As part of the Guest Service Management course at Valencia College, each student was tasked with measuring the service experience of a company. In addition, we also provided examples of innovation in the hospitality industry. Below are a few pieces of work from this course. The first is a video showcasing how mobile technology is changing theme parks. Following that is a course paper measuring the service experience at the Walt Disney World Resort.
|Hospitality Management, Valencia College|
|Microsoft Office and Apple iMovie|
The Future of Hospitality
The video below showcases a walk-through of mobile applications that have become the standard for theme park innovation. First is a look at Walt Disney World's My Disney Experience, which enables guests the option of pre-booking FastPass+ selections for rides and shows. This is all part of a new technology initiative called MyMagic+, which allows guests the option to customize their vacation experience.
Second is a brief look at Universal Orlando Resort's mobile application. This unique theme park app allows guests the options of adding reminders and notifications for ride times, restaurants, and even where they parked their car.
Lastly, we take a look at how theme parks are leveraging social media for guest service. The Disneyland Resort is known for their unique Twitter account @DisneylandToday. This account provides real-time updates of events in the parks, and also engages with guests real-time.
Measuring Guest Service & Innovation
Featured below is a course paper measuring the service experience and innovation at the Walt Disney World Resort. Having been an employee for over three years, this unique paper peels back the curtain for a brief look at how Disney stays "Disney". It concludes with a look at the future of guest service, with some possible suggestions on how service could improve for the guests and employees.