From: olivia@leland.Stanford.EDU (Olivia Williamson)
Subject: Rec.Arts.Disney/LIVE! Dec 19 - Casting at WDW - LONG!!
Reply-To: rad_live@gsb.stanford.edu
Organization: DSO, Stanford University
Date: Sun, 20 Dec 92 07:48:36 GMT


Warning - this is a very long article!


The Casting Experience at Walt Disney World

Walt Disney World has somewhere near 48,000 employees, including 
professionals, trade and guildsmen, managers, and front-line "Cast Members."  
Cast Members work in diverse areas from food preparation to ride loading and 
street sweeping.  This number has grown progressively as WDW has expanded, and 
with the coming new attractions at the Disney Studio and the addition of 
nearly 4000 guest rooms at the "All Star Sports Resort", WDW's "Casting 
Department" needs to hire new Cast Members continuously.

The yearly turnover of Cast-Member-type personnel throughout the theme park 
business is close to 150%.  With even a conservative turnover rate of 10% (a 
conservative rate for any medium to large company), the sheer number of 
employees at Walt Disney World mean that someone new must be cast 
approximately every TWO HOURS just to replace attrition!  This doesn't include 
requirements due to expansion or seasonal fluctuations.  Clearly, the Casting 
Department has a significant challenge.

Just prior to the recent expansion at Disney World (Disney-MGM Studios, and 
all the new resorts), the casting group was moved from a small obscure trailer 
to one of the impressive new architectural flights of fancy located 
conveniently off the I-4 freeway.  WDW needed to place the Casting Center in a 
easy-to-reach, friendly building because expansion meant that more Cast 
Members would be needed than ever before..  The old location was a long, 
challenging drive from the freeway, and the joke was that if you could find 
the Casting Center, you were hired!

When you drive into the parking lot, a sign identifies the parking area for 
applicants "(Future Cast Members)".  The building itself is a two-story 
building remiscent of a castle.  It is long and rectangular, with two turrets, 
one on either end.  These are actually skylights, and form rotunda areas 
within the building.  There are crenellations around the top of the facade, 
with Mickey Mouse shaped cutouts.  The building is covered with a painted 
diamond pattern, leading to an "Argyle Sock" effect, which makes it very 
noticeable from the I-4 freeway.

As you enter the building, the doorknobs are shaped like the talking doorknob 
character from "Alice In Wonderland".  You enter into one of the rotunda 
areas, filled at this time of the year with a Christmas Tree.  Around the dome 
in the roof are gold-covered statuettes of various characters, including 
Alice, Mickey Mouse, and othe famous Disney characters.  As you turn towards 
the left, you see a long, carpet covered ramp leading up to the second floor 
and the actual casting area on the other end of the building.  A sign welcomes 
you to the Casting Center and invites you to proceed up the ramp.  

There are murals painted along the walls on either side of the ramp.  They 
illustrate various Disney characters (including Walt Disney himself) in 
scenes.  They are in a faux-Neo-Classical style, with artificial cracks 
embedded in the plaster.  On an arch above you, approximately half-way up the 
ramp, Peter Pan and Tinkerbell sprinkle pixie dust down, wishing you luck in 
the Casting process.  

The entire effect is whimsical and light-hearted.  The colors, design, and 
ramp effect are designed to make the building and entire process appear easy 
and non-threatening.  Most people are nervous when applying for a job (some 
are terrified!) and the design is intended to be friendly and inviting.

The Casting Center is considered a Guest Area.  The staff members working 
there wear first-name nametags.  The philosophy is that if you are not hired, 
you are always a guest at Walt Disney World.  People are also encouraged to 
keep reapplying, as staffing needs change from month to month.

The reception desk checks in potential Cast Members, taking basic information 
(your name and ss#) and invites you to wait for the next showing of an 
introductory film covering important facts you will need in order to apply.  
While you wait, there are comfy chairs and sofas, with racks of printed 
information about the types of cast positions, the Florida economy, and 
housing.  A continuously-running video presentation gives information about 
the WDW resort for applicants who may not have seen the entire spectrum of 
attractions and resorts on the Property.

When Walt Disney opened Disneyland nearly 40 years ago, he instilled a strong 
sense of theatricality in every aspect of the operation.  Visitors were 
called "Guests", and the entire operation was called "The Show."  Most 
importantly, people working there were not merely employees, they were "Cast 
Members", and were an integral part of The Show much as an actor or actress 
were cast into a role in a movie or television show.  This philosophy of 
"casting" individuals into "roles" as various types of "Cast Members" exists 
to this day as one of the fundamental traditions at Disney.

The introductory film, which we will call the "PATA film", describes the four 
most important points about working at Walt Disney World:
  - Pay
  - Availability
  - Transportation
  - Appearance
The PATA film is a real gem.  It, like every other part of the Casting 
Experience, is intended to make potential Cast Members more comfortable with 
the process.  There's a great deal of humor used.

Pay:  WDW pays between 5.25 and under 6.00 per hour for various types of 
positions.  Obviously, when they're hiring such a large number of individuals 
for similar positions, there is absolutely no flexibility in pay rates.  

