The Magic Behind World-Class Service
By Lisa Carr Housekeeping Director, Disney's Grand Floridian Resort & Spa | May 07, 2017
The hospitality industry is always evolving to meet the needs and expectations of its customers. Companies are also evolving and competing to deliver the best service in the industry. For the Lodging team at Walt Disney World® Resort, who welcomes millions of visitors each year, this couldn't be truer.
As a Housekeeping Director at Disney's Grand Floridian Resort & Spa, people often ask me how my team helps create the world-class service Disney is known for around the world. Below are a few questions that I'm frequently asked to shed light on the subject:
Describe your role as a housekeeping director and your impact on the operation.
A housekeeping director is someone who is analytical and strategic. Someone who can take the data and be a visionary by looking to the future and making decisions that are going to move the operation forward and drive results. We're always looking two to three years down the road to where we want to be.
Another aspect is effectively communicating expectations to our leaders, assistant directors and cast members. It's very important that they clearly understand the goal and how we're going to achieve it – that they understand the why. You definitely want to get that buy in from your cast and it's extremely important we're all on the same page.
What is a typical day like for you and your team?