Policies and Regulations
Code of Conduct - The Four Keys
Tokyo Disney Resort
We act with safety as our top priority.
Safety comes first in all actions we take to create happiness for Guests visiting our Theme Parks.
Disney Theme Parks adopt the Four Keys as their shared code of conduct with the aim of achieving the Cast Members’ goal, “We Create Happiness.” All Cast Members make decisions and act based on the Four Keys.
The Four Keys—Safety, Courtesy, Show and Efficiency—are aligned from top to bottom in the order of priority, and serve as the basis on which all Cast Members make decisions and act to provide the greatest hospitality to Guests.
The Four Keys are also the most valued standard for the OLC Group in operating Tokyo Disneyland and Tokyo DisneySea under license from Disney Enterprises, Inc.
[ Safety ]
In order to create a safe and relaxing place, the safety of Guests and Cast comes before anything else.
[ Courtesy ]
Based on the belief that Guests should be treated like VIPs, we also aspire to offer friendly, genuine hospitality; not just being polite, but providing service from the standpoint of the Guests.
[ Show ]
Cast Members are part of the show and should treat every day as opening day, approaching every task as part of a themed show, even when they are inspecting or cleaning the facilities.
[ Efficiency ]
Focusing on safety, courtesy and the show will, along with teamwork, help us achieve greater efficiency.
Actions and Performances
Tokyo Disney Resort
Whenever a Cast Member needs to make a decision or take an action, he/she thinks and acts according to the Four Keys, following the order of priority.
For example, one of the jobs of Custodial Cast Members is to mop up spilled drinks. They do this standing up rather than squatting, using their feet to mop up spilled liquids. This is to prevent accidents, since Guests caught up in the magic of the environment may not see the Cast Member if he/she were crouching down. Mopping up with feet may seem unmannerly, but this is because they put Safety before Courtesy or Show.
Ensuring Guest safety is a priority in everyday tasks, and it's guides the actions of all Cast Members.