2001 Disney Institute

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The Student Experience: Keeping the Promise
Disney Institute

Lake Buena Vista, Florida
May–June 2001

• Introduction
• Program Highlights
• Team Composition and Size
• Meeting Dates and Schedule
• Intent to Participate and Registration
• Housing
• Transportation
• What to do at Disney World
• List of Participants
  

Introduction

With competition increasing in higher education, college leaders must  find ways to attract and retain students. Colleges and universities can benefit from the experiences of organizations beyond the education sector—as partners and as guides.

In this spirit, the Council of Independent Colleges (CIC) is collaborating with the Disney Institute to offer a program on “service quality,” tailored specifically for private college and university leadership teams. This 2-1/2 day program, held at Disney World in Florida, allows institutional teams, with peers from other colleges and universities, to learn from the strategies and philosophies that Disney uses to build and deliver a positive “guest” experience. College teams will be able to develop their own ways of promising students high quality education—a promise that communicates to students, parents, alumni, staff, and faculty members the values of the institution through every point of contact.

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Program Highlights

The program combines ideas and techniques from Disney’s experience with examples drawn from colleges and universities that have applied these approaches. Classroom presentations, team discussions, and on-site observations in Disney theme parks are also utilized.

Defining the Campus Promise. Participants will consider the keys to success in customer service at
Walt Disney World and their applicability to educational institutions.

Leading the Service Culture. By demonstrating passion for the vision, encouraging involvement, and being models of the values of a service culture, leaders can ensure employees’ commitment to the promise. Following a discussion of leadership accountability, each team will develop plans for a student-focused environment on its own campus.

Creating the Student Experience. Campus teams will examine the connection between high quality student experiences and overall organizational growth, and will be able to make connections to their own “customer” base.

Enriching the Employee Experience. Participants will explore the link between employee enthusiasm and outstanding service to students. Through discussion and field experience, teams will discover ways to gain the involvement of all campus employees in fulfilling the promise of the college.

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Team Composition and Size

Presidents must lead teams from institutions participating in this program for the first time. Institutions that sent a team to one of the initial events in the summer of 2000 may send another team this year, without the president. Institutions should determine the appropriate team size. Last year, teams ranged from three to 15 members.  With a greater number of potential dates this summer, this program should be able to accommodate even larger teams.

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Possible Dates for this year are as follows:

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Registration

ntent to Register. Since there are both a minimum number of participants (40) necessary to offer a session and a maximum number (60), exact dates will be determined by institutional expressions of intent. Accordingly, institutions must submit to CIC .

• the number of team members,

• preferred dates (see list of possible program dates; may list any number of preferences).

CIC Notification. In assigning institutions to sessions, CIC will give preference to those who first request a particular date, while trying to accommodate as many institutions as possible in some session. CIC will inform institutions of acceptance in a particular session, and institutions can then send complete institutional registrations (names of individuals and payments) to CIC.

Registration Due. CIC will send registration forms once institutions have been accepted for a specific program session. The following information must then be sent to CIC to complete the registration process:

• Provide names of individual team members and
  type of housing desired.

• Pay registration fees of  $1,525 per individual.

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Housing

Housing Reservations. The Disney Institute is unable to reserve housing until final program dates have been confirmed. Once institutional teams have been accepted for a specific program session, they must then make housing reservations directly with Disney Institute Group Reservations at (407) 827-4455.  Two kinds of accommodations are available on the Disney Institute grounds—spacious suites or townhouses in a beautifully landscaped environment with lakes, winding walkways, and six swimming pools.

• Suites (living area with kitchenette and sofa bed, one bedroom with two queen beds) are $200 (single or double occupancy) per night, plus applicable taxes.

• Townhouses (two levels; one- or two-bedroom models; two-bedroom model has one with queen-size and one with two twin beds) are $200 for one bedroom (single or double occupancy) and $285 for two bedrooms (single, double, or triple occupancy) per night, plus applicable taxes. There is limited availability.

The Disney Institute will honor these rates for three days before and after the program.

Each team attending the Disney Institute needs to make either group or individual room reservations and billing arrangements with the Disney Institute. Teams will need to provide arrival and departure dates, as well as the type of accommodation selected (suite or townhouse), and information about anyone with whom they may be sharing housing.  The Disney Institute can accommodate individual or group billing through a credit card (but cannot accommodate purchase orders). Check-in time is 4:00 p.m.

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Transportation

The closest airport to the Disney Institute is the Orlando International Airport.  Shuttle service is available between the Disney Institute and the airport through Mears Motor Shuttles, located at the airport below the baggage claim area; no reservations are required.  The shuttle runs continuously between the airport and Disney area properties.  The current fare is: adults–$15/one-way, $27/roundtrip; children ages 4-11–$11/one-way, $19/roundtrip; children under the age of three are free.

Taxi service is also available. The approximate cost of a one-way fare from the airport to the Disney Institute is $45.

Free, unlimited parking is available.  At the Disney Institute, almost everything is within walking distance, or golf carts or bikes can be rented for getting around more quickly. Complimentary motor coach transportation is provided for visits to the Disney Theme Parks and the nearby Downtown Disney area.

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While at Disney World...

Theme park tickets. Discounted multiple-day park passes will be available. Order forms will be included with registration confirmation.

What else is there to do nearby? The Disney Institute has a state-of-the-art fitness center and spa that offers massages and skin therapies (services are a la carte); golf and tennis clinics and lessons are available for an additional charge; and shopping is available at Dabbler’s at the Disney Institute and nearby at the Downtown Disney Marketplace.

Cirque de Soleil maintains a permanent show at the Downtown Disney West Side Resort.  Ticket prices are $71 for adults and $41 for children (ages 3-9), and may be purchased by calling (407) 939-7600.

Children ages 7 to 15 can enjoy Camp Disney, which offers hands-on programs and excursions throughout the Walt Disney World Resort each day.  Outdoor recreation and play areas are located on the resort grounds.

Dress is casual. Please bring cool, comfortable clothing and footwear.  The weather in Florida during the summer is hot and humid. Meeting rooms at the Institute are indoors and air-conditioned,  but part of each day will involve walking around the grounds and parks.  A hat, sunglasses, and sunscreen are recommended.

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List of Participants

Alderson-Broaddus College

Indiana Wesleyan University

Palm Beach Atlantic College

Saint Edward’s University

Siena Heights University

Simpson College

Villa Julie College

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