|
 I
was 7 years old the first time I rode the Magic Kingdom's Jungle
Cruise attraction. I was smitten! These funny Jungle Skippers got
to ride through the jungles of the world and look at the animals
all day. How cool was that? I remember wishing then to be a Jungle
Cruise Skipper some day.
My wish was granted
many years later during my first summer break from college! (And,
really, this was by chance and not some lifelong personal
quest ...) Now I too cruised through the jungles of the world all
day! I too looked at the audio-animatronic animals over and over
again! I too told the same "entertaining" jokes
for every
boatload of guests!
Michael's Life Lesson
#909: "Be careful what you wish for!" :>)
I began working at the Walt Disney World
Resort in the Magic Kingdom during my first summer break from college.
I enjoyed it so much that year, I returned every winter and summer
break until I graduated in 1994 from The Colorado College in Colorado
Springs, Colorado. (Go CC Tigers!)
During these periods I worked as an attractions
host and new cast member trainer at the Jungle Cruise, the Haunted
Mansion, the Hall of Presidents, Splash Mountain and Thunder Mountain.
In 1995 I was accepted into the Magic Kingdom Guest Relations department.
These are the hosts and hostesses that
solve guest challenges, answer their questions on every possible
(!) topic, help with daily plans, make dining and dinner show reservations,
sell and advise ticket options, and provide spieled guided tours
for adults and families.
It is from the four theme park guest relations
departments that the Disney Special Activities (DSA) office auditions
their VIP tour guides. I was selected to be one of the approximately
95 VIP Hosts for the Resort later that same year.
Guests who want to experience a Walt Disney
World VIP tour currently pay $125 or $145 per hour for the services
of a Disney VIP host. (It can be $145 per hour if the host is requested
with less than 48 hours notice during a peak holiday season.) DSA
requires that the service be used a minimum of 5 hours consecutively,
and the guests are requested to provide meals for their host if
the tour extends.
This average fee of $1,000 to $1,250 or
more per day (or $1,160 to $1,450 or more at $145 per hour) is mostly
for the guests to personally experience the extensive knowledge
of a Walt Disney World guest relations host. They know which attractions
and shows to recommend for their guests, and they can get them there
with no concern about maps or directions.
The only guests permitted to receive "back
door" entrances to the attractions are nationally known celebrities
because it is often the only way that they and their families can
possibly visit the parks. They come
to have fun like everyone else, not to meet others, sign autographs
and pose for pictures. The company is quick to point out that this
'special' service is provided for their safety and the safety of
other guests.
During my years with Disney I hosted an
extensive variety of guests, both ultra-famous and not, and enjoyed
each and every one of them! However, as with many people that develop
the desire to start their own business, I often caught myself reviewing
aspects of our service I wished to change or improve.
Itinerary Planning
Unfortunately, Disney VIP hosts are not
allowed to have any advance contact with their own guests. I too
often found myself greeting mine at the front entrance of a
theme park, and at the busiest time of a too-late morning
with, "Hi, my name is Michael and I will be your host for the
next few days. I know we have never met, but would you please trust
me to leave here and go to another less crowded park today?"
That took quite a bit of trust on their part!
I would then scramble and do the best I
could to plan the following days for them, making as many advanced
reservations as possible despite the lack of notice. I soon learned
to not even suggest certain restaurants, entertainment, or popular
activities because there was no way to experience them without prior
arrangements made weeks or even months in advance.
Crowd and Line Avoidance For Our Guests
One might assume that we Disney VIP hosts
would be extensively trained on how to avoid crowds and lines for
our guests. After all, that's what you're mainly concerned about
isn't it? This was not the case, however. We knew which attractions
and shows to recommend, and we even knew interesting trivia about
them, but it was only our personal level of tour experience and
attitudes that led to less waiting for our non-celebrity
guests. Not a single hour of our quite extensive training was devoted
to 'how' to tour the parks; it was 'how' to be a tour
guide. Those are two completely different subjects ...
I am a very impatient person. I admit it.
It's a fault. I have a few of them. However, it was a wonderful
quality for my guests. Soon after becoming a Disney VIP host, I
began visiting the Disney theme parks on my own time and carefully
studied crowd patterns on different days of the week and at different
times of the day, talked to Disney cast members, and then applied
my learning for my VIP Tour guests. I thought it was appalling
that they should pay so much money per hour to have me waiting with
them for anything longer than 5-15 minutes. (And, as mentioned above,
I hate lines and crowds as much as anyone!)
VIP Host Limitations
It is wonderful that guests can employ
the VIP services offered through the Disney Special Activities office,
but there is only so much they are allowed to do. (This is not a
criticism because their limitations are usually understandable.)
