The Internship at Disney Vacation Club in Orlando - Essay Example

?Internship Report Table of Contents Table of Contents 2 A. Introduction 3 B. Descriptive Section 4 Company Profile 4 2. Department 6 3. Internship Position 8 C. Analytical Section #1 9 1. Describe Problem Conditions/Observed Practices 9 2. Describe Practice-Related TIM Theories 10 10 3. Theory-Based Solutions/Implementation Plan 13 D. Analytical Section 2 16 1. Description of the Manager 16 2. Leadership traits 17 3. Business Theories Which Support These Types of Traits 19 4. Impact of manager 20 E. Report on Goals 21 F. Self-Assessment Section 22 G. Summary 23 Works Cited 25 H. Appendix 27 1. Organization Chart 27 3. Financial Data 2011 28 A. Introduction The report states about my experiences gained from the internship period at Disney Vacation Club in Orlando, Florida. Furthermore, the paper also intends to specify the department in which my responsibilities had been assigned along with the skills and knowledge that I was able to gain from the internship in order to deal with the challenges while working in a corporate sector. Internship is a process of rendering on-the-job training to new recruits with the intention of grooming their skills and experiences which further helps the intern to act in accordance with the organizational requirements. In relation to this aspect it can be stated that internship has emerged as one of the essential factors for attaining higher career growth among the high school and university students along with the post-graduate adults. Furthermore, internship often acts as a platform for the students where they can implement their gained knowledge and skills expanding their information with corporate data (Yafang & Gongyong, “A Study on Hospitality Students’ Satisfaction towards their Internship: a Case from Hang Zhou, China”). The report also intends to elaborate on the work culture of the organization in which I am completing my internship, i.e. Disney Vacation Club. The discussion is further intended to be emphasized on the process of communication practiced within the organization in order to interact with the customers with the sole intention of solving and answering the customers’ queries in a time and cost efficient way. Additionally, the report also states about the experience gained while interacting with the customers. It also signifies the developed skills and measures which are often considered by the internee towards improving the organizational performances while satisfying the customers’ demands. B. Descriptive Section 1. Company Profile Disney Vacation Club (DVC) was founded in the year to serve the national as well as international tourists with a place to spend holidays or vacations with families as well as friends. DVC’s operations are operated by its Walt Disney Company (WDC). DVC also provides its vast clientele with resort facilities in various destinations which include Florida, Hawaii and South Carolina. The governance system observed in DVC is principally controlled by the President Mr. Claire Bilby. DVC serves its customers with certain facilities which include travel & tourism related services, food and accommodation amenities along with special entertainment services for children among others. The operations of DVC are guided by its mission statement which states that “Treat customers like you want to be treated and they will become customers forever”. With references to the statement it can be affirmed that the organization intends to consider its customers as highly valuable with the intention to yield greater degree of satisfaction from customer rendering services and assistances as desired by individuals. This particular strategy is also believed to reward greater degree of customer loyalty thereby contributing to the long run sustainability of the organization (Disney Vacation Club, “Company Profile”). It is worth mentioning in this context that the company intends to frame simple strategies towards enhancing the performances of the entire workforce in order to serve its customers with efficient and effective services which ultimately tend to contribute towards the increasing organizational profit. The strategies formulated by DVC also focus on the appropriate allocation of available resources with due concern to its profits maximization objectives which in turn rewards competitive advantage to the company as one of the most preferred holiday destinations in the world. The considered strategies can be identified as rewarding employees towards performing according to the DVC requirements along with reducing the pay-roll of the sales team simultaneously increasing the bonus or variable payment in accordance with the team efforts so as to encourage them towards better performances and commitment. It has further been observed in this respect that with the implementation of these strategies, DVC was able to enjoy a positive outcome resulting in the rise of sales, profit margin and customer base along with customer satisfaction owing to the augmented performance of the employees (Sell Disney Timeshare, “Disney announces new strategy for Timeshare sales”). This indicates that the strategies implemented in relation to DVC’s operational procedure were quite effective to enhance development in almost every dimension of the organization. In relation to its human resources, DVC’s strategies can be defined as quite effective to encourage its employees to serve the customers effectively rendering services according to their desired demands. Currently, DVC operates with more than 1,000 employees within its premises. The management structure of DVC mainly comprises of Robert A. Iger, the Chairman and Chief Executive Officer of the organization. The organizational structure of DVC is further diversified in two segments, i.e. the corporate unit and the business unit (refer to appendix 1) (Disney, “Management Team”). From the sales description chart (refer to appendix 4), it can be identified that the total sales of the organization by the mid of the current fiscal year was recorded as approximately US$ 190 million (Garcia, “Disney World building time shares next to Grand Floridian Hotel”). In operating its business functions, DVC also needs to witness certain strengths and weaknesses in serving its customers. Contextually, its strengths can be recognized as the assets owned by the organization in terms of resorts or the destination areas which are designed on the basis of Disney themes with special concern towards the preference of children. Hence, it can be affirmed that the ultimate targeted customers of DVC are the children belong to families from various socio-economic classes, not only in the national but also in the international context. Furthermore, to render the customers with utmost satisfaction, the DVC resorts have also been architected with romantic settings and favorable situations to organize family celebrations. Therefore, DVC also intends to satisfy the demands of teenagers and families who intend to visit the resorts. From a similar intention, the resorts are also equipped with health and fitness centers which tend to ensure greater opportunity for sustainable growth. However, in order to preserve its efficiency throughout its wide ranging product line, the organization needs to incur huge maintenance costs. Moreover, as the ultimate targeted customers belong to adolescent and teenage groups, the pressure of ethical responsibilities of the organization also enhance substantially (Touring Plans, “Disney's Wilderness Lodge Villas”). 2. Department DVC has specified departments entitled for specified tasks and operations which accumulatively tend to control the entire business process with due significance towards the determined business objectives. The departments currently operated within the organizational structure can be identified as the corporate unit, business unit and the call center unit along with assistance booth. Corporate unit helps the management to operate and control business systematically and to maintain proper documentation of the performances for future evaluations. Business unit helps DVC to identify its strengths and opportunities in order to develop effective strategic plans and consequently implement those. Call center of DVC helps the management to obtain adequate feedbacks from the customers through interaction along with solving the queries put forward by the customers thereby playing a major role in yielding increasing customer satisfaction. It is also observed that call centers of DVC helps the customer to gain adequate information related to DVC’s service availability which largely contributes towards the perceived customer values and thereby enhances the brand image of the organization. Additionally, the assistance booth helps the customers who are present within the premises of DVC with the requirements they are seeking for regarding services or destinations (Disney, “Disney Vacation Club Jobs”). My internship program was posted in the call center division of DVC. The primary objective of this department is to communicate with the customer with the intention to solve their queries and assist them with adequate information. Throughout my experience in the call centre division of DVC I was able to learn and gain certain enhanced communications skills when interacting with the customers. The fundamental task of an employee or internee in the division mainly comprises of the following responsibilities: • To receive calls of the customers in order to assist them with adequate information regarding reservation and other services • Solving the queries of the customers related to the services rendered • To act as an interpreter for the customer while interacting with the Disney partners • To perform as a supervisor in order to solve certain conflicts arose within DVC’s premises • Troubleshooting issues related with information systems including the website for DVC Members • To assist or serve customers with primary information related to administration and accounting functions 3. Internship Position My internship program was scheduled to the call center as a Vacation Advisor Management Trainee. In this position, I was trained with certain skills related to the attaining of calls and attending the caller with their required information. Furthermore, in this particular rank we needed to attain the calls from the existing or new customers and in feedback we were bestowed with the responsibilities to solve the problems that the customers are identified to be facing with respect to the available services and facilities. It is worth mentioning in this context that in order to be selected as an intern in this department, a student or an individual needs to possess good communication and soft skills with the capability to deal with intense pressure and conflicting situations. Therefore, the selected person should also decipher a cooperative nature along with soft pitch or voice. C. Analytical Section #1 1. Describe Problem Conditions/Observed Practices While working in the call center certain problems have been identified related to the performances of the employees in the call center which can be identified as the misuse of the organizational resources. This misuse has been identified as the employees of the call center used the customer’s number for their personal use. While performing the work, the employees passed their time by using their company resources such as internet facilities by operating their personal social networking sites such as Facebook, Skype or twitter among others. Additionally, in certain instances call center employees of DVC served with wrong information to the caller along with making fun of their culture and name. Furthermore, it also observed that the above mentioned issues by the employees in the working premises to certain extent are rectified by the employees; however certain other employees do not change their perception and activities regarding the identified issues. Contextually, in dealing with the recognized issues the working environment of DVC’s call center face problems related to ethical and social factors. However, it is mandatory to maintain ethical and social