North Kansas City Hospital Speech Language Pathologist Stephanie Ramirez, CCC-SLP, went to college with Mickey Mouse and Cinderella. In 2007, officials selected her for the one-year Disney College Program at Walt Disney World in Orlando, FL. Every day, she lived the Disney experience. “I always loved Disney growing up,” Stephanie recalled. “This was a dream come true.”
As a child, Stephanie fell in love with all things Disney after visiting Disneyland in California. She’s creating those same memories for her children, Owen, 5, and Mia, 19 months. They know the Disney characters, watch the movies and see the parades on television.
Owen made his first visit to Walt Disney World at age 2. Stephanie planned a trip for both children in 2020 until COVID-19 canceled those plans. She’s hoping to travel in 2021.
For Stephanie, Disney World is “a place where everything is happy and magical; all your worries melt away.” It was that feeling that Stephanie created as a Disney employee or cast member.
Behind the Scenes: How the Magic Happens
- Aromas, such as cookies baking, are dispersed into the park. Guests should see, feel and smell for the most complete experience.
- Work occurs 24/7 to replant, repaint and maintain the property. Guests always see a well-maintained property.
- For Christmas, the park is transformed overnight into a winter wonderland. The fake snow is made of soap.
- An underground tunnel system, complete with a restaurant and bank, allow the characters, cast members and celebrities to travel around the property.
- Haunted Mansion is the only place where cast members don’t smile.
Working as a Disney concierge, Stephanie focused on exceeding guest expectations. She served many roles from vacation planning to creating balloon bouquets for guests celebrating a special occasion. She learned the signature for characters, including Mickey Mouse and Ariel from “The Little Mermaid,” so she could leave children handwritten cards. One time, a guest purchased an entire bag of ornaments only to drop the bag and break the contents. Park officials sent Stephanie shopping to surprise the guest with replacements of the entire purchase. “We went out of our way to create magical moments for our guests. You always went above and beyond,” Stephanie explained.
Fun fact: Disney will mark the 50th anniversary of the Florida park and resort on October 1, 2021.
Customer Service Basics
- Preserve and protect the magic. There is only one Mickey Mouse, which means no matter where someone is in the park, there will only be one Mickey "onstage" and his signature will be the same whether his autograph is from Florida, Paris, Hong Kong or California.
- Stay in character and play the part. Characters and cast members never walk in an area not appropriate for that character. For example, a cast member in a Frontierland costume would never be seen walking around Tomorrowland.
- Be courteous and respectful to all guests. Greet children first.
- Make guests feel special.
- Go above and beyond for guests.
Stephanie and her husband with Mickey.Stephanie and her boyfriend (now husband), Daniel, lived with other students at the park from 2007-2008. She worked at the Caribbean Beach Resort, and he at Pecos Bill Tall Tale Inn & Cafe. She enjoyed meeting Disney employees from other cultures. The Epcot Theme Park, within Walt Disney World, continues to highlight food and culture from 10 different countries.
Stephanie still uses the skills she learned more than 12 years ago. “I met so many people and that has helped me connect with my patients,” Stephanie said. “Something has happened in their lives, which is why they are seeing me. I take those situations, try to make it easier for them and give them hope it’s going to be alright. That’s how we wanted people to feel at Walt Disney World.”
Plan for the Best Experience
- Download the My Disney Experience app in advance to make park reservations, do mobile food orders and check ride wait times.
- The previous 180-day advanced reservation window is now 60 days before day of arrival.
- Magical Express from the airport has ended.
- There are no more “extra magic hours.” Instead, for guests staying at a Disney hotel, they can enter ANY park 30 minutes early.
- Park hopping is restarting. Make a reservation for a specific park (capacity is increasing to 40% of normal), then after 2 p.m., with a park hopper ticket, go somewhere else.
- Due to COVID-19, there are temperature checks, physical distancing and masks. Some fireworks and parades are temporarily stopped. Character meet and greets are still happening but at a “distance.” Go to their official website for more information.
