The Hardest Working Cast Member

The Hardest Working Cast Member

On my last trip to Hong Kong Disney, I wanted to take some time to get video of the Jungle River Cruise, which is a very unusual attraction compared to its siblings in other Disney parks. I ended up riding it twice because my camera didn’t work the first time. But I observed some important aspects of managing that attraction by viewing it twice. And that’s the theme of our podcast today which can be can be found here on Podbean and here at iTunes.

Our show notes allow you to see some images of the experience. Here is the entrance. Note that there are three sets of turnstiles. One for Mandarin. One for Cantonese. And one for English.

Choose between three queues. I want to say they are all set at the same 20 minute wait when this photo was taken. Photo by J. Jeff Kober.

Once you step inside, the theming is fairly limited. Most of the covered–and well fanned queue is a maze of three queues. And you really can’t tell how either your queue compares in length to the other, nor where your queue completely ends up.

Guests lined up for the attraction. Photo by J. Jeff Kober.

Once you come to the end of the queue, you see that you are actually lined up with two other queues. From here you will be sent into a final holding area to board your boat.

Managing the attraction queue required consideration of the following:

  • How many were in each queue
  • How many boats were available and cycling through
  • Which skippers could do which version
  • Any other needs such as those with mobility challenges
  • Dealing with anyone who has a question or may be upset.
A hastily taken photo of the bright and attentive Cast Member I was observing. Photo by J. Jeff Kober.

Souvenirs for Your Organization:

Here are some takeaways from this story:

  • Where is critical thinking needed most?
  • Where does interaction matter to your customer? Are we focusing our employees to be transact or interact?
  • How are you freeing up your employees to attend to the most important critical thinking activities?
  • What resources are you providing your employees to draw on the critical thinking of others?
  • Is your hardest working employee your smartest working employee?

The final video I created and photos of the Jungle Cruise itself can be found at this site on Check it out.

You can also check out one of my articles on Fostering Critical Thinking on my site.

J. Jeff Kober

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