CASE APPLICATION 1 - CHAPTER 17:

HONG KONG DISNEYLAND:

HR PROGRAMS TO MOTIVATE EMPLOYEES

Group 9
OUR TEAM MEMBERS

Bui Quoc Tuan Dang Anh Thu Tran Quang Huy Nguyen Hoang Minh Thanh
TABLE OF CONTENTS
1 SHORT VIDEO

2 CASE SUMMARY

3 DISCUSSION QUESTION

4 REFERENCE

5 DEBATING SECTION
 SUMMARY
Hong Kong Disneyland (HKDL), a global leader in the
theme park industry, prioritizes a magical experience
for its 8,000 employees, mostly under 25. Recruitment
focuses on friendly, innovative individuals passionate
about Disney. The company invests in extensive HR
training, providing clear career paths, recognition, and
engagement. Annual professional training of 380,000
hours fosters a Disney culture, resulting in motivated
and empowered staff. Despite challenges like a drop in
mainland visitors and competition from Shanghai
Disney Resort, HKDL remains optimistic. Ongoing
investments in new attractions and promotions,
coupled with effective HR programs, aim to sustain a
motivated workforce and a competitive business
environment.
 QUESTION 17-13
What would working at
Hong Kong Disneyland
(HKDL) be like?
17.13 What would working at Hong Kong Disneyland (HKDL) be like?

A wonderful experience

Meet princes and

princesses frequently

Dress in magnificent
clothes

Interesting and practical

training courses
17.13 What would working at Hong Kong Disneyland (HKDL) be like?

Ken & Daisy

receive a total of six weeks’ parental and

child-bonding leave
feel happy
“Not many companies offer child-bonding
leave which allows working parents like me
to cherish precious moments with my
children.”
17.13 What would working at Hong Kong Disneyland (HKDL) be like?

Stella Wong

A Business A big fan of Improve customers’

Systems Analyst Disney tales experiences
 QUESTION 17-14

Using what you have learned

from studying the various
motivation theories, what
does HKDL’s situation tell you
about employee motivation?
MOTIVATION
THEORIES
01 Herzberg's 02 Maslow's
two-factor Hierarchy of
Needs

03 McGregor's 04 Three-Needs
Theory X and Theory
Theory Y
HERZBERG'S

Hong Kong Disneyland

Example

TWO-FACTOR There are special recognition

programs that encourage
employees to gain satisfaction
from working or special extras
Summaries (free entrance tickets, discount
for their families and friends).

Intrinsic factors (motivators) are related

to job satisfaction, while extrinsic factors Employee welfare
(hygiene factors) are associated with
job dissatisfaction. The Company provides employee
base salaries with the total
compensation opportunity and
The Walt Disney Company offers a
health and wellness benefits.
comprehensive total rewards package Employees can have 11 paid
that helps employees have better lives. holidays per year, vacation, sick

Page - 11
pay and short-term disability.
MASLOW'S HIERARCHY OF NEEDS

Hong Kong Disneyland

TYPES POINTS

HDKL managers provided a fun environment for the employees so

1 PHYSIOLOGICAL NEEDS
that they are comfortable in their working.

2 SAFETY NEEDS It is committed to providing a safe and healthy work environment to

prevent accidents

3 SOCIAL NEEDS The employees of cast members learn Disney culture in a number of
ways such as training and socialization.

ESTEEM Cast members are welcome to share any feedback employees may
4 have with the CastAdvisory Council (CAC).

Page - 12
SELF-ACTUALISATION Professional and technical training to the entire workforce to help employees
5 become knowledgeable members, and have fun with their guests.
MCGREGOR'S

Hong Kong Disneyland

THEORY X
THEORY X AND
THEORY Y
X
A negative view of people that assumes
workers have little ambition, dislike work, avoid
responsibility, and need to be closely controlled
to work effectively.

THEORY Y

Y
A positive view that assumes employees enjoy
work, seek out and accept responsibility, and
exercise self - direction.

Page - 13
 Hong Kong Disneyland
THREE-NEEDS
THEORY
01 02

Summaries
03

The situation at HKDL suggests that employees'

motivation is influenced by their perception of
fairness in the workplace. HKDL should strive for
fairness in terms of rewards, recognition, and
opportunities for growth to enhance employee
motivation.

