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!
Walking outside to put the trash out is “throwing” gender and sexuality in someone’s face.
Yay!!!! *Stamp of approval* Tasteful tattoos won’t pop my Disney bubble!
Tattoos don’t change who a person is. If they are great at customer service, they’ll be great at it whether they have two (tasteful) tattoo sleeves or bare skin.
No magical express….sterile room refurbs….slowly the magic disappears. This is just one step closer to being a stationary version of our local travelling carnival.
DebC – That statement took my breath away. YES! That’s it exactly.
I’m queer and nonbinary and tbh it’s about time. I’m also Black and years ago while employed at an office was told my neatly kept locs were “unprofessional” and was forced to cut them off to keep my job, something that remains intensely traumatizing to this day. And most Black people can tell stories like this. It’s never “just” hair or clothing, when you are a POC and/or LGBT. And the pearl clutchers need to get over themselves, Disney parks are the last place ‘phobes need to be given the sheer number of LGBT cast. “The magic” would not exist without queer and trans people lol.
Middle aged, caucasian, heterosexual male here. On a personal basis I have no issues with individual choices in hair, makeup, tattoos, or piercing. Professionally, as a dentist, I think lip and tongue piercings can be nightmares, but that’s a separate story. I don’t care about your gender or sexual preference. I think terms like magic and bubble are overrated. I go to ride rides, see shows, and take pictures. I have no problem with cast members being real people rather than 1950’s era, Disney created stereotypes. I do me best to treat the cast politely and I expect the same.
Firstly, Hi Tom. I’ve never commented before but I’ve read your blog for a long time and I love your work.
Secondly, a brief introduction. I’m a 44 yr old male, I’m married, I’m a department manager for a financial services company, i studied to degree level andI volunteer at a local food bank. I Also have tattoo’s up both arms and a beard. Apparently I make Disney parks less safe and clean! How dare you people. Who do you think you are?
I haven’t replied to anyone directly as I do not have time to argue with people who feel it is perfectly fine to judge others because of facial hair, (?seriously?) amongst other things!
The main thing that I wanted to say is that one of the comments stated this change is another reason to visit Tokyo. I have been to Tokyo and have never felt more unwelcome anywhere, not because of the cast members, they were amazing but because of the other guests. They would openly laugh and point at me, I would see people whispering to friends while looking at me. If I’m honest, it was awful and I will likely never return (what a shame) but if that is the environment that you want the Disney parks to be then shame on you!
The world is changing for the better and if you don’t like it then you had better get out of the way. Well done Disney for a very positive step forward and Tom for a great article.
Have a magical day everybody.
The point of a ‘quota system’ as you call it, is to give people who are generally overlooked due to gender/race/socio-economic background, who have the necessary skills and qualifications, the same opportunities.
Despite what people who live in a bubble may think, jobs often do not go to the most qualified candidate but to the one who fits the recruiters ‘look’. Of course as another poster said, that’s not actually what the article is about.
Sarah C, I just wanted to thank you for your post about your disabled daughter. Just yesterday, I was remembering our family’s first trip where I wondered if my child with ASD would need accommodations and how another child would be received as a huge princess fan–who isn’t a girl. The male pages at the princess Meet & Greets made us all feel so welcome and gave special attention to my princess lover and they became as much a part of his repeated M&G hours as the actual princesses. While these gentlemen were all “clean cut” (in 2012), their appearance (outside of their fun page costumes) is not what made a heartwarming experience.
The right employees are the ones who can make memories like that.
A common desire for Disney guests is to be “inside the bubble” and to feel that life inside WDW is better, easier, safer, and cleaner than the outside world. It’s also part of the “theme” in the theme parks. I guess my question is, “will having heavily tattooed, pierced, bearded CM’s serve you enhance your experience?” It seems that for some commentators the answer is strongly “yes.” For me, I see this as, once again, a business decision made by Mangement at the expense of guest experience. This is another reason to visit Tokyo over Orlando. On the other hand, Chapek has always reminded me of a low-level enforcer so perhaps he has a real bond with this population.
This is one of those changes that only really matters to old people, or people with a political agenda. This is just Disney acknowledging that it’s 2021, not 1955.
I’m the first to complain about a lot of Disney changes. Anything that reduces or removes the “magic” makes me very upset. But the “clean cut” look of Disney cast members stopped being a “special” thing decades ago. It’s no longer culturally relevant. I never noticed or paid attention to it before, and I don’t expect to notice it now it’s changed. When my generation and younger sees tattoos or piercings, it just doesn’t have any impact on us one way or another. Unless they’re really extreme, it doesn’t signify much at all.
This announcement makes me sad and disappointed. I don’t care what your gender is, or sequel preface, keep it at home. I like the professionalism throughout the park. Not throw it in everyone’s face what you say you are.
