Managing fun while working hard
Print Edition
After 10 years working for Walt Disney Parks and Resorts, Hong Kong-born Andrew Chan exemplifies the ideal career path.
He started from the entry level, operating rides and greeting park guests, and worked his way up the Disney ladder. He is now a senior manager of attractions operations for Shanghai Disney Resort.
In 2005, when Chan was a social worker, he heard that Disney was recruiting 500 trainees in Hong Kong in advance of the opening of Disneyland there. They were to be trained in Florida.
“To be honest, all I knew about Disney back then was Mickey Mouse,” said Chan. “But like many others, I thought it was a good opportunity and a chance to go to the United States and see the world for the first time.”
Chan won a trainee spot and spent six months at Walt Disney World Resort in Orlando, learning the company from the bottom up, and being trained with passionate cast members who also taught him how to create magic for guests. He worked at the Pirates of the Caribbean attraction.
“Performing was a significant part of my job,” he said. “I operated the rides, but at the same time, I greeted guests in a pirate’s way.”
Chan recalls one experience when he observed a family vacationing in Florida, who came to the park every day for a week. On the last day, they waited for him after the ride was over.
“The parents said it was their last day at the park and introduced me to their children,” he said. “They said they had enjoyed the park and meeting me. It was like a magic moment. I have never forgotten it. At that moment, I realized working for Disney wasn’t just about creating magic moments for guests; sometimes they create magic moments for ourselves as well.”
Upon his return to Hong Kong, Chan eventually became head of Fantasyland attractions operations and then was promoted to guest services manager.
For the next decade, he worked in a variety of management roles, including production coordination, training and finally area management.
“I think I am an example of how the company provides career advancement opportunities,” said Chan. “Looking back, it’s been quite an experience seeing the opening of a new resort and watching its expansion, development and improvement.”
Last year Chan was transferred to Shanghai, as senior manager of attractions operations, with responsibilities for ride operations, recruitment and training.
Eventually, he will lead a team of attractions operations, working closely with other operations functions, to provide Disney-standard guest services for everyone visiting the theme park.
Since last year, Shanghai Disney Resort has recruited new graduates for training to prepare for next spring’s grand opening. Some of the trainees have been assigned to Chan’s department.
“Looking at them is like looking at myself 10 years ago,” said Chan. “I hope their journey is as rewarding as mine has been.”
Chan said safety is a paramount concern at all Disney parks. Shanghai is no exception. The resort has issued detailed guidelines for the safe operation of all the rides and other attractions and arrangements for waiting lines to maintain order.
Chan said everyone at Shanghai Disney Resort is excited about next year’s opening.
“When training new Cast, I teach them how to interact with the guests to try to create a unique experience for them,” said Chan. “I want both our Cast and guests to feel that the resort is a special and memorable world.”
What was your first experience with Disney?
A: I went to the Walt Disney World Resort in Orlando as a trainee. I stepped off a 24-hour flight and was exhausted, but the brightness and new interests that quickly surrounded me revived my spirits.
What do you think is the biggest achievement of your career with Disney?
A: I witnessed the opening of a Disney resort, and now I’m going to witness a second one. I have learned openness and respect from my work, which are very important.
What do you think is the most valuable part of the Disney culture?
A: Respect and open-mindedness. Disney offers many opportunities to learn from the best in the business and improve oneself.
What makes Disney so outstanding in the industry?
A: I think it is that the company and its employees are always striving to do better.
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