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DISNEY FOUR KEY CARDS
WALT DISNEY WORLD RESORT; MAY-AUGUST 2013
The ‘Four Key’ Cards are special index sized cards given to cast members who
exemplify one or more of the four basic factors of great customer service: Safety,
Courtesy, Show, and Efficiency. These cards were given to me by my managers and
supervisors during my time in the Disney College Program.

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MAY 31.2013
Received For: Courtesy & Show
“Great job learning and singing the song. Keep it coming.”
Part of my position as a food and beverage cast member was to ensure that guests
not only received great customer service, but felt appreciated and special during
their time in our restaurant. One way we could help accomplish this was to sing a
special birthday song to all guests who approached the counter wearing a ‘Happy
Birthday’ pin. I received this Key Card for memorizing the song and performing it
with enthusiasm and a smile.

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JUNE 1, 2013
Received For: Efficiency
“Thank you for doing a tray run and keeping up on the counter when we got busy.”
Our restaurant was often very busy in the summer, and every cast member had to
do their part to ensure we could continue to offer our guests fast and friendly
service. Some of the duties I would pick up when things got busy would include
collecting trays on grounds and then washing them quickly so they could be used
again, and assembling orders at the counter.

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JUNE 21, 2013
Received For: Courtesy & Show
“Being at all times on the green zone at counter, great interaction
with guests and for doing the birthday speech.”
The counter is divided into three zones: the red zone, the yellow zone, and the green
zone. Cast Members are encouraged to stay in the green zone as much as possible to
interact and attend to guests, especially during slow times. The red zone is the back
counter where some food preparation takes place, and the yellow zone should only
be entered when running food between the prepping counters and the guests.

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Received For: Courtesy
“For having such amazing guest interaction moments. Thanks
for all you do!”
I received this key card from a manager who was visiting the park with her family.
I was unaware she was also a cast member, and provided her great service. She
filled out the key card and gave it to my supervisor.

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JULY 5, 2013
Received For: Courtesy & Show
“Thank you for being awesome on the counter! Great job
interacting with guests! Keep it up!”
Working on the counter and interacting with guests was my favorite part of working
for the Walt Disney Company.

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JULY 14, 2013
Received For: Courtesy & Efficiency
“Thanks for being flexible on closing last night. I appreciate it.”
I received this key card for agreeing to extend my hours and close on a very busy
day.

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JULY 15, 2013
Received For: Show
“Doing the birthday song in the dining room after missing that
guests at the counter.”
This is a Key Card I received from one of my favorite moments working for Disney. I
was working at the counter one day when a little boy walked up with a Birthday pin
on his shirt. I performed the ‘Happy Birthday’ song for him, and while the family
seemed to appreciate it, I could tell something was wrong. I watched them walk
away, and then quickly realized the birthday boy had a twin brother, who was
saving a table for the family in the dining room while they were ordering the food.
He was also wearing a ‘Happy Birthday’ pin. I gathered up as many cast members
as I could and led them out onto the dining room floor, up to their table and gave
the twin brother his own ‘Happy Birthday’ song performance. Later, I received this
Key Card and praise from my supervisors and managers.