In Customer Service Consulting, Disney’s Small World Is Growing

By Brook Barnes, The New York Times

Maryland teachers were instructed to engage children by crouching and speaking to them at eye level. Chevrolet dealers were taught to think in theater metaphors: onstage, where smiles greet potential buyers, and offstage, where sales representatives can take out-of-sight cigarette breaks.

Responding to advice from the Disney Institute, a Florida Hospital campus in Orlando hired a ukulele-playing greeter. A Florida children’s hospital was advised to welcome patients in an entertaining way, prompting it to employ a ukulele-playing greeter dressed in safari gear.

These personal service tips came from the Disney Institute, the low-profile consulting division of the Walt Disney Company. Desperate for new ways to connect with consumers, an increasing array of industries and organizations are paying Disney to teach them how to become, well, more like Disney.

Revenue from the Disney Institute has doubled over the last three years, according to Disney, powered in part by its aggressive pursuit of new business. Over the last two years alone, 300 school systems across the country have sought its advice.

Other clients range from very large entities — Häagen-Dazs International, United Airlines, the country of South Africa — to small ones: three Subway restaurants in Maine, a Michigan hair salon, a Boston youth-counseling center.

The Disney Institute recently hired a network of field representatives to sign up clients and started dispatching its executives to companies wanting help; before that, advice-seekers traveled to Walt Disney World here or Disneyland in California.

“We’re putting our people on planes all day every day, domestically and internationally,” said Jeff James, who runs Disney’s consulting branch. “Some clients are in great shape and want to improve even further, and some are truly clueless.”

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Hotels Generating More Revenue per Room for Remainder of 2012

Meetings and Conventions Driving Increases in Occupancy

Revenue per available room (RevPar) for hotels nationwide is tracking ahead 7.9 percent, based on 2012 reservations on the books compared to a year ago.  This is the highest increase in more than six months, according to data from TravelClick’s March 2012 North American Hospitality Review (NAHR).  The March NAHR looks at group sales and individual reservations for hotel stays that are booked by March 2012 for the calendar year (January 2012-December 2012).

Key highlights from the report:

• RevPar across all segments is up 7.9% (the largest increase in six months)
• Group business is driving occupancy (this is not only a good thing for the hospitality sector but good for overall business as this represents meetings & conventions)
• The second quarter at this point looks strong

Florida markets performing above average in terms of occupancy (03/12 – 02/13 vs 03/11 – 02/12) include:

• Tampa: +10.5%
• Miami: +6.5%
• Orlando: +7.8%

Average Daily Rate (03/12 – 02/13 vs 03/11 – 02/12)

• Tampa: +6.0%
• Miami: +6.1%
• Orlando: +5.6%

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Pool/Spa ADA Compliance Date Now May 15

Towards the end of the 2012 Legislative Session, FRLA senior staff and board members attended the AH&LA Legislative Action Summit in Washington, DC to become familiar with pressing issues facing the lodging industry on a national level.  During this trip they visited elected officials to discuss the necessity of extending the timeline for compliance with ADA requirements regarding pool lifts in Florida’s lodging establishments.  The meetings were very successful, and eight members of the United States Senate wrote to the U. S. Department of Justice to request the extension.

As a result of FRLA efforts and those of the AH&LA,  a 60-day extension for compliance with the pool lift requirement was extended.  In addition, the U.S. Department of Justice will publish a Notice of Proposed Rulemaking with a 15-day comment period for a potential 6-month extension “…in order to allow additional time to address misunderstandings regarding compliance with these ADA requirements….”

Celebrity Chef Michael Mina Hosts Fairchild Estate Wine Dinner

Celebrity Chef Michael Mina is will host a spectacular wine-paired dinner with Lawrence Fairchild of Fairchild Estate Tuesday, March 27. The cost is $200 per person and dinner will take place in the private tasting room of Bourbon Steak at Turnberry Isle Miami (19999 West Country Club Drive in Aventura, Florida). Cost: $200 per guest inclusive of sales tax & service charge. Valet parking is complimentary. For reservations, please call 786-279-6600 or email smills@turnberryislemiami.com. Seating is limited.

Pool ADA Compliance Deadline Now May 15

*UPDATE* -  Working with AH&LA, FRLA Board members were able to receive a 60-day extension for compliance with the pool lift requirement.  In addition, the U.S. Department of Justice will publish a Notice of Proposed Rulemaking with a 15-day comment period for a potential 6-month extension “…in order to allow additional time to address misunderstandings regarding compliance with these ADA requirements….”

Pool and Spa ADA Compliance Deadline – May 15, 2012
(Extended from March 15, 2012)

On September 15th 2010, the US Department of Justice published new ADA title III regulations which will prohibit discrimination on the basis of disability with regards to the full and equal enjoyment of the goods, services and facilities of any place of public accommodation.  “Public accommodations” include, among other things, most places of lodging (such as inns and hotels) and recreation facilities.

The swimming pool guidelines that are now part of the ADA law stipulate that any pool with under 300 linear feet of pool wall must provide one means of access, and that means must be either a pool lift or sloped entry.  In addition, any pool that has over 300 linear feet of pool wall must provide two means of access, one of which must be either a pool lift or sloped entry.

While everyone appreciates the need for the ADA, hoteliers have found it nearly impossible to comply by the deadline.  The January 31st DOJ guidelines exacerbate the problem with compliance due to the limited production of lifts and the short time allowed for compliance.

The time to act is Now!  Contact your Senator and Congressman and tell them to delay the implementation of these standards and help bring a reasonable resolution to this regulatory guideline.

Below you will find a sample letter along with the names and contact information for your local Senator and Representative.  Click on the Member and you will be directed to their website where you can access online email.  If you have any questions please contact Jason Reynolds or Christina Jones at 850-224-2250.

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