PRESENTS
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28th, 29th February & 1st March 2012 Leeds Royal Armouries
28th, 29th February & 1st March, Leeds Royal Armouries Tel: 0191 241 4523
Email: disney@exclusivetraining.co.uk www.exclusivetraining.co.uk
All images Š Disney
Disney Institute is coming to Yorkshire and Humber, offering an exclusive opportunity for you and your team to learn from one of the world’s most respected brands on your doorstep. Disney Institute is here to deliver world-class training to enhance leadership, service and business skills; appealing to senior executives, managers and entrepreneurs from established enterprises in Yorkshire and Humber, especially
We have three workshops available: Disney's Approach to Leadership Excellence 28th February 2012
Disney's Approach to People Management
those in the tourism industry.
29th February 2012
These training workshops will consist of showcasing the
Disney's Approach to Quality Service
powerful strategies and business models that are the
1st March 2012
cornerstones of Disney’s long-term success; you will learn how to apply Disney’s innovative approach to your owvn organisation for immediate results.
28th, 29th February & 1st March, Leeds Royal Armouries Tel: 0191 241 4523
Come and learn the Disney Institute way!
Email: disney@exclusivetraining.co.uk www.exclusivetraining.co.uk
All images © Disney
How the Training Workshops make a Difference... Yorkshire Presents Disney Institute offers a real opportunity to learn from the best, but we know you want to see practical results for both you and your team. Feedback from a previous event, held in the North East of England, gave exceptionally positive results. See some of the expected outcomes for your business... Improving business and workplace performance through higher staff motivation levels, helping staff retention Imparting skills and knowledge to bring a structured approach to passing information to other team members. “The Disney training has given me more confidence in my ability to structure the team and the business, and the future company vision will be structured around this.” (CEO, Visitor Attraction) Continuous professional development for tourism employers and employees which will enable them to build better and more professional businesses. Increased awareness of the value of Benchmarking against World Class tourism operators. “Because the training had the Disney brand association, I found staff were more accommodating to the ideas I have implemented as they know it has worked at the very highest level.” (CEO, Transport Operator)
28th, 29th February & 1st March, Leeds Royal Armouries Tel: 0191 241 4523
Email: disney@exclusivetraining.co.uk www.exclusivetraining.co.uk
All images © Disney
What previous attendees have taken away from the training workshops... The course helped learners to train and coach employees and generally have a more positive attitude towards training and career development. “The training was excellent and highly relevant to our needs. I have implemented a number of new systems and techniques, specifically around staff, which I learnt at the course, and I intend to introduce many more. My only regret is that I didn’t take my senior team.” (Hotel Operator) Learners thought that the training would contribute to creating a culture and reputation for customer service excellence in their business. “As a result of the training we will be looking at different business opportunities and providing a better service.” (SME Owner) All learners have already or are likely to change working practices positively as a result of working with Disney Institute. “It gave me much to think about, and I plan to change our induction process as a result.” (Restaurant Owner)
28th, 29th February & 1st March, Leeds Royal Armouries Tel: 0191 241 4523
Email: disney@exclusivetraining.co.uk www.exclusivetraining.co.uk
All images © Disney
Disney’s Approach to Leadership Excellence An organization's success depends on the performance of its employees. Each day, employees have the opportunity to create value for customers and enhance the bottom line. But employees can't make all these decisions on their own, they need the guidance of leaders. Organizational leaders are critical for providing the strategy, values and passion that keeps employees moving in the same direction. The Disney organization's accomplishments can be traced to the combined efforts of everyone involved. As Disney leaders demonstrate the Company's core values, Cast Members
During the day... Discover proven Disney leadership strategies and best practices. Develop and communicate your leadership vision. Apply the strategies Disney leaders use to foster individual responsibility across your organisation. Inspire commitment and leadership in others. Implement your own action plan to align your vision and goals.
reporting to those leaders know the behaviors they should exhibit to enhance their own success. Accountability and buy-in from every leader in the Company ensures that all Cast Members work to create positive Guest experiences, which leads to enhanced financial results. The goal of this program is to share ideas and strategies that you can use to lead your organization to the same level of success.
28th, 29th February & 1st March, Leeds Royal Armouries Tel: 0191 241 4523
Email: disney@exclusivetraining.co.uk www.exclusivetraining.co.uk
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Disney’s Approach to People Management When Walt Disney and his brother Roy O. Disney founded their animation studio in 1923, they had little experience of managing a business. What they did have was Walt's dream of creating happiness through entertaining experiences and Roy's business acumen. That combination of talents was the foundation of the Disney management style. It included the elements of creativity, innovation, risk-taking, and finding employees, or “Cast Members”, who would help bring the
During the day... Discover how to train, develop and retain employees. Develop techniques to find the right fit for the right employee. Build a sound organizational culture. Develop consistent quality training programmes.
dreams to reality.
