Relaxed Disney Look for Cast Members
Disney Parks, Experiences and Products has shared an update from Chairman Josh D’Amaro on where Walt Disney World and Disneyland stand in their efforts in creating a place where everyone is welcome and taking action to create meaningful change. This post will share the new points, plus our commentary on the changes.
Disney’s update touches upon a range of topics, including reimagining attractions to be more inclusive. This includes things big and small, from the Soul of Jazz exhibit at EPCOT to ongoing enhancements to Jungle Cruise and last summer’s announcement that that Splash Mountain will be rethemed to the Princess and the Frog at Walt Disney World and Disneyland.
D’Amaro also discussed the shift from the Four Keys — Safety, Courtesy, Show and Efficiency — which guided Disney’s approach to guest service for more than 65 years to the Five Keys, with inclusion at the heart. These Five Keys will continue to guide Disney as the company interacts with guests, collaborates internally, makes critical business decisions, and creates the next generation of Disney products and experiences.
The relevant new information revealed by D’Amaro in the update is that Disney is looking at other traditions. Specifically, a relaxation of the “Disney Look” policy that guides how Cast Members show up for work. The company has an updated new approach that provides greater flexibility with respect to forms of personal expression surrounding gender-inclusive hairstyles, jewelry, nail styles, and costume choices.
The relaxed Disney Look will also allow visible tattoos that are appropriate. Tattoos on the head, neck, or face will not be permitted. Tattoos that depict nudity, offensive or inappropriate language or images, or violate the Walt Disney Company policies will not be permitted.
The Disney Look is being updated to not only remain relevant in today’s workplace, but also to enable Cast Members to better express their cultures and individuality at work. Here’s a video showcasing the changes:
Moving forward, Disney believes that Cast Members, who are at the center of the magic that lives in all theme park experiences, can provide the best of Disney’s legendary guest service when they have more options for personal expression — creating richer, more personal and more engaging experiences with guests.
This is just the beginning as the Walt Disney Company continues to work toward a world where we all belong — including a more diverse and inclusive Disney Parks, Experiences and Products. There’s more to do, but the company is committed to listening, learning, and making meaningful improvements.
The world is changing, and Disney will change with it, continuing to be a source of joy and inspiration for everyone around the globe. The Walt Disney Company will never stop working to make sure that Walt Disney World and Disneyland are welcoming places for all.
D’Amaro closes by saying that he’s excited about where the Walt Disney Company is headed, and will have more to share soon. (As we’ve said since last summer, there are other minor attraction updates to come.)
In terms of my commentary, I don’t really have a ton to say. I think it’s probably born out of practical necessities of the labor market more than Disney’s update suggests, but then again, the motivation is more or less immaterial to me. The world is fundamentally different than it was in the 1950s and companies need to evolve with the era. In other regards, Disney has been at the fore, but they’ve been slow on this front.
Moreover, while this is the hot topic of the day, this isn’t the first, second, or even third relaxation to the Disney Look in the last decade. It’s hardly unprecedented. Just since I’ve been an active member of the Walt Disney World fandom, there have been at least 4 instances of the rules being loosened. Many of the past changes have revolved around facial hair. Originally, no facial hair was allowed; that has been modified several times, and jewelry has also been allowed in the last couple of years.
Each change to the Disney Look has been met with controversy–from both directions.
One side has bemoaned the loss of Disney’s “clean cut” image and standards crafted during Walt Disney’s era, whereas the other has wondered why this antiquated set of rules still exists. I don’t doubt that this announcement will be met with similar reactions.
Personally, my take is that if this allows others to express themselves more authentically and comfortable in their role, great. If it attracts more great Cast Members who were otherwise apprehensive about working for Disney, double great. Whether a Cast Member has a tattoo, particular hair style, etc., has literally no bearing on my enjoyment of a theme park.
Beyond that, this hardly amounts to a free for all on potentially objectionable looks or anything of the sort as there are still clear limits on tattoos, accessories, and appearance in general. If you’re worried about kids seeing something they shouldn’t, well, I’ve seen plenty of lewd t-shirts on “clean cut” guests.
What matters far more to me is that Walt Disney World and Disneyland are able to attract and retain passionate individuals with high standards of customer service and a desire to carry forward the legacy of Walt Disney. In my view, appearances are not paramount to that legacy. One’s ability to “make magic” or offer exemplary guest service is in no way dependent upon how they look.
From a practical perspective, the Walt Disney Company is a significantly larger enterprise. Walt Disney World alone employs exponentially more people than Disneyland did back when the Disney Look policy was created. Onerous personal appearance standards might be something a mom and pop business can work around, but a colossal employer arbitrarily shrinking the labor pool in a tight market isn’t the most savvy idea.
If nothing else, the Disney Look has been an impediment to hiring and retaining people who would otherwise be great Cast Members. Right now in particular, as many companies are already having difficulty scaling back up after massive layoffs or furloughs last year, it would make sense that Disney would relax its appearance rules. Cast Member morale isn’t exactly high, and perhaps this will help with that and also Disney’s hiring efforts. It should go without saying, but Walt Disney World and Disneyland absolutely need to be competitive in the labor market.