factors in the working process in order to perform effectively with the assigned task. Additionally, along with the issues certain other problems have been identified in the working premises which rise up when any training and developing session is conducted by the DVC’s officers in order to facilitate new innovative ideas regarding serving customers. Furthermore, it is observed that certain number of employees react to the classes deeming them as an important aspect, however certain others stay reluctant and ignore the sessions. This is because a number of employees performed in the job as part time and after the entire day’s working session they did not feel like attending the training classes. Furthermore, it is also observed that employees chit-chat among each other related to certain factors of the organization rather than attending the training classes. Furthermore, it is also observed that the higher management officials also gave certain freedom and responsibilities to the employees in order to ease the management workload. In relation to this aspect, it is also recognized that certain employees misuse the responsibility by indulging in other works leaving their assigned task. This is because the management keeps lesser track on the employees’ performances. One of the major problems, which have been identified within DVC’s premises, is that employees react negatively to the customers outside the premises. With due consideration to this factor, it can be stated that despite unfavorable reactions from the customers to the service providers, they should stay calm and resolve the customers’ problems with pleasant demeanor. Furthermore, this situation can affect DVC’s performance in increasing or maintaining the inward flow of customers. 2. Describe Practice-Related TIM Theories According to the TIM theories, two theories that can be related to DVC’s performances which are required in order to satisfy the requirements of the employees along with reducing the factors that lead to dissatisfaction. The theories can be identified as Herzberg’s motivation-hygiene theory and customer relationship management theory. Herzberg’s Motivation-Hygiene Theory With regard to Herzberg’s Motivation-Hygiene Theory the two factors i.e. hygiene and motivation can be defined as the factors that are considered by the management for satisfying the employees in order to meet the organizational objectives systematically and efficiently. This theory is also known as two-factor theory. Moreover, in this theory the factors of satisfying employees are divided into two parts i.e. motivation factors and hygiene factors. Additionally, motivation factors are those factors with the help of which the management is able to satisfy the employees by influencing them with certain new innovative ideas and facilities. This particular factor includes growth, work itself, responsibility, achievement and advancement along with recognition. Contextually, hygiene factors are those factors which help the employees to act or perform systematically along with facilitating them with reliable working environment. The factors included in this theory are company policies, supervision, interpersonal relation, status working condition and security along with salary (Santa Ana College, “Herzberg’s Motivation-Hygiene Theory”). After comparing between the theory and DVC’s performances, it is observed that there are certain relations with this theory. This relation has been identified with regards to DVC’s values which include teamwork, trust, honesty, transparency and inclusion. Moreover, it is observed that the values of DVC are framed according to the hygiene factors of the two factor theory. Furthermore, DVC needs to consider the motivation factors of Herzberg’s motivation-hygiene theory in order to satisfy employees’ efficiently. Customer Relationship Management Theory Customer Relationship Management (CRM) theory can be defined as the model or measure considered by the organization in order to interact or communicate with the customers effectively by using various technologies for organizing the organizational operations. Furthermore, in doing so, the organizations can enjoy certain advantages such as attracting customers, having new customers along with reducing the marketing cost. Additionally, implementation of CRM leads to certain benefits for the organizations which include the aspect that the existing customers can be persuaded from changing their perceptions. With the help of CRM, organizations can serve their customers with products and services according to the preferences desired by the customers. Contextually, it is also observed that in serving customers with quality products, organizations are able to reduce their cost of production as well as create friendly relation with the customers. Moreover, this aspect also helps the organizations to maintain a faster mode of supply chain management (Prasongsukarn, “Customer Relationship Management from Theory to Practice: Implementation Steps”). With reference to the context, it is observed that DVC has maintained a good CRM. This is revealed from the sales history because DVC’s sales are increasing rapidly in the market. Furthermore, it is also observed that DVC’s premises are designed with such an environmental ambience further that leads to customer satisfaction efficiently. This is owing to the fact that customers of DVC can pass their time in those places they desire to have at that particular moment. Additionally, according to the prevailing advantages of CRM it is recognized that DVC also enjoyed certain benefits related to the aspect which include increase in sales, customer retention and satisfaction among others. 