Friday, November 13, 2015

Week 12 - Presentation

More About Casino

1. Venetian Macao - The largest casino in the world

The Venetian Macao is a glamorous hotel as well as a casino resort located in Macau, which owned by the Les Vegas Sands. It is the largest casino in the world, and also the largest single structure hotel building in Asia.
The size of the casino measured as 546,000 square feet, and it divided into 4 gaming section areas. They are Golden Fish, Imperial House, Red Dragon and Phoenix. There are over 800 gambling tables and 3400 slot machines in the casino.

 

Besides normal area, the hotel provides a club called Paiza Club, which is for VIP guests. The club owns its entrance, reception, lobby and guest elevators to the accommodation. Individual private gaming rooms were provided and named as some Asia cities and regions, such as Hong Kong, Singapore etc. The Paiza Club Dining & Lounge allows the guests of the club have exclusive access, and it opens 24 hours a day.
 

2. Slots-A-Fun Casino - The smallest casino in the world


The Slots-A-Fun Casino is the smallest casino in the world. It is a casino on the Las Vegas Strip which owned by MGM Resorts International. It started its operation in 5th of August, 1971. The gaming area for Slots-A-Fun Casino is only 17,700 square feet, which is only 1/30 of the Venetian Macao casino size.


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It used to offer live table games which allows players to wager as little as USD$2 at craps and USD$1 at blackjack. But it no longer offers it anymore. Since 2011, the only games left were slots and other machines, such as 3-crad pokers and blackjack etc.

There is drink service in the casino. The bar inside the casino serves 24 hours a day, and there will be 1 or 2 bartenders work in the casino floor. Some kind of beers and drinks are free to slot player.


3. Wynn Las Vegas - The most glamorous casino in the world 


Wynn Las Vegas is the most glamorous casino in the world. It is a luxury resort and casino which located on the Las Vegas Strip in Paradise, Nevada. The resort cost US2.7 billion, and aimed to be the top hotels in the world.

This resort is an AAA Five Diamond winner, and the only three-time winner of the Mobil Five Star award. The total gaming area is 111,000 square feet which is much bigger than Slot-A-Fun Casino, but still not as big as Venetian Macao. But there are total 2716 rooms in the resort as well as the Strip’s only resort golf course. 





  

Wynn Las Vegas is a world-class resort, which provides excellent dining, spas, shopping, golf and entertainment. There’s an aquatic acrobatic show called “Le Reve – The Dream”, will leave guests in an imaginary world. Besides, Tryst, which is the significant nightclub of Wynn, provide a private area for guests to enjoy their time with some of world’s most renowned DJs. 



4. Casino di Venezia - The first casino in the world 



  

The Casino di Venezia is the first casino in the world. It started its operation since 1638 in Italy, and it is interesting to find out that the casino is in fact still operating until today. It provides room for French and also table for American games. Of course, it also provides the very up-to-date slot machines.



The casino also provides accommodation for their guests, but its relatively old and less glamorous when compare to other casino. The attractive point of this casino is that it is close to Marco Polo Airport, just a few minutes away from it. The view is good as well.





Week 11 - Wiki Assignment

Q1. Explore different types of clubs and theme parks. Briefly described their service offerings.


There are many types of clubs within a living area for citizens to entertain or meet up people especially those have similar hobbies and interest. Also different types of club may target different members and offer various services. The types of clubs are as follow.

Clubs 

1. Country Club

It is usually privately owned with 2 or more types of membership. Most clubs have swimming pools, golf ,tennis courts and gymnastic room for its members.Beside of providing various recreational sports, it also have dinning and entertaining activities. Sometime, it holds catering services to such as wedding ceremony. Citizen who has full membership enables members to use all the facilities all the time. While social memberships only allows member to use the social facilities. Other forms of membership can include weekday and weekend memberships.


E.g. Hong Kong Country Club


2. Sports Club

It mainly focus on providing one or more recreational sports facilities to its members. The club provide indoor or outdoor sport facilities such as basketball, squash, tennis, swimming , gymnastic etc.


3. Hobby Club

It is the place where for members with similar interest to gather and communicate. Its hard core facilities are quite similar to those in sports and social club. However, personal engagement is the most important to member.
E.g The Hong Kong Golf Club


4. Social Activities Club

It is a club that mainly offer various activities for member focusing on social intersections by participating in the events. The club may hold different events in a broad range such as dancing, art designing, science or even charity work. As the nature of the club involve lots of social interactions, members tend to single more than married.