At the end of the day, that’s pretty much where I’m at with the Disney Look. There will undoubtedly be a lot of fans against this, as is the case with literally any change, and especially that perceived as disregarding tradition or history. Many of those same people will also be the ones who demand exceptional service as guests, wonder why Cast Members aren’t “making as much magic” right now, and/or decry Walt Disney World wage increases because they don’t want to pay higher prices. When you recognize that for many prospective employees, Walt Disney World and Disneyland are regular ole employers just like any other, it becomes impossible to reconcile those contradictory positions. Something’s gotta give.
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YOUR THOUGHTS
What do you think of Disney Look being relaxed? If you’re against this, how do you propose Walt Disney World and Disneyland attract and retain Cast Members who offer superlative customer service? Further pay increases? More benefits? Do you agree or disagree with our commentary? Any questions we can help you answer? Hearing your feedback–even when you disagree with us–is both interesting to us and helpful to other readers, so please share your thoughts below in the comments!
Disney accepted my disabled daughter as a guest when it was impossible for us to go many places. Cast members universally treated her with more dignity and respect than most guests. I say if Disney can make more people feel the magic of acceptance then HURRAY for them! With luck, we’ll all learn a little about acceptance and understanding. We don’t have to force our values on people to enjoy a theme park; we just have to get along, stay safe and remember that we’re all there to have a good time. People who don’t support this change, don’t have to visit Disney Parks. It’s a choice. Disney has made theirs.
Sounds good to me but honestly so glad they aren’t allowing facial tattoos. Right or wrong they gross me out.
I have to remove myself from being notified about new comments. There’s just entirely too much hate in these comments simply because Disney wants to add diversity to their keys. Wow. Makes me glad there’ll be social distancing when we go to Disney next month! Have a nice day. I’m out
Please know that is not how Jesus views any people. All people are valuable and worthwhile. That was an unloving response.
I am an old fart and hate piercings and tattoos and dragon fingernails, BUT I think that has very little to do with a good employee and making Disney a happy place. Times change and styles change.
How anyone can take issue with these changes is beyond my level of comprehension, but it will undoubtedly happen lol. I’d say any time Disney wants to do away with arbitrary, antiquated, and pointless policies, go for it.
I have been a huge advocate against forced diversity. I think it should be organic. If WDW is going to allow people to join their ranks, that’s one thing. If WDW is going to force, or choose, people with these differences over people with out them, then I’m against it. I just hope that acceptance of differences doesn’t somehow destroy all sense of standards. We should uphold ourselves and others to standards. Otherwise, why have morals at all. Aren’t they just a set of standards that should be changed in order to include everyone?
Tom,
Thanks for you take on this. When I first heard about it, I was mostly concerned about the tattoos, but I hadn’t seen that there were guidelines on that. I think most of the other things seem pretty reasonable.
The only thing I wonder about is something that my 13 year old daughter commented on when we were there a few weeks ago. Disney is a fantasy world and when the real world creeps in too much, it destroys that fantasy. I just wonder if some of these changes might do that. They very well may not, but they also might. Her reference to this was that in several queues we were routed through back stage areas where there were industrial looking buildings, delivery trucks, cast members smoking, etc. and it really bothered her because it took her out of the fantasy and into the real world. I think most people pay the high prices for the fantasy, otherwise it just just an expensive amusement park and they would probably go elsewhere.
“Her reference to this was that in several queues we were routed through back stage areas where there were industrial looking buildings, delivery trucks, cast members smoking, etc. and it really bothered her because it took her out of the fantasy and into the real world. I think most people pay the high prices for the fantasy, otherwise it just just an expensive amusement park and they would probably go elsewhere.”
Some of what they’re doing right now with that makes me cringe, but that’s due entirely to physical distancing. The decision is either to cut the lines until they die down and risk guest complaints, or do this. I can sort of understand why they’re making the decision they are there.
I would not expect that to continue once physical distancing goes away. Especially in places like Star Wars Galaxy’s Edge, which was just built with meticulous theme and immersion.
As for tattoos, I wouldn’t expect that to be nearly as noticeable as some might envision. The practical reality is that an increasing number of people have tattoos, and it’s getting difficult for Disney to hire tens of thousands of people without visible tattoos of any sort.
Hi, employment law and civil rights attorney here! While not surprised, I find it sad that in the year 2021, still, the moment ‘diversity’ or ‘inclusion’ are mentioned there must be dissent. Historically and still presently the data has consistently showed qualifications and merit do not translate to equitable hiring practices. The empirical literature is vast showing minority applicants often have to exceed (if not far exceed) white counterparts. These are consistent general trend lines that have improved over several decades but remain substantially present. Just because diversity and inclusion doesn’t conjure up positive connotations for you does not mean it’s not a necessary campaign (even if corporate lip service) to address massive systemic and socioeconomic disparities. And if empirical evidence isn’t your thing, I’m a white, cishet man and I don’t feel threatened even remotely by a world that is evolving such that one day I may lack privileges and advantages (regardless of hardships) merry because of immutable social characteristics I don’t control. You’ll be fine too. Try and celebrate, envision, and encourage a society better for everyone.
