Annual Review - Euro Disney SCA
Transcription
Annual Review - Euro Disney SCA
Annual 2009 Review “We keep moving forward, opening new doors, and doing new things, because we’re curious and curiosity keeps leading us down new paths.” Walt Disney p.12 Capitalizing on our Strengths 215 Million Guests since 1992 13,400 p.30 Cast Members1 1,000 Business Events per Year 5th Largest Hotel Capacity in France #1 Name given to Disney employees p.40 Sharing our Disney Values TGV Hub in France 56,000 Jobs Generated in France 1 Exceeding our Guests Expectations A Wonderful Day Ahead Each Visit at Disneyland Paris ® is Unique Our Disney Experience is Still Alive Every day we share our Disney magic Interview with Philippe Gas with thousands of Guests. Their smile is our reward. Chief Executive Officer, Euro Disney S.A.S. What are your thoughts on this past year as the head of Euro Disney? Philippe Gas: Above all, 2009 has been marked by the global economic crisis. It has changed the way consumers behave and it has changed how we communicate and engage with them. The effects of this crisis will be felt into 2010 and in response we are proactively changing our Marketing and Sales strategies. What is important to keep in mind, is that the attractiveness of our Resort remained strong, especially for our proximity markets, France and Belgium. Our Guests came in even greater numbers delivering record attendance of 15.4 million and a hotel occupancy rate above industry averages. The Mickey’s Magical Party celebration gave people more reasons than ever to visit the Resort. Additionally, this year was also marked by important milestones for the Company in the area of workforce diversity, with the signature of the Diversity Charter. We also released our first Community Report, which provides a snapshot of the corporate responsibility efforts spearheaded by Disneyland® Paris with regard to its local communities. Why is your social commitment so important? PG: Disneyland Paris is both a tourist destination and a regional business driver that has a major impact on its surrounding communities, in particular in terms of job creation and economic value generation. This is why it is very important for us to strengthen our ties and commitment to our local stakeholders. We continue to support initiatives in key areas such as: the attractiveness of Eastern Paris as a development and tourism hub, our involvement in protecting the environment, employment opportunities for those with limited professional experience and proactive employment support for the socially disadvantaged. How has the current economic situation affected you? PG: The current economic situation has had a significant impact on European consumer behavior. The way people consume leisure has changed and we have become increasingly proactive in our efforts to navigate this rapidly evolving market dynamic. By adapting to these changes through increasingly targeted offers and leveraging our sales and distribution partners, we continued to drive record volumes to the Resort. The needs of our Guests have changed with the crisis and we have sought to better understand and adapt to them. Providing what the Guest needs during this difficult time is a strength we can build on and is important as consumers are counting on the well-known brands they trust. What is Disneyland Paris doing to maintain its draw as the leading tourist destination in Europe? PG: In this economic environment, consumers undoubtedly search for the best price but without making any concessions on quality. From this point of view we need to be able to deliver a high value vacation experience. And we do. No one can equal Disney’s commitment to quality and innovation. It is seen in the uniqueness of our Theme Parks, and in our dedicated Cast Members. Every day, they offer our Guests magical vacation memories, building upon the tradition of service excellence for which Disney is known. It is important for us to exceed our Guests expectations and to continue to offer them an experience that only Disney can provide. What will be new in 2010? PG: The crisis has not impacted our drive to innovate and amaze. We strive to be a step ahead in delivering the next must-see, must-do, celebration. In April 2010 we will launch Disney New Generation Festival and late summer three new attractions will also open in the Walt Disney Studios® Park. Toy Story Playland will be a new offering inspired by Disney•Pixar’s Toy Story and its famous characters. Once again Disneyland Paris will deliver new adventures and thrills to our Guests, young and old alike. Celebrations like Disney New Generation Festival give Guests new reasons to visit as we continue to set the bar in delivering great family friendly entertainment. Capitalizing on Our Strengths p.14 Capitalizing on Our Strengths p.17 2009 Financial Highlights p.20 Responding to a Changing Consumer Environment p.26 Tourism Leader in Europe 14 // 2009 ANNUAL REVIEW // capitalizing on our strengths capitalizing on our strengths // 2009 ANNUAL REVIEW // 15 Capitalizing on Our Strengths Leveraging our Strengths in Challenging Times In 2009, as we entered one of the most challenging economic environments in our history, our objective was to focus on driving volumes and mitigating costs while ensuring decisions made during the crisis do not impact our ability to grow over the long-term. The crisis has not changed the fundamental pillars of our growth strategy. Philippe GAS, CEO The Company managed the economic crisis by including a targeted Marketing and Sales approach, balanced cost management and a continued focus on the Disney Difference. We adapted to changing consumer behavior while continuing