HR Corner Making the dream workplace by Maggie Tang Focused training guarantees outstanding service level Disney is known the world over and its theme parks are major attractions for both locals and tourists. Though each park has its own unique feel, each and every one provides the same level of outstanding service and friendly atmosphere. To ensure this, all employees from California and Paris to Tokyo and Hong Kong receive training from Disney University, an institute developed by the Walt Disney Company that runs behind the scenes of every Disney theme park. Johnny Wan, Hong Kong Disneyland's learning and development director says, "On-the-job training is of the highest standards. The company literally shares its secrets of success with us." Disney is devoted to providing unparalleled entertainment experiences for guests and Disney parks aspire to be the place "where dreams come true". Achieving this depends largely on the hospitality and professionalism of its employees. "Disney University provides an array of specialised training programmes in both hard and soft skills. Every cast member (employee) is required to take a specially designed training programme which aims at passing on the Disney service culture and philosophy because a common set of values is crucial to maintaining a standardised level of service and thus continuous success of the park," Mr Wan explains. Key drivers Effective knowledge transfer is key to any training. As such, most of Disney's training programmes are hosted by experienced staff in specific areas. "They have been successful in their positions so their practical knowledge is a valuable resource for other cast members. Their know-how prepares attendees for upcoming job tasks and lets them know what they can expect from the job," Mr Wan explains. To ensure training programmes align with Disney's corporate objectives and facilitate great learning experiences, Disney University adheres to principle procedures of quality assurance in designing its programmes. "The process normally starts with an analysis of the working environment. We then translate the analysis into design issues and delivery processes in learning solutions," Mr Wan explains. A variety of learning approaches are adopted. These include e-learning and blended-learning involving both computer assisted learning solutions and face-to-face practical training. While some programmes are delivered via a taught model, others can be completed through self-learning. Upon completing a programme, cast members receive a certificate. Mr Wan adds, "There are benchmarks in place to ensure standards of excellence." "Training benefits an employee professionally and personally" Though much of Disney University's training focuses on ensuring all Disney parks observe the same level of service standards, there are exceptions. "Disney represents a culture that fills people's needs," Mr Wan notes. "At each site a certain degree of locality is incorporated, which gives rise to a unique culture belonging to a particular park. Hong Kong Disneyland has its own unique culture and in some ways is different to the other Disney parks. We are part of the global Disney community as well as an active contributor to the local community and we take local elements into consideration when designing training." Real-world relevance Tolar Ng, associate training specialist at Hong Kong Disneyland, says the aspect that impresses him most about Disney's training is its relevance to the real world. "I appreciate the opportunities for personal growth that Disney provides. The customer service skills that we learn are valuable in any position in any industry. The company wants us to continuously acquire new knowledge to upgrade our career prospects." Prior to joining Hong Kong Disneyland, Mr Ng studied at the Hong Kong Institute of Vocational Education. As part of the programme he worked for one year in the merchandise department at Walt Disney World in Orlando, Florida. "It was a great learning experience and I decided to join Hong Kong Disneyland after graduation," Mr Ng recalls. "It turns out I made the right decision. Disney invests heavily in developing its staff. My leadership potential has been enhanced because the company has encouraged me to take up leadership roles such as coaching new cast members. My skill set is now much more comprehensive." Nurturing the next generation of Hong Kong people is a core part of Hong Kong Disneyland's mission. Mr Wan confirms this, "Training benefits an employee professionally and personally. It provides impetus for improvement, change and growth on both personal and corporate levels." Salient points * Specialised training hones hard and soft skills * Experienced staff transfer skills and knowledge * Locality incorporated Taken from Career Times 11 April 2008, p. B20 Your comments are welcome at [email protected]