The following is the text of a 1962 handbook for new Disneyland employees. --------------------------------------------------- YOU'RE ON STAGE AT DISNEYLAND! May 15, 1962 Hello there! I'd like to welcome you to Disneyland. What you do here and how you act is very important to our entire organization and the many famous names of American business represented among our exhibitors. You will learn in this guide about other branches of our Disney organization...and our world-wide reputation for family entertainment. But here at Disneyland we meet our world public on a person- to-person basis for the first time. Your every action (and mine also) is a direct reflection of our entire organization. So, it's vitally important all of us thoroughly understand our responsibilities...particularly our responsibility for guest relations and safety. Think of it this way...For our guests from around the world, the curtain goes up on an all new show at Disneyland every day and you, as a host or hostess, are truly "on stage". I know you will give a courteous and friendly performance. Walt Disney DISNEYLAND WORLD SPECTACULAR SHOW DISNEYLAND is a SHOW... This IS Show Business. Disneyland is a show played on 180 acres of ground... This is a good sized theatre. We have an "OUTER LOBBY" . . . This is our parking lot. We have an "INNER LOBBY" . . . This is our Main Entrance. And then.....for each individual guest.....the curtain rises when he passes under the railroad tunnel and we present the show...Disneyland U. S. A. Within the major Disneyland outdoor spectacular show are the five realms of Disneyland, each with its own theme... MAIN STREET .... ADVENTURELAND FRONTIERLAND .... TOMORROWLAND .... FANTASYLAND As in any show, the varied talents of many trades and professions are required...both on stage and behind the scenes. To produce our Summer show requires more than thirty- five hundred people contributing 257 different types of skills and talents. Every one is important. And...on this great 180-acre stage, are presented fifty-one great names in American Business and Industry which have chosen Disneyland as a showcase for their names and products. It is a spectacular show which has been planned with infinite care and detail. And you...whether on stage or behind the scenes...are responsible for Disneyland's continued success. Like show people throughout history... Our sole desire is the happiness and safety of our guests. IT ALL STARTED WITH A MOUSE Back in 1927, a Mouse was born ... Mickey Mouse, that is! Using movie film as his magic carpet, he quickly traveled back and forth across the world. He became a famous ambassador of good will for the United States and Walt Disney. Mickey was followed by other characters and ever- expanding forms of entertainment. Typical of the pioneering spirit of Walt Disney was the bold new approach to family outdoor entertainment... Disneyland. Today, we are all part of a world-wide entertainment team. For example .... While the curtain is going up on our daily Disneyland spectacular show, other curtains are rising in movie theatres across the globe. New Walt Disney features...in addition to the timeless Disney favorites, Snow White, etc....will entertain hundreds of millions of people in nearly every country, city, town and hamlet throughout the world. Nine Disney feature comic strips appear in 1,000 world newspapers with a combined weekly circulation of 96,000,000 readers. 300 million copies of comic books and comic magazines appear in more than 50 countries. In the field of music we have 150 different titles and sold two million records last year. Disney character merchandise is shown and sold throughout the world, as are our 16 millimeter films. Yes...you are "on stage" in a show which is part of the world's finest entertainment tradition. YOU'VE GOT TO BE WITH IT You'll come walking in the "Harbor Gate" and you'll "punch in" and cross under the berm...and then, like any actor or actress, your life changes. Maybe you'll be working back stage, but it is important to remember that you are part of the show. To be "with it" in the Disneyland show, there are some important things to remember and some important terms to know. We'll tell you about them.. . It's a "FIRST NAME" Place Disneyland is a "first name" place. The only "Mr." in the Park is "Mr. Toad" . For the rest of us it's "Walt", or"Wilma", or "Willie" . Remember, it's a "first name" place. We're "FRIENDLY PEOPLE" It's not just important to be friendly and courteous to the public, it's ESSENTIAL. So, we practice being friendly and courteous with each other. Don't be a Gloomy Gus or a Grouchy Gertrude. We're "HOSTS" and "HOSTESSES". Disneyland is OUR place. The words "employee" and "supervisor" are bound to sneak themselves into our language, but it's our role and our responsibility to be HOSTS and HOSTESSES to a world public. We entertain "GUESTS" Everyone...EVERYONE...who enters our main gate is a "guest". "Customer" is a bad word. We have "Security Officers" We have men in uniform to protect everyone and to check people in and out, and to protect our guests. These men are "Security Officers". Now, if you can remember to have fun in your job...and remember the above tips... You're "with it". You're in Show Business. EVERYONE'S A VIP We've had much more than our share of Kings and Queens and Presidents and Dignitaries at Disneyland. We've had Prime Ministers, Movie Stars and Senators. You'll meet some more while you are here. You have to remember that DISNEYLAND is a world attraction...known by more people throughout the world than perhaps any other single place. We love to entertain Kings and Queens, and we scurry around entertaining them...sometimes Walt meets them at the main gate, and we have special tours and lots of security officers and all that. BUT...the vital things to remember is this - - - EVERY GUEST RECEIVES THE "VIP" TREATMENT. Yes, that man with the sport shirt and camera and wife and three children, or anyone who visits us gets the same friendly treatment as a King or Queen. We roll out the red carpet for the Jones family from Joliet, just as we would (with a few embellishments) for the Eisenhowers from Palm Springs. These "VIPS" will be from every state in the Union and burstingly proud of lt. They will represent every creed...Christian, Jew, Buddhist, Hindu, and others. They will be rich and poor, refined and unrefined. If God created them, you'll meet them at Disneyland. And each must receive the red carpet welcome. Every guest IS a King or Queen at Disneyland. This is a nice, human courtesy...a happy way to welcome people. And on the practical side, remember THIS... The Guest pays Us to make him happy. DISCIPLINES OF THE SHOW Show Business is fun and fulfilling and rewarding. But it is also an exacting endeavor which requires the toughest form of personal discipline. Your attitude...and your every action...affect the happiness of our guests. So...to be blunt about it...you can't go "on stage" unless you are set to give a pleasant, happy performance. In addition to the fact that you must discipline yourself to think of the problems of others (rather than your own)....and to be consistently courteous to everyone, we have certain basic rules which cannot be broken..... You must not report for work with even a "little" old odor