to deliver quality service to our Guests. Consumers Booking Closer to Departure Date Since the crisis began at the end of 2008, consumer behavior in the tourism and leisure sector has changed dramatically according to studies by Gallup, MKG Hospitality and the UN World Tourism Organization. Over the past year, consumers booked closer to their departure date giving us less visibility on our business. For example, while Guests from United Kingdom traditionally booked several months in advance, they are now booking much closer to arrival. Closer to Home In addition, consumers selected destinations closer to home and took shorter vacations. The number of British, Spanish and Italian consumers vacationing outside their home countries declined or was largely flat. In France, the industry saw a clear dip in foreign tourism, which was also reflected in our Guest mix. At Disneyland® Paris, where Guests generated a record 15.4 million visits, growth was mainly in the French and Belgium markets. This growth in proximity markets offset lower demand from Spain and the United Kingdom, markets more markedly impacted by the crisis. And Looking for Deals Easy access to real-time information, primarily Web-based, made it simple to shop around and compare increasingly attractive offers. Consumers sought strong “value for money” vacation options. They increasingly opted for leading, familyfriendly brands they trust. Making Disneyland® Paris the Preferred Choice In fiscal year1 2009, our Marketing and Sales teams adapted to the changes in Guest behavior by stimulating demand with targeted offers. Although this had an impact on our financial performance, it was the necessary positioning given the economic and competitive landscape. And when Guests came, we leveraged the Disney brand, using innovative quality entertainment to create an unforgettable experience. We welcomed them to our latest celebration, Mickey’s Magical Party, with four new shows in the Parks, and launched Playhouse Disney Live on Stage! a new attraction for our youngest Guests in the Walt Disney Studios® Park. Meanwhile, our dedicated Cast continued to deliver the level of quality service that our Guests expect from Disneyland Paris. Our fiscal year 2009 results confirmed the effectiveness of our approach: Guests continued to arrive in greater numbers than ever before. In addition, our annual hotel occupancy was 87%, significantly better than regional averages. These results led to a positive operating margin and a cash position that gave us the ability to both reimburse debt as well as to continue to invest for today and tomorrow. Solid Strategy • Drive results through targeted marketing, while exercising prudent cost management. • Invest in new content to continue enhancing the Disneyland Paris Guest experience. • Provide excellent service, delivered by our dedicated Cast. 1 iscal year represents the Company year end on F September 30, 2009. Great Deals for Guests who Live Close by Annual Passes bring Guests Back Time After Time Creating and rewarding consumer loyalty with annual pass offers has been increasingly successful over the past several years and a program that we continued to grow over fiscal year 2009. Promoting annual passes was a great example of how we adapted to changes in our markets as annual passes were a perfect compliment to changes in Guest behavior with regard to traveling closer to home. As a result of the success of this program, Disneyland Paris now has over 300,000 active annual passholders across Europe. 16 // 2009 ANNUAL REVIEW // capitalizing on our strengths capitalizing on our strengths // 2009 ANNUAL REVIEW // 17 2009 Financial Highlights We adapted to the changes in consumer behavior that were driven by the economic crisis, delivering record Park attendance of 15.4 million, mainly from proximity markets. These changes also impacted Guest spending and hotel occupancy, delivering lower revenues. quickly to their needs providing vacation packages and offers tailored by market in this dynamic context. Ready to Leverage Future Growth Well-positioned The post-crisis world will not be the same as the one before. Looking ahead, we see the same consumer trends of fiscal year 2009 continuing into fiscal year 2010. Although some economies today show signs of stabilizing, and even improving in some of our key markets, the tourism sector is still expected to lag the broader economic recovery. As a leader in the tourism industry, we are well-positioned to monitor and understand the way Europeans consume leisure. However, with feedback from our Guests, we responded Over the past year, our capacity to listen and adapt brought us increasingly closer to our Guests and helped us to deliver magical vacation memories for many families across Europe. A special relationship with children and the youngat-heart, combined with the remarkable caring and know-how of our Cast, are real strengths at a time when consumers are increasingly rediscovering the trusted brands that they have come to know. Disneyland® Paris, the destination of choice for Europeans In 2010, Guests will be invited to come and see their favorite characters in the shows and parades of Disney New Generation Festival. In conjunction with this new festival, we are preparing to open three new attractions in Toy Story Playland in the Walt Disney Studios® Park in late summer 2010. It is important for us to continue to earn the trust that our Guests place in us by delivering magical family experiences, and to continue to offer them the Disney Difference, something they cannot find anywhere else in Europe. We want Guests to see their Disney vacation experience as a milestone in their