Creating Disney Magic: Lessons in Leadership, Management, and Customer Service
Lee Cockerell
Thursday, 31 Jan 2019 at 7:00 pm – Great Hall, Memorial Union
Lee Cockerell, former Executive Vice President of Operations for the Walt Disney World® Resort, has held various executive positions in the hospitality and entertainment business and authored several books on leadership, management and customer service excellence. At Disney, Cockerell led a team of 40,000 cast members and was responsible for the operations of 20 resort hotels, 4 theme parks, 2 water parks, a shopping & entertainment village and the ESPN sports and recreation complex in addition to their ancillary operations. He also created the Disney Great Leader Strategies, which was used to train and develop the 7000 leaders at Walt Disney World. His books include Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney and The Customer Rules: The 39 Essential Rules for Delivering Sensational Service.Part of the 2018-19 Helen LeBaron Hilton Endowed Chair Lecture Series, hosted by the Department of Apparel, Events and Hospitality Management
Cosponsored By:
- Apparel, Events, and Hospitality Management
- College of Human Sciences
- Committee on Lectures (funded by Student Government)
Stay for the entire event, including the brief question-and-answer session that follows the formal presentation. Most events run 75 minutes.
Sign-ins are after the event concludes. For lectures in the Memorial Union, go to the information desk in the Main Lounge. In other academic buildings, look for signage outside the auditorium.
Lecture Etiquette
- Stay for the entire lecture and the brief audience Q&A. If a student needs to leave early, he or she should sit near the back and exit discreetly.
- Do not bring food or uncovered drinks into the lecture.
- Check with Lectures staff before taking photographs or recording any portion of the event. There are often restrictions. Cell phones, tablets and laptops may be used to take notes or for class assignments.
- Keep questions or comments brief and concise to allow as many as possible.