For example, I was a VIP Host to the Saudi
Arabian Royal Family for a number of years. My personal guest was
a 10-year-old princess the first time I met her. No matter how many
times she asked, and no matter how many times I asked on
her behalf, I was never allowed to escort her entourage anywhere
off-property.
There was a level of trust developed between
her, me, and her security staff that was very important to everyone
concerned, but it made no difference to our office. I repeatedly
said, "There's got to be some way to make this possible
for them," and was always told, "No, there doesn't 'have'
to be a way. No."
Genuine Understanding of True VIP Service
I also grew more and more disenchanted
with the fact that although my guests were spending a sizable investment
to experience the best Disney vacation possible, it didn't seem
to make an appropriate amount of difference for them. (This
was in my opinion because I knew what their experience could
or should have been.) I was too many times told to say 'no'
to reasonable, simple requests that I felt should have been easily
approved. (And it was made clear that I was in no position to disagree.)
When I made suggestions to change or improve
our quality of service, I was ignored. I knew what my personal guests
desired when they reserved a VIP Tour: The most optimal vacation
experience possible and the least exposure to lines and crowds.
Our lack of contact with them before they arrived made the first
part extremely challenging, and the non-existent training
for the second part pretty much ruled out its possibility.
I only report this negativity here to share
with you the type of person I am and why I knew my ideas for unsurpassable
service would be a success. I simply wanted to provide the best
possible vacation experience for my VIPs -- hence
the name of this company!
The Disney Special Activities office provides
a good and much needed service, and many of their tour guides specifically
audition for guest relations to have an opportunity to work for
them. (I know -- I was one of them!) My feelings towards the people
at Walt Disney World, including most of the people in that office,
have never changed and never will. I certainly would not have based
my entire future on their Resort amenities if I did not have the
highest regard for the company and its cast members!
My personal quest for the highest possible
standards of service led to this unique company. I learned and experienced
a lot as a Disney VIP tour guide, guest relations host, and cast
member trainer, and would like to provide all of my knowledge exclusively
for you.
MICHAEL'S VIPS opened in 1999 and was the
first independent VIP Tour service for guests coming to Walt Disney
World and Central Florida. We are certainly not the least expensive
option, but that has never been a concern to our guests.
We have grown since my first days as a
one-man operation, and not without the help from old and new
friends at Walt Disney World, Universal Studios, and SeaWorld. I
am very excited about our future, and wished I could share all of
my goals with you. (But then you really would be here for
hours!)
No matter how many friendly Private Guides
we add to our team, and no matter how many guests we serve, the
following 'differences' will always remain true:
 Pre-Arrival
Communication: Our ability to communicate and prearrange
every necessary detail before our guests arrive results
in the best possible and memorable vacation for them. It also
gives our guests a chance to communicate with the person they
are about to spend so many hours with!
Vacation
Experience 'Ownership': We 100% understand that you live
a very busy life, and the last thing you want to worry about is
planning your vacation! We obviously know what we're doing, and
base our itinerary and park touring suggestions on years of experience
with countless VIP families. We'll recommend what's best for you
and 'take charge' once you're here. You only have to show up each
day and have a blast!
We
truly understand what's important to you: We expect our
new Private Guides to know a lot about Walt Disney World and the
other Central Florida attractions. Whatever they do not know is
thoroughly reviewed before assisting their first guests. (Having
the right attitude is THE most important quality of a MICHAEL'S
VIPS Private Guide!) We then expand that knowledge with
our time-tested techniques of minimizing their guests' exposure
to crowds and lines.
The
'Right' Attitude: Most importantly, our VIPs know that
they will never hear the word 'no' when making a request during
their vacation. There are only two answers permissible at MICHAEL'S
VIPS: "Yes, I will be happy to do that for you!" or
"I will do my very best to make it happen!" (Many of
our guests compliment us for not having to request anything ...)
There
are FUN opportunities available outside Disney World: We
are able to host our guests at any fun location in Central
Florida. (We have to draw the line at returning home with them
when the vacation is over!) Walt Disney World is the most popular
vacation destination in the world, but we also enjoy taking them
to Universal Studios, Islands of Adventure, SeaWorld, the Kennedy
Space Center, the beaches, and even on shopping excursions!
I probably should have written less, but
I wanted you to know more about the person behind the VIP service
you are about to trust with your family's vacation. I know how very
important it is to you. I hope this 'letter' and our sample list
of sincere Endorsements will assure
you that you are in capable, trusted hands.
Michael's Life Lesson
#4,147: "If you want to create something positive, believe
in yourself and your abilities, and welcome others to help
you make it a reality."
Thank you and God
bless.
|
