Arkansas Tech University senior Lydia Gates invested the final summer before her graduation from college ensuring that others had a magical experience at Walt Disney World in Orlando, Fla.
As a guest experience management intern at one of Disney World’s 26 resorts, Gates applied the hospitality administration skills she has gained as an ATU student to support fellow cast members during daily operations and communicate with guests and fellow cast members.
Perhaps the most important aspect of her summer internship was, as she said, “taking control in guest situations where their vacation might have hit a not-so-magical bump in the road.”
Gates became involved with the Walt Disney Company as a Disney College Program participant. That allowed her to apply for, and ultimately gain, a management internship.
“The highlights of my internship have to be all of the people that I’ve had the chance to meet,” said Gates. “I have several guests who maybe don’t have an easy arrival experience to Disney, but as a cast member and a manager, I’m able and empowered to make the rest of their vacation better. I love that part of my job.
“One of the lessons I’ve learned during my internship is how to react to guests’ requests and tone,” continued Gates. “I can’t immediately assume that their statement will be negative or positive. My reactions need to be neutral in order to assist them to the best of my ability and retain my credibility. Communication, verbal and nonverbal, can be misconstrued by the receiver. It’s my job to be conscious of how I communicate to my guests.”
Gates is on pace to graduate from ATU in December 2019 with a Bachelor of Science degree in hospitality administration. Her emphasis is in lodging and club management.
“My classroom time at ATU has been such a benefit to me in the workplace,” said Gates. “The professors in my department have prepared me for situations that I wasn’t even aware that I was learning about. I’m so thankful to them and their constant support.”
Gates will remain actively involved with the Walt Disney Company as an intern through June 2020. She hopes to remain one of Mickey Mouse’s co-workers beyond that point.
“I would love to stay in Orlando with the Walt Disney Company as a guest experience manager,” said Gates. “I’m a people person, through and through, and I take pride in my job. I love being able to solve problems and think creatively, both of which I’m able to do day in and day out.”
Learn more about the ATU hospitality administration program.