of liquor on your breath, nor of course, acquire one while on duty. You must not smoke nor eat on duty..... fight.......gamble...speak loudly or profanely. You must not deliberately stand with your back to a guest, nor argue with a guest. You must not instigate nor participate in any "horseplay". Your supervisor will inform you of other disciplines of the show....and you'll just have to learn to live with them. The whole point is this....Disneyland is a happy, wholesome, family entertainment center. Millions of dollars and the efforts of thousands of people have built this reputation. We cannot risk this reputation with anyone who doesn't understand and practice our..... Disneyland Disciplines of the Show. PRACTICE SAFETY IN SHOWMANSHIP We want every Disneyland guest to leave us happier and just as healthy as when he came in. And, it is up to you and me to make sure that nothing happens to him while he is our guest...not a bump, nor a scratch nor a fall. Into every attraction, and throughout the Park, we have built in every possible safety device that modern designers can conceive. But....when 30,000 guests get together on a 180-acre stage....walking and riding and sailing and flying....it is difficult to control their enthusiasms. And, let's face it, you too may be under various pressures while performing your assignment. Remember this..... The safety of every guest is ALWAYS The most important thing to remember at ALL times If there is an accident, do this: Make the guest comfortable. Don't move him. Call First Aid. Use your talent...not as a doctor...but as a "people specialist". Control and disperse any crowd. Also, no comments nor editorial opinions are required. The Disneyland Way for a Safe Day is this: Always consider first, the safety of the guest. Always use safety devices. Always report any hazards or unsafe conditions. Above all, help continue to build our world-wide reputation for cleanliness. Do your part to keep Disneyland the spotless, beautiful place that it is. May we add...your own safety is also of vital importance to the show. Walk with care....watch your step....no horseplay....and practice habits of safety. Practice Safety in Showmanship...it's vitally important! THE DISNEYLAND LOOK As every actor or actress knows, wardrobe and personal appearance are of vital importance. At Disneyland, we know that the way we look is important to our guests. Also, the way we look makes you feel better. There is an "outside-in" benefit to good appearance. You actually feel better when you look your best. The "Disneyland Look" is a natural look. You take what nature gave you and make the best of it...without going to extremes of any kind. To acquire "the look", here is how you do it: You cannot go on stage....jangling with baubles, bangles and beads. No jewelry, in fact, except for a modest personal ring or watch. Your personal aroma is fine with a fresh deodorant....no heavy perfumes are permitted. Extremes in hair styles or hair cuts don't fit in at Disneyland. Keep it neat, not tricky. Of course, we practice the usual arts of good grooming...neat and well-shined shoes...stockings with straight seams...natural clear nail polish, standard nail length, neatly manicured. Costumes are of paramount importance. Each has been designed to fit into the atmosphere of one of our "lands" or a specific attraction. You'll be provided with your costume or uniform. Please help maintain it as carefully as you would your own clothes...perhaps even more so. One more thing..you'll be advised of your footwear. Unless required on your particular assignment, tennis shoes, "go- aheads" and other casual shoes are not allowed. So....those are the essentials of the "Disneyland Look". Remember at all times what the actor or actress knows so well....that a neat wardrobe and appearance are pleasing to the audience. And..... To please the guest is our reason for being in show business. THE POSITIVE PERSONALITY Happiness is more contagious than the common cold...you communicate your mood to others. When you're off stage, behind the scenes, you can slump or rub your aching feet....but when you are in front of the public, the pleasant Disneyland personality must shine through. Some personality traits detract from everyone's enjoyment. We've put names on these for identification and hope you never become like them. "Harried Harriet"....when things get tough she looks worried, harried, upset, and everyone around her soon feels the same way. At Disneyland, the tougher things get, the more calm and pleasant we appear. It has a good effect on everyone. "Bored Bill"......he forgets that when he looks bored with it all, he is ruining the fun for others. At Disneyland, we get tired, but never bored, and even if it is a rough day, we appear happy. "Always Right Al"..........never makes a mistake. He always defends his actions and blames everything on someone else. At Disneyland, the guest is always right, and we are quick to point out our own mistakes to guests or supervisors. You have a happy personality...Let it shine through. AN HONEST SMILE... At Disneyland a pleasant smile is a personality trademark which we use all the time in greeting and directing people. Unfortunately, a smile cannot be painted on, like lipstick. You can't turn it on and off like a water faucet. And, in fact, a "forced smile"...the "grin and bear it" type may be worse than none at all. You've got to have an honest smile. It's got to come from within. And...to accomplish this...you've got to develop a sense of humor and a genuine interest in people. There are a few tricks which will help you develop an honest smile, and here they are - - Don't take Yourself too seriously One reason people can't smile with others is because they can't smile at themselves. The first lesson in smiling...have a good laugh at yourself. You're a bit funny (or dumb) yourself sometimes. A frown won't help Maybe if you are a judge or the villain in a play, a frown or grimace will help you in your work. But generally it won't do anything but harm, and particularly at Disneyland..... the Happiest Kingdom in the World. You get paid for smiling If nothing else helps... remember that you get paid for smiling. You don't have to laugh -- just smile. Another way you can develop your smile is to use smiling phrases....... AND A SMILING PHRASE A pleasant phrase is a verbal tool of this profession. It helps make for a pleasant day for our guests and smoothes out our many relationships with our guests. "PLEASE"... for example, has a pleasant ring to it, and will smooth out the path of most requests. "THANK YOU"... requires a split second, and leaves a nice effect on any human relationship. " MAY I HELP YOU"... may be the most wonderful sound in the world to a stranger from Arkansas who is lost in Adventureland. "IT'S BEEN MY PLEASURE"... is a typical Disneyland response and an honest one -- when someone thanks us. And...just as we don't use "Mister" with each other, we don't use it with our guests. You'll find that if you pick out one person in a line and say, "Sir, would you please come this way"...he'll respond in a helpful and happy manner. We can't mention all the friendly phrases which make life more pleasant for everyone. You will have your own. Use your smiling phrases and smile when you speak them. This