This is a good move on Disney’s part, whatever the reasons. As someone partnered to a gender non-conforming individual, it is wonderful to see more representation in the Employees of a company as it makes the parks feel welcoming to us. It’s also great for younger generations to get to experience more diversity in the everyday world around them, of all kinds. I find it difficult to imagine why anyone would be opposed to this, and I’m glad you shared it!
PegP, did you read my post? I mentioned all of the things you said? That was part of my point. Perhaps he meant at this time, as you said. I agree we all enjoy meeting people from around the world; it seems especially appropriate in EPCOT, but whatever the case. i do not believe Disney puts Florida on the name tag if the person retired here to work at Disney. (Tom could better speak to this.)
I am not from FL, but have lived here about half my life. I do have friends who are natives, and they do get tired of people who move and complain about the food, culture, etc.. I understand: it’s not NY or NJ. There are pros and cons to all places. As for WDW, I missed it intensely when I moved away from FL, more because of the fact it IS quintessentially FL – the closest thing I have to home. I imagine CA feels the same about Disneyland.
If lack of diversity makes it less magical, come back later! Covid, in general, has made it less magical…not much can be done. But there are still magical moments…most, if not all, are created by the well-trained, wonderful CM’s of Disney, wherever they are from.
Just to nip this line of conversation in the bud because it’s really a non-issue and beside the point of the present change…
The International Program and Cultural Representatives will be back. Unfortunately, given current travel restrictions, it’s difficult or impossible to recall these Cast Members and reinstate those programs. Honestly, I wouldn’t be surprised if that remains the case until 2023. Vaccination efforts in many countries aren’t going nearly as well as they are here, so that’s going to take time. It’s nothing nefarious on Disney’s part, and they really have no control over that.
At this point, I’d expect the regular College Program to return first, which I would not have anticipated at this time last year. A lot could still change.
I think you missed the point of what Manny was saying, Susan. He isn’t implying that Disney shouldn’t hire Floridians. He’s saying that at this point in time, ALL the employees are Floridians. Personally, I loved seeing the native countrymen/women representing their countries in Epcot’s World Showcase. I enjoy seeing Africans performing their ritual dances in Animal Kingdom’s Africa. We enjoy looking at all the cast members’ name tags to see where they’re from. We actually make it a point to see how many different countries (and states) we can find. But while Disney is the home of Floridians, how many were born there? I have a friend who moved from PA to FL to work at Disney. Retirees move down there. Military members get discharged and stay there. And the list goes on. Do people really care if someone was born in that state or if they’re residents because they’ve moved there? Seriously???
DebC, exactly. I don’t really care who they hire so long as they are polite, caring, and magical – as CMs have been trained to be in the past. i do wonder where all this inclusion nonsense ends. I honestly did not know there was an inclusion problem? i have never one time heard a person say she went to WDW and “just didn’t like it because she didn’t feel she fit in!” Having said that, perhaps it’s more of a problem among staff? I have read face characters think they are better than costumed characters, and can be stuck-up. How is diversity training going to help that? Lol. “Animals are as important as people, people!”
Hire the best people, and you will always end up with a diverse group. But too many companies and government entities think they have to be diverse to the exclusion of white Europeans, and that’s discrimination, too.
I sure wish WDW would stop pandering to the views of half the country without caring about making the other half happy, too. Up until the last few years, they used to be an “equal opportunity offenders,”, lol, and that’s what real diversity looks like.
And will continue to be!!! What a rude and insulting thing to say! First of all, there are people there from different countries (although if this is so important to you, may i suggest the Disney Cruiseline). Second of all, Disney hires people who clearly have migrated to Florida from other countries/states. Thirdly, this is the HOME of Floridians, first and foremost, and they have been contributing to Disney’s success for decades! You would not have a Disney World without the important contribution of natives. They have a right to be who they are, however that offends you, just as you have a right to be who you are.
The problem is that right now Disney World is full of employees who are originally from Florida and that is not diversity. Actually it is the lack of diversity that is making it less magical.
100% have to be competitive in the labour market. You can’t give good customer service with out great team members. Another well written piece. Thank you!
In regards to tradition, I can’t see how a person looks applies to that. Not allowing beards or tattoos (or anything along those lines) isn’t a tradition. It’s merely a company rule that’s subject to change with any given CEO. Tradition at Disney is making magic. It’s striving to make Disney “the happiest place on earth.” It’s lighting up a child’s face with all the wonder and joy possible. Those are the traditions people should worry about; not whether someone is clean-shaven or has a “Mom” tattoo on his arm.
I’m all for diversity and hiring quality people representative of our country. It’s the magic of caring, helping, accepting, and embracing the Disney spirit that is important. Do you think the countries in Epcot will bring back their own people from the countries represented? I thought this was a highlight of many visits.
These rule changes will open Disney up to more candidates for employment. Hopefully the rule changes will not make the more conservative guests feel the desire to not return. I’m not a big fan of diversity for diversity’s sake. I’d rather they hire the best people for the job no matter what they look like.