E.g. Skating Club

5. Professional Club

It is partly social entertaining and partly professional in nature. The society provide opportunities for members having advanced education, exchanging business contact and research communications.
E.g. PCMA Professional Club Marketing Association


6. University Club

It is usually a meeting place for faculty or society members to stay along within an educational institution especially in an university. The activities are performed by students outside the regular classes time. Members will participate different activities within the club for social interaction, conversation and intellectual exchange. 
E.g. Drama club, dance club, English club


7. Service Club

It is usually held by voluntary non-profit organisation where members meet together to perform volunteer works. The club mainly focus on their service aim at first and second on their members’ benefits.
E.g. Rotary International
Aside from different clubs for entertainment, theme parks are the other place that can entertain citizen. Here are different types of theme parks.

Theme parks

1. National Park

It is park that contain protected areas of the city’s unspoiled landscapes and native plants and animals.The park usually offer visitor facilities and tour walk in order to provide conservation and entertainment aside from education. 
E.g. Banff National park in Canada


2. Regional Park

It is usually provide open public spaces for cultural activities or recreational use.
E.g. Sha Tin Park


3. Traditional Park

It is park that located near the countryside providing natural environment for citizen.
E.g. Wolmi Traditional Park in Korea

4. Amusement Park

It provides amusement rides and many entertainment attractions assembled for the purpose of entertaining a group of people such as family. It is a park where operate to satisfy adults, teenagers or even kids.
E.g. Ocean Park


5. Water Park

It mainly provides water playing area such as slides, water playground, lazy river etc.



E.g. Legoland Floride Water Park


Q2. Choose one taught topic you’re interested and do further research.

The topic I would like to address through this reflection is, how recreational activities contribute to our wellbeing and other beneficial reasons that has the government investing in them. There is no doubt that with Hong Kong’s work ethic, employees are prone to burnout and stress than, say an employee from Netherlands, where its rumored to have the shortest work week. And that is not without leverage, with an average 29 working hours per week and a decent average annual wage of $47,000. If we were to draw a comparison between the Netherlands and Hong Kong, it would almost seem that Hong Kongers are workaholics with no life outside of work, with an average 49 hours a week, Hong Kong is almost double that of the Netherlands. So, is this why the government is ever so compliant and maybe even ‘eager’ to invest in recreational projects.

Yes, that is one reason, but also recreational projects, strictly speaking, theme parks attract a lot of revenue and tourism. So you could say the government is killing two birds with one stone! And a census taken in 2011 showed that “Ocean Park had 5.9 million visitors in the year ending June (…) the 34-year-old, government-owned theme park recorded annual revenue of HK$1.2 billion” (Chris Ip, SCMP). Hence there’s no doubt that beyond the emotional and physical wellbeing of Hong Kong’s population, the Hong Kong government has another agenda, and you cannot necessarily blame them because the revenue generated from tourism (and we are assuming here that the revenue from Ocean Park partly contributes to that number) makes up a large part of Hong Kong’s economy and Hong Kong spares no expenses in investing in this sector, with the total tourism expenditure associated with inbound tourism reaching HK$7,333 per capita in 2011.

However, one can then argue that with the tourism numbers going up and the revenue made from that sector contributing to a flourishing economy, doesn’t it eventually come right back to Hong Kongers’ well being, because with a better economy its their livelihood that’s going to be benefitting. Concluding on that note, the theme parks in Hong Kong definitely play a big role in improving people’s wellbeing and bettering the economy.

Q3. Find out more recent trends and new development in recreation and leisure.

Changes linked with the population diversity

1. Age diversity

Population structure changed dramatically since the 21st century. With population explosions and diversity trends, the demands of recreation and leisure will be changed correspondingly. As there is a growing number of foreigners in almost every country in the world, the things people do for recreation and for leisure started to change.


2. Aging society

More and more people are having a prolonging life than ever before, which increase the society's demand for entertainment and recreation. As a result, a main part of customers in recreation industry are elderly people.

3. Family trips became popular

Nowadays more and more family can afford a whole-family trip. They are willing to gather family member together, take a long term vacation aboard, which also triggers changes in the type of recreation. For example, Disney Resort has places for family activities in their hotels.

