3 questions for Marco Bernini, Director Disney’s Newport Bay Club

Marco Bernini is a very busy man. Judge for yourselves: for the past 18 months the hotel he is responsible for, Disney’s Newport Bay Club, has been undergoing the most extensive refurbishment in the history of Disneyland® Paris. It is a great opportunity, with a multitude of consequences on daily work and the difficulty of minimizing the effects of the renovation works on the guests’ stay. Today, Marco is preparing the hotel to be upgraded to a 4* institution, and dealing in parallel with new team training processes in service quality. Between two meetings we were able to talk with him of his unusual itinerary and his ambition for Disneyland Paris.

Could you tell us about yourself in a few words?

“My experience at Disneyland Paris started in February 1992, shortly before the opening of the Disneyland Park, and I began my career as an Operational Cast Member on the Big Thunder Mountain attraction. I acquired experience in various fields, participated to the opening of attractions, to the development and implementation of the annual passports for the Paris region, which had a significant impact on sales. In this manner I climbed the various echelons until I was assigned to my first post as Director of Park Operations in 2000. At the time there was only one theme park on the destination.

In March 2002, I was lucky to be part of the opening team of The Walt Disney Studios Park, and in August of the same year I was named Director of Park Operations for both Parks. In 2005, I was put in charge of Disney Village, to implement the new family strategy, which at the time was a radical change of in the venue’s positioning: the street was completely redesigned, flower pots were put in and trees were planted, while the original columns and the star-lit sky were removed.

We also removed the stage that was located near the Sport’s bar and which then hosted outdoor concerts. That allowed us to develop the terrace of the Sport’s bar, which our guests greatly appreciate. All musical events were concentrated at Billy Bob’s. We hosted new emblematic brands, such as the first Starbuck’s Café completely thought over in an environment friendly design. All these changes led to a repositioning of the venue and an important revenue increase. What I most liked in those missions were the will to change things and to aim for the best quality experience. All of this took a new turn for me in March 2010, when I was named Director of Disney’s Newport Bay Club.”

What is the key challenge in your business?

“As a leader, one must integrate the corporate values, the corporate culture in order to make them one’s own and transmit them to the team. One has to know how to listen and take into account feed-back from Cast Members, as well as the remarks from guests, as they generate new ideas. I focus on reaching guest satisfaction as well as Cast Member satisfaction, for the two cannot be separate, there is a reciprocal cause and effect link: in order for Cast Members to bring magic to the guests every day, I believe it is indispensable that the former feel good about coming to work every morning. The first priority is to ensure good work conditions to all the teams, to favor their well-being so they may in turn transmit it to our guests. We have to constantly go forward, innovate, and suggest new projects to improve the quality of the experience. The project of the total renovation of the hotel is the perfect example of this, with the colossal works that impacted the rooms, the lobby, the boutique, the restaurants, the pool, the façades, the roof, as well as the backstage area of the hotel. The aim was to optimize the guest offer and the daily work of our Cast Members: a new restaurant, new kitchens, and a new set-up for breakfast. The direct consequences of this have been improved quality and greater efficiency.”

What is your ambition for Disneyland Paris for the next twenty years?

“My short term ambition is to conclude the refurbishment works of Disney’s Newport Bay Club, to give it the place it deserves right next to the most beautiful hotels. Looking further ahead, at the eve of the 25th anniversary of our destination, my ambition is that Disneyland Paris continue to be the reference in family entertainment, of dreams and of creativity, the destination that innovates constantly and permanently aims for excellence. The Disney theme parks are supported by a unique heritage of incredible wealth, stories to be brought to life daily. I believe it is fundamental to keep them alive. It is the heritage that is familiar to all of us since our childhood that makes the Disney difference and creates a feeling of belonging. Contrary to traditional amusement parks, the Disney parks offer an experience to be lived, with a very strong affective dimension and a unique identity.”

0 thoughts on “3 questions for Marco Bernini, Director Disney’s Newport Bay Club”

  1. Hi, there! I’m from Brazil, and I’ll be at DisneylandParis on my 40th birthday with my family (a husband and 3 daughters). May I have my “magical birthday ever”? This include a character? How I order it? We’re ordering a 1day/2parks ticket, and we have a doubt about the time of Paris Express. It leaves Disnenyland at 8pm, is that time AFTER the fireworks and night parade? We’re very excited with this family travel,and we’ll be waiting ansiously for your reply

  2. Wonderful article, please more like this!

    I’ve never seen that castle elevation artwork before, could you post it in a higher resolution? Would love to thoroughly investigate the details of it.

    Kind regards
    Disneyland Paris Treasures

  3. Greate post. Keep writing such kind of information on your blog. Im really impressed by your blog.

  4. Appreciating the time and energy you put into your site and in depth information you present. It’s great to come across a blog every once in a while that isn’t the same out of date rehashed information. Wonderful read! I’ve bookmarked your site and I’m including your RSS feeds to my Google account.|

  5. What’s the point of attracting adults and “reconnecting them with childhooh emotions and memories” if once they’re there you’ll treat them like they’re not welcome?
    Maybe the problem is not our perception is wrong. Maybe the problem is you really don’t want us to go.

