One in three manager-level cast members began their Disney careers in hourly operations roles. Learning how to be a leader may be complex, but Disneyland Resort makes learning the ins and outs of management easier with the Emerging Leaders program. Having originated decades ago and since its relaunch in 2023, this transformative training program has prepared generations of cast members as they advanced their careers into managerial roles.
What is Emerging Leaders?
Emerging Leaders is a unique program in which cast members who have recently entered a salaried leadership role in Park Operations or Hotel Operations participate as part of their training. Led by Senior Operations Training Manager Frank Shaver-Burgess, the program prepares new leaders by pairing them with a mentor and offering classes – totaling over 100 hours of training, guided learning and mentoring over the first several months in their new roles.
“We spend time carefully curating each class, each activity, moments for connection and networking for our participants,” Frank said. “Everything we do is intentional.”
Members of the Leadership Development team who bring Emerging Leaders to life (from left to right): Danny Chase, Frank Shaver-Burgess, Valerie Means and Eric Cuevas.
Emerging Leaders: Evolved
The Emerging Leaders program continually evolves to provide new resources and training to keep up with the growth of the resort. The Operations Leadership Development team incorporates feedback from enrollees to give cast members more opportunities for better connection between fellow cast members, area leaders and mentors.
Emerging Leaders Program Manager Valerie Means facilitating one of the courses offered to new leaders.
Meet the cast members behind-the-scenes
Two cast members who play vital roles in the Emerging Leaders program are Valerie Means and Eric Cuevas.
Valerie Means is the program manager and primary facilitator. Having made magic at Disneyland Resort for over 14 years, Valerie’s former role as an Attractions stage manager set her up for success to train and develop the next generation of leaders. When one of her former leaders urged her to apply, Valerie took the leap and became an operations leadership development manager.
“I love the work,” Valerie said. “It feels incredible to be along for the ride [the relaunch of the program] and to have anything to do with the stories of these leaders.”
Eric, a leadership training specialist who has worked at Disneyland Resort for over seven years, previously worked with the Disney PhotoPass team and facilitated orientation courses, called “Traditions,” at Disney University. “Traditions” is an important introductory course at The Walt Disney Company that all new cast members experience before their first day on the job. When Eric learned about the incredible opportunity to join the operations leadership development team, he eagerly embraced the chance to take on a new challenge and contribute to such a transformative program.
“The job of an operations leader here at the resort is not easy; our team really focuses on giving them all the tools they need to begin their journey as a successful leader,” Eric said. “We like to provide that awesome community that allows them to feel more comfortable with the learnings that allow them to flourish in their roles.”
What do cast members learn in Emerging Leaders?
Since the program’s relaunch in 2023, more than 100 cast members have completed the Emerging Leaders program. Leaders get the full package when it comes to learning about their new roles, including the rewarding and more challenging aspects and how to quickly find solutions to opportunities.
Each cast member will have a training guide specific to the area they will manage along with on-the-job training, so Emerging Leaders focuses on less technical concepts such as confidence, self-esteem, communication and role expectations. Succeeding in these areas is essential for leading a team, especially a team who interacts with guests.
Rosie Diaz, stage manager in Fantasyland, assists a fellow cast member at the fruit cart.
Stage Manager Rosie Diaz completed the Emerging Leaders program earlier this year, gaining valuable insights from her experience. She is committed to being a welcoming and supportive leader for her team.
“Leading with care is my beacon of light as I navigate the journey of becoming a leader for the resort,” Rosie said. “It helps to put into perspective all the lessons we learned and why it is essential to care about what we do as leaders, from delivering feedback from a place of care and compassion to caring about our business and how we can enhance our guest experience.”
Looking ahead
Every single cast member is crucial to the success of the resort, and setting the foundation for well-trained, confident managers is just as important. Through excellent classes and top-tier mentorship, Emerging Leaders continues to prepare the next generation of Disneyland Resort managers in the present and for the years to come.