Actions and Performances

Happiness and Hospitality

Tokyo Disney Resort's

The OLC Group continues to spread happiness through its Theme Parks business.
Disney Theme Parks provide “Happiness” to our Guests through outstanding attractions, shows and parades, and by transporting Guests to a magical world of fun in a safe and clean environment. But our commitment to the quality of park facilities alone cannot spread happiness—it is the hospitality of Cast Members working at the Theme Parks that is an integral part of this experience.

Walt Disney once said: “You can dream, create, design and build the most wonderful place in the world, but it requires people to make the dream a reality.” We can build the most wonderful Theme Parks in the world, but that alone will not bring happiness to our Guests.
The hospitality offered by our Cast Members is exemplified by the attention to detail and service quality; it involves ascertaining and understanding the expectations of every single Guest, fulfilling those expectations and doing our utmost to provide services that exceed those expectations. The happiness we bring through our Theme Parks is based on the hospitality offered by our Cast Members; it springs from their desire to bring a smile to the faces of our Guests and to give them a happy experience.

Smiles for Tomorrow, a Donation Program Commemorating 35th Anniversary

Tokyo Disney Resort's

With the aspiration of delivering happiness to our Guests as well as children around the world, Tokyo Disney Resort carried out a donation program named Smiles for Tomorrow in commemoration of the 35th Anniversary of opening. Under the program, we donated 3.5% of the sales price (excluding tax) of special Christmas goods purchased by Guests from November 1 to December 25, 2018 and an amount gained by multiplying 3.5 yen by the number of Guests who used the program’s designated attractions during the same period to UNICEF through the UNICEF Inspired Gifts, an initiative for delivering supplies to children of developing countries around the world. The donation money amounted to a total of 14,330,613 yen.


*Among UNICEF Inspired Gifts, we designated measles vaccines, therapeutic milk, oral rehydration salt, and School-in-a-Box educational kit, among others, for which a donation was made to Japan UNICEF Association on February 28, 2019.

Smiles-for-Tomorrow-designated items
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Smiles-for-Tomorrow-designated items
Smiles-for-Tomorrow-designated attraction, it’s a small world
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Smiles-for-Tomorrow-designated attraction, it’s a small world

Aspirations of people engaging in Smiles-for-Tomorrow donation program

Precious gifts that build the future
Madoka Otsuka, Japan UNICEF Association

In this commemorative year for Tokyo Disney Resort, thanks to the many people endorsing and supporting this program, Japan UNICEF Association will be able to deliver many supplies to children, including vaccines, pharmaceuticals, educational materials and school supplies. These supplies constitute precious gifts that protect the lives and health of children, expand their potential, and build their futures.
I hope that this circle of support will expand to bring more happiness to children.

Bringing happiness to children around the world
Social Activity Promotion Department staff
 

Implemented in commemoration of the Tokyo Disney Resort 35th Anniversary, this program is rooted in our aspiration to deliver happiness to children around the world in cooperation with our Guests. The program also generated new experience value for Guests by enabling them to participate in a social contribution activity through shopping and enjoying attractions. We will continue striving to deliver happiness to society in cooperation with even more Guests.

Bringing Happiness to the Customers and Society

Happiness is a very important concept that is instilled in each and every one of the Cast Members working at Disney Theme Parks. The OLC Group places special emphasis on bringing happiness to our Guests and to the community in our approach to corporate social responsibility.
As we have shown in the way in which we have fulfilled the expectations of Theme Park Guests up to the present moment, bringing happiness to our Guests and to the community at large means to pay attention to the Guests’ personal concerns as well as to take into account the Guests’ social environment in the course of our business activities.
The OLC Group has always been attentive to the needs and voices of our Guests and society at large, as can be seen in our efforts to create a comfortable environment for all Guests, and product labeling that encourages Guests to be health-conscious.
Also, we believe that the happiness we offer to our Guests through our architecture, art, culture, history, film, music, and landscape, as well as through the hospitality of our Cast Members, brings smiles to their faces, nourishes their minds, and enriches their lives.
We will remain committed to bringing more happiness to our Guests and the community through business operations that address the social perspectives and needs of our Guests, including their diversifying values and increasing interest in environmental issues and various social matters.