is our Friendly Disneyland Way of doing things. KNOW THE ANSWERS You have to remember that most of our guests are entering Disneyland for the first time. They are strangers in Disneyland. Little do they know that there are restrooms across from the "Dumbo" adventure in "Fantasyland", and that these particular restrooms are labeled "Prince" and "Princess". Remember always....that the first-time guest is just as lost and confused as you were on your first day in Disneyland. And treat every single question with kindness and courtesy. Here are two tricks for answering questions: Where possible, don't just use words. In this instance, it is polite to point. Be patient and thorough..and above all, make your answers and directions simple to understand. You are in fact, an important Public Relations representative, and answering questions is an important part of your "on stage" work. If you don't know the answers, then ask your supervisor. But, here are a few of the answers to the most frequently asked questions: Q. Is Walt ever in the Park? A. Definitely. He comes out frequently to check everything and have fun too. Q. When did Disneyland open? A. Disneyland opened on July 17, 1955. Q. How many people are in the Park today? A. This varies. During the summer we entertain about 30,000 people per day. We hosted our 29 millionth guest during the spring of 1962. That's more than the total population of fifteen of our western states. Q. Is Disneyland primarily for children? A. On the contrary, we entertain 3-1/2 adults for every child. Q. Where do the people come from? A. They come from every state in the Union, and we've entertained more than 700,000 visitors from other nations. Q. Where can I warm my baby's bottle? A. At the Baby Station on East Plaza Street in the Main Street area. Q. How many people work here? A. Our total summer "cast" requires about 3,500 people. You'll hear thousands of questions and become a walking "information booth". No matter how often you hear it, it's the first time for the guest. Be an expert... Know the Answers. YOU'RE ON STAGE And now........the lights dim, and the conductor raises his arms to lead the orchestra in the overture, the screen is going up, and you're in the wings.....set to go "on stage" in our Disneyland spectacular ! (Actually, you're probably gulping down a last cup of coffee...or brushing your hair in wardrobe.) Your audience?...it's five million people per year from every state in the Union - most countries. Don't worry - you're going to be a smash success! With the Disneyland look....the honest smile and the smiling phrase...and with your own wonderful personality, we are proud of you - and you deserve pride in yourself. You are on stage in a leading role. And...behind the scenes you will receive help and support from a friendly and efficient backstage crew. Fifty great organizations...all of the talent of the Disney organization....years of planning and experience...... all are combined to make this the - the only - Walt Disney world spectacular presented on a 180-acre stage. On with the show! You're on stage! The following text is from a Disneyland employee handbook titled "DISNEYLAND AND YOU", issued in 1965. ================================================================= WELCOME TO DISNEYLAND On July 17,1955, Disneyland opened its gates ... and arms ... to the people of the world. This dream of Walt Disney was brought to life through the combined talents of artists, engineers, scientists, architects, craftsmen ... specialists from nearly every field. The Disneyland dream is now yours to preserve ... and build. Today you join a cast "on stage" and "back stage" which numbers more than 6,000 people during our peak months. The famous phrase "Walt Disney Presents" stands throughout the world for the finest in family entertainment. To meet these exacting standards at Disneyland requires your best individual effort ... plus continuous and understanding teamwork. We hope that you enjoy your role in our show. We hope your work will be fun ... and rewarding in terms of earnings and personal fulfillment. This booklet, "Disneyland And You" is presented to you as a guide to our Disneyland way of doing things. We ask that you read it carefully. It's your show now. Give a good performance. JOE FOWLER Vice President OUR DISNEY WORLD At the very moment that you're helping a guest into a ride, or washing a table, or repairing an audio-animatronic elephant, some other member of the Disney organization is bringing Walt Disney entertainment to other people in the far corners of the World. Our far reaching and highly complex Walt Disney Productions organization spans the length and breadth of the world of entertainment, music, adventure, and education. Three little words ... WALT DISNEY PRESENTS ... are meaningful and important in any language. But there's a difference between Disneyland and any other form of entertainment. Here it's a person-to-person show, and you are a personal representative of Walt Disney and his entire world organization. ù The Disneyland show is not on film; it's fresh each day, and you are a most important part of it. ù How you act ... how you look ... what you say, and what you do is important to every artist, cartoonist, musician and technician in the organization. Right now ... as you read this ... some person in some foreign land is planning his trip to Disneyland. He'll meet you, and his enjoyment here will be affected by what you do. Let's hope we make the kind of an impression which will add to our world wide Disney reputation. OUR DISNEY WAYS Through the years ... about forty of them ... we have acquired certain Disney ways of doing things. We think you'll like them when you join in. They are: ù FIRST NAMES It's a "first name" organization. The only "Mr." in our cast is "Mr. Toad". The rest of us go by, well ... "Walt" or "Roy". ù INFORMALITY You'll find that we aren't stuffy or "square". Disneyland is a happy place. Fun and happiness don't survive in a grouchy atmosphere. ù TERMS We have our own language, like for instance ... * We don't have Customers"; we entertain "guests". * We are "hosts" and "hostesses" ... regardless of the type of work we do. ù AT WORK We have to work hard, and we certainly don't keep "bankers' hours" (even those who work at our own Disneyland Bank of America Branch). What we do and say affects the entire atmosphere of Disneyland. No person is isolated around here. ù OFF WORK We're singled out as "that person who works at Disneyland", with the result that our "off stage" life is important. What you say and how you act reflects upon our entire organization. In short, you're in show business! We feel that the fun outweighs the disciplines of this particular phase of entertainment. We hope you, too, will find it so. It's our Disney way of life. OUR DISNEYLAND SHOW Is this your first job? Or maybe you've had many of them? It's a problem either way. ù On the one hand, if this is your first job, then there is much to learn about the simple things involved in being part of a large organization. ù On the other hand, if you've had much previous experience, then there's the job of changing some habits and adapting your experience to our way of doing things. In addition, our Disneyland show has its own unique problems of organization and