Walt Disney World is larger than life, a place where statistics reach epic proportions. In the food and beverage area, these figures paint a revealing picture of visitors’ eating patterns. Consider: 1.6 million pounds of turkey drumsticks and more than 2.6 million chocolate covered Mickey Mouse ice cream bars are eaten annually.
Pleasing the tens of millions who visit Lake Buena Vista, Florida Resort each year (an estimated 16.9 million in 2005 combining all four theme parks, according to Wikipedia.com) is both an exercise in entertainment and efficiency and a spiritual call for the The park’s senior vice president of food and beverage, Dieter Hannig.
“I have a deep connection to food,” Hannig explains. “I grew up in a rural area and we were self-sufficient. From childhood it was spiritual, having respect for where food comes from; this whole notion of growing up and experiencing the seasons, and having a connection with the earth. This is how I grew up, believing that there’s a social aspect to food. “
And in a place like Walt Disney World, the food is nothing but social: for every 10,000 dessert souffles served at Victoria & Alberts and 31,000 Cobb salads at the Hollywood Brown Derby at Disney-MGM Studios. If the popularity of theme parks can be measured in food volume alone, then Walt Disney World is by far the most popular theme park / resort in the world.
Appeal to the masses
In charge of this massive operation offering over 6,000 different foods, Hannig draws on a belief nurtured through a long career in the food industry and, indeed, growing up to appreciate food in his childhood home near Cologne, Germany. It is a business, of course, but also a lifestyle. For a brand as ubiquitous as Disney, which is almost synonymous with merchandising and mass appeal, the belief is that food service should not be diluted to satisfy such masses. Whether served by Mickey Mouse or a five-star chef, food at Disney, at the very least, should offer a unique and satisfying experience.
“We are reminded daily that we work for a company whose products and experiences have very special meaning for millions of people around the world. That includes food and beverages,” Hannig emphasizes. “We can provide convenience, comfort and connectivity for the family during the holidays. Each meal has the ability to be a ‘magical gathering’ for the family. The holidays should be nutrition for the body, mind and soul.”
At Walt Disney World Resort, the dining team has thrived under Hannig’s leadership. Overseeing more than 500 dining venues, Hannig, who joined Walt Disney World Resort in 1993, has ushered in a new generation of diverse dining experiences. “In 1988, I went to work with The Walt Disney Company at Disneyland Paris, tasked with creating nearly two dozen resort-themed restaurants. It was one of the most beautiful moments of my life,” he recalls. “After the resort opened in April 1992, I was chosen to come to Walt Disney World Resort.”
How do you bring this belief to your position? “Food and nutrition are just one part of life better; I try to instill this as a leader, this whole philosophy of lifestyle. It is very complex,” he says. “People have to understand how food relates to our lives; it has to be meaningful. It has to have a purpose. I try to make people understand that if they leave in the morning and they aren’t happy, they won’t.” be happy chefs. I tell all my leaders that I can tell if someone touched the food with respect and love. “
Hannig says he feels very privileged to work with a talented food and beverage leadership team, supported by a cast of literally thousands (Walt Disney World calls its employees cast members). Together, they direct the operations of 85 table service restaurants, more than 200 snack operations, 20 pool bars, 23 lounges and more than 10 nightclubs. They all offer a different atmosphere and food menu, and each strives to put an end to the clichés that surface when theme park food is the subject.
“The theme park industry is always labeled, it’s just about fries and hamburgers,” he says. “We want our food service to be recognized at another level – we work hard to get recognized by our guests.” In fact, as posted on the AllEarsNet website, Susan Shumaker and Than Saffel in their column, A Vegetarian at Mickey’s Table, applaud Hannig for undertaking “the incredible task of making Walt Disney World a dining destination that rivals the greats. resorts around the world, while ensuring that hungry toddlers, tired parents, picky teens, and people on esoteric diets can find a delectable culinary delight … It’s a gigantic undertaking, but if anyone is up to the task, that it’s Hannig. “
Hence the establishment of restaurants such as Boma-Flavors of Africa or Spoodles, classified as “mini vacations to the Mediterranean”; California Grill and Coral Reef Restaurant, which features a 5.7 million gallon aquarium.
“With our diverse cast members, every day I apply the professional and personal experiences that I gained from my ‘trip’ working in more than 20 countries around the world. I have had the privilege of living in different cultures, accepting different thoughts and values, and learn the culinary heritage and traditions of many great cuisines, “Hannig adds.
As such, he tried to instill a personalized agenda with each food establishment. Every restaurant manager has to touch every table, which means he must interact with every guest. “We want to make sure that when they leave they are excited,” Hannig says, adding, “It’s easy to deal with a happy guest. The challenge is dealing with people who are not happy.”
Children, especially, are the easiest guests. “It’s good to see how open children are. I always listen to children and ask them what they like.” Once a year, Hannig holds a food focus group in the park, in which he asks the children to eat various foods and evaluates their responses. “They once had tofu meatballs and whole grain macaroni. They said it was ‘cool, amazing’. I told their parents that they were eating tofu and they couldn’t believe it. They said their children would never eat tofu at home. “
Hannig has also impressed those at the opposite end of the spectrum with an expanded Walt Disney World wine program, encompassing better service and wine selection. Continue to educate all restaurant employees about wine. “Today we have almost 300 sommeliers and a master sommelier. Our entire cast must know about wine and other beverages and must be well trained and responsive to our guests’ requests. We have come a long way in this area.”
What’s Next for Walt Disney World Food & Beverage? “I believe Disney dining will continue to grow and evolve and exceed guest expectations. The dining experience is part of the evolution of the company. We will always have the desire, determination and discipline to create new dining experiences,” concludes Hannig .