An Interview with Cynthia Harriss, Disneyland's President
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Harriss at the opening of Tarzan's Treehouse with
children from Kosovo,
Danton Burroughs, grandson of Tarzan author Edgar Rice Burroughs and Tarzan himself
LP: You said this was the greatest job in the world. What is your favorite part about doing this job?
CH: I have to say it’s people, and I guess I’ve said that a couple of times already, and having an opportunity to get to know our Cast Members and the fact that they - as you know, they’re terrific and work incredibly hard every day. They carry forth with the traditions and new traditions that we have here at Disneyland, as well as meeting our guests. I just think that’s my favorite part - to have a day in the park and get a chance to visit with our guests, too.
LP: On the flip side, what is the most challenging part?
CH: I think it’s right now, for us, is just juggling all the multiple priorities because we’re committed to ensuring that the experience every day the guest has here at Disneyland is exactly what they want and more. At the same time, we’re opening the new park and juggling all the priorities of how you make it all work out at the end of the day. And the good part is we’ve got a pretty brilliant Cast here that does a pretty good job of that.
LP: In a typical week how much are you actually in the park?
(Going into the park) really is energizing. The same effect it has on our guests, it’s great for me personally. And I think for my colleagues, when you’re out in the park, it grounds you on what we are doing here. You get a real good sense of this is what the objective is. |
CH: I’m in the park every week. I can say that with assurance. It’s a good week when I’m in the park every day. Not every week works out that way. Sometimes I come to the park and the guests aren’t here yet. I sometimes get here earlier or stay late. Certainly more than a few times a week. It’s kind of hard to tell. My goal is to spend some time most days. As you know every day is different. When you’re in the park you learn something new every day. The other part I’ll just say, it really is energizing. The same effect it has on our guests, it’s great for me personally. And I think for my colleagues, when you’re out in the park, it grounds you on what we are doing here. You get a real good sense of this is what the objective is.
LP: Disneyland, probably more so than any other Disney theme park, has to strike a balance between the occasional or the first time visitor and the regulars like myself. They don’t always have the same ideas of what they would like to see at the park. How do you go about balancing those two when they're both your fans, but sometimes what they want to see is very opposite each other?
CH: Well, you can come to our meetings with us. The things you just called out are where we spend a lot of time having dialogue. The foundation that Walt Disney established himself was making sure this is a park that is for families, to really satisfy what the guest wants. Sometimes even satisfy what the guests wants before they know they want it and surprise them with it. So a lot of our debate and dialogue we have is about the different segments of our guests and what will be attractive to them. And I would say it’s a big part of those discussions. I think the balancing act is maintaining the traditions that have made Disneyland so special. Some folks have grown up with Disneyland.
But by the same token, those are also the same people that want all the new things too, so how do you do that in the space that we have and the facilities available? I think a good thing with this actually, Doobie, is going to be with opening the expansion of the resort. We're going to have a lot more options that will allow us, then, to ensure that Disneyland always is about the fantasy and it’s the only park that we can say officially, that it was Walt’s park and all of that. DCA or Disney's California Adventure will always be about what’s new and about exciting things.
LP: In that same vein, Disneyland has certainly had some great improvements recently. In the last couple of years there's been the Christmas activities and Autopia and Believe ... There's Magic in the Stars. But there hasn’t been a real blockbuster probably since Indiana Jones. Is that because of Disney’s California Adventure and is that a trend going forward?
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CH: Actually, probably, the best way I can answer this is that what we’re working towards is ensuring it’s a great experience for our guests. So a lot of the things that you called out are about having multiple things to enhance the experience. Also, if you can think back when Indiana Jones opened it had been quite a few years before that since there had been anything of any great significance.
One of the things that we’re working toward, and I think this year is a good example, is having another reason to come to Disneyland not only for - as you said - either first time visitors or a vacation guest, but also our local guests. And so, what we’re looking at are the experiences and what’s the total guest experience in the park more so than just one big event. Because, whereas Indiana Jones continues to be one of our absolute favorites and all of that, it is one experience as contrasted with a day in the park. I’m pleased that this year with the parade, the fireworks, Autopia and a couple of other things we’ve been able to do, especially for our local guests, there's a reason to come back more than once this year and see something new.
LP: And of course FastPass which I'm sure you're proud of
CH: Sure, yes. Well FastPass, I think, is changing the face of what a theme park experience is, certainly for us. Over time I think it will just continue to enhance that good day in the park.