communication. We have more than 50 different organizations which represent the great names of American industry. We speak the "languages" of a fantastic variety of skills, and we are widely scattered over more than 185 acres of ground. It's for this reason that consistency in policy, and an understanding of the basic rules of the show are so vitally important. On the next pages we'll outline many (but by no means all) of them in alphabetical order. But first, let's take a guess at answering your first question ... WHEN IS PAY DAY? Payday is Thursday of each week. Our payroll week begins Sunday and ends Saturday. This means that your first paycheck will be ready for you on Thursday for the hours you worked through the preceding Saturday. These hours must be shown on your time card and approved by your supervisor. There are two important things to remember about your pay check: 1. It is prepared by a machine from your time card. The machine can't properly digest a time card smudged with lipstick, mayonnaise, or hair oil. It's also sensitive about cards which are bent or mangled. Keep your time card clean and handle it with care. 2. You are in for a disappointment if you dream of your "gross" pay, and forget about the deductions. If you have any questions about your deductions, check with your supervisor who will explain them. Finally ... and most important ... remember that the ones who pay us all are the guests who visit Disneyland. They are happy to pay us, but they also expect a consistently great show ... our special brand of Disneyland friendly courtesy. OUR DISNEYLAND TABOOS In every type of enterprise there are certain actions which are taboo ... can't be tolerated. Here at Disneyland we have our own particular taboos ... acts and actions which cannot be tolerated. There is an important reason for them. The entire world ... old and young ... Looks to the name Walt Disney for the best in family entertainment. We place this reputation in your hands. You must accept certain exacting disciplines which go with this assignment, and they are: 1. You may not eat, sleep, chew gum, or smoke while on duty in a public area. 2. You may not drink or have liquor on your breath while on duty. 3. Gambling in any form is prohibited. 4. Dishonesty in any form, including misappropriation of cash or tickets, theft of company properly or materials, is prohibited. 5. Falsification of employment application or other official company document is prohibited, including falsification of your time card or punching another person's time card. 6. To become involved in any charge for moral turpitude, inside or outside Disneyland is not tolerated. Violation of any of the above prohibited acts is cause for immediate dismissal. OUR DISNEYLAND SHOW Our show doesn't "go on the road" ... all the roads from around the world lead to us. To preserve this world admiration, we remember and concentrate on these four basic objectives: ù SAFETY A happy guest is a healthy guest. At all times, we must remember our fundamental responsibilities for the care and safety of our guests. It's safety ... first, last and always. ù COURTESY The word "courtesy" is many things to many people. Here we think of it as that extra, outgoing, friendly feeling towards our guests. We've invited every person who visits us. He or she is our guest ... A very important guest. We do everything in our power to help them have a good time. ù CLEANLINESS You'll hear people comment about it ... Disneyland is fresh and clean, and the people too. We all help build our reputation for cleanliness. ù CAPACITY During peak periods, we work together with an extra effort to utilize every seat in our many attractions. We use our capacity to its fullest extent. Remember our four basics ... safety, courtesy, cleanliness, and capacity. THINGS TO KNOW AND THINGS TO DO "Knowing the ropes" comprises many little things. If we all do them the same way, it adds up to a maximum of work enjoyment ... a minimum of frustration. Here ... Listed alphabetically are some of the many important things which affect you and your work. Let's start out with... APPEARANCE When you're "on stage" in Disneyland, you are cast for a specific role. When you "play a part", it's necessary to "look the part". You'll wear a costume which has been specifically designed by a Disney artist to fit the role you play. It's an important part of your job to wear your costume properly, and to keep it neat and fresh. To properly wear your costume, you'll also have to present to the public what we call "The Disney Look". This is a natural, wholesome appearance which does not permit extremes in hair styling or makeup. Men, unless otherwise advised. are requested to wear black shoes and dark socks. A neat, natural haircut and a clean shave are mandatory. For hostesses, a natural hair style, modest makeup, clear nail polish are required. Eye liner, mascara, jewelry, long fingernails, or extremes in nail polish are strictly "taboo". In case of doubt, check with wardrobe to make sure that your appearance conforms with requirements for "the Disney look". ABSENCE Absence and tardiness create a very serious problem at Disneyland, where our guests are counting on us to act as their hosts. Regular "presenteeism" is a basic requirement of your work. When you are sick, or when an emergency makes it impossible for you to report for work, you must immediately notify your Department office prior to the beginning of your shift. Be sure to report when you expect to be able to report for work, as well as the reason for your absence. The company reserves the right to require proof of your stated reason for absence. If you are absent without advising your Department Office, you may be subject to dismissal. CHRONIC ABSENTEEISM AND/OR TARDINESS ... regardless of the reason ... is unfair to our guests, the other members of the cast and the entire show. It is cause for termination. ACCIDENT PREVENTION As an employee in Disneyland, you are expected to respond to our Accident Prevention Program by practicing the following fundamental principles: 1. Do your part to eliminate accidents. 2. Maintain and use all necessary physical safeguards and personal protective measures and equipment. 3. Develop and constantly practice the maximum degree of individual safety consciousness. 4. Comply individually and collectively in the enforcement and continuous improvement of the program. Remember that most accidents have a human cause and can be prevented. ACCIDENTS When an accident occurs, take the following seven step course of action: 1. Make the injured person comfortable. 2. Notify First Aid ... Ext. 247. 3. Stand by until the nurse or doctor arrives. 4. When the nurse or doctor arrives, follow his or her instruction. 5. Notify your supervisor and fill out any necessary accident reports. 6. Do not make any statements or remarks; concentrate on the welfare of the injured person. 