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Disney’s Approach to Quality Service

Disney Institute Colour
The Disney Institute has firmed up the content of its half-day education session at Stadia & Arena in Istanbul 21-23 May. Brent Centlivre from the Institute said:

The long-standing reputation Disney Theme Parks and Resorts has for incredible service and friendly employees is not magic, it is sound ideology consistently applied in business.

Through this Disney Institute programme, venue managers will dive into the importance of attention to detail and how Disney trains their Cast Members (employees) to treat their Guests (customers) as VIPs.

Centlivre explained:

As leaders in the sports industry it is important to understand that fans are your guests and the interactions they have with your stadium employees and third party vendors will impact the overall fan experience, which will have a significant impact on their intent to return to the stadium.

As a service provider of sport, you may not have the ability to control what is featured on the playing field; however, you do have control of what happens around the event. From parking lot attendants to ticket takers and concessionaires to ushers, they all have the ability to negatively or positively impact the overall fan experience.

An exceptional fan experience is a direct result of employees delivering a high standard of quality service that Disney has prided itself on for many years.