Government investments and longer public time

In order to improve society welfare, the government has spent a growing amount of resources on public recreation facilities and activities. For example, many cities have many public gymnasium, which has a relatively low entrance price. Additionally, the opening time of these facilities has been increasing, for the benefit of the general public. In addition, the government also organizes many recreational activities. Taking Hong Kong government as an example, there are courses of sailing, hiking, archery etc., with a very low fee.

Reflection:

This week we learned recreation, theme parks and clubs. The topic we studied in this lecture is related to our daily life. However, before this lecture, we do not know there are so many knowledge related to hospitality management in these industries.

Firstly, as the life becomes more stressful, recreation plays a very important role in our daily life. We called the recreation process as bonding. Bonding increases the interpersonal feeling and results to the personal growth and development. Besides, the leisure time makes people enjoy their life and release the stress.

Secondly, we know that there are two different types of recreation, one is the government-sponsored recreation and another is commercial recreation. Under these two types, there are different kinds of recreation activities.

Thirdly, we understand that there are different types of clubs and theme parks. The operation and management are similar to the hotel management meanwhile it is also different from the hotel management. Besides, we know that different them parks and clubs have different functions, target consumers and operation way.

Fourthly, we think that recreation and leisure will become more important in the future as people pay more attention to quality of life. And the industry may develop very fast. In addition, the government may invest more in this industry.
 

References:

https://en.wikipedia.org/wiki/Economy_of_Hong_Kong 
http://www.scmp.com/article/987807/record-visitors-and-revenue-ocean-park
http://samples.jbpub.com/9780763781590/81590_CH13_FINAL.pdf

Giacopassi et al., 1999, D. Giacopassi, M. Nichols, B.G. Stitt, "Attitudes of community leaders in new casino jurisdictions regarding casino gambling's effects on crime and quality of life", Journal of Gambling Studies, 15 (2) (1999), pp. 123–147

Gonzales et al., 2007, A.A. Gonzales, T.A. Lyson, K.W. Mauer, "What does a casino mean to a tribe? Assessing the impact of casino development on Indian reservations in Arizona and New Mexico", The Social Sciences Journal, 44 (3) (2007), pp. 405–419

P.L. Janes, J. Collison, "Community leader perceptions of the social and economic impacts of Indian gaming", UNLV Gaming Research & Review Journal, 8 (1) (2004), pp. 13–30

Anderson, 2005, J.E. Anderson, "Casino taxation in the United States", National Tax Journal, 58 (2) (2005), pp. 303–324

Kang et al 2008,S.K. Kang, C.K. Lee, Y. Yoon, P.T. Long, "Resident perception of the impact of limited-stakes community-based casino gaming in mature gaming communities", Tourism Management, 29 (4) (2008), pp. 681–694

Long 1996, P. Long, "Early impacts of limited stakes casino gambling on rural community life", Tourism Management, 17 (5) (1996), pp. 341–353

Pizam and Pokala, 1985, A. Pizam, J. Pokela, "The perceived impacts of casino gambling on a community", Annals of Tourism Research, 12 (2) (1985), pp. 147–165

Buultjens 2006, J. Buultjens, "A comparison of wage determination in New South Wales and Queensland (Australian) clubs", International Journal of Hospitality & Tourism Administration, 7 (2–3) (2006), pp. 135–153

McLain and Maheshwari, 2006, P.M. McLain, S.K. Maheshwari, "Impact of gaming industry on local employment and personal income", Journal of Economics and Economic Education Research, 7 (3) (2006), pp. 35–52

Room et al., 1999, R. Room, N.E. Turner, A. Ialomiteanu, "Community effects of the opening of the Niagara casino", Addiction, 94 (10) (1999), pp. 1449–1466

Week 10 - Wiki Assignment

Q1. Discover how gaming entertainment converges with the hospitality industry in terms of its economical and social impact.

In terms of Economical impact:



Boost tourism with more diversity in entertainment

Tourist would never be satisfied with single form of entertainment. To attract more tourists and capture the largest profit from customer spending, many casinos and hotels combine as one entertainment group, providing a serious of gambling and hospitality services. Many tourists prefer to stay in Macau for over one night, as there are lots of hotels are nearby, providing body massage, dining, accommodation, sports and other leisure activities. For example, the City of Dreams, a hotel in Macau, holds the live show, The House of Dancing Water, that is to customers from time to time. As a result, many customers stay longer in hotels for the famous live show, generating extra profit. We can see that gaming entertainment converges the hospitality industry get a huge potential profit and even it can be a driving force to boost the economy. 