7. Remember the following suggestions: a. Use common sense in doing the right things at the right time. b. Appear confident even though you are inwardly shaken. c. When you notify First Aid, give your name, the location of the injured person, the nature of the injury, and be certain the nurse records the information correctly. ADDRESS--KEEP US POSTED Due to a sudden manpower emergency, it may be necessary to reach you on short notice. It is, therefore, particularly important to keep our records up to date. Please notify your Department Office of any change in your name, address, or phone number. CONTAGIOUS DISEASES To protect guests and fellow Disneylanders, you cannot come to work at Disneyland if you have a contagious disease, or if you may possibly be carrying one. When you return to work, you must bring a physician's release to First Aid and secure a Release to Work Form BEFORE clocking in or reporting to your work station. This applies also if you have been off work for one week or longer, due to an injury or noncontagious illness. COSTUMES AND UNIFORMS Costumes and uniforms are important in creating the proper atmosphere at Disneyland, and must NOT be worn outside the Park without the specific written permission of the Wardrobe Department. Most costumes and uniform clothing are issued to Disneyland employees from the Men's or Women's Issuing Rooms, located in the Wardrobe building. Lessee management issue costumes used by their organizations. All items are issued on an exchange basis. You must turn in an item to get a clean one. You are responsible for wearing only a clean uniform that is in good repair. Any problems you may have with your costume or uniform must be referred to the Wardrobe Department AT ONCE! You must wear the type of costume or uniform required by your job assignment without exception or argument. Clothing changes should be made before the start of your shift and before the end of your shift. FIRE Familiarize yourself with the location of the nearest fire extinguisher. In case of fire ... in your area ... follow these emergency instructions: First, call the Disneyland Fire Department ... Ext. 229 ... or the Disneyland operator and give the exact location of the fire. After the firemen arrive, it is their job to handle the situation. Remain there to carry out any instructions given to you by the firemen. FIRST AID Phone Ext. 247 or 248. A Central First Aid Center is located at the end of the East Plaza Street, and is open every day from 8:00 a.m. until one-half hour past closing. This station serves both hosts and hostesses and guests. GROUP INSURANCE Any permanent employee who is regularly scheduled to work twenty (20) hours or more per week is eligible to participate in our Disneyland Group Insurance Plan. Through this plan, you receive the benefits of the best possible care at a very low cost to you through weekly payroll deductions. Disneyland pays a substantial share of the cost of this plan, and assumes the entire cost of administration. If you are eligible, we suggest that you take advantage of this voluntary insurance plan. HOLIDAYS If you are a permanent full-time, or a permanent part-time hourly paid employee who works more than just week ends and holidays, then after your first thirty (30) days on the payroll, you are eligible for our Disneyland holiday benefits. At present, the holidays involved are New Year's Day, Washington's Birthday, Memorial Day, Labor Day, Thanksgiving and Christmas Day. Whether you are scheduled to work on holidays or not, you must as a condition of participating in your holiday benefits, be on the job your first scheduled work day following the holiday. No excuse is acceptable for absence, nor will you be paid if you are not scheduled to work a holiday and do not work on your next scheduled work day. If you are eligible to participate in holiday pay, and you are not scheduled to work on the paid holiday, then in your paycheck covering the holiday week, you will receive payment for the number of hours in your regular daily shift, provided you comply with the preceding paragraph. Employees who are working under the terms of a Disneyland Union Agreement will receive holiday benefits under the terms of such Agreement. However, holiday benefit terms of most Disneyland Agreements are similar to that outlined in the three preceding paragraphs. HOURS OF WORK At the time of your initial assignment you will be told when and where to report for work. These hours may be changed by your supervisor who will establish your new schedule. You are expected to be at your work station, in costume or work uniform if such is required on your job, at the start of your work shift. HUSBAND AND WIFE We have no restrictions against both husband and wife working here, provided they do not work in the same department, area, or in closely related occupations. IDENTIFICATION At the time of being processed onto the payroll, each employee is provided with the proper type of identification required to enter the Park premises. Each time you enter the Park you will be required to show your identification to the Security Officer stationed at the gate. ILLNESS In the event of illness while at work, and before leaving the Park, it is important that you first report to your supervisor and then to the nurse on duty in the First Aid Station. The First Aid staff is always ready to assist you and guests. LEAVE OF ABSENCE A request for Leave of Absence must be made through your supervisor. If a leave of absence is for personal illness or injury, and such absence is for seven days or longer, you may not report back to your work station until you report to the First Aid Department with a certificate from your physician. Issuance of a Release To Work by First Aid is required before you may report for duty. LUNCH There is no dinner lunch whistle at Disneyland, but you will be individually scheduled by your supervisor for a lunch or dinner period of not less than one-half hour, providing your shift is in excess of six hours per day. An employee cafeteria for all personnel is located at the rear of the Plaza Inn. ON-THE-JOB-INJURIES Disneyland insists that all injuries, even small ones, be promptly reported to the Safety Department First Aid Unit. This is for YOUR PROTECTION. If your injury requires the attention of a doctor, we insist that your first call be made to a doctor of OUR CHOICE, and failure to do so may result in a reduction of the benefits which you might otherwise be entitled to receive. OVERTIME PAY Overtime for hourly employees is paid under certain conditions. The following provisions have been made: a. You are not permitted to work overtime unless specifically authorized by your supervisor. (Women are not scheduled for more than eight hours a day). b. Overtime is paid for hours worked in excess of eight (8) in a single day, or in excess of forty (40) in a single week. (The overtime is determined by the particular wage scale involved.) c. Any deviations from the above must be in accordance with the terms of a specific Union Agreement. PARKING Parking space is provided for the majority of Disneylanders on the Harbor Blvd. side of the main parking lot. Entrance to this area must be made through the Employees Entrance on Harbor Blvd. Personnel working in the Warehouse and Monorail building areas have a parking lot adjacent to the Winston Street gate, entrance to this area being gained from West Street. Those working in shops and offices on the West Street Side of the Park are provided with parking adjacent to the West Street Gate. Cars parked in any of the employee parking lots are required to display a windshield sticker which is provided by the Security Office. PASSES Permanent