Website Interviews Current and Former Disney World Executives

[WDWKOOK]

JASON GARCIA, NEWS — BY JASON GARCIA ON NOVEMBER 11, 2009 AT 8:20 AM

The website Blooloop.com has become a top Web site for news about the global tourism business, and one of its most interesting features lately has been a series of interviews with tourism industry insiders – including a number of current and former Walt Disney World executives.

Yesterday, for example, the website posted an interview with Dan Cockerell, the Disney World vice president in charge of Epcot. In it, Cockerell talks about leading by example: “People don’t care what you say, they care what you do. Since our Cast is what makes our guest experience unique and they deliver the magic, I spend most of my time finding ways to support them in their roles and making sure they can be as successful as possible.”

Even more interesting and in-depth was an interview with one of Cockerell’s predecessors, former Epcot Vice President Brad Rex, in which Rex talked about things like employee morale and working on Sept. 11, 2001. He also discusses the scrambling that followed a power outage at the park in 2002: “By flashlight, we discussed critical needs and my first thought was the Living Seas aquarium. Without filtration, I was concerned we would start to lose our animals. However, the designers had been smart enough to ensure the aquarium could operate for an extended period without power (some of the smaller aquariums needed an oil-free air supply, which we are able to provide). The most sensitive area turned out to be our Land greenhouses. Without air conditioning, the heat levels rose quickly, especially in the July heat and sun. Temperatures got so hot, sprinkler heads started to pop…”

The site also recently interviewed Steven Brown, a former Disney executive who worked on the company’s theme-park-ticketing strategies. Among the many insights from Brown: The importance of online ticketing initiatives; “Online, print-at-home ticketing is far more strategic than just an added guest convenience and a means of speeding up the front gate lines. Getting guests into the park more quickly means they can squeeze in an extra ride or maybe have time for another soda purchase.”

One other example: An interview with Lee Cockerell, the former No. 2 executive at Disney World (and Dan Cockerell’s father), who discusses, among other things, the challenges of cutting costs following Sept. 11 and an anonymous survey Disney developed for employees that asked questions such as “Do you trust your leader?” and “Would you work for your leader again if you had the choice?”

 

[WDWKOOK]

Theme Parks: Chad Emerson interviews Dan Cockerell, Vice President, Epcot


by Chad Emerson

“Since our Cast is what makes our guest experience unique and they deliver the magic, I spend most of my time finding ways to support them in their roles.”



Chad Emerson: Share with us how you got started with Disney and the leadership roles you've held.

Dan Cockerell: I started as an intern in the Walt Disney World College Program the summer of my sophomore year at Boston University. I worked at the front desk at Disney's Contemporary Resort and once I graduated in 1991, I took my first job at Epcot in parking and I’ve been with The Walt Disney Company ever since. My career has spanned across a variety of roles throughout the theme parks at Walt Disney World and Disneyland Paris. Before taking the role of VP of Epcot, I served as general manager of operations at Magic Kingdom and previously managed the Magic Kingdom merchandise department.

Chad Emerson: What do you find most rewarding in your professional life?

Dan Cockerell: My most rewarding experience happens every time I see our Cast and leaders excel in their roles. Creating an environment that enables everyone to be their best is what I strive for, and when it works, it is fantastic!

Chad Emerson: How about some notable challenges?

Dan Cockerell: At Walt Disney World, we are challenged everyday to balance the Cast and guest experience with the daily business operation. Finding the right balance is the trick.

Chad Emerson: You've taken a new position as Vice President, Epcot. How, in this new role, do you implement your leadership training?

Dan Cockerell: Albert Einstein said, “Setting an example is not the main means of influencing another, it is the only means.” I really believe that. People don't care what you say, they care what you do. Since our Cast is what makes our guest experience unique and they deliver the magic, I spend most of my time finding ways to support them in their roles and making sure they can be as successful as possible.

Chad Emerson: Let's say it’s a beautiful day in Central Florida. Share with us your perfect Disney experience.

Dan Cockerell: A perfect Disney day for my family is spent at Epcot, naturally. Our day would begin with a ride on Mission Space (especially for the kids) and Soarin' (for my wife and me), and then a stroll around World Showcase during the Food and Wine Festival. It wouldn’t be complete without cheddar cheese soup from the Canada kiosk for our kids and taking in all the flavors, sights and sounds of the 25 international featured kiosks and pavilions while we talk about old times... Finally, a nap would make it a dream come true!