S4e11 The Everything Matters Edition with Lee Cockerell
James chats with Lee Cockerell, retired Executive Vice President of Operations for the Walt Disney World® Resort. Growing up in Oklahoma, Lee attended Oklahoma State University for two years before joining in the United States Army.
His career includes eight years with Hilton Hotels, seventeen years with Marriott International and sixteen years with The Walt Disney Company. Lee Joined Disney in 1990 as Director of Food and Beverage, Quality Assurance and Vice President of the hotel division for Disneyland Paris.
In 1993 Lee became the Senior Vice President of the hotel division at the Walt Disney World® Resort in Florida and in 1997 was promoted to Executive Vice President of Operations for all of Walt Disney World Operations, serving in that position for ten years before retiring to start his own business, Lee Cockerell, LLC., a training and development company and authoring 6 books on leadership, management and world class customer service.
They discuss learning from hospitality, a culture where everyone matters, hire ’em right, train ’em right, and treat ’em right, doing the best with unhappy people, great leadership, listening to customers and employees, creating magic, consistency, meeting expectations, not being a big deal and showtime.