Offering Guests from Overseas a Comfortable Time

Policies and Management Structures

Serving Guests from Overseas at our Theme Parks

As a growing number of travelers have started to visit Japan in recent years, our Theme Park Guests from overseas are becoming increasingly diversified.
Under its 2020 Medium-Term Plan, Oriental Land Co., Ltd. upholds its core business strategy of strengthening measures to offer overseas Guests a more comfortable time at our Theme Parks. Specifically, we are pursuing a variety of initiatives to mitigate the inconvenience they may experience due to language and cultural differences.
In promoting the initiatives, the Overseas Guests Accommodation Subcommittee was established for implementing companywide measures. The subcommittee is composed of all departments engaged in Theme Park operations, and the CS Enhancement Group of the CS Enhancement Department and the Inbound Marketing Group of the Marketing Department, Marketing Division, serve as its secretariat. The subcommittee holds monthly meetings managed by each department to assess the trends and needs of overseas Guests and implements concrete measures to better accommodate them, including introducing training programs to promote understanding of foreign cultures and the trends of overseas Guests.

Actions and Performances

Multilingual service at our Theme Parks

Tokyo Disney Resort's

As of FY 2018, our website and guide maps are available in Japanese, English, Chinese (Traditional and Simplified), Korean, Thai and Indonesian.
In November 2017, we redesigned our guide maps so that each language version is more easily identifiable, which helps Cast Members greet and address Guests in their respective languages. We also changed the content of the guide maps with the aim of encouraging Guests to talk to Cast Members. Specifically, a new section entitled “Just Point & Ask!” was created in the inside page of the guide maps, where some sample questions and helpful answers are indicated in their respective languages as well as in Japanese. Sample questions and answers are added each time the guide maps are reissued.
In September 2018, we introduced Foods & Goods, a tool for recommending foods and goods to overseas Guests.

Redesigned guide maps in multiple languages
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Redesigned guide maps in multiple languages
New tool for overseas Guests (only in English)
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New tool for overseas Guests (only in English)

In May 2018, we redesigned our foreign language websites to make them just as informative as their Japanese counterpart. These foreign language websites now roughly mirror the Japanese version to help Cast Members better serve overseas Guests, even if they do not speak their language. In addition, in December 2016, we began offering online booking for Disney Hotels and purchase of Disney e-tickets and Tokyo Disney Resort Vacation Packages (official package deals) in Chinese (Simplified) as well as in Japanese and English.

Website in Korean
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Website in Korean

Guest Service Tools Used at our Theme Parks

Tokyo Disney Resort's

To allow our Cast Members to readily communicate with Guests from overseas, we have a variety of tools including booklets outlining the services offered at the Theme Parks and our requests for Guests, as well as a phone interpretation service. In August 2017, we additionally introduced a smartphone translation app to help us provide them with services finely attuned to their needs.
The booklet, which was revised in December 2018, now contains 979 fixed phrases using Theme Park terminology, with 356 new phrases added. With the addition of new phrases, our Cast Members are now able to address division-specific needs and provide Guests with smooth guidance. The smartphone translation app has also been updated, allowing Cast Members to gain access to the fixed phrases on their app.

Smartphone translation app

Food Choices for Vegetarian Guests

Tokyo Disney Resort's

We offer food choices for vegetarian Guests* at three restaurants at Tokyo Disneyland and Tokyo DisneySea, respectively, as of April 2019, as listed in the following webpages:

Tokyo Disneyland
Tokyo DisneySea
 

*The vegetarian dishes are made with egg and dairy products. They exclude meat and fish.

Our Commitment to Well-being of Children: Menu Items

Tokyo Disney Resort's

The Sherwood Garden Restaurant located in the Tokyo Disneyland Hotel sets up a buffet counter for children during lunch and dinner hours. The buffet offers vegetables prepared to cater to children’s tastes, such as vegetable bread.
The children’s buffet counter is lowered to allow for ease of access. The children’s buffet and its health-conscious selections allow even picky eaters to enjoy a fun and healthy meal.

*Buffet menu varies by season.

Health-conscious menu at Tokyo Disneyland Hotel
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Health-conscious menu at Tokyo Disneyland Hotel