Hong Kong Disneyland continues to be a dream come true for employees after 10 years and counting
- The theme park recently honoured more than 2,000 employees – about one-third of its total workforce – at its first-ever long-service awards ceremony
- Its ‘Cast First’ approach is among the reasons why twin brothers Rodolf and Randolf Escalona have worked there for more than a decade
Almost 30 years ago, young Rodolf and Randolf Escalona would run to their neighbour’s home every day after school to turn on the television – a rare household item in their village in the Philippines at the time – and watch Mickey Mouse cartoons.
Mesmerised by the iconic Disney character, the once-conjoined twin brothers would dream of the magical moment when they could see that world on television come to life.
The opportunity came in 2012, when Hong Kong Disneyland Resort held overseas auditions in Manila.
The brothers, who had been finalists on the television competition show Pilipinas Got Talent as a dance duo and were working at a local dance studio, pulled together funds from friends and teachers so they could fly over for the audition.
Today, the Escalona twins are celebrating their 12th anniversary of working at Hong Kong Disneyland. They are two of the performers in Mickey and the Wondrous Book, a popular recurring musical show at the theme park.
Celebrating employees’ long service
The brothers were also among the employees of Hong Kong Disneyland Resort – which calls them “cast members” – who were invited to join the park’s first-ever long-service awards ceremony.
The March 20 ceremony recognised more than 2,000 individuals who have worked at the park for a decade or more, accounting for about one-third of its total workforce. This number not only included cast members, but also members of the design and development team known as “Imagineers”.
“This is a very special night. The Walt Disney Company has a tradition of celebrating and recognising cast members serving their 10th anniversary and onwards,” said Chan Wai-quen, vice-president of human resources at Hong Kong Disneyland Resort.
“Now that we’ve started this tradition, we will continue to celebrate our cast members who reach their milestone anniversaries annually,” she said, adding that going forward, the ceremony will be held every year in various formats to recognise the honorees.
More than half of the honoured cast members work in frontline positions, and a handful of these long-service employees had joined even before the park’s grand opening in September 2005.
Chan noted such numbers are encouraging.
“It’s extraordinary to get this level of loyalty in hospitality and in service roles. We’re fortunate to have this kind of commitment from our cast members,” she said. “At the same time, they also enjoy working with each other and the purpose that they have here – to create happiness.”
Addressing the long-service award recipients at the ceremony, Jill Estorino, president and managing director of Disney Parks International, said: “Every cast member and Imagineer here tonight is a ‘Magic Maker’. Your commitment, passion and dedication play a key role in making Hong Kong Disneyland the special place that it is.”
Putting cast members first
After more than a decade as Hong Kong Disneyland cast members, the Escalona twins’ love of performing has not diminished in the least.
“We just love dancing. Seeing the guests, especially children – particularly since I have a daughter now – happy, really motivates us and keeps our passion alive,” Randolf said.
Rodolf agreed, adding: “It really is the happiest place on Earth.”
Chan attributed part of the success in retaining staff to the park’s “Cast First” and “Happy Me, Happy Guest” strategies.
“When we talk about Cast First, we mean a couple of things,” Chan said. “Firstly, they have a chance to see a new show or a new product before any of our guests, or they have an exclusive opportunity or experience that even the guests do not have.”
The long-service celebration presented a prime example of this Cast First approach.
Hong Kong Disneyland was open solely to its employees along with their families and friends during the event. A red carpet was rolled out, flanked by Disney characters and company executives as well as colleagues from Hong Kong and the US, with all giving congratulations and high-fives to the award recipients as they arrived.
Investing in people
Hong Kong Disneyland Resort also offers a wide range of attractive benefits to its employees, including free admission to most of the Disney parks around the world, three-week parental leave and three-week child-bonding leave.
In addition, they can apply for an education investment programme that provides financial support for pursuing external studies such as language courses.
When the Escalona twins arrived in Hong Kong, they spoke very little English, making it challenging to communicate with their fellow cast members.
“The language barrier at the time made us super shy,” Rodolf recalled.
But with the help of programme-funded English classes as well as their multinational colleagues, the brothers gradually gained more confidence not just in communicating, but also in performing.
Both Escalonas often refer to their workplace as their “second home”. They also consider their colleagues to be a key source of motivation, encouraging them to improve and lift their spirits when they are feeling down.
Chan pointed out that it is essential for any company to foster a friendly and inclusive atmosphere among its workers who come from a diverse range of backgrounds. This, she added, is quintessential to the success of Hong Kong Disneyland Resort.
Michael Moriarty, managing director of Hong Kong Disneyland Resort, agreed. In his address during the long-service awards ceremony, he told the recipients: “Take a moment to look around you and appreciate the teammates and partners who have become your friends and family. These special bonds and your passion for what you do will keep your Disney journey magical and rewarding.”
Chan noted: “We believe that everything starts from having an outstanding cast experience. And if we are able to deliver [a good experience for our cast members], then the guests will have an outstanding experience, and business success will follow.”
To support the well-being of its employees, Hong Kong Disneyland Resort formed the Cast Advisory Council, which includes cast members from different departments, and the Inclusion Advisory Council, comprising cast members who represent different regions and cultures.
Watching Mickey Mouse on television growing up, we never thought that one day he would be our ‘boss’
These councils plan various events and activities year-round, such as a designated wellness month when cast members share their hidden talents with colleagues, from teaching tai chi to meditation. For example, Chan said one of the resort’s executives offers fitness classes to cast members, while she teaches yoga.
For the Escalona twins, it all adds up to make their time working at Hong Kong Disneyland a dream come true.
“It’s our dream to be part of the happiest place on Earth and to be giving our guests a wonderful experience,” Rodolf said. “It’s bringing back memories of when we were kids and dreaming of being in our situation now.”
“Watching Mickey Mouse on television growing up, we never thought that one day he would be our ‘boss’,” Randolf added with a laugh. “Coming to work here is still a big, magical moment for us.”
