What Small Businesses Can Learn from Disney’s Behind-the-Scenes Magic
Table of Contents
1. Invest in Technology for Guest Convenience
2. Plan for Peak and Low Seasons
3. Prioritise Quality Control and Maintenance
Why Operational Excellence Matters
When you visit Walt Disney World, everything feels effortless from the perspective of those delivering the experience.
Lines move efficiently, attractions shine as if brand-new, and guests are never left wondering where to go or what to do next.
This operational excellence doesn’t happen by accident, I imagine it’s the result of careful planning, relentless attention to detail, and a commitment to delivering the best experience possible. Also this operational excellence will have evolved over time and based on customer feedback.
For smaller tourism businesses, adopting some of Disney’s behind-the-scenes strategies can help you create a smoother, more memorable experience for your guests.
Here are some to consider;
1. Invest in technology for guest convenience
Disney’s Genie+ service and mobile apps are game-changers. We used it endlessly over the last few days.
We can book ride times, view wait times, find dining options, and even navigate the parks, all on our phones. It made everything a little simpler in such a big place. We would decide on what to do next based on ride times and what we had marked as our priorities for the day in the planner.
By reducing friction in the guest experience, Disney ensures that visitors spend less time stressing and queuing and more time enjoying.
Practical Tip for Your Business:
Simplify your guests’ journey with user-friendly technology.
Implement an online booking system that allows visitors to easily reserve experiences, pay securely, and receive instant confirmations.
Provide pre-visit instructions or recommendations through automated emails or text messages.
These small investments make a big difference in guest satisfaction.
Example in Action:
A boutique extended tour operator could use an app or email system to send guests a packing list, weather updates, or last-minute itinerary changes. These proactive touches reduce stress and set the stage for a seamless experience
Here are some examples of tour operator softwares.
2. Plan for Peak and Low Seasons
Disney doesn’t treat every day the same.
During high-traffic seasons, they increase staffing, extend hours, and add special events to manage the crowds.
In quieter times, they offer promotions to draw visitors and adjust staffing accordingly. This balance ensures consistent guest satisfaction regardless of when people visit.
Walt Disney World during low season
The magic never fades, but the crowds are lighter.
Practical Tip for Your Business:
Analyse visitor trends to identify your peak and low seasons.
Use this data to plan staffing levels, promotions, and maintenance schedules.
For example, offer discounts or packages during slower months to attract visitors, and ensure your team is ready to handle peak-season demands without compromising quality. Learn more here: 7 Ways to Overcome Low Season Struggles
Build your business so it can expand, and contract based on demand.
Example in Action:
A bed-and-breakfast could create a “Winter Escape” package to fill rooms during the off-season, bundling accommodation with local experiences or meals to make the offer irresistible.
3. Prioritise Quality Control and Maintenance
At Disney, you’ll rarely see chipped paint, broken animatronics, or unkempt landscaping.
The parks are meticulously maintained to ensure that guests’ expectations are not just met but exceeded. This commitment to quality signals to visitors that their experience is a top priority.
Practical Tip for Your Business:
Regularly inspect and refresh your facilities, from signage and seating areas to vehicles and equipment.
Even small upgrades like fresh paint, clean linens, or updated decor—show guests that you care about their comfort and enjoyment.
Have you ever laid on the beds in your hotel and looked at the ceiling? The top of the curtain rods? Consider every angle - identify every view point your customers have and make a note to keep checking it.
How many times have you been to a hotel and wanted to iron and found out the ironing board cover had stains on it? Or that the hair dryer doesn't work.
Encourage customers to report damage or breakages so they can be quickly fixed or improved.
Example in Action:
A small boat tour company could schedule weekly maintenance checks to ensure equipment is in top condition.
Don't let scratched walls in your waiting area be seen by guests, jump in and fix them.
Adding thoughtful details, like comfortable seating or complimentary refreshments, can further enhance the experience.
Why Operational Excellence Matters
When guests feel like their experience is seamless and stress-free, they’re more likely to return and recommend your business to others.
Operational efficiency isn’t about being flashy, it’s about removing barriers and making every touchpoint as smooth as possible.
At Disney, the magic isn’t just in the fireworks or the characters. It’s in the small details that make every visitor feel cared for. When you care for your hotel, vehicles, boats and equipment your customers will feel valued and cared for too.
By applying these principles to your own business, you can create a memorable experience that keeps guests coming back.
Next Steps
Are you ready to elevate your operations and streamline your guest experience? Let’s talk about how you can bring Disney-level excellence to your tourism business. Together, we’ll build a plan to wow your guests and grow your bottom line.
Let’s create magic, your guests will thank you for it!
