Working behind the scenes of your magical community is a dedicated team of Cast Members who take great pride in infusing both new and refurbished Disney Vacation Club Resorts with thoughtful expressions of Membership Magic.
For an inside look, Disney Files Magazine caught up with Disney Vacation Club Project Manager Jenn, who plays an instrumental role in facilitating these never-ending efforts to keep the neighborhood ahead of the curve.
Jenn told us that the spark of inspiration behind every resort project she manages, from the grandest spaces to the tiniest of details, comes from Members themselves – the families who call these special places “home.” So while words like “building” and “refurbishing,” “enhancing” and “re-imagining” are all part of the lexicon, it all begins with “listening,” whether she’s sailing with Members aboard a Member Cruise or joining Members at a Disney Park after dark to enjoy an evening of Moonlight Magic.
“Believe it or not, we even look to social media to better understand our Members,” Jenn added. “If you’ve left a comment on our posts, there’s a good chance I’ve read it.”
Embracing a “you ask, we listen” mindset, Jenn ensures that Members’ and guests’ voices are heard and considered.
An example of this is the recent refresh of the charming Mary Poppins-inspired fountain inside the lobby of The Villas at Disney’s Grand Floridian Resort & Spa. By the end of the resort’s temporary closure during the pandemic, the condition of the fountain’s playfully posed penguins had begun to deteriorate. As Members pointed out that some of the penguins had lost their sheen, Jenn worked with resort partners and Disney Imagineers to craft a new care-and-maintenance schedule, allowing the penguins to look their best.
“I truly value our Members’ feedback, and it’s exciting to represent such a large, diverse group of people,” she expressed. “They are the heart of this larger story. We’re just helping tell it for them.”
Jenn’s career has seen her influence projects beyond the Disney Vacation Club neighborhood as well, supporting initiatives across some of your favorite Disney destinations, including the launch of Toy Story Land at Disney’s Hollywood Studios.
“Our support begins as soon as a product is ready and accessible for Cast to preview,” Jenn said of her typical workflow. “From there, we perform frequent assessments throughout its inaugural year, address concerns and come up with solutions.”
Beyond listening to feedback, Jenn and her team study the ways in which guests utilize a space, identifying challenges and exploring solutions.
Recalling, for example, the wear and tear of oversized toys at the entrance of Toy Story Land that resulted from guests using the props as places to sit, Jenn collaborated with colleagues and partners to turn oversized Tinker Toys into functional seats, serving guests’ needs in a way that better supported both safety and show quality.
“A lot of the work I influence broadly impacts Disney storytelling,” she said proudly. “I hope that Members and guests find joy in knowing that we’re in their corner and are committed to protecting these timeless stories.”
Among Jenn’s proud possessions is her personal hard hat from her previous role with Walt Disney Imagineering.
BEFORE
AFTER
Look for more profiles of “Membership Magic Makers” across our “Membership Magic Insider” email newsletter, on the Life at Disney blog (visit sites.disney.com/lifeatdisney/ and explore the “Employee Stories” section), as well as in each edition of Disney Files Magazine.
