Disney Great Service guidelines

Disneyland entrance
Performance Excellence was not rolled out at Disneyland.


When giving feedback, be specific, timely, sincere.



Disney’s Great Service Guidelines:

  1. Make eye contact and smile
  2. Greet and welcome each and every Guest
  3. Seek out Guest contact
  4. Provide immediate service recovery
  5. Display appropriate body language at all times
  6. Preserve the Magical Guest experience
  7. Thank each and every Guest


History lesson: 

Originally debuted to provide Leaders a coaching and development tool.

Originally called Disney’s Guest Service Guidelines.

Changed Guest to Great because too many backstage Cast thought the guidelines only applied to Guest-facing Cast.

This was one of many new Leadership and Employee tools created after Judson Green flipped upside down the organization pyramid we fondly recall as Performance Excellence.


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By jeff noel

Retired Disney Institute Keynote Speaker and Prolific Blogger. Five daily, differently-themed personal blogs (about life's 5 big choices) on five interconnected sites.