Create revenue for local government

As the casino type of hospitality services has got popular and has created huge profit since decades ago, some governments incline to enlarge the sector of this type of entertainment industry. Take Macau as an example, since the early 1960s, over 50% of revenue of Macau has come from the gaming industry, which generates around 40% of the GDP. In 2002, the concession contracts with two Macau gaming companies, Wynn Resort Ltd. and the government signed Galaxy Casino. This opened the gambling market for competition and increased government tax revenue dramatically. It also appealed to more tourists to Macau. Nowadays, according to official statistics, gambling taxes form 70% of Macau's government income.



In terms of social impact:

As the living standard has increased with years, people demand more diversity in entertainment. People are willing to pay more to enjoy high quality of life. Hospitality associated services have prospered with the gambling activities like luxury accommodation and room services. Customers can go with their families, as there are various types of relaxation activities. Women can have spa services and do shopping in nearby malls. Children can play arcade games in adventure land. Men can solely enjoy the games in casinos. Hospitality casinos, combining multi-entertainment services in one, have been a major trend for past decade.


E.g. Spa services in Grand Casino, Oklahoma, United States


Q2. Research more about the successful strategies of operating gaming entertainment.

1. Enhance Accessablity

By providing transportation support to customers, such as free suttle bus, customers are able to access to the casino directly from the airport or the ferry pier. As a result, tourists or customers are encouraged to visit the casino at least one with the free transportation. For instance, casino in Macau provides free shuttle services from pier to different casinos for visitors.




2. Increase the diversity of services

The gaming entertainment also attracts their customers by incresing the diversity of services. For instances,  providing kids zones in casinos to attracts parents to visit casinos by helping them to look after their kids. "The House of Dancing Water" in Macau is a successful case to target a wide range of customers. Visitors may visit Macau for this significant performance and thus also enjoy the other gaming entertainment as their schedule of the travel too.



Another example is "Buffet of Buffet Pass" from the Total Rewards in Las Vegas. Customers are able to have entrance freely within 24 hours to enjoy all the buffet in 7 casinos under Total Rewards.



Q3. Find a topic that you’re interested in about gaming entertainment and do further research on it.



How Gambling industry impacts on the society and economy?



1. Social impacts

There are both positive and negative comments on how the gambling affects the community. For example, Giacopassi et al. 1999, 128 community leaders are interviewed in seven new casino jurisdictions in the United States and found that 59% of the respondents preferred casino establishments in their communities, 65% thought that casinos enhanced the quality of their lives, and 77% agreed that casinos led to positive impacts on the economy of their communities. Gonzales, Lyson and Mauer (2007) found relation between casino gambling with enhancement in the quality of life regarding the social and economic well being of population in Arizona and New Mexico. 
On the contrary, although some researchers have found that the development of casinos has no direct associations with criminal activities, Janes and Collison, 2004), most studies have shown that casino gambling may have a relation with the these social problems: domestic violence, induce in divorce rate, bankruptcy, drug and alcohol abuse, risky or illegal sexual behavior especially prostitution.


2. Economical impacts

The casinos have generated huge tax revenues for the local government, which is an undeniable fact. (Anderson, 2005 and Gu Li, 2009) Kang et al. (2008) mentioned that casino gambling could facilitate local economy and create more opportunities to commercial activities. Also, tons of jobs opportunities associated with casino hospitality services are generated, bringing substantial benefits to the economy. (Long, 1996 and Pizam and Pokela, 1985). However, a study has (Mclain and Maheshwari 2006) compared the employment rate and personal incomes of residents within thirty casino communities in the United States, found that increases in job opportunities and personal revenue are not entirely correlated. Moreover, only the regions with high economic achievement like Las Vegas received substantial benefits from casino hospitality sector.

Despite direct financial benefits, the establishment of casinos could also improve opportunities relating with recreational, leisure, and entertainment events within these regions. Other forms of entertainment, like restaurants, bars, pubs, and retail outlets also have taken advantages of the nearby casino business. (Buultjens, 2006)

However, these related service industries could only be regarded as auxiliary industries compared to casino gambling industry. For example, Janes and Collison 2004 suggested that the portion of guest spending in casinos is significantly larger than that in other leisure services. Room et al. (1999) also indicated that other local businesses have diminished after the opening of casinos in the same region. In short, the prospering economy arising from the establishment of casino gambling activities could only benefit certain type of businesses and regions, but not every dimensions of the macro-economy in a nation.