Page - 14
 QUESTION 17-15
What is HKDL’s biggest
challenge in keeping
employees motivated?
PROBLEMS:
 LARGE QUANTITY OF EMPLOYEES WHILE

INTERNAL LIMITED NUMBER OF MANAGERS & TRAINERS

-> LACK OF TRAINING & CARE

FACTORS
-> LOSE MOTIVATION
EXTERNAL
COMPETITION BETWEEN
HKDL & SHANGHAI DISNEYLAND
-> HEAVIER WORKLOAD

FACTORS
-> PHYSICAL AND MENTAL EFFECTS
-> DISCOURAGEMENT TO WORK
SUGGESTIONS 1. MAINTAIN SUITABLE WORKING HOURS
2. TRAINING SESSIONS & INCENTIVES
3. SHARING POSITIVE FEEDBACK WITH STAFF
 QUESTION 17-16
As a manager at HKDL,
how would you keep the
theme park employees
motivated?
 Hong Kong Disneyland
COMMUNICATION

C
Open and Transparent Communication

Prioritize regular updates on the resort's

performance.

Involve employees in decision-making

processes to foster a sense of value and
engagement.

S
SKILL ENHANCEMENT
Provide clear and achievable career paths for
employees.

Foster skill development, cross-training, and

Page - 21
promotion opportunities.
 Hong Kong Disneyland
RECONGNITION

R Implement a robust recognition program with

awards, bonuses, and public acknowledgment
for outstanding performance.

EMPLOYEE WELL-BEING

E High Level of Employee Turn Over

New Competitors From Other Country
Impact of Climate Change
Covid-19 Pandemics Situation

Page -22
 CULTURAL SENSITIVITY

Hong Kong Disneyland

AND INCLUSIVITY

C
Promote cultural sensitivity and inclusivity
among employees.

Organize events celebrating diverse

backgrounds to create a cohesive and
supportive work environment.

INNOVATION AND CREATIVITY

I Encourage innovation and creativity among

employees.

Empower staff to contribute ideas and

improvements to enhance the guest

Page - 23
experience and instill a sense of ownership.
 VIBRANT WORK

Hong Kong Disneyland

ENVIRONMENT

V Maintain a vibrant and enjoyable work

environment through team-building activities.
Organize themed events aligning with the
Disney brand to enhance the overall work
experience.

EMPLOYEE WELL-BEING

P High Level of Employee Turn Over

New Competitors From Other Country
Impact of Climate Change
Covid-19 Pandemics Situation

Page -24
 REFERENCE
Bajgrowicz, B. (2018, November 20). 30 Ridiculous Guidelines Disney Parks Employees Have To Obey. TheGamer. https://www.thegamer.com/disney-parks-guidelines-
employess-trivia/

Garcia, J. (2010, November 16). Disney bans workers from texting while driving on the job. Orlando Sentinel. https://www.orlandosentinel.com/2010/11/16/disney-bans-
workers-from-texting-while-driving-on-the-job/

Herrity, J. (2023, February 4). 24 Methods To Keep Employees Motivated (And Why It Matters). Indeed.com. https://www.indeed.com/career-advice/career-
development/how-to-keep-an-employee-motivated

K, P. (2022, January 23). A Hong Kong Disneyland Cast Member’s Story. DisneyDreamer.com. https://disneydreamer.com/a-hong-kong-disneyland-cast-members-story-
pk1/

Overworked employees | Health assured. (n.d.). Health Assured. https://www.healthassured.org/blog/overworked-employees/

Robbins, S. P., & Coulter, M. A. (2017). Management, eBook, Global Edition. Pearson Higher Ed.

SG. (2022, June 7). The Benefits of Cultivating a Friendly Work Environment. Steve Gilliland. https://stevegilliland.com/the-benefits-of-cultivating-a-friendly-work-
environment/#:~:text=A%20friendly%20work%20environment%20creates

Standard, T. (2022, July 25). Hong Kong Disneyland Resort enhances cast benefits to provide family-friendly and inclusive workplace. The Standard.
https://www.thestandard.com.hk/breaking-news/section/4/192581/Hong-Kong-Disneyland-Resort-enhances-cast-benefits-to-provide-family-friendly-and-inclusive-
workplace

Wikipedia contributors. (2023, November 13). Shanghai Disneyland. Wikipedia. https://en.wikipedia.org/wiki/Shanghai_Disneyland

Juneja, P. (2015). Theory X and Theory Y. Managementstudyguide.com. https://www.managementstudyguide.com/theory-x-y-motivation.htm\

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