Millions of people pass through the gates of Disney’s entertainment parks in California, Florida and Japan each year. What makes these places an almost universal attraction? What makes foreign kings and queens and other important people want to visit these Disney parks? Well, one reason is the way they’re treated once they get there. The people at Disney go out of their way to serve their “guests”, as they prefer to call them, and to see that they enjoy themselves.
All new employees, from vice president(副总管) to part-time workers, begin their employment by attending Disney University and taking “Traditions I”. Here, they learn about the company’s history, how it is managed and why it is successful. They are shown how each department relates to the whole. All employees are shown how their part is important in making the park a success.
After passing “Traditions I”, the employees go on to more specialized training for their special jobs. No detail is missed. A simple job like taking tickets requires four eight-hour days training. When one ticket taker was asked why it took so much training for such a simple ordinary job, he replied, “What happens if someone wants to know where the restrooms are, when the parade starts or what bus to take back to the campgrounds?…We need to know the answers or where to get them quickly. Our constant aim is to help our guests enjoy the park.”
Even Disney’s managers get involved(包括在内) in the daily management of the park. Every year, the managers leave their desks and business suits and put on special service clothes. For a full week, the bosses sell hot dogs or ice cream, take tickets or drive the monorail(单轨车) and take up any of the 100 jobs that make the entertainment park come alive. The managers agree that this week helps them to see the company’s goals more clearly.
All these efforts to serve the public well have made Walt Disney Productions famous. Disney is considered by many as the best mass service provider in America or in the world. As one long-time business observer once said, “How Disney treats people, communicates with them, rewards them, is in my view the very reason for his fifty years of success…I have watched, very carefully and with great respect and admiration, the theory and practice of selling satisfaction and serving millions of people on a daily basis, successfully. It is what Disney does best.”
1. The first day they come to Disney parks, all new employees _______.
A. begin by receiving on-the-job training B. must learn several jobs
C. begin as ticket takers D. have already attended Disney University
2. The main objective(目标) of the Disney employees is to _______.
A. learn all parts of the business B. see that their guests enjoy themselves
C. be able to answer all kinds of questions D. keep the important guests happy
3. Which of the following is NOT true according to the passage?
A. Tourists learn the history of Disney in its entertainment parks.
B. Disney attracts people almost from all over the world.
C. Parades are regularly held in Disney’s entertainment parks.
D. Disney’s managers are able to do almost all kinds of work in the Disney’s parks.
4. This passage is mainly about _______.
A. how Disney’ employees are trained B. the history and traditions of the Disney enterprises
C. why Disney enterprises make a lot of money D. the importance Disney places on serving people well
(1—4 ABAD)
【答案解析】本文介绍了迪斯尼游客众多的原因在于管理、培训、教育员工做到给予游客无微不至的服务。
1. A。细节题。根据 All the employees, from vice president to part-time workers, begin their employment by attending Disney University and taking “Traditions I” 可知所有的员工上岗前要进行在职培训，据此可知答案选 A。
2. B。细节题。根据 Our constant aim is to help our guests enjoy the park 可知他们的不变目标是让游客在迪斯尼乐园玩得开心，由此可见 B 为正确答案。
3. A。细节题。根据第2段Here, they learn about the company’s history… “they” 指的是迪斯尼员工;再者答案B(第1段)、答案C(第3段)、答案D(第4段)都是对的，故选 A。
4. D。主旨题。阅读全文可知本文从开始的总体服务描述到员工岗前培训、特殊工种训练、经理层每年一周的亲身体会无不显示了迪斯尼在使游客满意方面给予了高度重视，故选答案D。
