The Disney Difference: How Small Actions Create Big Guest Impact

Welcome back to the Hospitality Hangout blog! In our latest episode, Guest Experience as a Strategy with Mike Fiato of Eurest, we spoke with Mike Fiato, a true hospitality visionary, about his journey and the principles that guide his work. One of the most compelling takeaways from our conversation was Mike's "Disney revelation" – the understanding that small, purposeful actions can create a huge impact on the guest experience. This blog post delves deeper into that concept, exploring specific examples and strategies inspired by Disney's approach that any business can implement. We'll unpack the core principles, discuss empowering teams, examine the role of chefs, and provide practical advice to elevate your hospitality game. So, grab a cup of coffee (or maybe a Dole Whip!), and let's dive in.

Introduction: The Disney Revelation

Mike Fiato's journey into the world of hospitality wasn't a straight line. He began in the restaurant business, experiencing firsthand the day-to-day challenges and triumphs of running an eatery. But it was a trip to Disney that truly sparked his passion for hospitality as a strategic differentiator. He observed how even the smallest interactions, seemingly insignificant gestures, created a sense of magic and connection for guests. A friendly wave from a cast member, a personalized greeting, a willingness to go the extra mile – these seemingly minor actions, when executed consistently and purposefully, transformed the ordinary into the extraordinary. This realization led Mike to transition from restaurant ownership to a career focused on hospitality leadership, driven by the belief that guest experience is not just a department, but a strategy that can elevate any business.

From Restaurants to Hospitality Leadership

Before his Disney epiphany, Mike was immersed in the demanding world of restaurant ownership. He understood the importance of good food and efficient service, but he realized that something was missing. The traditional restaurant model often focused solely on the transactional aspects of the dining experience: getting customers in, serving them, and getting them out. While these elements are essential, they don't necessarily create a lasting impression or foster customer loyalty. Mike's experience in the restaurant industry provided him with a solid foundation in operations and customer service. However, it was his exposure to Disney's approach that broadened his perspective and inspired him to pursue a career in hospitality leadership. He saw the potential to transform businesses by focusing on the emotional connection with guests and creating experiences that resonated on a deeper level.

The Core of the 'Disney Difference': Purposeful Actions

So, what exactly constitutes a "purposeful action" in the context of hospitality? It's more than just being polite or following a script. It's about being present, attentive, and genuinely invested in the guest's experience. It's about anticipating their needs, addressing their concerns, and exceeding their expectations. Here are some specific examples inspired by Disney's approach:

• Personalized Greetings: Instead of a generic "Welcome," try to personalize the greeting by using the guest's name, if possible, or by referencing something they've mentioned.
• Anticipating Needs: Pay attention to the guest's body language and cues. Are they looking around for something? Do they seem confused or uncertain? Offer assistance before they even have to ask.
• Going the Extra Mile: Don't just meet expectations; exceed them. If a guest has a special request, do everything you can to accommodate it. Even small gestures, like offering a complimentary drink or dessert, can make a big difference.
• Creating Magical Moments: Look for opportunities to create unexpected moments of joy and delight. This could be as simple as offering a child a sticker or as elaborate as orchestrating a surprise celebration.
• Empathetic Listening: When a guest has a complaint or concern, listen attentively and empathetically. Acknowledge their feelings and take ownership of the situation. Even if you can't resolve the issue completely, showing that you care can go a long way.

The key is to train your team to recognize these opportunities and empower them to take action. It's not about micromanaging every interaction; it's about instilling a culture of caring and providing the resources and support needed to deliver exceptional service.

Empowering Teams: The Key to Unlocking Potential

The "Disney Difference" isn't just about individual cast members; it's about the entire team working together to create a seamless and magical experience. To achieve this, it's essential to empower your employees to take ownership of their roles and make decisions that benefit the guest. This requires a shift in mindset from top-down management to a more collaborative and empowering approach. Here are some strategies for empowering your teams:

• Provide Comprehensive Training: Invest in training programs that not only teach the technical skills required for the job but also emphasize the importance of guest service and emotional intelligence.
• Delegate Authority: Give employees the authority to make decisions on their own, without having to seek approval from a manager every time. This shows that you trust them and value their judgment.
• Encourage Feedback: Create a culture where employees feel comfortable sharing their ideas and concerns. Listen to their feedback and take action based on their suggestions.
• Recognize and Reward Excellence: Publicly acknowledge and reward employees who go above and beyond to provide exceptional service. This reinforces the importance of guest satisfaction and motivates others to follow suit.
• Foster a Sense of Ownership: Help employees understand how their roles contribute to the overall success of the business. When they feel like they're part of something bigger, they're more likely to be engaged and invested in their work.

Remember, empowering your team is an ongoing process. It requires consistent effort, open communication, and a genuine commitment to creating a positive and supportive work environment.