Q4. Explore the up-to-date trends and news about development of gaming entertainment industry.


Firstly, with the development of technology, the online gambling has been becoming one of the most popular ways, especially in the sports area. People started to bet on games via Internet. They do not need to go out to buy, while they can buy it online. In this way, it makes the gambling easier.

Secondly, Asia-Pacific becomes the biggest regional market in the industry. According to the report of PWC, the revenue of the Asia-Pacific is much larger than USA.



Thirdly, the gaming entertainment industry is always influenced by the economic development and the regulation changes. The uncertainty of economic development will always make some challenges for the industry. We choose Macau as an example, the gross revenue has been decreased, the reason maybe the China President Xi Jinping’s anti-corruption campaign and the economic situation in recent years.




News:

The Macau government restrict on the use of China UniorPay debit cards at casinos since July 2014. This policy is for the government forbid tourists cashes out in the casino. This influenced the revenue of the casinos.

The revenue of Macau has been decreased and many casinos closed. Because many VIP do not go to Macau to gamble for many reasons, the business of many casinos are worse than before. As a result, many companies started to reduce the staff trimmer.


Reflection:

We learnt gaming entertainment this lecture. We knew the simply history and developments of the gaming industry. And some interesting and basic concepts about gaming, such as the difference between gaming and gambling, the size and scope, the guests segments and the definitions of gaming.

And the one of the keys is to understand casino’s operations and developments. We took Las Vegas as an example, learnt that there are three phases of the developments of a casino, serving local market only, competing in other locations and making an entertainment convergence.

Casino has special management strategies as well. Under slots managements, we need to understand cashless slots and pay attention to participation agreement. As for casino accounting, there are differences between table drop and slot drop. In addition, we learnt two payments methods and promotional strategies.

Finally, there is another interesting point about the layout of casino to attract customers and how to put slot machines and various games also deserve people to study with. Besides, the trends of gaming industry will decrease the importance of casino but gaming and hotel to make the industry more competitive.


References:

https://www.pwc.com/gr/en/publications/assets/global-gaming-outlook-2011-2015.pdf
http://marketrealist.com/2015/03/macaus-gambling-revenue-halved-february-2015/
http://finance.sina.com.cn/stock/hkstock/hkstocknews/20140610/143119368211.shtml
http://news.qq.com/a/20151019/031918.htm

http://www.desiyatri.com/2012/06/free-local-transport-in-macau-using.html
https://www.caesars.com/las-vegas/buffet-of-buffets

Wednesday, November 11, 2015

Week 9 - Disney Visit Report



Q1. Observe the daily operation of hospitality serveces at Hong Kong Disneyland Hotel and within the Theme Park.


Hong Kong Disneyland Resort with 310 acres located on Lantau Island, is a world-class family entertainment destination inspired by the first Disneyland park in California. The resort including an magical theme park and two luxurious hotels.

Theme Park


Within the theme park, there are seven different lands including:

  • Adventureland
  • Fantasyland
  • Grizzly Gulch
  • Main Street, U.S.A.
  • Mystic Point
  • Tomorrowland
  • Toy Story Land

Asides from these different attractions, the park also provides Disney character greetings, theatre shows, dining and shopping.There are several departments help the management teams to operate the park everyday.


  1. Attractions

    They are the one who welcome the guests to the park and provide park informations. Also, they provide Disney characters greetings and parade show for greeting customers.
     
  2. Specialty stores

    They provide sales service for customers to purchase souvenirs inside the parks. Also they have to deal with the daily operations of the stores including stocking, merchandising requisition, staffing etc. in order to enhance the efficiency of the stores’ operation. In additional, they may carry out magical games in store to entertain customers too.
  3. Custodial

    This department take care the cleaning and hygiene of the whole park. In order to provide a clean and comfortable park for Disney customers, Disney emphasis a lot on cleaning jobs. Aside from dealing daily cleaning on road, staff will also carry out magical moment during their work just like using coffee water or flowers to draw or create a picture on road.
  4. Transportation

    The park provide shuttles services for customers to travel between hotels and the park. Also, there are staff near the entrance to provide useful transportation or other attraction places information to the customers.
     
