Lessons in Leadership & Business:

What Disney Can Teach Us About Onboarding, Training, and Culture

My family just returned from a trip to Disney World, from the rides, to the characters, and atmosphere, we couldn’t get enough! But, I couldn’t help but turn off my HR brain, as I noticed something else—the power of the employee experience. From the moment we arrived at our resort to every park, shuttle, and dining experience, there was an incredible level of consistency, engagement, and warmth - which of course translated into an amazing customer experience. Disney isn’t just about entertainment; it’s about creating an immersive experience, and much of that is made possible by an exceptional approach to onboarding, training, and culture-building.

So, what can businesses learn from Disney? A lot. Here’s why a cohesive employee experience (powered by a strong HR function) is essential for creating a seamless, engaging, and customer-focused experience, no matter what industry you’re in.

1. Onboarding: More Than Just Paperwork

Disney understands that onboarding isn’t just about logistics—it’s about immersing employees in the company’s mission from day one. Every cast member (Disney’s term for employees) goes through extensive onboarding, where they learn the history, values, and culture of the company. This instills a sense of purpose and belonging before they even start their actual job duties.

As I was leaving our resort, I asked the cast members about their experience. They had amazing things to say, and confirmed that every cast member goes through the same orientation - no matter their function in the organization. This gives them all the same starting point and information.

For businesses, onboarding should go beyond filling out forms and watching training videos. It should be an experience that connects new hires to the company’s mission, values, and customers. A well-structured onboarding program increases retention, engagement, and overall job satisfaction.

2. Training: The Foundation of Consistency

One of the most striking things about Disney is how consistent the experience is across locations. Whether you’re at a resort, on a shuttle, or in a park, you receive the same level of friendliness and attention to detail. That’s no accident—it’s the result of ongoing training that reinforces expectations, service standards, and company culture.

I noticed that every cast member calls their customer “friend”. I also asked about this, and they said this was because “Everybody is Mickey Mouse’s Friend”. They also said they train each other as a part of on-boarding, which helps the culture grow organically.

Too often, businesses provide initial training but fail to continue developing employees. Investing in continuous training not only ensures quality service but also helps employees feel competent and engaged in their work. When employees understand their role and have the tools to succeed, they perform better, which directly impacts customer satisfaction. Additionally, Disney fosters a culture of peer training—cast members train each other, reinforcing skills, strengthening culture, and building camaraderie. This peer-driven model creates accountability and encourages employees to take ownership of their roles.

3. Great Management: The Key to Employee Success

HR plays a critical role in shaping workplace culture, but great management is essential for maintaining and growing it. Managers at Disney are not just supervisors—they are leaders who inspire, coach, and support their teams. They reinforce training, set the tone for customer interactions, and ensure that company values are upheld at every level.

I witnessed managers rounding on cast members multiple times during my experience. This level of support ensures no matter what the cast member experiences (upset customer, broken down rides, etc) they are supported.

A business can have the best onboarding and training programs in the world, but without strong, engaged managers, those efforts will fall flat. Leaders should model the behaviors they want to see, provide continuous feedback, and create an environment where employees feel valued and motivated.

4. Culture: The Key to Employee Buy-In

Disney doesn’t just have employees; it has cast members who embrace their roles as storytellers, brand ambassadors, and experience creators. This isn’t forced—it’s a result of a strong company culture that is reinforced at every level. Employees aren’t just told what to do; they understand why it matters.

One of our favorite rides was Star Wars: Rise of the Resistance. It was AMAZING. Every detail was perfect - even down to the cast members in character. They played the parts perfectly, which added to our experience.

Creating a strong culture in your business means fostering an environment where employees take pride in their work. This requires clear communication, leadership that leads by example, and policies that align with company values. When employees feel connected to the bigger picture, they naturally deliver a better experience.

Bringing the Magic to Your Business

Whether you run a small business or a large corporation, the principles that Disney applies can be adapted to any industry. Prioritizing onboarding, investing in ongoing training, ensuring great management, and cultivating a strong company culture will lead to better employee engagement, lower turnover, and a more positive customer experience.

Think about your own workplace—are new hires excited about their role from day one? Do employees feel equipped to deliver a consistent experience? Does your company culture inspire people to go above and beyond? If not, it may be time to reimagine your HR approach.

By learning from Disney’s HR and management playbook, you can create an environment where employees don’t just work—they thrive. And when employees thrive, so does your business.

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