WDW also hires members of trades (carpenters, electricians, etc.) and 
professionals (engineers, human resource specialists, etc.) but this is done 
through a separate, resume-submission process.  WDW received over 110,000 
unsolicited resumes last year, and hired approximately 200 from this pool; the 
vast majority of professional positions are filled internally.  WDW also hires 
talent for its entertainment operations; this again is done through a separate 
auditioning process.

Availability:  The PATA film tries to explain that because WDW is a 
destination resort that includes many hotels, "we work while people play."  
This means that many shifts are at odd hours or on weekends and holidays; it 
is not a M-F/9-5 job.  As a new Cast Member, you would be expected to work the 
shifts assigned to you, and being low in seniority you "will be seeing hours 
of the day you once only dreamed about!"

Availability also impacts available work hours.  A full-time Cast Member 
should expect a minimum of 30 hours of work per week.  A part-time Cast Member 
should expect from 5 to 16 hours of work per week.  A seasonal Cast Member 
should expect anywhere from zero to 40 hours of work per week.  Clearly, this 
could present some problem for those who require a 40-hour work week as this 
is not guaranteed in any classification, especially during off-peak periods.

Full-time Cast Members are guaranteed two consecutive days-off per week (but 
can waive this in writing to increase their work week).  Part-time and 
Seasonal Cast Members are guaranteed two days-off, but they may not be 
consecutive days.  During peak periods, overtime is available.

Transportation:  The Company makes clear that you will need to provide 
yourself a reliable, flexible form of transportation, and to bear in mind that 
your commute hours may not match those of public transportation or of 
potential carpools.  

Appearance:  This is the big one.  The film describes some of the basics of "
The Disney Look", a Company policy book that you receive once you're hired.  
In brief, the film shows several examples of proper appearance, and notes 
important aspects of "The Disney Look" so that you might consider if they 
conflict with your personal values.
This is a brief, partial list of important guidelines:
  Men:
    Short hair above collar and ears; no facial hair other than
      sideburns no lower than bottom of earlobe.
    No earrings.
    Plain black leather lace oxford shoes with a defined heel
      and black socks.
  Women:
    Neatly combed hair, easy to maintain.  
    If teased, keep to minimum.  Cannot fall forward over face.
    Makeup restricted to "natural look"; foundation, light blush, 
      mascara only.  No eye liner or eye shadow.
    Natural color lipstick.
    Fingernail polish: clear or flesh-toned cream shades only.
      Dark red, frosted, gold or silver not permitted.
    Fingernail length: 1/4" beyond fingertip.
    Shoes: Black shoes with plain toe and defined heel.
    Stockings: worn at all times; natural tone 
      (note: opaque stockings were recently approved under 
      some circumstances).
    Earrings: max. size 3/4" dia., one per ear, must match.
      Gold, silver, or color that matches costume only; no hoops.
    Conservative tie clips permitted.
  Both:
    Deodorant/antiperspirant required.  Light cologne, aftershave,
      perfume allowable; heavy scents or use discouraged.
    Hair color: one natural shade (no odd colors or streaks, or
      frosting).
    One ring per hand (except for wedding/engagement sets
      which count as one).
    Wristwatches permitted.
    No visible tattoos.
    Sunglasses not permitted (except as required by job)
      to preserve eye contact.  Silvered lenses prohibited.

The film also tries to convey that beyond attractions, hotels, restaurants and 
other facilities at WDW, Disney World IS PEOPLE and that Cast Members are one 
of the most important parts of the show.  

Full-time benefits begin after 90 days of continuous employment, and are 
generous.  The film tries to impress upon you that for every dollar you are 
paid, The Company spends an additional $0.39 on benefits.  Cast members are 
also served by the Cast Activities Department, which offers significant 
discounts at stores and attractions in the Orlando area, and operates a 
private recreation area known as Little Lake Bryan.

After the film ends, everyone is given a personnel folder (Record Card), 
application form, information sheet, and a simple Math Test.  The application 
looks like any job application-- name, rank, serial number, experience, 
references, etc.  After completing the application, you are given an interview 
time the same day or another day at your option.  

The math test is a test of basic arithmatic skills required for cash handling--
i.e. can you make change?  If you do not wish to complete the math test or do 
not satisfactoraly complete the math test, this does not remove you from 
consideration; you will be offered positions in areas not requiring cash 
handling.

The interview lasts approximately 15 minutes, during which you are asked 
questions about why you are looking to work at WDW, and confirming your 
understanding of the PATA items.  Casting uses the modern "behavioral 
interviewing" technique; it is not supposed to be a grill session.  
Interviewers are most often outstanding, experienced hourly cast members that 
have been temporarily assigned to the Casting Center.  This guarantees that 
new Cast Members fit the profile required; no one knows what it takes to be a 
Cast Member than a real Cast Member!

If you fit the profile they are looking for, you are hired on the spot during 
the interview.  You are (usually) offered the choice of three types of Cast 
Member positions (from those being cast that day), and a starting date 
(usually immediately) is established.

The next segment describes the first few days of work at Walt Disney World.
Segment (C)1992 Arnold Tang & Olivia Williamson
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