lives, first as children, then as parents experiencing the Disney magic through the eyes of their children time and time again. As the popularity of Disneyland ® Paris continues to rise, we believe that 2009 again demonstrated the effectiveness of both our near term strategies in managing this difficult context and our long-term strategies to drive revenues through marketing campaigns that drive urgency to visit while providing compelling content as well as removing barriers to visitation. We believe that we have the right strategies in place to continue to be successful over the long-term. “In a particularly difficult environment, we wanted Disneyland Paris to remain affordable. We also wanted to stay top-of-mind with our Guests, and remain a part of their lives. We wanted Guests to keep on visiting us, even if times were tough. That way, when the situation improves, we’ll have remained in the family vacation life cycle.” Throughout the year, we balanced our promise of a high-quality Disney entertainment Guest experience with a continued focus on responsible cost management. Consolidated Revenues Down 7%, but Strong Volumes with Record Attendance and 87% Hotel Occupancy Our operations are comprised of two business segments. The first and most significant is the Resort activity, with two main drivers: the Theme Parks, and the Hotels and Disney® Village. The second is our real estate business which, together with French public authorities, is responsible for developing the approximately 2,000 hectares site surrounding Disneyland Paris. Revenues from the Theme Parks declined by 4% to €688 million, primarily as a result of the 5% decrease in average spending per Guest. This was partially offset by a 1% increase in attendance to a record 15.4 million visits. Revenues from our Hotels and Disney Village fell by 8% to €475 million, due to a 5% decrease in average spending per room and a 3.6 percentage point decline in occupancy to 87%. Real estate revenues decreased € 23 million to € 18 million, as a result of fewer transactions closed this year compared with the previous year. Prior year real estate revenues also included €12.5 million from the sale of a property in Val d’Europe, which the Company had owned subject to a long-term ground lease. This transaction was unique, which makes the comparison unfavorable for fiscal year 2009. Costs and Expenses In fiscal year 2009, costs decreased 2% to €1.2 billion, down from €1.23 billion the prior year, mainly driven by lower real estate activity. Additionally, we deployed a number of management initiatives which helped us to contain costs in this difficult economic context. Revenue Breakdown by Activity EBITDA at €187 million The decline in revenues, combined with our cost management initiatives, resulted in EBITDA at €187 million, down 25% from last year, and €26 million in positive operating margin versus €91 million in the prior year. As a result, the Company incurred a net loss of €63 million, compared with a €2 million net profit last year $26 $26 million Positive Operating Margin 55.9% Federico Gonzalez Senior Vice President, Marketing Real Estate Managed for the Long-Term ■ Theme Parks ■ Hotels & Disney® Village ■ Other ■ Real Estate 4.0% 1.5% 38.6% 18 // 2009 ANNUAL REVIEW // capitalizing on our strengths capitalizing on our strengths // 2009 ANNUAL REVIEW // 19 We were cautious not to make short-term decisions that could impact our long-term growth potential, especially as it relates to protecting the Guest experience. It is important to keep in mind that despite the difficult context we continued to both service the debt and invest in Resort development, important steps toward reaching our long-term financial goals. Greg Richart, Chief Financial Officer Key Financial Highlights F iscal (€ in millions) Cash and Cash Equivalents of €340 million During the year, the Group generated free cash flow of €52 million. This was the result of lower, but healthy, cash flows from operations, driven by a decline in the operating margin that was partly offset by lower working capital requirements. Additionally, we reimbursed 86 million in debt as well as continued to invest in content for the Resort as outlined below. Capital Expenditure Cash flows used in investing activities remained stable at €72 million. To be prudent in the current economic environment, we curtailed some non-essential investments during the year. However we continued to invest in projects that would support the Group’s long-term growth. These investments include the completion of the Playhouse Disney Live on Stage! attraction, launched last March, and the development of Toy Story Playland, set to open by the end of the summer. We also made investments behind the scenes Theme Parks Attendance (Visit in millions) (e.g., upgrades to our call center reservation system), which are important for improving the efficiency of operations. Average Spending per Guest (In euros, excluding VAT) Year 2008 2007 Revenues 1,230.6 1,324.5 1,214.4 Costs and expenses (1,204.2) (1,234.0) (1,163.6) 26.4 90.5 50.8 Operating margin EBITDA 187.2 249.5 205.7 EBITDA as a percentage of revenues 15.2% 18.8% 16.9% Net profit / (loss) 1 Future Investments The Group is currently working on projects and investments that aim to inspire and thrill our Guests, while creating value both for the Resort and our stakeholders. We remain confident that our business fundamentals – those which make us Europe’s number one tourist destination – remain strong and will continue to serve as a basis for long-term growth. 