Lee Cockerell

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Lee Cockerell

The former Executive Vice President of Operations for the Walt Disney World Resort.

He led a team of 40,000 Cast Members, was responsible for the operations of 20 resort
hotels, 4 theme parks, 2 water parks, a shopping and entertainment village, a sports
and recreation complex.

He also directed the ancillary operations which supported the number one vacation
destination in the world as the Senior Operating Executive for nine years.

One of Lee’s major and lasting legacies was the creation of Disney Great Leader
Strategies which continues on as the primary resource for developing the 7,000
leaders at Walt Disney World.

He held executive position with three of the best customer service organizations,
Hilton Hotels, Marriott International, and The Walt Disney Company.

Lee Cockerell is one of the most admired leaders in the hospitality and entertainment
business and famous for his distinguished customer service training.

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Learn how Disney creates a magical experience for millions of guests around the world

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Overview

How do you create magic in business? The spark of creativity, the formula for growth, and the secrets to success are the hallmarks of the Disney organization, secrets which Disney shares through their Institute. With proven Disney strategies, best practices and real life examples and techniques that create a culture and environment of excellence; learn how to build an organization that provides world class customer service and become an outstanding leader: the kind that inspires employees, delights customers, and achieves extraordinary business results.

Who Should Attend

Besides CEO’s, Directors and Senior Managers, this seminar is for all those who are keen to improve individual and organization performance through learning how to develop the world’s most engaged, loyal and customer centric employees.

It’s not the magic that makes it work;
It’s the way we work that makes it magic.
–Lee Cockerell
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In this seminar, you will learn

How to think about and implement the customer rules which will set your organization apart from YOUR competitors.

The Ten Common Sense Leadership Strategies that make Disney the best service brand in the world.

1. Remember Everyone is Important
2. Break the Mold
3. Make Your People Your Brand
4. Create Magic Through Training
5. Eliminate Hassles
6. Learn The Truth
7. Burn The Free Fuel
8. Stay Ahead Of The Pack
9. Be Careful What You Say and Do
10. Develop Character

The four customer expectations.
The four employee expectations.
The importance of purpose and role in the show.
The art of storytelling in training.
The customer experience cycle.
The four competencies which are vital for success.
The importance of setting standards and enforcing them.
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