personnel, after completing six months of continuous service, will periodically receive complimentary ticket books. The tickets are presented in hope that they will provide en- joyment for the employee and his family as they visit the Park as guests of Disneyland Management. The frequency and procedures will be according to the policy the company may have in effect at the time. PENSION PLAN After working a minimum of 350 hours for each of the four calendar quarters on the Disneyland payroll, most hosts and hostesses who are converted to PERMANENT STATUS will become eligible to participate in the Disneyland Pension Plan, which compares favorably with the best in Southern California. You will be contacted when you become eligible. PERSONNEL CLASSIFICATIONS Permanent Full-time Employees are scheduled to work forty (40) hours or more in one week. Permanent Part-time Employees are scheduled to work fewer than forty hours on a permanent basis. A Disneylander who works week ends and holidays only, is typical of this group. Seasonal Employees are employed for a specific period of expanded activity at Disneyland, such as the summer, Christmas and Easter seasons. Seasonal employees do not become permanent employees unless transferred to the permanent employee group by the supervisor in charge of the activity in which they are working. Temporary Employees are employed for a short period of time to perform a specific job, or to temporarily replace a permanent Disneylander, in the Office Clerical and Salaried job classifi- cations. Casual Employees are those who have agreed to come to work on those occasions when we require additional personnel. This may be for a few hours in one day, or for as much as one week at full time. PREGNANCY A woman employee who becomes pregnant must supply a statement from her personal physician verifying her condition and that it is satisfactory for her to continue to work. This statement must be promptly filed at the First Aid Station. Any woman employee known to be pregnant may not be hired. RAINY DAY POLICY When it rains, somebody has to decide what to do about keeping the Park open. We feel a great obligation to our guests who may have come many miles to visit Disneyland. A rainy day is usually a "loss" day for Disneyland, but we ease the burden for Disneylanders through the following provisions: 1. If you are not given prior notice to not report for work, and you do report, but are not put to work, then you receive a minimum of two (2) hours pay. 2. If you report and are put to work, then you receive a minimum of four (4) hours pay. 3. If you are given prior notice not to report to work, and you do report, you will not be paid if you are not put to work. 4. In the event that, due to inclement weather, Disneyland operates the rides with a subnormal or skeleton force, and you have begun work, but are sent home before the end of your shift, you will be paid for the same number of hours as are worked by the remaining skeleton force, or for the number of hours you have been scheduled to work, whichever is the lesser. 5. Some of our Union Labor Agreements contain provisions which vary from the above inclement weather pay methods. If you do not have a telephone and there is some doubt as to whether or not you should report to work, a call to your supervisor will clarify the matter. Those living out of the toll free area may make collect calls to the Park for such purposes. RATE INCREASES Rate increases, except as otherwise provided by a Union Agreement, are based upon your ability, attitude, attendance record, and other factors used periodically in rating your performance. REST PERIOD You will receive a ten minute rest period as close to the mid- point of each half of an eight hour shift as possible. At Disneyland nobody is going to check your rest periods with a stop watch, but please do not abuse the privilege. It is unfair to those with whom you work. Abuse of rest periods may subject you to dismissal. REVIEWS Your supervisor will regularly review your performance and attitude and will keep you posted concerning his satisfaction or dissatisfaction with your work. SECURITY At Disneyland we have a helpful Security Department whose duty it is to protect both Disneylanders and guests. A Security Officer is always available to assist you in handling problem guests who may attempt to intrude upon the friendly atmosphere of family fun at Disneyland. The Security Department phone is Ext. 216. SERVICE PINS After one year of employment, permanent employees will receive a silver Disneyland service award pin. After five years of employment, permanent employees will receive a gold Disneyland service award pin. These pins will be presented to you by a member of supervision. TRAINING At Disneyland we have our own unique ways of doing things. Your efficient performance is necessary for a consistently great show. Your earnest participation in our training programs is a definite responsibility of your role in our cast. TRANSPORTATION TO WORK Representation that you had reliable transportation to and from work was an important factor in your selection for employment. It is a continuing responsibility on your part to maintain such reliable transportation. SOLICITATIONS Any form of solicitations not specifically authorized by the Disneyland Operations Committee is forbidden. This includes the circulation of petitions, distribution and posting of advertising material, and collecting money. This applies to all areas of Disneyland including the parking area. TARDINESS In view of the fact that Disneyland is devoted to entertainment, it is essential that the show goes on - on time. This makes promptness in reporting to work of vital importance. If you are delayed, you must call your supervisor. We must emphasize that an excessive record of tardiness can lead to dismissal. TELEPHONES Disneyland business phones are for official use - only. When it is necessary for you to make an outside call, use one of the pay phones located near you. Please ask your friends and family not to call you at Disneyland unless it is an emergency. In emergencies, your supervisor will notify you promptly. Other personal calls are not permitted. TIME CLOCK AND TIME CARDS Please be sure to clock your time card in and out each day you work. Clock your own card only and do not have another employee clock your card for you. Notify your supervisor immediately if you cannot locate your card in the time rack. If you clock late or before your shift ends, your pay check will be reduced on the basis of each six minutes or fraction thereof. It will assist us if you do not clock in prior to 15 minutes before your shift starts or clock out later than 15 minutes after your shift ends. You must clock out if you leave the Park during your working shift and clock in when you return to work. This is not necessary if you leave on authorized company business. Please be sure to not fold, bend or mutilate your time card in any manner. SICK LEAVE Permanent Disneylanders who are in an hourly paid classification (excepting those working in a classification under a Union Agreement from which the Disneyland sick leave plan has been excluded) are eligible to participate in the Disneyland paid sick leave plan. The number of paid days for sick leave (not to exceed six per year) is based on the number of straight time hours credited to you in a year. Pay for accrued sick leave can be applied for or used only after you are on the payroll continuously for six months, and for bona fide sickness or injury. Disneyland may at any time require a physician's certification for one or more days' absence for which sick leave is claimed. You don't have to use up your sick leave each year. It can be accumulated up to a maximum of 200 work hours, in units of full shifts. If for some reason you terminate, half of whatever sick leave credits you have on the books will be paid in units of full shifts at your current rate. SIGNATURES AND APPROVALS Please sign each new time clock card you receive and have your supervisor approve it as follows: 1. Normal shift hours. 