  5. Lifeguard

    They are responsible for safety environment within the park. Before entering the park, they have to check every customers’ bag to ensure that no dangerous stuff are brought in by anyone. Also, they assist any lost issue within the park as well as the discipline.
     
  6. Photo Imaging

    They provide photo taking services in park. They locate at every hot shooting point within the park as well as the places where Disney characters appeared. Also, they provide printing services after the shooting in-game.
     
  7. Food and beverage

    They are responsible for the daily operations of the restaurant and food stores in park. They provide dining places and services for customers.
     
  8. Engineering

    They manage all the operations of the games within the park to make sure that all games are operating in a safety conditions.
     
  9. Administration Management

    They assist the daily operations of the park and provide supportive management for every departments. These may include human resources, financing, IT etc.


Hotels

While for hotels, there are two luxurious hotels including:

Hong Kong Disneyland Hotel (Grand victorian elegance)


Disney’s Hollywood Hotel (Hollywood style family fun) 

There are several departments in the hotels management in order to facilitate the daily operations in the hotels.


  1. Guest service

    They are the one who firstly meet up the guests in the hotel with escorting them to the front desk and assist guests with their luggage. They also provide storage services to the guests.
     
  2. Front Office

    It is the nerve centre of the hotel which assist the guests to check-in or check-out. Also they manage the guest cycle to maintain the conditions of room. They offer services such as handling mail,messages, local information too.
     
  3. Security

    They are responsible for providing guest safety and loss prevention within the hotels area. They assist all lost related stuff in the hotels.
     
  4. Housekeeping

    They handle all the cleaning jobs within the hotels. They clean up all the public areas and guest rooms. Also they will carry out inventory control to ensure the quantity of guest rooms needs.


     
  5. Food and Beverage

    They provide in-room services and hotel restaurant dinning to in come guests. Also, they assist the Disney Characters to meet up with guest inside the restaurant to provide a magical moment to them.
     
  6. Administration

    Similar to the operation in the theme park, they assist the daily operations of the hotels and provide supportive management for every departments. These include human resources, financing, IT ,marketing and sales etc.

Q2. Explore the fun facts and challenges of the industry, through real-life case sharing and interaction with Cast Members in the Resort.


Hong Kong Disneyland aim at providing magical moments to all the guest from the world. In order to do this, Disneyland have done a lots in order to provide various magical moments to different guests. But of course, they always face different challenges too.


Every staff in Disneyland park have Disney Characters' stickers. They often distribute the stickers to guest to cheering them. Sometime this really work especially when kid is crying or feeling upset. As all kids entering Disneyland would like to have a memorable magical day with Disney characters. It will be very pity if they leave Disney with tears. Therefore, once the cast member meet up with crying kids, they will give out stickers to them saying that'Hey! You see! Mickey is on your body now! OH! Woody is kissing your face! ' Then kids will be attracted without time to cry.



An other case happened in the hotel that is, a mother forgot to book the birthday cake for her son on his birthday. As Disneyland really do not want the kids to feel disappointed, they try their best to cheer the kid even the real cake is not possible to be prepared. The staff first tried to use towel to make a fake cake and told him that 'This is a long-lasting cake which u can have it in every second!' And they tired to let the kid to have a chance to make his own cake by using the buffet cakes. Although the son couldn't have a real birthday cake, but still he had a fun time on his birthday in Disney hotel.


However, it is hard to satisfy all wants from different guests. Therefore, not every time can be a fun moment. Sometime, guests may argue with each other because of queuing issue. This may affect others in the park too. Therefore, the cast members have to handle it in a smart and efficient way without bothering others guests. Also, guests may violate some rules in the park such as smoking in an inappropriate area, eating or standing during the game etc. All these are challenges to the cast members and the park as any warning or reminders may ruin the magical moment of the guest. Therefore, i believe that satisfy different guest needs in this magical place without ruining any moments is the most challenging thing in Disneyland.



Q3. Understand the service keys and operation basics in the world-class resort.

As a world-class resort, they provided qualitified services according to four quality standard.
 
