Salvador, Rachelle Mae Q.

BSITM TTO 4-1Y-5

Give an example service organization or scenario that shows/exhibits the importance

of guestology.

Walt Disney thought that going to an amusement park could be like going to a theater - in other
words, seeing a performance. The Guests' experience of advancing through a narrative, of living
out a graphically conveyed story, Walt saw as a way to connect the wide range of attractions he
envisioned for his new sort of park. Guests would meet and engage with their favorite Disney
characters as they traveled through their stories, and these characters would be changed, as if by
magic, from their two-dimensional cinematic existence into this unique three-dimensional story
world. The Imagineers build spaces as designers, which are guided experiences that take place in
highly designed contexts. Guests will be able to see, hear, smell, touch, and taste things in new
ways. Imagineers, in effect, turn a space into a tale setting. It is the designers' responsibility to
present Guests with the necessary sensory information to make each story atmosphere
compelling. This means that design considerations extend beyond the attractions themselves to
include service and operations personnel, transportation, restaurants, shops, restrooms, and even
garbage cans.

The Four Keys, as Disney refers to them, are Safety, Courtesy, Show, and Efficiency, in order of
their importance. Importantly, Courtesy with visitors comes before Show, which means that
regardless of their position, employees should always be nice and engaging (not just polite) with
guests.

Employees are taught to grasp opportunities to do something unique for customers, which they
refer to as Take 5s because they do so in less than 5 minutes. Consider them to be the real-life
equivalents of such random acts of kindness. Employees are not only taught to look for Take 5
possibilities, but they are also held responsible for implementing them.