Disney College ProgramFood and Beverage

Riverside Mill, Port OrleansAugust 12, 2013-January 3, 2014

Saralyn FranklinSEE4099Fall 2013

Welcome to Port Orleans Y’all

A Taste of the Southern Charm & Hospitality

• Disney’s Port Orleans Resort requires optimum communication, professionalism, problem solving, and team building skills

• Working 40+ hour weeks as a cashier, food server and preparer, back stocking, interacting with guests in the dinning room

• Port Orleans cast members work side by side with each other and the culinary team to ensure nothing but optimum guest satisfaction

About the Port• Port Orleans Riverside Mill: fast paced, bustling food

court flowing with Southern charm and hospitality - Hours of Operation: 6am to 12am - Capacity: 462 guests - Menu Items: pizzas, pastas, burgers,

baked goods, novelty drinks, Southern

themed spicy sandwiches- Staff: 4 main Food & Beverage managers, 72 cast members• Working along side supervisors who guide, teach by

example, and promote well being and work efforts of all guests and cast members

Day to Day Down South

My Personal Goals

• Over the 6 month course, I was: - Aiming to build guest service skills- More professional work ethics- challenge myself to become a better and more

advanced worker- create a “magical experience and moments” for

all guests positively impacting their vacations-gain experience from working side by side highly

skilled professional managers• Goals were fully accomplished and gain life lessons

that will last me throughout my entire hospitality career

Overview of the Mill Food and Beverage Manager

Site Supervisor

Site Supervisor

Site Supervisor

Site Supervisor

Saralyn FranklinCast Member

Culinary Team

Culinary Team

Executive Chef

Life at the Mill

Daily Projects: - various assignments such as work in the burger, bakery, pizza, pasta, soup/salad, and beverage shops

-stocking inventory of these shops-cashier-guest interaction in dinning room

Strategies:-staying organized, efficient, time cautious,

prompt and ready to work at all times

Professional Skills

Communication• Guest interaction on a daily basis

-greeted, made small talk, catered to needs and requested “Welcome to Port Orleans Y’all”

-inferring about vacation, needs, overall satisfaction • Working together with various cast members, site

supervisors, managers, and culinary team-vocalizing guest’s orders-communicating culinary needs -”order up!”

Professional Skills Continued

Professionalism • Speak courteously to guests • Be in head to toe strict costuming • Meet the “Disney look” guidelines

-always professionally dressed, natural hair, no tattoos, etc • Speak with and work with extremely experienced

managers and leaders • Responsibility of banking out rooms and money vaults• Act upon Disney approved behaviors and standards • Act as guidance and a mentor to our guests

-provide directions around resort-go above and beyond their expectations

Professional Skills Continued

Problem Solving Team Building• Work with other cast members to ensure task completion• Vocalize with culinary team to get orders out promptly and

efficiently• Improvise when needed -no meat sauce chop up hamburger and place into marinara sauce

-out of hot fudge heat up and serve chocolate syrup• Work as a team of cast members

- help each other complete assignments (ex: carrying items to be

stocked for them, helping in shops by taking orders as well)

-collaborative efforts (you hand me the cheesecake, I’ll decorate it with a chocolate syrup mickey)

Personal Reflection

• Took the professional skilled learned through coursework materials and applied it to real life experiences

• Learned about the importance of passion in serving people in order to be successful in the industry

• Applied the lessons of management, costumer service, facilities operations, and service & ancillery to everyday fieldwork

• Learned how essential team work, professionalism, problem solving, and flexibility is

-improvising and adapting to chaos is a must• “Attitudes are contagious, is yours willing to be

caught?”

“If you can dream it, you can do it.”

- Walt Disney