1. Safety
  • Safety is the number one pripority for the resort.
  • They are all responsible for the safety of their guests and the fellow cast members

2. Courtesy

  • They always recognize the diverse nature of their guests 
  • Respecting, appreaciating and valuing everyone and acknowledging the importance of every guest as an individual
  • Be polite 

3. Show
  • Their cast member are always ready to deliever flawless and professional presentations everyday
  • They always try their best to maintain a clean, neat and organized work location  

4. Efficientcy 
  • They work together as a team mand keep lines of comunication open
  • It is believed that fulfilling the above first 3 service keys can lead to the success of efficientcy.  

Moreover, the cast member of the resort have the same hospitality mindset. They are serving their customer with heart by achieving below elements:
  • Patient
  • Attentive
  • Apporachale
  • Polite
  • Knowledgeable
  • Helpful  


Q4. Discover the Disney Difference through interactive games and discussion.

Branding Strategy

Disney resort is not only theme park and hotel, but also many cartoon characters, movies, and games. They are souls of Disney. Most people go to the resort because the complex to those characters, such as Mickey Mouse, Snow White, which people can enjoy the moments with them and the satisfactions to enter into a fantastic world.

In addition, Disney resort makes full use of the branding and insert the elements of its movies and cartoon characters. Take its hotel as an example, customers can find many cartoon elements in rooms, such as the head of Mickey Mouse and Seven Dwarfs, even on the carpets.


Shows and entertainment

Show is one of the four keys of Disney and also the most attractiveness of the park. Almost every day, there are parades (shows) and fireworks, which makes Disney quite different from general theme parks. In addition, customers can finds small operas in the park as a part of entertainment. The topics of operas are about the cartoon, movie and games that Disney developed.

Employee Training

The staff in Disney is special compared with other resorts with theme parks. There are unique and specific duties for different positions. In the theme park, there are staffs who are responsible for show, like staff playing cartoon characters and people who do firework, and also the staff to educate and play with children. The hotel we visited classifies the reception personnel into two levels and gives them relative training to provide better service to different group of customers. Disney conducts employee training to each position, which is contributed to the prefect customer experiences in every small tache.

Q5. Establish positive values and a Guest-orientated mindset, which is required in excelling within the hospitality industry.


In the Disneyland resort there are four concepts to operate the whole resort, ‘Safe’, ‘Courtesy’,’ Show’ and ‘Efficiency’. The four concepts show the guest-orientated mindset during its whole service process. Firstly, they care about the safety of all guests. For instance, in Disneyland there are many children, for their safety, Disneyland carpets most of places to prevent them from injured when they tumbled to the ground. Secondly Disneyland provide the courtesy service. The service people provide professional service and they are very patient and enthusiastic. Thirdly, Disneyland wants to provide the perfect feeling to the consumers. There are many hidden Mickey Mouse everywhere. Besides, they provide different service in a Disney style. For example, in the makeup house, the girls will be treated as Cinderella. They will become a princess after makeup. Fourthly, Disneyland wants to be efficiency. The average check in time for the hotel is 10 minutes, and the average waiting time is less than 20 minutes. And Disneyland believe that if they can do the first three points, they will be efficiency enough. We can find that Disneyland Resort operates the whole resort in a guest-orientated mindset.

Besides, there are seven service guidelines. First, be happy make eye contact and smile. Second, be like sneezy, greet and welcome each and every guest. Spread the spirit of Hospitality. Third, don’t be bashful seek out guest contact. Forth, be like doc provide immediate service recovery. Fifth, don’t be grumpy always display appropriated body language all times. Sixth, be like sleepy create dreams and preserve the magical guest experience. Seventh, don’t be dopey, thank each and every guest.

We can find that Disneyland Resort always keep in mind that they provide service from the guest-orientated and they show the positive value of hospitality management. Because Disneyland hotel is a family hotel, they want to make the consumers feel at home and provide service to the whole family. Disneyland show the positive attitude during the whole operation and service process to let the consumers has an unforgettable memory.


Reflection:

The visit to Disneyland was eye opening. We were deeply impressed with Disney's attentiveness. Therewere hidden disney's characters everywhere in the both in the theme park and the hotels. Moreover, after the guiding tours, we are now well known with their four service keys, which are safety, courtesy, show and efficiency. We visited the hotel lobby, font office, restaurant, theme park and etc. All the four service keys can be well explained in each part of the resort. Therefore, apart from enjoying the facilities in the theme park, we can also understand more about the their hospitality standard behind in this visit. Last but not least, the one who guided us are very kind and well-prepared, we did not know it is her first tour until the end of our visit. 




Reference:

http://www.disney.com.hk/