Predict and plan for your guests' needs - don't wait for things to go wrong and then try to manage the complaints. This is Walt Disney World's attitude to its guests' holidays. Reworded into the buzz phrase "proactive, not reactive, management", it was just one of the messages taken away by delegates on Caterer's professional development course, held at the Disney Institute in Orlando, Florida.
In April, 26 delegates from across the hospitality industry attended the customised programme and learned about the manner in which Disney does its business. Their reputation of a consistently high standard of service is borne out by the facts: in 1992, Disney had 68% annual repeat visitation. By 1996 this had reached 75%. The company estimates that an increase of 1% is worth $80m (£48m) in revenue.
Walt Disney World's reputation for this service has been built on getting its recruitment and training right. You can find out how they do it by joining the third Caterer professional management course on site in Orlando, Florida, next spring. If you are interested, come and hear the details at our Open Day on 7 September at the Cumberland Hotel.