3. Theory-Based Solutions/Implementation Plan After analyzing the strengths, limitations and theories certain solutions or implementation plans can be suggested to DVC in order to enhance their overall performances. Furthermore, the recommended solutions are training and introducing new practices under the two factor theory and assigning supervisor for every management or department under CRM theory. Training Solution According to the problems faced by DVC in training session, it can be stated that DVC should conduct its training classes not after or in between the working hours, this is because the employees get tired or fatigued due to which they do not feel to attend the classes properly. For this circumstance, DVC should consider two days in a month for the training and developing session for the employees and in these days the working department should remain closed. Innovative Idea Introducing innovative ideas frequently helps to motivate employees to perform effectively because with the help of new ideas the employees would be able to expand their knowledge or experiences and they also feel motivated to work with new ideas. In relation to the aspect, it can be stated that DVC can take certain measures to introduce innovative ideas in order to facilitate its employees with new technologies and tasks. Furthermore, this solution will lead to efficient performance of employees. Supervisor Assigning of supervisors in the departments facilitates the organizations to enhance and improve the employees’ and organizational performances. This is because supervisors guide the employees to perform their assigned tasks according to the organizational requirements in order to improve the quality of work and services for profit maximization. With due consideration to this aspect, it can be ascertained that DVC can select certain senior employees as a supervisors to track the employees’ performance as well as guide the employees when they are in need or are lacking behind in terms of the desired performances. With the implementation of these solutions, DVC can enjoy certain benefits, however it will have certain negative effects on their performances because the responsibilities given to the employees will be reduced for which they can be distracted from their tasks. Furthermore, the implementation of separate days for training can affect the performances of DVC in order to meet their objectives. D. Analytical Section 2 1. Description of the Manager Internships are principally held under the continuous supervision of a manager of supervisor or designated mentors. In my department, the interns were trained and supervised by the Executive Vice President of the call centre division as well as the Chief Human Resources Officer, Jayne Parker. She has been providing guidance for the interns making them eligible for the position of Vacation Advisor in DVC. Jayne Parker is entrusted with the task of guiding the company to increase the level of individual performances deciphered by the employees. According to my observation, she has been quite patient and generous providing adequate guidance as well as knowledge throughout the internship process. Jayne Parker had joined the company in the year 1988 as a member of the American Society for Training and Development (ASTD). With due concern to the determined mission of the organization and the responsibilities bestowed on Jayne Parker, it can be affirmed that her role in enhancing the organisational performance is quite crucial being engaged with performing varied activities such as staffing as well as developing healthy relations within the workforce (Disney, “Management Team”). Hence, Jayne Parker can be regarded as the one who is entrusted with the task of leading the company to achieve its long term objectives to satisfy its customers by encouraging and continuously enhancing the performances of employees associated with every sphere of the organisational structure. The employees of the company are guided by her towards the enhancement of their performances in order to provide better services to the customers. The interns are therefore trained in systematic process which in turn attempts to enhance their involvement in the activities of the company to ensure better performance through shared vision as well as augmented morale and coordination amid the workforce. Jayne Parker also provides due concern towards preserving a healthy working atmosphere which in believed to create better relation amid the employees working in different hierarchies which further encourage competition along with a team spirit amid employees motivating them to deliver better services. 2. Leadership traits Leadership traits are often considered as the elements which are used to evaluate the performance of leaders. It is fundamentally owing to the belief that such traits assist to measure the effectiveness of leaders towards accomplishing the determined objectives preserving the organisational values and long term sustainability (Entrepreneur Media Inc, “5 Key Traits of Great Leaders”). From a similar concern, various noteworthy leadership traits can be identified in the way Jayne Parker intends to accomplish the desired goals of enhancing her employees’ performances through effective motivation. Providing effective guidance to the interns concerning their responsibilities and potentials to acquire their aimed position, Jayne Parker intends to render enough knowledge as well as skills which are required for the effective performance of the tasks. The interns are also provided with proper guidance from the initial phase of their internship in order to gain better knowledge regarding the skills already possessed by them and thereby identify the further requirements of skill enhancements. She also attempts to discuss the details about the internship process with the intern sharing adequate information about the company’s vision, mission, objectives, and heritage. The internee is able to learn the objectives as well as motives of the company and subsequently relate it with their personal interests at the initial phase of their internships which further assists in gaining confidence and contributing more towards the overall organizational success. Jayne Parker also intends to conduct regular evaluation of the individual performances of interns to examine whether employees are performing their tasks in accordance with the specified objectives. It is worth mentioning in this regard, that the personality traits of the