rom hotel concierges to executives, every Disney World cast member begins with the same training in creating “magic” for guests.
Disney characters connect with boy who is deaf through hugs and ASL
Luca, who is deaf, gets hugs and a signed greeting from Woody and Bo Beep on his first visit to Disneyland.
- Walt Disney World employs over 80,000 cast members, making it Central Florida’s largest employer.
- All new hires, from hourly workers to executives, attend a day-long orientation called “Traditions” at Disney University.
- After initial training, employees receive role-specific, hands-on instruction in mock environments like hotel lobbies and guest rooms.
LAKE BUENA VISTA, FL — Ryan Pragano isn’t a magician, but he may as well be. After all, he works at the Most Magical Place on Earth: Walt Disney World.
“I do enjoy that I am part of the magic,” the guest experiences manager told USA TODAY.
Roughly 80,000 cast members work at Disney World, which describes itself as Central Florida’s largest employer.
Each one makes magic in their own way. And while magicians never reveal their secrets, USA TODAY was invited to peek at how they learn the trade in a rare tour of the resort’s on-site employee training facility, Disney University.
Starting at Disney
“We start with Traditions, which is our global orientation program,” Anne Myers, executive director, Talent Planning and Learning and Development, said during a high-level media preview. “It really is an opportunity for us to share really the culture and the values that we really focus on here and bring to our guests.”
Through a mix of instruction, interactive discussion, and in-field observation at Magic Kingdom, the day-long course introduces new cast members to the legacy they’ve inherited, the shared goal of creating happiness, and Disney’s five keys or principles: safety, courtesy, inclusion, show, and efficiency.
All new cast members undergo a version of this training, regardless of whether they’re an hourly worker starting at an average of $19 to $23 per hour at the Florida resort or a top-earning executive.
“From Traditions, you go into your role-specific training, which is where we are able to really kind of help develop skills for and train our cast members, where they gain confidence before they get onstage and interact with our guests as well,” Myers said.
Learning labs inside the Disney University building offer cast members hands-on training with veterans in their respective fields.
During USA TODAY’s visit, housekeeping cast members demonstrated how they make beds in a mock guest room, while concierge cast members role-played scenarios in a lab designed to look like a hotel lobby. As they did, they explained how they wove Disney’s five keys into their responsibilities.
Advancing at Disney
“For any of our cast members who want to stay and continue their career here at Disney, we also offer professional development and specifically leadership development at Disney University for all levels of leaders,” said Myers, whose own Disney career began 33 years ago “on roller skates” at the Sci-Fi Dine-In Theater at Disney’s Hollywood Studios.
Disney notes roughly three out of five Disney World leaders started in hourly roles.
Pragano started part-time in attractions at EPCOT after high school. He said his dad was already working for Disney and had told him it was a great employer.
“What’s kept me at the company is just all the relationships that I built along the way and all the support I’ve had,” he said.
As he’s advanced in his career, Pragano has continued taking classes at Disney University, earned a bachelor’s degree through Disney’s educational partnerships and is now more than halfway to a master’s degree covered by the company.
He’s also gained experience opening new lands and recently spent a couple of months in Singapore working with the Disney Adventure ship, which he called super exciting.
“Now as a leader, I feel like that is something I’m able to do for my cast as well,” he said about the chance to tap others for opportunities.
Staying at Disney
Pragano has now worked at Disney World for more than 13 years.
Every year of service is recognized, but Disney goes all out for big anniversaries.
“When they do those service celebrations, when they completely shut down a park to give back to all their cast members that have hit those huge milestones, it’s something so iconic,” Pragano said.
Throughout the year, cast members enjoy perks like free park admission and cast member discounts as well as giveaways and surprise-and-delight moments by the resort’s roving Pixie Patrol.
But that’s not what has kept Lori Martino at Disney World.
“I’ve raised my two sons, now 11 and 16, while building my career here,” said Martino, who started in the Disney College Program 24 years ago and is now proprietor of Magic Kingdom Food and Beverage. “Resources like The Learning Centers, with flexible scheduling and weekend childcare right on property, gave me tremendous peace of mind.”
As her kids have grown, they’ve benefitted from other programs like the resort’s summer camp for cast members’ kids.
“That culture of care, and the way Disney invests in families, is what has inspired me to stay, grow and build a career here for more than two decades,” she added.
The average tenure for full-time cast members in “professional, leadership and skilled roles” is 12 years at Disney World – three times the national average, according to the resort.
The reporter of this story received access to the ship from Disney Cruise Line. USA TODAY maintains editorial control of content.