2009 (63.0) 1.7 (41.6) Attributable to equity holders of the parent (55.5) (2.8) (38.4) Attributable to minority interests (7.5) 4.5 (3.2) 52.0 105.9 64.2 340.3 374.3 330.0 Free cash flow 1 Cash and cash equivalents, end of period EBITDA (Earnings Before Interest, Taxes, Depreciation and Amortization) and Free cash flow (cash generated by operating activities less cash used in investing activities) are not measures of financial performance defined under IFRS, and should not be viewed as substitutes for operating margin, net profit/(loss) or operating cash flows in evaluating the Group’s financial results. However, management believes that EBITDA and Free cash flow are useful tools for evaluating the Group’s performance. 1 Hotels Occupancy Rate Average Spending per Room (In euros, excluding VAT) 211.39 15.3 15.4 90.9% 46.32 44.95 44.22 89.3% 201.24 87.3% 197.88 14.5 2007 2008 2009 2007 2008 2009 2007 2008 2009 2007 2008 2009 20 // 2009 ANNUAL REVIEW // capitalizing on our strengths capitalizing on our strengths // 2009 ANNUAL REVIEW // 21 Responding to a Changing Consumer Environment Marketing & Sales With consumers booking closer to their departure dates, traveling closer to home and looking for attractive deals, 2009 was a time when we had to deliver the most from our Marketing and Sales strategies. We launched real-time offers, in response to the rapidly changing economic context, on a market-by-market basis. The proximity markets of France and Belgium, in line with Guests now traveling closer to home, delivered the highest response. Adapting to Changing Ground Rules In fiscal year 2009 the dynamics of Guest behavior changed dramatically in response to the global economic crisis. Guests took vacations that were already booked early in the year, but began to postpone making decisions about and committing to the next one. Additionally, with unemployment rising, Guests sought more affordable closer to home vacations instead of long haul destinations. “TGV Family on highspeed trains is our response to parents who want to continue to travel at reduced prices, yet still benefit from special offers and services for their children. A leader in family entertainment, Disneyland® Paris was a natural choice as one of our partners.” Mireille Faugère Executive Committee Member and Director, Travelers in France and Europe, at French national railways SNCF, until December 31, 2009 Within this context, each country in the European Union was at a different point in the crisis throughout fiscal year 2009 and changed their behavior as the global recession unfolded. The Marketing and Sales team responded with offers tailored to each market throughout the year. These included package offers of up to 30% and 40% off standard rates. This rapidly changing context also required a change in the media used with a need to leverage more highly flexible advertising like radio and Internet. This allowed us to move quickly and communicate our offers on a timely basis. As the trend to travel closer to home became an increasingly prevalent phenomenon, media spending on distant markets was reallocated and an increased focus to drive demand from proximity markets marked the second half of the year. The result was record attendance and occupancy levels that outperformed the regional market. Learning from our Guests In the current context we maintained our focus on targeting the three core groups that consistently show a special affinity for the Disney brand. We call them “Disney families,” “Disney adults” and “aspiring Disney families.” Our primary focus is on Disney families, not only because of their strong affinity for the Disney Difference but also because of the considerable growth potential that they represent for us. Tailored marketing and sales strategies target Disney families across all our markets, whether first-time or repeat visitors. Magic, excitement and the opportunities to share special moments with their children were, as always, the central themes of our communication. Delivering Magical Family Vacations We know that these new consumer behaviors may remain for some time to come but Guests will be increasingly seeking improved value for money instead of simply low cost vacations. With the high-quality service and entertainment Disneyland Paris has to offer, we are well positioned to deliver on this request, with high-value, family vacation experiences within a short flight, train ride or drive from most European markets. Alliances are Essential in Reaching out to Guests Disneyland Paris cultivates strategic alliances with selected brands and companies to create win-win propositions. Fourteen strategic sponsors provide not only high quality food offerings to our Guests (Coca-Cola, Danone, Dole, Kellogg’s, Nestlé Waters and Unilever), but also reliable and convenient transportation options (Ford and Hertz), as well as quality products and services to both Guests and the Company alike (Crédit Mutuel, Gibson, Hasbro, Kodak, IBM and Orange). Additionally, we have the opportunity to develop joint promotional campaigns to increase awareness and visitation to the Resort. Here is one promotional campaign example, we worked with Danone Velouté (lightly-sweetened yogurt) to create a free prize draw for 12 stays at Disneyland Paris. Consumers simply had either to buy a specially-marked pack of Velouté in a store and use the “magic key” code under the cardboard wrapper to enter the drawing or to send in a written request for a free “magic key” code before January 2010. Easy Access also Speeds Guests to our Door Transportation partnerships with Eurostar, SNCF, RATP and Air France aim to maximize the benefit of the Resort’s strategic central location. Exceptional access to the area is also provided by the Marne-la-Vallée/Chessy train station, which is France’s number one TGV station in terms of connections. 