The Hong Kong Disneyland Papers
[Ming Pao] February 18, 2005.
Hong Kong Disneyland will open in September. Apart from accepting hotel bookins already, they have gone into the peak period of hiring new employees. But the performers (which is how Disney calls its workers) have to fit the Disney look from head to toe. The men cannot have the Nicholas Tse style of haircut that covers half the face, they cannot have the moustache style of Commerce and Technology Secretary Tsang Chun-wah and they cannot have Elvis Presley-style sideburns. For the women, their nail polish are regulated, with black, gold and silver colors being barred and the currently fashionable flowerly styles too.
According to information, each hired Disneyland performer will receive a handbook on the Disney look which details the regulations from head to toe. Not only the females are subject to a lot of regulations, but the men have detailed requirements as well.
The theme park requires that the male performers cannot have goatees or beards. Moustaches are allowed, but they must reach the edge of the mouth on both sides although they cannot reach the lower lip. Thus, Tsang Chun-wah would have failed.
As for the haircut for male performers, the hair must not cover up the eyes, the ears or the shirt collar. Excessive long hair cannot be pulled back behind the ears, so that singer Nicholas Tse or Taiwan entertainer Zhou Yu-min's long hair are unacceptalbe. As for sideburns, they cannot grow outwards and they cannot be wide below than above, which means that Elvis Presley's sideburns would be unacceptable. It is currently fashionable to dye one's hair. While Disney does not ban their performers from hair-dyes, it is not acceptable to have rainbow-colored hair.
As for the female performers, hair longer than the shoulder must be bundled up. It is also not acceptable to go bald in the manner of entertainer Karen Mok once up a time. If they have to wear uniform, then they must not have more than three hair clips which cannot be used for decorative purposes. As for finger nails, they must be no longer than 6 centimeters, the nail polish must not be gold or silver nor the currently fashionable flowery patterns. As for ear rings, they must come in pairs with only one ear ring allowed by the ear lobe.
For those female performers who do not have to wear uniform, they cannot wear necklaces. Apart from a wedding ring, only one ring is allowed per hand. They must not wear sneakers, sandals or western-style books.
All performers must have friendly smiles and make direct eye contact. Unless they have approval, they cannot wear sunglasses. All uniformed performers cannot carry mobile telephones or pages unless they have explict prior approval.
The Hong Kong Disneyland spokesperson said that the theme park requires workers who perform, sell merchandise or serve food to wear uniforms. All other workers must be properly dressed as well. But she added that Disney will not conduct daily inspections as in schools. Instead, she believes that the workers will regulate themselves.
(Ming Pao) February 18, 2005.
The workers at Disney theme parks all have smiling faces and convey the feeling of happiness. The secret is believed to come from the "seven customer service guildelines." Apart from instructing the workers that they must have the "Big Smile," there is another guideline that ensures that the customers will have a perfect "magical experience" is to bar workers from relating their personal or professional problems in front of the customers.
Disney has strict rules on the conduct of their performers. While it is understood that "the customers are not always right, nevertheless they are always the customers" so one must not insult or argue with them. In the Disney rules, only approved performers can accept tips from the customers, and they cannot actively solicit tips. In their daily routine, the performers must obey the rules and regulations, and violations can lead to job dismissal.
The guidelines state that the performers must have the shining smiles of the Disney cartoon characters. Each time that they make contact with customers, they must smile and make direct eye contact, and they must be sincere when they say hello. The guidelines suggest that they use phrases such as "good morning," "welcome" and "may I help you?" to endear themselves to the customers.
Another guideline is that the performers should activiely make contact with the customers in order to establish communication. They should seek out customers who require assistance, listen to their needs, answer their questions and offer help. If they unable to provide the appropriate help, they should ask other performers for assistance. Their body language, tone and outer appearance should express sincerity and friendliness, and they must sincerely thank every guest.