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Monday, May 4, 2009 at 10:15 - 11:15 am
Room: Crystal Ballroom 4-5
Leading Through the Tough Times
How do you keep the smiles going during the midst of a crisis? In this thought-provoking presentation, your Disney Institute facilitator will share how inspiration helped Cast members at Walt Disney Theme Parks and Resorts overcome obstacles and barriers brought on by events well beyond their control. Through the speaker's personal stories, you'll take away insights and best practices that can enable your staff to thrive in turbulent times.
Tom Madden has worked in the Hospitality Industry since he took his first part-time job at Walt Disney World in 1979. From 1980-1986, Tom was a unit manager for York Steak House, a General Mills Restaurant. Feeling a pull back to Walt Disney World in 1986, he returned as Assistant Supervisor in Food and Beverage at Epcot and progressed to Area Manager in 1990. Over the course of 13 years, Tom managed a variety of restaurants, both quick service and fine dining. These included several of the World Showcase restaurants (Norway, Canada, Liberty Inn and United Kingdom) with concepts that ran the gamut from a British Pub and Dining Room to a Norwegian Bakery to an American Quick Service operation. At times, he also managed Epcot's Outdoor Foods (stands and carts), Epcot's premier seafood restaurant (Coral Reef) and also Theme Park Operations and Merchandise Operations. In June 1999, Tom joined the Disney Institute as a Facilitator for Business Programs and currently leads the Operations team in supporting programs that are presented to hundreds of thousands of business professionals, not only at Walt Disney World and Disneyland but at locations around the world. Clients that he has worked with include: PricewaterhouseCoopers, Microsoft, American Red Cross, Cara Restaurants of Canada and Arkansas Children's Hospital.