DIRECTOR OF CULINARY AND CONCEPT DEVELOPMENT AT WALT DISNEY WORLD, CHEF BRIAN PIASECKI, HOLDS UP A FAN-MADE COASTER HONORING ONE OF HIS MOST POPULAR CONTRIBUTIONS TO THE PARKS
Walt Disney World invited a busload of local media, including Orlando Shine, behind the scenes this month for a firsthand look at the workforce powering the resort, as the company shared its humble-brag that it plans to create more than 5,000 jobs over the next five years.
Disney says its greatest investment through the years has been in the 80,000 cast members who power its business. According to their crackerjack PR team, four out of five cast members choose to stay with the company, which I’ll admit, seems to be a retention rate that stands out in a hospitality industry often known for high turnover.
Our tour made clear how much of that retention comes down to internal mobility. Disney says approximately three out of five leaders began their careers in hourly roles, and among full-time cast members in professional, leadership, and skilled-trade positions, average tenure sits at 12 years, roughly three times the national average. Disney leaders told us career growth remains one of the biggest reasons people want to work there, with 75 percent of applicants surveyed citing advancement opportunities as a top factor in seeking employment at Disney World.
“I started with Disney on the Disney College Program more than 24 years ago. I’ve always been passionate about food and beverage, and with previous experience, I had a feeling I would be placed in a Quick Service location. I completed my first College Program as a Cast Member at Pecos Bill Tall Tale Inn and Cafe, where I loved connecting with guests. The role was about so much more than serving food. It was about creating memorable experiences and making a difference in someone’s day. After my program ended, I returned to school to finish my degree, but I knew my Disney journey wasn’t over. I wanted to come back. During my second College Program, I shared with my leaders that I hoped to build a long-term career with Disney. Those conversations opened the door to a management internship, which ultimately led to a role as a Guest Experience Manager. Throughout my career, I’ve had opportunities to work across resorts, water parks and theme parks. In a true full-circle moment, my current role brought me back to Magic Kingdom, where I now lead operations for the park’s largest Quick Service restaurant, Cosmic Ray’s Starlight Cafe.“
- LORI MARTINO, PROPRIETOR, MAGIC KINGDOM FOOD AND BEVERAGE
The Disney employment journey starts at Traditions, the program that has introduced new hires to Disney’s culture, values, and guest experience for decades. It’s where cast members receive their name tags and begin building the skills that support one of the most recognized brands in the world by drinking the Disney brand Kool-Aid. I personally have been through Traditions three times through the years. Once when I arrived in the early 2000s as an International Program participant to serve tables at EPCOT’s Canadian pavilion, then two more times when I came back to work as a seasonal employee. It’s where they try to empower new hires with a sense of agency in creating magical moments for Disney guests.
For some cast members, their Disney career path leads backstage to Disney’s Costuming team, which supports what the company describes as the largest working wardrobe operation in the world. Roughly 1,500 costuming cast members work across 46 costuming locations at the resort, making sure cast members are ready to step into their roles and bring Disney’s stories to life. Seeing the scale of that operation up close, with rows of costumes representing decades of storytelling, was one of the more striking parts of the visit – including watching a machine embroider the Incredibles logo directly onto someone’s superhero costume, just like in the movie. Other highlights included princess dresses galore, stacks of mermaid tails in piles awaiting some TLC, costumes from parades retired decades ago, and all of the minutiae on the Costume castmember’s desks. None of which we were allowed to photograph.
Disney also pointed to the infrastructure supporting all of this growth: leadership development programs, educational opportunities like Disney Aspire, two cast member-only healthcare clinics at Celebration and EPCOT, with a third opening in 2027, and wellness programs built around cast member well-being.
Guests may remember the attraction, the meal or the magical moment, but as Disney’s super-engaged PR team put it during our visit, every one of those stories begins with a cast member. The company says its greatest competitive advantage isn’t a ride, a resort, or an attraction. It’s the people behind the magic. If you’re curious about pursuing a gig at Disney, check out their Disney Careers page, HERE.
Our friend Ken Pozek of The Orlando Real (Instagram | Website), who recently appeared on “The Orlando Shine Show,” was there too, and his team came up with this great video of the behind-the-scenes experience.