I am disabled and I became so when my daughter was age 7. We live locally and spent a lot of time in the parks. My daughter had a hard time accepting her new but not improved mom, and one of the things that helped normalize my wheelchair for her was seeing other adults using them. Seeing CMs in wheelchairs or with other mobility disabilities in our happy place probably would have helped her. One of her friends is Sikh and we were discussing what country should be added to World Showcase and he chose India because he wanted to see CMs with turbans. I’ve never seen a CM with a yarmulke or a hijab, either.
Seeing people like yourself matters. It helps you feel normal, like you belong. I think this is great.
Exactly! The inclusive narrative is getting out of control. Just goes the best people for the job. That’s the true definition of inclusion. You shouldn’t hire just to fill a quota. That is discriminatory.
People need to stop bugging so hung up on their differences and just focus on doing their jobs.
Tom, I was very apprehensive when I read the title, “Relaxed Disney Look for Cast Members”. I was afraid you were going to tell us CM’s no longer had to wear appropriate costumes for their land. That someone could now work at say Pirates wearing jeans and a New York Jets tee shirt or someone could give the Keys to the Kingdom Tour wearing their yellow tweety bird Pajama bottoms, a green sports bra and ratty flip flops reducing WDW to a WalMart with rides.
Maybe it’s because I’m from NY, spent a lot of time in LA and a bunch of years on cruise ships that I didn’t find any big changes in this story. For crying out loud my local Lowe’s, Best Buy and a few other stores have had transitional people working in them for a few years now.
This shouldn’t surprise anyone but if you’ve been to WDW your vacation was partially made successful thanks to members of the LGBTQIA community.
From what I’ve seen inclusivity has always been key at WDW. I guess it’s good that mgmt has acknowledged it by saying it outloud and making it a 5th key.
A few weeks ago I got some great help at Best Buy from a geek squad member. White shirt, black pants, black tie, striking electric blue hair with matching fingernails. This person knew their stuff and was really great. That’s what was important to me and when I mentioned that I liked the way he had matched his nails to his hair, they told me I had made their day because no one else had noticed.
I’m a straight heterosexual male but darn it I love that rainbow Mickey Mouse dress shirt and I don’t care what anyone thinks as long as my wife says I look good in it.
Sorry Tom but I didn’t see anything earth shattering in this blog.
And what the heck was the earlier argument about WDW hiring too many Floridians? I’d work there but with rising gas prices the commute from New York would kill me. Such nonsense.
I admittedly have a problem with the announcement. My personal hang up is in regards to the attention to detail in all aspects of the Disney experience. I’m not the person that can afford to visit whenever I wish. When I do get the rare privilege to visit, I absolutely love the all of the details the cast members put into every setting and interaction. My escape is the illusion created that fires up my imagination. I worry that some cast members may opt for personal choices that will break the illusion of Disney magic. Although, as you pointed out the guests are the jarring reality in the parks.
I also feel a small sacrifice to the stage would be worth while if it contributes to morale. I would prefer cast members felt the company is loyal to them as they are to Disney. I would also hope they can be well compensated and cared for with benefits. But, ultimately it’s not my business and it will be up to me to get over the lowering of standards (again) in regards to appearance or costuming. If my next visit shows employees doing a job vs cast members supporting the show, I’ll just have choose if the expense is worth returning in the future. I am a life long fan but realize my money isn’t going to impact the share holders any time soon.
Appreciate the conscious effort Disney is doing to mix things up & diversify workforce.
But don’t many customer service companies, conscious or unconsiously hire certain types of employees. Spencer gifts, Nordstrom, Lane Bryant, Victoria Secret’s attract and hire certain types. I beleive part of this must be based on expectations of their customers. I work retail 50+ white male. I don’t think I would be hired at any of these retail locations – maybe Nordstrom in the mens department. How uncomfortable shoppers would be having me welcoming you to Spencer Gifts, Lane Bryant or Vitoria Secret’s. Open to diversity but people being people expect certain expecations or norms in certain customer service situations.
No objection with people with tatoos but not sure if Disney hires someone like Post Malone with a face tatoo that says “Stay Away” working certain situations – not sure how comfortable I would be. Dont know Post Malone, dont listen to his music but he dose come across as a great guy – Doritos comercials and all.
At least this topic is getting people to talk.
I wish we could all ignore the wrappings of the package and just look at the gift inside the box.
Joe D lol guessing you didn’t read the article. Disney has actually been hiring CMs of all races for awhile now. This is about tattoos/attire/hair styles etc. That’s what it’s about.
Having never been a cast member, I can’t really opine on whether or not they feel included or welcomed. It just seems like a very welcoming and inclusive company to work for. Maybe the very best on the planet? So what’s the discussion really about? Diversity for Diversity’s sake? I hope they aren’t putting diversity ahead of talent – both are neccessary and hiring practices should be fair, but in my opinion talent is vastly more important, regardless of race or background – is a quota system next?