22 // 2009 ANNUAL REVIEW // capitalizing on our strengths capitalizing on our strengths // 2009 ANNUAL REVIEW // 23 200,000 200,000 Adapting Offers and Distribution We adapted our Marketing and Sales offers as well as channels in real-time with targeted tactical offers. We tailored package deals and consumer communications to each market segment, focusing on removing “barriers to visitation.” Over the last year, the main barrier was purchasing power. That’s why we placed special emphasis on lower price point packages, which addressed consumer spending issues. However before these tactical offers were even launched, we had already improved upon a favorite offer from 2008. Kids Under 7 Go Free was made even better by adding travel to the package. During our year-long Mickey’s Magical Party celebration, for one paying adults per room that stay at our hotels, up to three children under seven years old received free accommodation, free entrance to both Parks, and they also traveled free (either with Air France or on the French TGV high-speed train). We also responded to smaller budgets and demand for customized stays with flexible packages, like Tailor Made Dreams where Guests can choose one or two extra hotel Over nights for a special price, qualify for longer-stay rewards, and enjoy halfboard meal plans for even greater convenience and savings. Additionally, Extra Magic Hours, for Guests who book a Disney hotel, gives access to the Disneyland® Park up to 2 hours before official opening time. Extra Magic Hours together with our Tailor Made Dreams package give the Guests options to put the finishing touch on their ideal vacation. One of our objectives is to be present where our potential Guests want to buy. Delivering on this promise includes working with the diversified distribution channels of a broad-based travel and leisure network that includes Europe’s largest tour operators. They bring in-depth knowledge of It’s all about the Disney Magic in our Guests “toonified” before Innovative Marketing visiting Disneyland Paris. Campaigns Last year, we kept up the pressure to bring the Disney magic to life in and outside of the Parks by finding new and innovative ways to reach our audience. In a 2-month casting campaign, dubbed “Mickey Star”, and featured on the French TV channel TF1 (plus on radio station RTL), a pan-European audience of 28 million witnessed 5-10 year old children from France and Belgium compete to be one of four dance finalists in a live broadcast from the Disneyland Park. their respective marketplaces and act as valuable ambassadors of our message. Moreover, a vast network of travel agents ensure personalized advice for Guests to customize the perfect stay. 300 300 million Europeans within 2 hours Travel of the resort online promotions to be present up to the last minute of the decision making process on travel and leisure booking portals like Eurostar.com. The Wonderful World of the Web “The way people consume leisure has changed drastically,” says Norbert Stiekema, Senior Vice President, Sales and Distribution. “We are ready for that in all markets. We are where customers want to buy. Major tour operators work with us, as do large, established retail networks. Today, online Internet business also plays an important role and we remain focused on this key sales channel” he adds. Leveraging the Internet Consumers Change, We Change We have continually adapted to changes in European travel. In each country, we found partners who are leaders in their respective markets. We work closely with them, but also continue to develop our own “direct” distribution channels. For instance, our websites and booking engines are in local languages and Guests pay using their own currency. The goal is to facilitate consumer decisionmaking, and be available when or where the consumer is ready to buy. In fiscal year 2009, we also moved to more flexible media plans which included an increased use of the Internet. Since Guests are now booking much closer to their departure dates, we tailored our That also means changes in the way we provide support. For example, after our Disney Stars B-to-B online sales training tool taught more than 40,000 travel agents how to better sell the vacation experience at Disneyland® Paris, we followed up with a B-to-B website, exclusively reserved for trade partners. Finally in a 3-week “viral” Internet campaign called Mickey Dance, the inimitable mouse received over 100 million views from an audience of 22 million in France and the United Kingdom. That’s the power of the Disney brand. 2.5 2.5 million Parisians caught a glimpse of a huge 3D Disney poster in a subway station over the space of four weeks! Mickey’s Magical Party: The Most “don’t miss” Event of the Year Throughout fiscal year 2009, our objective was to maintain a sense of urgency to visit, with our Mickey’s Magical Party entertainment offering and related marketing campaigns. We also boosted our messaging presence in new and creative places in order to reach out to potential Guests with highly innovative and interactive communications. through Flashcode technology. Advertising across Paris featuring Flashcode offered a taste of treats to come, with a sneak-peak at the “Mickey Dance video”. In another move, the Company teamed up with Google Earth to give its audience of 150 million users a chance to preview our Parks in 3D – a first in Europe, which sent viewers flocking to our website. A Celebration with Real Character Disney’s Toonificator Turns Net Surfers into Cartoon Characters At Disneyland Paris, we’re celebrating Mickey’s Magical Party with a year dedicated to the world’s most beloved mouse. On