Chefs as Cultural Figures in Hospitality

Mike Fiato is a strong advocate for recognizing chefs as central cultural figures within the hospitality industry. Often relegated to the back of the house, chefs play a crucial role in shaping the guest experience. Their passion for food, their creativity, and their attention to detail directly impact the quality of the dishes and the overall dining experience. Mike encourages businesses to bring chefs out of the kitchen and into the spotlight. This could involve:

• Chef's Tables: Creating a special dining experience where guests can interact directly with the chef and learn about the inspiration behind the dishes.
• Cooking Demonstrations: Hosting cooking demonstrations where the chef showcases their skills and shares tips and techniques with guests.
• Meet-and-Greets: Organizing meet-and-greets where guests can meet the chef and ask questions about the menu and the restaurant's philosophy.
• Chef-Driven Menus: Allowing the chef to have more creative control over the menu, incorporating their own unique style and flavors.
• Highlighting the Chef's Story: Sharing the chef's story and background on the restaurant's website, social media, and in-house materials.

By elevating the chef's role, businesses can add a layer of authenticity and personality to the dining experience, creating a stronger connection with guests.

The Hospitality Edge: Practical Strategies for Success

Mike Fiato's book, "The Hospitality Edge," captures decades of industry experience and provides practical strategies for elevating guest service. The book uses storytelling to make abstract hospitality principles tangible and relatable. It's less about fairy tales and more about actionable advice that anyone in the hospitality industry can use to improve their team and service. Here are a few key takeaways from the book:

• Focus on the Fundamentals: Master the basics of customer service, such as greeting guests warmly, listening attentively, and responding promptly to inquiries.
• Create a Culture of Caring: Instill a culture where employees genuinely care about the guest's experience and are empowered to go the extra mile.
• Empower Your Team: Give employees the authority to make decisions on their own and provide them with the training and resources they need to succeed.
• Measure and Track Results: Monitor key metrics, such as customer satisfaction scores and online reviews, to identify areas for improvement.
• Continuously Improve: Never stop learning and evolving. Stay up-to-date on the latest trends and best practices in the hospitality industry.

"The Hospitality Edge" is a valuable resource for anyone looking to improve their guest service and create a more memorable experience for their customers.

Creating Purpose-Driven Work Environments

Mike believes that leadership should create purpose-driven work environments. When employees feel purposeful and empowered, they are more likely to bring the spirit of "Be Our Guest" to life, turning ordinary moments into meaningful guest experiences. To create a purpose-driven work environment, consider the following:

• Communicate the Company's Mission and Values: Ensure that employees understand the company's mission and values and how their roles contribute to the overall goals.
• Provide Opportunities for Growth and Development: Offer training programs, mentorship opportunities, and career advancement paths to help employees grow and develop their skills.
• Recognize and Reward Contributions: Acknowledge and reward employees for their hard work and dedication. This could include bonuses, promotions, or simply a heartfelt thank you.
• Foster a Sense of Community: Create a sense of community within the workplace through team-building activities, social events, and opportunities for collaboration.
• Encourage Work-Life Balance: Promote a healthy work-life balance by offering flexible work arrangements and encouraging employees to take time off.

By creating a purpose-driven work environment, you can attract and retain top talent, improve employee morale, and ultimately deliver a better guest experience.

Hospitality Principles Beyond the Theme Park

The beauty of hospitality principles is that they are universally applicable. Whether it's a cafe, coffee shop, airline lounge, or even a doctor's office, the same principles of caring, attentiveness, and empathy can be applied to create a positive and memorable experience for the customer. It doesn't require a castle or elaborate decorations; it simply requires people who care. Here are some examples of how hospitality principles can be applied in different settings:

• Coffee Shop: A barista who remembers your name and your usual order.
• Airline Lounge: A concierge who proactively offers assistance with travel arrangements.
• Doctor's Office: A receptionist who greets you with a warm smile and makes you feel comfortable.
• Retail Store: A salesperson who takes the time to understand your needs and helps you find the perfect product.
• Hotel: A housekeeper who leaves a handwritten note welcoming you to the room.

These small gestures can make a big difference in the customer's perception of the business and their likelihood of returning.

Mike's 'Hot Takes' on the Industry

During our conversation, we also got to play a game called "Hot or Not" with Mike, where we asked him for his rapid-fire opinions on various topics related to the hospitality industry. We also asked "Which Came First?" to settle hospitality history with confidence. The "Fast Money" segment proved that chicken tenders and pizza still reign supreme! These quick hits, bold answers, and plenty of laughs provided some lighthearted and entertaining insights into Mike's perspective on the industry.

Conclusion: Bringing Heart to Hospitality

The "Disney Difference" is a testament to the power of small, purposeful actions. By focusing on the guest experience and empowering your team to create magical moments, you can elevate your business and create a lasting impression on your customers. Mike Fiato's journey and insights provide a valuable roadmap for anyone looking to improve their hospitality game. Remember, it's not about the size of your budget or the grandeur of your facilities; it's about the heart and intention behind your actions. Be sure to listen to the full conversation with Mike Fiato on our latest episode, Guest Experience as a Strategy with Mike Fiato of Eurest. Thank you for tuning in to the Hospitality Hangout! We hope you found this blog post informative and inspiring. Stay connected for more inspiring stories, fresh perspectives, and the people who are bringing heart, purpose, and innovation to the world of hospitality.