  6. There’s a Santa Fe style hotel? Oh my! Will have to go back and stay there! Only hotel I had time to see on my first visit was the Disneyland Hotel on my way into the park to see Captain Eo after it re-opened in June 2010. I was on a one-day visit via the Eurostar from London (on holiday there from Australia) so very limited time – too limited. But I loved it.

  7. I’ve been 4 times to Disneyland Paris in the last 3 years and each time the service has been absolutely dredful and not even apologetic – would love to see how this changes.

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  12. Also my question:-) Is there a way to buy something although i’m not working at Disneyland Paris?

  13. So, so sad to see this icon show close! I first saw it in California in 1987 and was blown away by what was then incredible 3D technology, as well as Michael’s performance. When I visited Disneyland Paris for the first (and thus far, only) time on 24 June 2010 I was on a EuroStar day trip to the park from London which I was visiting for Michael Jackson 1st anniversary events with his UK fans. When I heard that Disneyland Paris and other Disney Parks were re-opening the film as a tribute to Michael, I HAD to make the journey across the channel to see it again. Needless to say, I made the most of the opportunity for repeat screenings on that day. And though I’ve since seen it repeatedly in Anaheim and Tokyo (shortly before it closed there last year) I’ll never, ever forget seeing it on the big screen for the first time since the 80s at Disneyland Paris. I’m not sure I want to go back now. 🙁

  14. It’s a shame this classic has to go, really!
    I’m glad I got the chance to experience it once again with the tribute performance.

    It was not quite the same since many of the original effects and the look and feel of the cinema were missing, still the old 3D glasses/technique and and analogue! print/and projector was used, which was and is kind of lazy from Disney. Also, the print was very worn out the last time I’ve seen it and should have been replaced long ago.

    But, still better than no Captain EO.

    Since Captain EO will never return to the Disney parks, please release a worthy blu-ray of this classic masterpiece (in 3D and 2D). I’m sure plenty of Disney-, Michael Jackson-, Anjelica Huston, Franics Ford Coppola- and George Lucas-Fans would buy it in an instant!

    I sure would!

  15. Why oh why is this closing?

    Have seen it several times at Disneyland Paris in the last couple of years and and each showing was packed out! Judging by everyone’s reaction on the way out, the audience clearly loved both the film and its effects.

    Bad decision, Disney 🙁

  16. The reason it has closed is that jardly anyone watches. Figures have dwindled and have been for years. It has been declining in the mast few years. Everyone moans and groans but it costs Disney to keep it running and if the audiences ain’t coming, who can afford to keep it.

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  18. Would it be possible to meet with some one in hr on the 2nd idecember2015 to discuss student placement with you. Students would be 18 plus studying travel and tourism funded via Erasmus
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  19. We used these just after Christmas. Such a vast improvement since our last visit in summer 2014. Well done! I still had to wait from about 9am to get a good spot in the queue, but then we only waited about 10 minutes in the actual pavilion, as opposed to 70 minutes last time!

  20. We had a wonderfull new years evening at euro disney 2015 – 2016!!!!
    It was fantastic!!
    Thank you!

  21. Will the foliage be refurbished? Many leaves and small branches are missing and spoil the attraction so hopefully these will be refurbished.

  22. Hello We are a family of 4 with my husband and 2 children.I am 32 weeks pregnant.With the easy access card will I have access to attractions with my family.

  23. would changing the perception around DP to attract adults or a particular age groups not be at the expense of other age groups eg kids, teenagers.

  24. What a shame that they cast aside the park’s heritage, people’s memories and their love of DLP by destroying the named stones and replacing them with bland slabs.
    There were a few broken and loose ones, but surely they could have been kept and relayed to a better standard than they had previously.
    It has really dampened our DLP experience. What next? Removal of the castle?

  25. it’sasmallworld is more beautifulthan before.

    I will ride to it’s a smallworld during go to disneyland paris.

  26. i come to disney land for 20 years every year 2or3 times
    i am a real disney fan i collect it also but my complain is this year
    when y order to stay in the hotel why did they not mention
    that there is so many attraction close in the park you mention about the hotel but let also know about what happen in the park
    i hope you understand why i writhe this
    i hope that you will reply
    thanks yolande

  27. I want cast menbers . business chaienge back stage new shw works
    my challenge .
    U.S.A I want art work project menbers.

  28. Hello, I am staying at the Hotel on 9/23/16. That day is my daughter’s birthday. Do you have the opportunity to purchase a cake?

  29. Can anyone help with getting in touch with photopass for Disneyland Paris. Tried sending email through contact us but email keeps coming back undeliverable. All photos are not coming up and need them to find my photos.

  30. Not Impressed! Big Thunder mountain is one of my favorite Disney Rides! Shut! Simlarly, the Star Wars events are apparently unavailable.No mention of these attractions being shut when my booking was made in June. My grandson, for whom we arranged this trip, has extatically reached the height limit, and a star wars addict/devotee will now be denied these pleasures. Will there be a refund/discount offered?

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