Date

3-2015

Degree Name

BS in Recreation, Parks, and Tourism Administration

Department

Recreation, Parks, and Tourism Administration Department

Advisor(s)

Brian Greenwood

Abstract

Companies are constantly seeking new ways to keep up with the changing expectations of customers. In the hospitality industry customizing guest service to each individual guest is a step that can be taken to create lasting relationships. The Walt Disney Resorts are worth examining for their high rate of return. The purpose of this study was to analyze the best practices and success of personalizing guest experience at the Walt Disney Resorts. The researcher used a case study checklist to gather information about the efforts Disney makes to customize guest experiences.The study found that allowing guests to customize their vacation, using customer relationship management technology, and placing emphasis on training programs can positively affect guest loyalty. To continue to be an industry leader, the Disney Resorts should expand the resort options offered to guests and encourage employee empowerment to continually satisfy the needs of each unique guest.

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