Behind the Scenes: Lessons from the Front and Back of the
House, Part I
One of the activities requested most often by participants who visit our programs is an opportunity to visit the infamous “tunnel” underneath The Magic Kingdom. Of course, to most of our readers who know that you can’t build underground on a swamp, it’s known by its more correct name, the Utilidor. Our programs occasionally go there, and you can sign up to take tours there directly through Walt Disney World, as well. Keys to the Kingdom not only gives you a look at the Utilidor, but backstage behind Pirates of the Caribbean and Splash Mountain where the parade building is located.
I don’t blame anyone who is curious about visiting. I had seen images and heard stories about it since my parents purchased me a copy of Christopher Finch’s The Art of Walt Disney back in the 1970s. I must admit that my first act as a new Walt Disney World hire was to go and get parking stickers for The Magic Kingdom. I immediately headed from there to the Utilidor to check it all out. Seeing the tunnel was No. 1 on my list of things to do as a new cast member.
Warning: Spoilers Ahead. Not to lose the magic of Disney, but to point out that there is a place that works hard to create the magic on stage. This article not only describes such, but also helps you understand what it looks like in your own organization.
By the time I arrived at the Utilidor I had some 20 years to anticipate that experience. I’m not sure it lived to the expectations I had by that moment in time. I don’t think any experience can match 20 years of expectations. Besides, I think I was more anxious that someone would ask what I was doing there. No one ever did. But to make it seem like I was “on business” I just kept walking. And walking. And walking. For sure, the Utilidor is cavernous. And it’s not too difficult to simply get lost or turned around.
That said, for many it is quite blasé. It’s frankly a notch above hanging out in any service corridor. But between the long walkways of walls and pipes and tubes are reminders that you’re not in any location, you are indeed in The Magic Kingdom.
That’s not to say the Utilidor isn’t amazing—if you know what you’re looking for. That’s why Peter Blake, architectural editor of New York magazine stated: “City planners all over the world have for decades dreamed of urban basements like the one at Walt Disney World.”
Clearly, you need to know what you’re looking for to understand the benefits.
Since then, I have seen it all. I mean I have seen it all. Because of my unique role in bringing our Disney Institute participants to a wide variety of benchmarking locations, I had many opportunities to see the breadth and scope of Walt Disney World—both onstage and backstage.
That vast set of backstage resources included the following:
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Central Reservations – Located off property, it’s where you get to talk to Disney reservationists about your upcoming visit.
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Cast Services – It’s a title given to support facilities adjacent to any resort or park operation. Minimally, these facilities include costuming facilities, locker rooms, breakrooms, and offices. The parks offer facilities larger than those found at each of the resorts or at Downtown Disney.
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Textile Services – There are several. It takes a lot of effort to take care of all of those sheets and towels—not to mention the world’s largest working wardrobe.
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Central Energy Plant – Two facilities responsible for powering a considerable part of the Walt Disney World resort.
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Reedy Creek Emergency Services – Disney’s put serious money into these facilities that seem almost as much an onstage attraction as a backstage operation.
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Trailer Parks – Two trailer home parks constitute the residential communities of Bay Lake of Lake Buena Vista.
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The Warehouse – Actually, there are several of these as well. The largest are dedicated to merchandise and to food and beverage. But there are others. Some are even located off property. After all, you have to keep extra tea cups and monorail parts somewhere.
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The Roundhouse – Known by many as where trains and monorails are prepared.
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The Dry Dock – Much lesser-known, a dry dock where boats are refurbished.
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Pluto’s Boneyard – Fancy title for a fancy junkyard where the 20,000 Leagues Under the Sea boats were taken after being decommissioned. Also an additional parking lot for leaders.
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The Disney University – Home of Traditions, and other learning programs offered to cast members.
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Central Shops – An enormous facility where parade floats come to life, space ships get repaired, and Disney characters come to life.
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Holiday Warehouse – A wondrous place where elves work all year long to prepare the incredible holiday decorations used throughout the resort.
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The Tree Farm-Trees and plants – Lots of trees and plants. And hot houses in addition. An amazing horticulture operation.
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Waste Water Treatment Plant – A “living filter farm” that treats much of the waste water for re-use in the tree farm and elsewhere. A major recycling plant is found nearby.
More specifically, let me highlight a few of my behind-the-scene experiences:
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Jogging Through The Disney-MGM Studios – No, this wasn’t some scheduled marathon. I was simply on the way to work and decided to enjoy some exercise. So I ran around up and down streets backstage and onstage to get some exercise. I assure you, since Sept. 11, you can’t do this any more. But for me it was a treat.
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The Haunted Mansion Ballroom – Getting access is not easy. And few ever see it. Most who have studied it know it as a vaudeville effect referred to as Pepper’s Ghost. But don’t miss it. While the effect is simple, the execution is complex. And it’s why we never tire of seeing the ballroom come to life.
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Top of the Tank – We did a lot of work with the wonderful folks at The Living Seas. They provided many of our tours. You don’t appreciate how big this attraction is until you stand above the water looking down. And the work these people do in terms of furthering both research and our understanding of the ocean is really inspiring.
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Top of the Tower of Terror – We also did backstage tours throughout the entire Tower of Terror. And I did filming there as well. One of those visits was to view the motor room on top of the entire tower where the elevator lifts are moved back and forth. Even more unique was climbing above this room to the rooftop and seeing all of the Studios and Epcot laid before me. I hear that access has since been sealed. But at the time it was breathtaking.
That’s not to say that backstage is always “cool”. Here are a few places where the fantasy of Disney is terribly stripped away when are not in “onstage” mode:
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Behind Typhoon Lagoon – Imagineers have done such an incredible job of landscaping and creating a lush, tropical paradise filled with waves and beaches. But the experience becomes jarring when you step away from it and go backstage to trailers, asphalt, swamp and shrub. It’s even several degrees hotter backstage than it is a few feet away onstage. Trust me, never go backstage at Typhoon Lagoon.
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Lights on at Pirates of the Caribbean – I once visited this building in the morning before the attraction was up and running. With work lights on, the magic was completely destroyed. What you see is a set of cheap flats no more impressive than what I did in high school with stage design. It’s the lighting that makes that experience works and creates the depth of detail. And I won’t even describe what it looks like on the other side of the caves. I’m not sure I can even describe it. It looked like a web of aluminum foil and wire. The illusion created by that great attraction was crushed that day. I don’t think I ever recovered.
Having shared the context by which I have come to know Walt Disney World, let me say that I have gleaned some important insights about separating the back of the house experience from the front of the house experience. And the same goes with what happens to an operation after hours, as well as what is seen by the customer before construction is completed. These insights can help many organizations to improve the service they deliver. In our next article we’ll explore those. In the interim, consider:
- What is front of the house in your operation? What areas do your customers see?
- What is back of the house? What areas of the operation do you NOT want your customers to see?
- How do you separate the front of the house from the back of the house?
- What behaviors should and should not occur in front of customers?
- What happens back of the house that supports the guest experience in the front of the house?
Think about those questions in your own operation. We’ll learn more as we talk next time.
Meanwhile, here’s to making magic in your own business.