manager is observed to be highly cooperative and encouraging which further encourages the interns to convey any issues or any strategic suggestions for the overall process improvement to her largely contributing towards the development of the managerial skills within them. With her analytical skills, Jayne Parker provides significant consideration towards ensuring better working atmosphere which not only encourages competitive environment but also preserves a degree of coordination and cooperation amid the workforce which further contributes towards enhanced skills in serving the customers. Furthermore, the HR officer is also entitled to take better decisions which are necessary for enhancing the performance of the company in which she has often involved management trainees taking their views and therefore augmenting the level of self-confidence and worthiness among them. During her supervision, the leadership trait of Jayne Parker as an experienced person possessing adequate knowledge of the entire organizational process can also be identified which further assists in motivating the similar sense of commitment amid the interns. Hence, from an overall perspective, it can be stated that the major leadership traits possessed by Jayne Parker depicted her to be a bureaucratic leader who encourages and motivates the interns which adequate concern towards shared values and enhanced commitment towards organisational values. 3. Business Theories Which Support These Types of Traits The leadership traits possessed by Jayne Parker depicts her quality of leading the team towards the accomplishment of organizational objectives particularly emphasising upon shared values and employee enthusiasm. This particular trait can be identified as related with the dimension of charismatic leadership. For instance, Jayne Parker also intends towards providing a healthy encouraging, competitive but simultaneously cooperative working atmosphere to motivate the interns towards performing their tasks in an efficient manner. The HR officer, while formulating plans in relation to particular managerial issues faced by the company or the division, tend to engage the interns or the management team rendering proper concern to the suggestions delivered by them and maintaining continuous interaction with the individual which further tends to augment the morale and self-confidence level of the interns by a large extent. This particular traits witnessed in the leadership strategies of Jayne Parker further illustrates participative leadership traits. Therefore, with due concern to the behavioural traits deciphered by the manager, Jayne Parker, it can be affirmed that her leadership skills are a blend of participative and bureaucratic traits. Various charismatic leadership traits can also be identified in relation to her strategies such as encouraging employee enthusiasm, shared values amid the workforce and facilitating employee engagement in the decision making processes among others. 4. Impact of manager Jayne Parker, who has been my mentor and the HR officer of DVC, can be identified to follow a democratic style of leadership. During my internship I felt that it is highly important to get adapted with the working conditions as well as the atmosphere of the company. The employees and the interns, being a part of the company should be in a comfortable state to accept all the requisites which are essential for the better performance of the individuals and the company at large. This positive approach Jayne Parker was therefore quite effective in creating a positive impact on the enhanced performance of the interns towards the accomplishment of the organizational goals. The employees who are performing in a significant manner are rewarded for best performance and are also encouraged to enhance their performance which encourages competition amid the workforce, but simultaneously tend to preserve a culture of cooperation and coordination owing to the virtues of shared interests. Furthermore, interns, while performing their activities often come across many problems or have any queries which are clarified either by the HR manager herself or by her trained subordinates. For instance, interns assigned with the task of performing the activities of a vacation advisor similar to that of mine can approach the HR officer for sorting out any doubts or queries while performing the activities which she readily takes into concern. Thus, from an overall perspective, it can be stated that the leadership traits and the managerial strategies of the HR manager has a positive impact over the performances of the entire management team. E. Report on Goals Being a part internship, as an internee I had undertaken the task of vacation advisor for the internship with the three goals of obtaining effectual communication skills as well as analyzing the effectiveness of team work along with time management skills. As an internee I was able to learn the activities which are required for providing support to the existing as well as new customers about the best destinations for spending their vacations. Firstly, as a an internee I was required to be possessing effectual communication skills with soft pitch or voice for communicating as well as informing customers with the best destinations for spending vacations. I was also entrusted with the task of clarifying issues as well as queries of the customers for improved support and feedback. The customers are provided with varied information of destinations of resorts worldwide for vacation through DVC. Therefore, effective communication is an essential element for the performance of the company through enhanced support as well as information. During internship I was provided with knowledge as well as support for communicating with the customers in an enhanced manner. Secondly, I had to perform all the activities for the company as a team which is an important factor for the performance of the company. Team work is an essential element and an internee should be able to perform the activities which are allotted in an efficient way for being accepted as