Session Description
Exceptional guest service requires more than just a vision—it demands clear strategies and consistent execution. This session explores how parks and attractions can translate service principles into daily operations, establish effective training programs, and empower employees to create meaningful guest interactions. Discussions will cover setting service standards, integrating training into operations, and fostering a courtesy culture. Examples will highlight different approaches to service excellence, with insights into effective methods to enhance service quality and improve guest satisfaction.
Speakers
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Alan Kwok, Director, Park & Disneytown Operations, Shanghai Disney Resort
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Anthony Blitch, Director of Park Operations, Hong Kong Disneyland
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Edith Lam (ICAE), Director, Guest Experiences & Services, Universal Beijing Resort
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Olivia Kang, Manager, Compliance and Integration, Shanghai Disney Resort
Details
CEUs: 1.0
Session Time: 60 minutes
Language: American English
Key Features: Recording of live presentation from IAAPA Expo Asia 2025
Prices
| Member Status |
Price |
| Member* |
$0 |
| Nonmember |
$99 |
*Login to access IAAPA member pricing.
