Communication on the Rails: Coordinators and Leaders

Although it can be slightly intimidating communicating with a person in a higher position in a large company, Disney Transportation ensures that each employee feels comfortable around their fellow cast members no matter what position they are in. If a real emergency occurs, coordinators and leaders guide you. If you create a “magical moment” for guests, or go out of your way to make a guest’s vacation special, coordinators and leaders will praise you. Keeping in contact with them helps to gain leverage and trust within the Disney Company. Disney highly values leadership and what it stands for.

I have found the coordinators to be a large part of my success on the monorails thus far. All of the coordinators are familiar faces, since many of them are platform operators and monorail drivers as well as being coordinators. As seen in my last blog post, audience control is very hands-on and requires an abundance of communication skills. While sustaining audience control, Monorail 3 (the coordinators who are at each location for support and relief) know that I am handling up to thousands of guests in a short period of time, especially during “rush” periods after parades or fireworks. During these “rush” periods, the coordinators will sometimes assist me with handling guests. They open more gates, or simply stand near me to help answer additional questions that guests may have. While conducting audience control, it is important for me to let the coordinators know when I need any supplies such as microphones or signs.

disney leader.jpg
Monorail coordinators and leaders are very helpful and assist monorail operators in time of need. If a monorail operator is closing a station, a leader or coordinator will let the operator know of their location via radio and pick  the operator up in a car as seen above. (Derek J. Ewing, 2014)

I’m a new monorail operator, and I’m still fresh out of training. Training can be overwhelming, and every once in a while, I may forget what to do in certain circumstances. Sometimes, there are one or two things a trainer forgets to cover as well. Coordinators are around to assist with those circumstances. For example, I was only briefly trained on how to set up queues, and a coordinator was able to show me the full process.

Monorail operators cannot be afraid to communicate with coordinators, because anything could go wrong at any time. For example, a hatch cover was down and falling on guests in one of the monorail trains, and I had to call a Central coordinator via radio. The coordinator can then send maintenance to fix the issue.

If anything major goes wrong, coordinators are there to conduct procedures and assist. If a beam is undergoing problems and is shut down, they will assist fellow cast members and guests. If there is an emergency, they will be of service to everyone involved. However, it is my job to let the coordinator know of the issue before they can help.

Leaders oversee coordinators, platform operators, and drivers. Therefore, if I have a concern with anything within the department, the leaders are the people I must see. I have had two leadership engagements so far. One was during training in the morning, and one was halfway through my shift at night this week. Both leaders were very open and wanted to know how my experiences were within the department as a College Program participant. These engagements are very beneficial; one of my leaders is attempting to connect myself to the Walt Disney World communication department.

Keeping in contact with leaders and coordinators will help me during my present and future within the company. They are constantly on the lookout for each monorail operator and how they treat each other and guests. Communicating with coordinators on a regular basis is just as important as communicating with guests and fellow monorail operators on a regular basis.




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