cuttlefish fascinating and relaxing to watch. I still love showing them off to friends that haven’t seen them before; everyone seems to find them interesting.
Do you have a favorite Hidden Mickey?
My favorite hidden Mickey is in Dinoland at DAK. If you stand near the weird dinosaur statue outside Chester and Hester’s, and look down, you might be standing on it! It’s a series of cracks in the concrete making a hidden Mickey about 18 inches wide. I think most people stand or walk over it and never know its at their feet!
What advice would you give to a guest visiting the parks from the perspective of a cast member?
I would suggest that guests take time to interact a little more with the cast members. When you engage a cast member in conversation, not only will you break some of the monotony that they might have in their day, you also give that cast member an opportunity to show you why Disney service is above the rest. Although most people work at Disney because they have a passion for what the company represents, it is still a “job” at times. Showing interest in the people of Disney and not just the attractions will open many unexpected doors for memorable encounters. Like Walt said, “You can design and create, and build the most wonderful place in the world, but it makes people to make that dream a reality.”
If you could change anything about Disney, what would it be?
Fortunately, Disney has been progressive regarding their integration of technology and communication “plus-ing” the guest experience in the parks. That being said, I am quite happy with things they have done or are planning to do. But if I was put in charge, I would work to bring the future back to Future World in Epcot. Provide better dining options in the Magic Kingdom. And finally, install a One Man’s Dream-style exhibit at each park that is focused on Walt’s interests and achievements relating to that park’s theme.
Are you glad you worked there?
Many thanks again to Tony for sharing!!