the program are events packed with emotion and devoted to bringing our lovable characters within reach of everyone. Flash the Party on your Phone People don’t have to wait to enter the party and join in the fun and it’s largely thanks to innovative, interactive communications. In one campaign, before Guests arrived at the resort, they got a chance to “warm up” using interactive advertising During Mickey’s Magical Party, Guests can go to www.disneylandparis.com. There, an online “application” (in computer software, a service available to end users) lets individual potential Guests virtually dive into the world of Mickey’s Magical Party. You can either upload a personal photo to the site or create a toon of yourself directly online. In just seconds, your photo transforms into a “Toon” that you can personalize – face, eyes, mouth, ears, nose and hair, as well as outfits and accessories at your fingertips. Who do you Want to Be? Princess or pirate? Buzz Lightyear or Stitch? Donald or Mickey? Mickey’s Magical Party is ready whenever you are. Once “toonified,” Guests dance to the music and discover an extravaganza of colors and pixie dust in all that is new at Disneyland Paris. Out-of-this-World Immersive Experience! For starters, our four new interactive shows and a brand new attraction are calling you. Kids dance with Mickey & Friends at the Hub, be-bop with DJ Stitch in Discoveryland®, boogaloo with Minnie’s Party Train on Main Street, U.S.A.®, and with the Stars’n Cars parade or with all the characters at Playhouse Disney Live on Stage! It’s party time with Mickey & Friends like never before. So don’t miss out on the fun! 200,000 200,000 Over Guests “toonified” before Visiting Disneyland Paris 24 // 2009 ANNUAL REVIEW // capitalizing on our strengths capitalizing on our strengths // 2009 ANNUAL REVIEW // 25 Mickey’s magic mailbag Mickey Star, an Ingenious Way to Bring Fame within Reach For the show Mickey Star, French television host Nikos Aliagas and Mickey invited young contestants to get a chance to realize some pretty big dreams. The grand prize was an evening of dancing with Mickey and his friends in a TV special, broadcast live from the Disneyland® Park, and seen by millions of viewers on French television channel TF1. A brand has to do with the emotional relationships between a company and its customers. Disneyland® Paris, for instance, is more than just another destination; it’s a pathway to family fun and togetherness. Leading products and services come and go, but successful brands are about emotional connections and trust. François Banon, Vice President Communication Europe The Disney Tradition: One of the Greatest Storytellers on Earth “Disney•Pixar does it again! Up soars to new heights!” - The Internet Movie Database You are never too old to dream 1,000,000 1,000,000 Over Visitors viewed the 400 Works of Die Duckomenta “Only Disney Can do That!” Celebrated Parisian tea house Ladurée brought a touch of French gastronomic flair to Mickey’s Magical Party scene. Asked to create a culinary sensation, pastry chef Philippe Andrieu rose to the challenge with art and finesse. A macaroon with character from Ladurée In order to kick off the Halloween season, celebrated American s t r e e t a r t i s t Tr o y Henriksen, accompanied by the Resort’s Pumpkin Men, invaded a Paris Metro station, and then an avenue, in the “spirit” of performance art. “Working live in the street and in the subway is for me a return to my roots” says Troy. “When I first came to Paris, I would spend my days in the Metro, sketching people passing by. Adapting my style to the Parks’ Halloween universe lets me put a new spin on Disney magic. I think that’s great.” Mickey in Print Carl Barks and Floyd Gottfredson are kings of Kitsch, and have set up a group of artists that they call interDuck…. One specialty: great works of art, as seen through the eyes of Disneybrand lovers. Die Duckomenta is the name of their eclectic collection, about which The Wall Street Journal-Europe wrote: “This exhibit is no featherweight, so you better duck.” And for private collectors, there is a 2009 Die Duckomenta calendar, also available in the Parks during Mickey’s Magical Party. Halloween, Disney and Troy Henriksen Liv Tyler, a Princess Dream Come True After enjoying some of the Park’s most out-of-this world attractions, the star and model Liv Tyler was asked what she liked best about the wonderful world of Disney. Liv’s reply: the song “A Dream Is A Wish Your Heart Makes” from Cinderella. What better proof that sometimes dreams do come true? As Walt Disney himself said: “I only hope that we never lose sight of one thing – that it was all started by a mouse.” Indeed, the Ladurée offering is a Mickey Macaroon, which remains true to the immutable 3-circle graphic guidelines that have made Mickey the most recognizable mouse in the world. This is some Disney brand strength which you can really sink your teeth into! In the Disney•Pixar animated film, Up, 78-year-old retired balloon salesman Carl finally lives his lifetime dream of a fabulous adventure. At the same time that the film was released in France, Carl’s “balloon” was here for real at the Disneyland Park, flying off theater screens to take off from the foot of Sleeping Beauty’s Castle. A Source of Inspiration “Through the eyes of a child” Last year, 38-year-old contemporary Italian photojournalist Alex Majoli took time off from covering the world’s hot spots to take a look at Disneyland magic “through the eyes of a child.” Bringing along his 6-year-old daughter Maria seemed only natural. The artistic duo found themselves, within the time it takes to do a photo shoot, on an enchanting visit of the