2. Variations from normal shift, that is, change in length of lunch hour, off shift hours, etc. 3. Overtime hours beyond normal shift. (Under California Law women may not work over eight [8] hours daily.) 4. Temporary classification or rate changes. 5. If you forget to punch in or out, the time must be inked on the card by your supervisor when you submit the card to him for approval. TRIAL PERIODS If you are employed on an hourly basis, your first thirty (30) days of work at Disneyland are a trial period. If you are salaried, it is ninety (90) days. This is to give you and Disneyland a chance to get acquainted and to determine whether or not you meet each other's expectations regarding employment. VACATIONS After one year of continuous service, eligible employees are entitled to a vacation. For hourly paid employees, vacation pay is based on the number of straight time hours you worked during the year of continuous service. The date of your vacation will be determined upon the approval of your supervisor. Vacation time must be taken within one year after you have earned it, or you lose it. You cannot work your vacation period and receive pay in lieu of vacation. Including those who work in our "Outer Lobby", our Disneyland Show is produced each year by a cast of more than 5,000 people representing 322 different skills. Each person in the cast is here for an important purpose. By doing your part consistently, it will help all cast members to more easily perform a better job. Most importantly, you'll be helping to create happiness for our guests. We hope that you'll find happiness for yourself and pride in being part of our Disneyland cast. MAIN STREET VEHICLES STORY GUIDE AND OPERATION PROCEDURES A UNIVERSITY OF DISNEYLAND GUIDE FOR MAIN ST. HOSTS AND HOSTESSES (1966) Our Main Street vehicles play an important part in the Disneyland show. First, they are essential to the staging of Main Street, U.S.A. The contrast to the hustle and bustle of our modern world and its streamlined modes of transportation is sharp and penetrating. Suddenly, as a guest comes onto Main Street, the entire mood changes. The years roll backward ... back to Main Street, U.S.A., circa 1900. It wouldn't be Main Street without the leisurely clop-clop of a horsedrawn surrey, or the chug-chug of a horseless carriage. Second, they serve as much-needed transportation for our guests. They provide a convenient and colorful way to reach the heart of the Magic Kingdom or back to Town Square after a long day in the Park. Third, hosts assigned to operate these vehicles play an important part in answering questions - giving tips and directions - to our guests who are either starting out or winding up their day at Disneyland. Your role falls into what might be called our "first impression - last impression" group. You can start our guests off on the right foot - in the right mood, and send them away with a warm feeling and a desire to come back. We'll give you some tips on handling these anticipation-full- guests-on-the-way-in, and fun-filled-footworn-guests-on-the-way-out later. First, though, let us tell you the background of the story in which you play your part. MAIN STREET, U.S.A. As you found out in your orientation, Walt was reared in the mid-western town of Marcelline, Missouri. As with other lands, he wanted Main Street to be a Main Street - authentically recreated to get the feel of a typical small town thoroughfare of the 1900 era with which he was familiar. Take a close look at your Main Street. Note the results of years of research to determine and design a composite Main Street of the typical small town of the early century. Note the demanding attention to detail designed and built into every nook and cranny by Walt and his "Imagineers" at WED Enterprises. This same demand for detail is designed into your Main Street vehicles. You'll be asked about these unique conveyances - and you should know the answers. THE HORSE-DRAWN STREETCARS ... are composite reproductions of 19th Century streetcars and were built at the Studio Coach Shop. "Imagineers" at WED Enterprises, Walt's planning and designing firm, built our four streetcars by working from photographs of earlier authentic vehicles. There is no other place in the world where time is deliberately pushed back more than 60 years to make it possible for a guest to re-live (or experience for the first time) the sensation of feeling, seeing, hearing, and yes - even smelling - everything associated with a turn-of-the-century "hay-burning Oatsmobile." THE SURREYS ... are also reproductions from pictures of surreys found in the Standard Vehicle Catalogue. Necessary parts were located - or made - by Owen Pope. Owen and Dolly Pope have operated our Pony Farm since the Park opened in 1955, and did the original design and construction of the surreys. Currently, the Pony Farm is about 6-1/2 acres in size. To save wear and tear on the ponies, surreys have always been made as lightly and delicately as possible. Because of the great number of guests carried, the wheels are more sturdy than those on most of the catalogue models - another safety factor built into the attraction. THE HORSELESS CARRIAGES ... are sometimes called the "1903's, but you could pick any year - 1904, '05, or '06, and be just as accurate. These little cars are of WED "composite" design. On the basis of extensive research, Studio designers created a horseless carriage which was a composite of the design and size of many gas-driven cars of that early period in automobile history. And our Horseless Carriages are a little bit of everything. The two-cylinder engines are actually not auto engines, but have the horsepower, the sound and even a slight case of the shakes as did the originals. WED designers selected today's most efficient two-cylinder water pump engine. Some of the external parts, such as lights, are authentic. THE OMNIBUS ... is a very nearly authentic reproduction of Fifth Avenue busses which were the main mode of transportation in turn-of- the-century New York. Some are still in operation there. Only one authentic part - an old electric klaxon horn - is used. The drop frame chassis is from a modern-day truck, and the bus has both power steering and power brakes. Certain adaptions in height and seating to provide greater comfort, safety, and convenience for our guests were made by the Studio designers, but the busses are as nearly authentic as possible. The motor takes advantage of modern improvements which provide for better operation - and no smog. THE