resort orientation
DESCRIPTION
DAK Lodge new hire orientation class presentation.TRANSCRIPT
Molo and Welcome Home!
Karibuni to
Disney’s Animal Kingdom Lodge and Villas!
Where the Spirit of Africa Comes Alive!
Introduction to Disney’s Animal Kingdom Lodge Resort
Increase Awareness of Resorts' Theme and History
Gain Knowledge of Resort Amenities
Learn About The Disney Vacation Club
Learn About The Disney Service Basics
BreaksPhones and Pagers
Ask questions
Have Fun!
Name
Work Location & Role
About You:
: Favorite Disney Character
: Favorite Disney Attraction or Resort
: Favorite Disney Movie
INFORMATIONALTOUR
Create an African Safari
by Sharing the Culture,
Wildlife and the
Diversity of the
Continent Where
Families Can Learn and
Have Fun Together
Enhancing the ExperienceFood and Beverage
Podium Seater
Animal Programs EducationSavanna Guide
Front DeskLobby Greeter
Animal Information
What Are My Resources?Animal Programs Resource ManualAnimal Programs Education Department (ext. 4842)Your Local LeadersAnimal ID CardsSavanna GuidesAnimal KeepersAfrican Gazette
A. O. I.How To Handle Difficult Guest Questions
Acknowledge The Question or Situation andAvoid The NegativeTake The Opportunity To TeachInterpret The Information – Put It Into WordsThe Guest Can Relate
Animal Escape ProtocolsWhat is My Role?
Keep Your Eyes OpenReport Anything Unusual To YourManagerDo Not Interfere With or TouchThe AnimalKeep Guests a Safe Distance FromThe AnimalCommunicate To The Guest “TheSituation Is Under Control”Your Appropriate and TimelyReaction Is Very Important
Opening Date
• April 16, 2001
Rooms – Jambo House
• 1188 Rooms (972 Rooms and 216 Villas)
Kidani Village – Disney Vacation Club Villas
• Opening Spring 2009 (Phase I)
ThemeAfrican Wildlife Reserve
No Smoking In Guest Rooms or on Savanna View Balconies
Jiko The Cooking PlaceSignature Restaurant
Boma – Flavors of AfricaFamily Style Restaurant
Victoria FallsMezzanine Lounge
MaraCasual Dining
Uzima Springs Pool BarPoolside Lounge
Private DiningIn-room Dining
Zawadi MarketplaceAuthentic African GiftsLocal ArtisansGrocery and Sundry ItemsPackage Pick-UpDisney Wildlife Conservation Fund
Uzima Springs PoolZero-depth entry poolSixty Seven foot long slideKiddy pool
Zahanati Massage and FitnessState of the Art Fitness EquipmentMassage and Facials
Simba’s CubhouseChildren’s Activity Center
Pumbaa’s Fun and Games ArcadeArcade Style Family Fun
Hakuna Matata Playground“No Worries” Playground Area
Animal & Cultural ProgramsAnimal Keeper InteractionsWildlife Games with Savanna GuidesAfrican Folk TalesAnimal Viewing w/Night Vision
The Views Include:StandardPoolSavannaOne and Two Bedroom SuitesRoyal Kuba Suite (Vice Presidential)
Royal Asante (Presidential)
Room Amenities:Hair DryerIron/Ironing BoardRefrigeratorCoffee MakerCoffee / Tea Set-UpPack and Play CribWall Safe
Club Level – Kilimanjaro ClubKilimanjaro Club LoungeItinerary PlanningConcierge ServicesCurbside Check-InTurndown ServiceRobes AvailableWanyama Safari
(Open to all Resort Guests)
Sunrise Safari
The Views Include:StandardPoolSavanna
The Rooms Include:Dedicated Studio VillaStudio VillaOne Bedroom VillaTwo Bedroom VillaGrand Villa
Room Amenities:Hair DryerIron/Ironing BoardRefrigeratorCoffee MakerCoffee / Tea Set-UpPack and Play CribWall SafeKitchen/Kitchenette’sWasher/Dryer
Jambo House
Kidani Village
What is it?
What do I need to know?
What do I tell our Guests?
WHAT IS IMPORTANT TO REMEMBER !
1.Disney Vacation Club is Disney’s exclusive
Resort ownership program
2.Disney Vacation Club is very flexible
3.There’s a Disney Vacation Club Information
Center nearby with Cast Members who are
anxious to tell our Guests more about it
www.floridagreenlodging.org
What is Green Lodging?
What is our Resort doing
to be a Green Lodge?
Certification Features:
– Water Conservation
– Energy Efficiency
– Waste Reduction
– Clean Air Practices
www.floridagreenlodging.org
Objectives
Plan a day of fun, food, and shopping for our Guests
Help our Guests learn about our amenities
Be creative
Have FUN!
Rules
Two (2) teams
Guests should spend the whole day at our resort
Money is limitless!
Around Our World
• Magic Kingdom® Park
• Epcot®
• Disney’s Hollywood Studios™
• Disney’s Animal Kingdom® Theme
Park
• Water Parks
• Downtown Disney®
What we’ve learned so far:
Disney’s Animal Kingdom Lodge Resort
Disney Vacation Club
Around our World
What’s Next?
Guest Service
What Guests expect
The Four Quality Standards
What I do
Why I do it
Guest Service
What Guests Expect:
Guests want to escape from thepressure of reality into this happyplace that Walt promised them.
The Four Quality Standards:
Safety
Courtesy
Show
Efficiency
Guest Service
I project a positive
image and energy.
I am courteous and
respectful to all
guests, including
children.
I stay in character
and play the part.
I go above and
beyond.
Guest Service
Why I do it:
Because I can make a difference for a
Guest. I am part of the elite Disney family
that is known worldwide for bringing magic
to life and making dreams come true.
• Prompted Interaction Buttons
• Pixie Dust Pins
• Magical Moments
• Home Town Name Tags
Magical Moments &Hometown Nametags
Primal Parade(Zawadi Marketplace)
Guests participate in our nightly musical parade where they wind their
way thru the main building lobby.
Any Questions?
Let’s see what you’ve
learned…
Question One:
When did Disney’s Animal Kingdom Lodge
Resort open?
Answer: April 16, 2001
Question Two:
What is the theme of our Resort?
Answer: African Wildlife Reserve
Question Three:
What resources are available to answer animal questions?
Answer: Animal ID Cards, AP Resource
Manual, Savanna Guides and Animal Keepers
Question Four:
How should you respond to an animal escape?
Answer: Notify your manager, do not touch
the animal and keep Guests at a safe distance
Question Five:
What are the names of our restaurants?
Answer: Jiko, Boma and Mara
Question Six:Where can Guest pick up packages shipped
from theme parks, purchase souvenirs and sundry items?
Answer: Zawadi Marketplace
Question Seven:
What is the name of our Guest pool?
Answer: Uzima Springs Pool
Question Eight:
What are the two most important words
to a DVC Member?
Answer: Welcome Home
Question Nine:
What is the name of Disney’s Animal
Kingdom Villas, currently under construction?
Answer: Kidani Village
Question Ten:
What weekly publication can Cast
Members use for quick information?
Answer: African Gazette
Introduction to Disney’s Animal Kingdom Lodge Resort
Increase Awareness of Resorts' Theme and History
Gain Knowledge of Resort Amenities
Learn About The Disney Vacation Club
Learn About The Disney Service Basics
ResourcesLeaders
The Hub
Disney Learning Center
Eyes & Ears
Main Street Diary
Karibuni to Disney’s Animal Kingdom Lodge!