Parks, ready to capture with three different cameras little Maria’s perspective in the heart of a dream world. Like father, like daughter Millionaire magic is moral of Slumdog tale, with star exclaiming “I’m going to Disneyland!” Love and money – director Danny Boyle mixes both in his movie epic inspired by the TV show Who Wants To Be A Millionaire? Tanvi Ganesh Lonkar plays Latika, the childhood friend of the main character Jamal, in the 8-time Academy Award winning picture, Slumdog Millionaire. Last May, she visited as a Guest at Mickey’s Magical Party. A day packed with emotion First, the young actress learned the “Mickey Dance” during the all-new show, It’s Party Time with Mickey & Friends! Although her movie career is already on the fast track, Tanvi confided when exiting Space Mountain: Mission 2 that she has always wanted to be an astronomer when she grew up. Glam’girls Glam’girls “Maria gives us an impressive glimpse,” says Alex, “managing from her angle to be both nonchalant and dumbfounded by a world, where marvels literally jump off the page.” The photos were exhibited at the Paris Magnum Gallery, where people discovered the wonder of Disneyland Paris through fresh eyes and, perchance, sensed once again the innocence of youth. “Wow!” “Wow!” Maria, commenting on her visit to Disneyland Paris Last June following the French Open quarter finals match, tennis superstar Serena Williams took a break, armin-arm with Minnie Mouse at Disneyland Paris. Minnie, for her part, paid tribute to women’s tennis, modeling her most elegant just-off-the-courts look. Decidedly, tennis was headline news at Disneyland Paris. Only days before the opening games at Roland Garros tennis stadium, Mickey organized a warm-up tournament on his home court and invited seeded French player Gaël Monfils and Swiss star Stanislas Wawrinka, along with young players from the association Fête le Mur (tennis against social exclusion). The whole party was sponsored by former French Open winner Yannick Noah and the result was a “Tennis Party” with a doubles dose of magic. 26 // 2009 ANNUAL REVIEW // capitalizing on our strengths Tourism Leader in Europe A Spectacular Entertainment Kingdom. Once upon a time, Walt Disney had a vision of a place where children and parents can have fun together, and everyone is treated like a special Guest. That pioneering era was the first step that led us to Disneyland® Paris today, a “magical” place where dreams come true, and Disney stories, characters and ideals live on. The No.1 Tourist Destination in Europe Paris, City of Light, one of the most beautiful destinations in Europe… and now, with Disneyland Paris right next door, Europeans can enjoy one of the most magical destinations in France. A leading tourist destination, fully integrated within European tourism landscape, Disneyland Paris includes two Disney theme Parks, seven Disney hotels (5,800 rooms), the Disney® Village retail, dining, and entertainment district, a Disney-themed golf course, and two convention centers. Like Walt said: “Disneyland will never be completed. It will continue to grow as long as there is imagination left in the world.” Indeed, there are now also eight partner hotels (for an additional 2,400 rooms), making the area one of the biggest resort destinations in France. Key Player in Service Excellence Strong Ties in Key Areas for the Future “The strength of our strategic partnership with the Seine-et-Marne local council reflects the successful integration of Disneyland® Paris into its host region. As the region’s leading private employer and Europe’s number one tourist destination, we have a responsibility to deliver continued balanced and responsible development of the Region for the benefit of all stakeholders”, says Company CEO, Philippe Gas. At the heart of Walt’s vision was impeccable service, wholesome entertainment and an emotional connection with the wonderful world of Disney – plus new adventures and surprises around every corner. The Disney legacy has inspired us to become tellers of modern tales that span borders and generations with equal ease. It is the high quality Guest experience we create, combined with the strength of the Disney brand that make the resort a unique destination, and a premium choice for European families. France Bets on Disney’s Lasting Tourist Appeal Disney know-how is acknowledged industry-wide. Our methods to deliver service excellence and an outstanding Guest welcome are legendary. We participate in number of programs where we share our knowledge and expertise, such as Atout France, the agency created in 2009 by French Secretary of State for Trade, Crafts, Small and Medium Enterprises, Tourism, Services and Consumer, Hervé Novelli, whose mission is to strengthen France’s tourism appeal around the world. Locally speaking, we continue to integrate into the Seine-et-Marne community as a partner in tourism and economic development in the region. We renewed our commitment to growing the eastern Paris area as a business and tourism hub with a focus on job creation and sustainability. This was done with the local council of Seine-et-Marne as a follow-up to our development partnership agreement, signed in 2005, and we set up a new working group in 2009 to take things farther. As part of the Schéma Départemental du Tourisme Durable 2009-2013 (local government’s plans for tourism development), synergy initiatives included: promoting the Region together and capitalizing on the resort’s location to create stronger ties through services such as shuttles between Disneyland Paris and local towns (Provins and Vaux-le-Vicomte), and providing regional tourist information to visitors through the Disneyland Paris central reservations office. No.1 No.1 Tourist Destination in Europe Vacation For Everyone L a s t s u m m e r, t h e C o m p a n y supported the launch of a new program, proposed by French Secretary of State for Urban Policies, Fadela Amara, focusing on developing summer activities for low-income children and their families. The operation, called Des vacances, moi aussi! (Holidays, me too!), was launched in June 2009, when 500 families spent a day at Disneyland Paris. Mrs. Amara’s choice of Disneyland Paris was highly symbolic. After all, what better place to announce her “vacation plan” for underprivileged families than at Europe’s leading tourist destination? 