Communicate your goals to everyone at every level.
Disney management philosophies and practices have evolved
Create an environment of caring and celebrating success.
over the years to keep pace with the growth of the Company. Through all that growth, Disney management has been watchful of the Disney image, a valuable part of Walt's legacy. His dream of “clean, friendly, fun” experiences lives on in the faces of Cast Members at Disney and the happiness they create each day.
28th, 29th February & 1st March, Leeds Royal Armouries Tel: 0191 241 4523
Email: disney@exclusivetraining.co.uk www.exclusivetraining.co.uk
All images © Disney
28th, 29th February & 1st March, Leeds Royal Armouries Tel: 0191 241 4523
Email: disney@exclusivetraining.co.uk www.exclusivetraining.co.uk
All images Š Disney
Disney’s Approach to Quality Service
During the day...
“I knew if this business was ever to get anywhere, if this business was ever to grow, it could never do it by having to answer to someone unsympathetic to its possibilities, by having to answer to someone with only one thought or interest, namely profits. For my idea of how to make profits has differed greatly from those who generally control businesses such as ours. I have a blind faith in the policy that quality, tempered with good judgement and showmanship, will win out against all odds.” Walt Disney, speaking to studio staff, February 10, 1941. Much attention has been focused on the delivery of service as a competitive advantage to any organization. Consumers'
Develop an organizational culture that supports consistent delivery of quality service. Evaluate the Disney approach and tailor it to your business. Design quality service standards and processes to raise customer satisfaction levels. Create metrics to gauge the needs, perceptions and expectations of customers. Implement a strategic plan for monitoring delivery of seamless customer experiences.
experiences of quality service have increased dramatically in the last few years. In fact, price, quality, and special features of a product, while important for initial interactions, are not
"The entire day was exceptionally well delivered, with passion,
enough to ensure repeat business. Why? People don't just
humour and insight into the workings of a world leading
buy things - they buy expectations about performance and
service provider. I returned to the hotel energised and
service.
refocused on what is truly important in our business: amazing and delighting guests"
28th, 29th February & 1st March, Leeds Royal Armouries Tel: 0191 241 4523
Email: disney@exclusivetraining.co.uk www.exclusivetraining.co.uk
All images © Disney
Booking Disney's Approach to Leadership Excellence Tuesday 28th February 2012
Disney's Approach to People Management Wednesday 29th February 2012
Disney's Approach to Quality Service Thursday 1st March 2012
Ticket Type
Cost
One person, one day
£250
One person, three days
£690
Bring the Team - 8 people, one day
£230 per person
Bring the Team - 8 people, three days
£210 per person per day
All prices plus VAT
To make your booking now, please visit the website: www.exclusivetraining.com or call 0191 241 4523 28th, 29th February & 1st March, Leeds Royal Armouries Tel: 0191 241 4523
Email: disney@exclusivetraining.co.uk www.exclusivetraining.co.uk
All images © Disney
Key Stats* Tourism is worth over £6.33bn in Yorkshire and Humber in 2009 and accounts for 7% of the regional economy. Visitor spend in rural areas is 42% (£2.7billion) of the total visitor economy spend. This visitor spend contributed £3.21bn Gross Value Added (GVA) to the regional economy. This means that the tourism accounts for 3.6% of total regional GVA. Business visitors generate 30% of tourism GVA in the region. 133,000 people are directly employed in the tourism sector in the region. The sector comprise predominantly of small businesses. (in Yorkshire and Humber 80% of tourism businesses have less than 10 employees) The tourism directly and indirectly generates 165,000 full time equivalent jobs for the region. This represents 7.4% of all jobs in the region. Over 200 million visits are made to Yorkshire and Humber every year. In 2011 66% of them were day visits and 34% overnight stays.
*Sources: Regional Visitor Survey 10/11 Yorkshire Tourism Economic Impact Model 2008 & 2009 Office for National Statistics (ONS)
28th, 29th February & 1st March, Leeds Royal Armouries Tel: 0191 241 4523
Email: disney@exclusivetraining.co.uk www.exclusivetraining.co.uk
All images © Disney
Hosted in partnership with
Yorkshire Presents Disney Institute c/o Benchmark Communications 14 Blandford Square Newcastle upon Tyne NE1 4HZ Tel: Email: Web:
0191 241 4523 disney@exclusivetraining.co.uk www.exclusivetraining.co.uk
Yorkshire Presents Disney Institute will be held at Leeds Royal Armouries Armouries Drive Leeds West Yorkshire LS10 1LT
Funded through the Rural Development Programme for England