Guest Relations

Disneyland Guest Relations is a department of The Disneyland Resort created to address concerns or problems and to provide park information to visiting guests or guests planning a trip. In addition they also conduct tours of the park to the general public as well as a variety of VIP's, including visiting celebrities and dignitaries. Also included in the department is the Resort's Lost and Found. The department on average employ's approximately 80 to 100 Cast Members, Team Leads (supervisors), and management. Cast Members are easily identifiable throughout the Resort by their infamous Plaid costumes and are often referred to as 'The Plaids'. There is a Guest Relations Department in every Disney Park worldwide. Until 1978 only females were allowed to be in the department and give tours.

History

Disneyland has always had some form of Guest Service. Walt Disney created the Park with the intent to give visitors the opportunity to relive the past, and to explore fantasy and the future in a perfectly controlled environment. But he realized that some of his Guests would need special help to enjoy their visit.

Some parents would become separated from their children; some people would lose their belongings; some would feel that certain things impeded their enjoyment of the Park; some would want information about Disneyland; and some would simply need to feel that Walt Disney had a personal interest in them.

In 1955, two departments provided service to Disneyland’s visitors. Security operated facilities for lost children and lost belongings, as well as the gate for Guests who had complimentary admission to the Park. The other department was actually three departments grouped into one: Customer Relations (the department title), Entertainment, and Publicity.

In addition to coordinating entertainment, press releases, and other Guest business activities, it also expanded the concept of Guest Service. Upon requests from top management, they offered complimentary VIP tours of the Park, hosted by one of their three hostesses. These tours were designed to furnish foreign and domestic Guests of the Company with an informative and entertaining visit to the Park. The department operated City Hall, an office designed to receive comments from the Park's visitors, and to resolve any problems the visitors might encounter during their day. The office secretaries answered telephone calls and letters requesting information about Disneyland.

As interest in the Park grew, so did the demand for Guest Service. In 1957, telephone calls to the department had increased to such an extent that the hostesses, when not on tour, were assigned to answer them. In 1958, the VIP tour service was expanded to include Guided Tours of Disneyland, available to the general public. In 1961, VIP hostess tours were augmented to include the guests of various companies desiring to provide them a special visit to the park.

By 1964, Guest demand had become so great that it became apparent that the services provided to the Guests would be more effective if they were consolidated into one department. The Guest Relations Department was formed. Since that time, as well as during its formation, the members of this department had provided the important personal touch to millions of Guests. For in a variety of ways, the Guest Relations hosts and hostesses have made the visitors to Disneyland feel that they are not customers, but rather Guests.

City Hall/Lobby

City Hall and the Guest Relations Lobby are offices home to the Guest Relations Department of The Disneyland Resort.

City Hall is located on Main Street, U.S.A by the entrance of Disneyland. The Lobby's functions are almost completely identical to that of City Hall's but is located in her sister park, Disney's California Adventure. There are similar buildings often called 'City Halls' at every Disney Park worldwide. Inside, Guests are invited to ask questions or get park information.

These two offices are also the primary locations at the Resort for currency exchange. Guests are also able to exchange currency into Disney Dollars which are a form of cash to be used in Disney Theme Parks and cruise ships. Disney Dollars are a form of revenue for the Company because it is determined that some will never be redeemed or exchanged because people tend to either forget, loose or collect the 'funny-money'. Personal checks may also be cashed at these locations at no charge.

For people celebrating a special occasion at the Resort, City Hall or the Lobby is often their stop. Inside Guests may receive a complimentary button indicating what special day it is. On birthdays, in addition to a button, people may receive a special telephone message from Goofy sending best wishes. For anniversaries and honeymooners, the phone call is from Mickey and Minnie Mouse.

Visitors to the park with problems or concerns also report here to voice their concerns and seek a resolution. The Guest Relations Cast Members are specially trained to be able to deal with disgruntled patrons. Because of the variety of concerns and questions received by these Cast Members, they arguably have higher authority over regular Cast Members in other departments. Included in this authority is Guest Relations' right to provide admission refunds, rain-checks, front-of-the-line passes and other forms of compensation. Other forms of compensation include free food and merchandise. On the contrary, City Hall or the Lobby is where Guests are directed who desires to leave a compliment for exceptional Cast Members throughout the Resort.

Other services available at these locations are the Guest Relations Cast Member's ability to make reservations for Guests for tours, dining and hotel accommodations, upgrade/downgrade tickets, provide city transportation/directional information and fun-facts or trivia about the park.

Guests With Disabilities

Disneyland is a popular destination for Guest with disabilities and special needs due to its wonderful services. Upon arrival to the park these particular Guests are encouraged to visit either City Hall or the Lobby to inquire about possible special accommodations. Cast Members at these locations are able to provide a 'Guest Assistance Card' to those who require special services throughout their visit. Through a combination of this Guest Assistance system and a variety of other tools, Guest Relations is able to accommodate to people with visual, hearing, mobility or mental disabilities.

For Guests with hearing or visual disabilities, City Hall & the Lobby can provide for a small deposit, a headset or handheld device which would either read or subtitle the dialogue for most attractions.

Many Disneyland Resort attractions offer access for Guests with wheelchairs or mobility disabilities. Depending on the attraction, a different type of access may be available. Attractions are either have an ambulatory requirement which requires the Guests to walk by themselves or be assisted by members of their party to board an attraction, are wheelchair accessible so that Guests may remain in their wheelchair during the experience or require the Guest to transfer from their personal wheelchair to a ride vehicle.