“Be our guest
Be our guest
Put our service to the test
Tie your napkin ’round your neck, Cherie
And we provide the rest!”
The lyrics from the timeless animated classic, Beauty and the Beast, not only transport us back to cherished memories but also epitomize the mission, vision, and values of every Disney employee. Recently, my husband, our ten-year-old granddaughter, our six-year-old grandson, and I witnessed these values in action during a magical Disney Cruise.
Our journey was filled with encounters with exceptional leaders. From the bus driver and greeter to guest services and our first waiter, every employee was dedicated to ensuring we had a fantastic experience. Among them was Andrea from Romania, whose leadership shone brightly in her role as a clerk in the Gift Shop.
Andrea’s duties included stocking shelves, checking out guests, and answering shoppers’ questions. Was she a leader? Absolutely! Our first interaction with her was during a purchase in the Gift Shop. Later, after enjoying a wonderful performance of Tangled in the ship theater, we returned to our cabin, and we realized our grandson had lost his wristband. This band was crucial for boarding the ship and participating in activities. I retraced our steps, searching the theater, floors, elevators, and hallways, but the wristband was nowhere to be found.
In my frustration, I returned to the Gift Shop, where Andrea noticed my distress. “Denise, what’s wrong?” she asked, surprising me with her memory of my name. I explained the situation, and Andrea immediately started searching the store. She then suggested we return to the theater. We jumped velvet ropes and searched on and beneath the seats until Andrea triumphantly exclaimed, “There it is!” Thanks to her persistence, my grandson’s wristband was found, and he was elated.
The following day, we disembarked for a day at the beach, and who should we encounter in the Beach Gift Shop but Andrea? I introduced my grandson to her, and he promptly thanked her. Andrea was visibly moved by his gratitude, a reminder that not everyone takes the time to acknowledge when these leaders go above and beyond.
As you can see from the photo, we had a great time. Many of the iLead team have had some great travel experiences recently. However, all of us have been hard at work. In this issue, we will be celebrating three new Certified Master Facilitators of The Leadership Challenge. Additionally, Kim Gibbons will share some quick tips and resources on building high-performing teams and you can check out our Fall offerings. We hope you enjoy this month’s offerings. Argggh!
Denise
Denise McDonald is a Senior Director of Programs and Outreach for iLead Consulting & Training. She worked for the Texas Department of Protective and Regulatory Services for forty-two years in various managerial and leadership positions and recently moved full-time into leadership development and coaching. As a Certified Master for The Leadership Challenge®, Denise wrote a case study for her role in the culture change of the agency entitled “Energizing the Culture of DFPS: Using The Leadership Challenge® as an Operating System.”