a part of the team. The HR officer helped me in performing activities for the effectiveness of DVC’s marketing policies. I was able to acquire the skills as well as knowledge which are required for effective performance of the team and to efficiently perform the tasks which are allotted. Thirdly, during the valuable tenure of internship I was able to acquire the knowledge of time management skills which is another vital element required for the effective performance of employees as well as the company. Time management is a technique of performing the tasks within a specified time as well as facilitates an employee to perform multi tasks along with the allotted task. This is an essential element which I determined to acquire during the internship. This component helped me in performing the tasks within the required time. It also helped in acquiring perfection in performing the tasks as well as possess the ability to perform better at the time of pressure due to overload of work. I have been able to acquire all these three skills from the internship undertaken as vacation advisor in DVC. The most challenging task had been to meet up with desired requirements of effective communication, whereas the dimensions of teamwork has been the most important and the most valued learning factor during the internship. These skills are essential elements for the performance of the company and will also help me in future for gaining all these knowledge. F. Self-Assessment Section The internship as a vacation advisor will be helpful for me as it provides the knowledge as well as skills which will be helpful for in future. These skills helped me in performing the tasks of the company in an effective way. I have been able to procure a great amount of knowledge about the activities which are performed for providing best support as well as assistance to the customers by DVC. DVC is entirely a customer assistance related company which is entrusted with the tasks of providing information as well as assistance to the customers with the best destinations for vacations. The success of DVC depends completely on the satisfaction or assistance provided to the customers. The customers are to be provided with the information for getting the best destination for vacation. The information which is provided should ensure that the customers are assisted with effective communication. The information communicated should be effective in providing valuable facts about the varied destinations of resorts worldwide by DVC team members. The internship has helped me in developing skills such as effective communication as well as team work along with time management skill. All these skills have developed the positive personality and will also help me for delivering better services. These skills will also help me in acquiring vast knowledge in comparison to academic theories conveyed. I have learnt from this internship that in professional life all these skills are important for the successful performance of a company. The internship as a vacation advisor has helped me in relating the knowledge as well as skills gained with the knowledge which are imparted in the academic periphery. G. Summary The internship as a vacation advisor has helped me in gaining varied knowledge as well as skills in DVC. The skills which are acquired during the internship are vast in comparison to the theories learned in academic courses. The internship has provided me with the skills of effective communication as well as facilitated me learning the key attributes required to perform the activities as a team along with completing the tasks within a specified time through time management skill. I, with the help of the HR officer, have received effective guidance for assisting customers with the information about the best destinations as well as in clarifying queries. I have also learnt about the importance of team work and completing the tasks which are allotted in time. DVC is a company providing information as well as assisting the customers about the best destinations for vacation as well as clarifying issues. The team members should be transparent for adapting to the changes which occur within the management. All these skills will help me for the enhancement of professional life in future. In future, I desire to pursue my career in the travel and tourism industry, thus the experience that I have obtained would facilitate me to employ my learning experiences for prosperity of my professional life. Works Cited Disney. Management Team, 2012. Web. 28 Sep. 2012. Disney. Disney Vacation Club Jobs, 2012. Web. 28 Sep. 2012. Disney Vacation Club. Company Profile, 1997. Web. 28 Sep. 2012. Disney. Fiscal Year 2011 Annual Financial Report and Shareholder Letter, 2012. Web. 28 Sep. 2012. Entrepreneur Media Inc. 5 Key Traits of Great Leaders, 2012. Web. 28 Sep. 2012. Garcia, Jason. Disney World building time shares next to Grand Floridian Hotel. Orlando Sentinel, 8 Dec. 2011. Web. 29 Sep. 2012. Lovato, Wil. Monthly sales data for August 2012. DVC, 5 Sep. 2012. Web. 29 Sep. 2012. Lovato, Wil. Monthly sales data for July 2012. DVC, 16 Sep. 2012. Web. 29 Sep. 2012. Prasongsukarn, Kriengsin. “Customer Relationship Management from Theory to Practice: Implementation Steps”. Thailand Assumption University Press (2007): 17-32. Print. Santa Ana College. Herzberg’s Motivation-Hygiene Theory, n.d. Web. 29 Sep. 2012. Sell Disney Timeshare. Disney announces new strategy for Timeshare sales, 2012. Web. 28 Sep. 2012. Touring Plans. Disney's Wilderness Lodge Villas, 2010. Web. 29 Sep. 2012. Yafang, Bao. & Gongyong, Fang. A Study on Hospitality Students’ Satisfaction towards their Internship: a Case from Hang Zhou, China. School of Tourism and Health Zhejiang Forestry University, 2009. Web. 29 Sep. 2012. H. Appendix 1. Organization Chart Source: (Disney, “Management Team”) 3. Financial Data 2011 Source: (Disney, “Fiscal Year 2011 Annual Financial Report and Shareholder Letter”) 4. Sales Description of DVC Sources: (Lovato, “Monthly sales data for July 2012”) Sources: (Lovato, “Monthly sales data for August 2012”) Read More