HORSE-DRAWN FIRE WAGON ... in the Fire Station at City Hall is authentically reproduced from pictures. The hats, axes, and other props are authentic. The wagon is part of the show but is not used on Main Street to carry guests. THE HORSES ... which pull our vehicles were originally stabled at the Disney Studios and were eventually brought to our Pony Farm. The original horse members of our cast were carefully trained under conditions similar to those which they would face when they met our Disneyland audience. In the weeks before the Park opened, the horses pranced around a circular ring for four hours a day, while music, tooting automobile horns, and the laughter and shouts of crowds blared at them from loudspeakers. Today, each horse receives a minimum of 30 hours special training before he goes onstage. Each works a four-hour day, five-day week, and is given taxi service to and from the Pony Farm. The large horses which pull the street cars are either Percheron, Belgian, Clydesdale or a cross between Shire and Percheron. The ponies are Hackney, or a cross between Hackney and Shetland. Each horse has his own harness - handmade by Owen Pope - which is thoroughly cleaned after each four-hour shift. Each horse is named, and is clocked in and out when he works. THE MOTORIZED FIRE ENGINE ... is similarly a composite design of a hosecarrying fire engine of the turn of the century. The primary change we made was to place seats where the hose was carried. The Studio men designed a chassis, then pored through standard catalogues for unlikely, but practical equipment - a jeep rear axle, a three-speed truck transmission, the power plant of a small pick-up truck and standard drive-line parts. The bell and the siren are authentic, purchased after considerable search. At the turn of the century, gas-driven cars were considered a novelty - and a hazard - lacking the reliability of a horse. Motorized fire equipment was merely supplementary to the more respected steed. SAFETY A Disneyland guest comes here to have fun, not to watch his step. He expects us to watch for him. It's part of your role to help the guest watch his step. Your responsibility extends to the guest riding on your vehicle - and the guests who are walking - not on the sidewalks, but on the street. Where else? Here are guest protection rules to follow: Vehicle Check Before taking a vehicle to Main Street, check to make certain that everything is operating properly. Any problem should be reported to your foreman or supervisor. If there is any safety hazard - brakes, steps, or steering - do not take the vehicle on the street. Seating Check Never move a vehicle until everyone is seated. Always say when stopping, "Please remain seated until we are at a complete stop." Watch to make certain that nobody stands while the vehicle is in motion. Assistance Always give boarding and debarking assistance to anyone who might need it - elderly or physically handicapped guests, or little children. Pedestrians If driving, be constantly alert for pedestrian guests. Slow down and stop when necessary. Use the horn only when required. GUEST SAFETY - AND YOUR OWN - IS YOUR FIRST AND FOREMOST RESPONSIBILITY. COURTESY Disneyland courtesy is - like the Disney image throughout the world - an exceptional sort of thing. It's courtesy mixed with an out-going friendliness, and professional efficiency in crowd control. Here are special courtesy tips for hosts on Main Street vehicles: Gentle Reminders As an example, a horn is a harsh-sounding thing, and should be gently tooted (as a reminder) rather than being vigorously honked (expressing frustration). The same principle applies to giving instructions. Be pleasant, not harsh. Cheerful Assistance Give boarding assistance cheerfully. Try to have a nice word for everyone you assist. When the guests are coming into the Park, "Hope you have a wonderful day," is an added courtesy phrase. When they are leaving, "Hope you had a wonderful time," makes the guest feel your personal attention. Pleasant Instructions Any instructions should be preceded with a "please"; and "thank you" should be used where applicable. Honest Smiles A smile is essential, but a genial and friendly personality is the Disney style. Personal Attention Never turn your back on a guest while taking tickets and using a counter. This is a job which must be done, but attention to the guest is your first concern. Helpful Answers Finally, in your role, it is essential that you be able to answer - and answer cheerfully - any questions of the guest. AFTER SAFETY, COURTESY IS YOUR MOST IMPORTANT RESPONSIBILITY. SHOW Disneyland is a gigantic show on a gigantic stage. Upon this stage are many shows. Yours is a show which re-creates Main Street, U.S.A. It's important in your role to make certain that your show is played up to Walt Disney standards. Here are show tips for Main Street vehicles: Enthusiastic Personality Your appearance, smile, and general personality are important. Be outgoing. Show your enthusiasm. Proper Attire Make certain you wear your wardrobe as prescribed. If you have any problems with your costumes, see your foreman or your supervisor. Remember - your costume is a important part of the show - it is to be in good repair and properly worn at all times. Interesting Narration If your role calls for you to narrate, make it a good one. Know your facts - state them in an interesting way - and above all, give them with enthusiasm. Sparkling Appearance Cleanliness is essential to Disneyland showmanship. Do your part in keeping your vehicle clean at all times. It's part of your role to be a popcorn picker-upper. Realistic Performance Most important - as with any actor - you must try to live your role. Remember, you're a conductor or driver at the turn of the century - only much more friendly and courteous. LIVE YOUR ROLE IN THE SHOW. IT'S ANOTHER IMPORTANT RESPONSIBILITY. CAPACITY Actually, we lose money on the Main Street Vehicles. And yet, they are vitally important to the showmanship of Walt's re-creation of Main Street, U.S.A. The problem is that we lose our money during peak days and peak periods. This happens when we don't use the full capacity available on your vehicles. At such times, you should make the best use of these things: Seats - which accommodate the guests. Seconds - which are available to you for filling the seats. Because of the audience conditions on Main Street, it is essential that safety be of paramount importance at all times and under all conditions. We ask, however, that you take all steps to maintain capacity at its proper level. Theoretical hourly capacity figures were reached by considering all factors - SAFETY, COURTESY, SHOW, and CAPACITY. These factors are not valid, for instance, if too many guests are loaded into any unit. We would be sacrificing safety, as well as courtesy, in an attempt to increase capacity. It's not worth it. LAST STOP We hope that you'll enjoy your role as a host on the Disney- land Main Street vehicles. You are in a vital spot to be an important "first impression" or "last impression" representative of Disneyland. Remember to play your role in our early 1900 Main Street, U.S.A. re-creation in a friendly way. At all times, remember these key parts of your role, and in the following order: * SAFETY * COURTESY * SHOW * CAPACITY