We encourage all Cast Members to be leaders in their area. We believe that a leader is someone who makes an impact regardless of his or her title. To implement change, you must reward and recognize individuals when they do something right.
Most commonly, we use “Great Service Fanatic” cards. These are given by Cast Members to fellow Cast Members when they see each other doing something well and going above and beyond to deliver outstanding service. Upon receiving one of these cards, a Cast Member must have it signed by his/her manager so he/she is aware of the praise. This small action of recognition helps to build leaders and encourage existing ones.
How would you define a leader? How do you encourage and recognize demonstrations of leadership?