Recognizing the Impact of Disney Cast Members
Disney Parks have always been known for their magical experiences, but behind every unforgettable moment is a team of dedicated cast members. Recently, several individuals have been recognized as some of the most complimented cast members across the parks. Their work not only enhances the guest experience but also leaves a lasting emotional impact.
The Compliment Feature: A Powerful Tool
Disney introduced a feature that allows guests to submit compliments to cast members who made a significant difference during their visit. This initiative has proven to be a powerful way for guests to express gratitude and for cast members to feel appreciated. Since the program launched in 2021, over three million compliments have been received across both Disneyland and Disney World.
These messages, which take guests only about 30 seconds to send, can have a long-lasting effect on the cast members. For many, it’s a reminder of the positive interactions they’ve had with guests, reinforcing their passion for their work.
Luis Sanchez: Capturing Moments with Care
Luis Sanchez, a PhotoPass photographer at Disneyland, has received the most mobile cast compliments in the past year. He describes the feeling of receiving praise as one of “happiness” and says it brings him back to the exact moment he shared with each guest.
Sanchez emphasizes the importance of understanding his guests’ needs. He often asks questions to determine the nature of their visit—whether they’re a couple, siblings, or just friends—and adjusts his photography accordingly. For first-time visitors, he likes to take them to iconic locations, while for regulars, he finds hidden spots that offer a unique experience.
One particular moment stands out in his memory. While doing a photo excursion with a family of four, including a daughter who uses a wheelchair, Sanchez was touched by the emotional response from the mother. The daughter, who has terminal brain cancer, wanted just one photo. Within minutes, the mother was crying, overwhelmed by the joy and care that Sanchez provided. She later described the moment as the “highlight of the trip.”
Charm Lerario and Angel Flores: Educating and Entertaining
On the East Coast, two guides for the Kilimanjaro Safaris attraction at Disney’s Animal Kingdom have also earned top recognition for their work. Charm Lerario and Angel Flores are known for their engaging and informative tours, which take guests on an 18-minute expedition through the Harambe Wildlife Reserve.
Lerario expresses surprise at the impact she has on guests. She believes that her role goes beyond just guiding; it’s about making a meaningful connection. “You don’t really realize how much of an impact you have on people’s lives,” she says.
Angel Flores shares a similar sentiment. He aims to make his guests feel as though he’s sitting next to them, sharing interesting facts rather than simply reciting information. His approach helps create an emotional connection with the audience, making the experience more memorable.
The Power of Recognition
Michelle Stewart, manager of cast activities engagement & strategy, highlights the significance of the compliment feature. She notes that the ease of the mobile app has transformed how the company fuels its workforce. “They love it,” she says. “How could you not love being told that something you did five minutes ago made a great impact?”
Stewart also emphasizes the value of recognition. “I think people underestimate the value in recognition. It’s free,” she adds. “There’s no cost to recognize anybody in any job, anywhere in the world.”
Final Thoughts
The stories of Luis Sanchez, Charm Lerario, and Angel Flores illustrate the profound impact that cast members can have on guests. Their dedication and personal touch make the Disney experience truly magical. Whether it’s through capturing memories or educating guests about wildlife, these individuals play a vital role in creating unforgettable moments.
By recognizing their efforts, Disney not only boosts morale but also reinforces the importance of kindness and connection in every interaction.