28 // 2009 ANNUAL REVIEW // capitalizing on our strengths capitalizing on our strengths // 2009 ANNUAL REVIEW // 29 Louis Braille Celebrates 200th Birthday Coupvray is one of the five towns in the Val d’Europe district of Seine-et-Marne. It is also the birthplace of Louis Braille, the inventor of braille, a worldwide system that many blind people use to read and write. In June 2009, to celebrate the bicentennial of his birth, Disneyland® Paris welcomed the International Congress of the Visually Impaired, where speakers from different institutions, journalists and health care professionals gathered to take stock of recent progress in dealing with this disability. 56,000 56,000 jobs generated in France in 2008 by Disneyland Paris activities (source: Délégation interministérielle au projet Euro Disney, 2008) Major Impacts for Tourism and the Economy New State report released An interministerial directorate, the Délégation Interministérielle au projet Euro Disney, updated its analysis of the economic and social impacts of Disneyland Paris (through 2008). Key findings showed that the destination, including our partner hotels : (1) was the fifth largest hotel complex site in France, (2) accounted for 10% of hotel stays in the Ile-de-France region (3) generated through foreign Guest visitation, 6.4% of France’s tourism income measured in non-French visitation (4) generates 2.78 jobs elsewhere in France for every job at Disneyland Paris and (5) has led to the creation of 56,000 direct and indirect jobs in France (up 14.5% compared to the situation in 2005). What those findings mean The impact of Disneyland Paris goes far beyond its host site, extending across the entire greater eastern Paris area in terms of jobs, business development and accessibility. Above all, the findings demonstrate the remarkable success of leveraging public-private partnering as an opportunity that has proven its worth, and which will continue to play a key role in our future development. Contributing to Val d’Europe Val d’Europe is part of an Eastern Paris economic development region, Marne-laVallée. Its development is the realization of a public-private partnership initiative, unique in France, between Disney and the French State. With Villages Nature, Disneyland Paris and Pierre & Vacances look ahead to the European tourism of tomorrow. Although still under study, it would be unique in Europe and would respond to people’s quest for harmony with nature in the 21st century. This project would represent a large scale example of eco-tourism in France, while incorporating in its design the basics of sustainable development, notably by promoting renewable energy use and sustainable water management. A cornerstone to this development has been a suburban, national, and international rail hub, now the best-connected regional and high-speed train station in the country with the launch of its interconnection to the East European TGV rail network. The hub handles 100 trains per day, offers daily service to 65 other train stations in France and abroad, and ensures high-speed rail links with London (2 hours 30 minutes) via Eurostar and Roissy CDG airport (10 minutes) via the TGV. The hub also provides direct access to Paris via two commuter rail stations linked to the suburban rail lines. Key Figures: 1,700 1,700 Businesses Established in Val d’Europe 21,000 21,000 24,000 24,000 Jobs Inhabitants (source: SAN Val d’Europe, 2009) Responsible Development An economic lever for the region By creating a balanced development plan including residential, business, tourism, and public infrastructure needs such as transportation, schools, education and health care facilities – Val d’Europe has demonstrated its commitment to responsible development and laid the foundation for long-term success. The balance between employment opportunities and the population reflects that vision with regional development generating the equivalent of two jobs for each active resident, twice the local average for the Ile-de-France region1. As an added testament to the success of public spending on this publicprivate partnership, the private sector has invested over €6 billion, compared to €650 million from French Government, over a 20-year period. Attracting new businesses Val d’Europe has seen over 1,700 companies come to the Region since its creation, leveraging both the economic power house of the large scale Resort destination as well as the attractiveness of the Eastern Paris location. In 2009, that trend continued, both in the town center, served by suburban commuter rail lines, and in its business park, Paris-Val d’Europe, just off the A4 freeway. space becoming available, and the announcement in November 2009 of the Seine-et-Marne Chamber of Commerce and Industry joining the Val d’Europe location. For instance, in downtown Val d’Europe, where office occupancy is now over 95%, France Telecom Orange has opened a new call center for its commercial services in a brand-new building, within walking distance of the RER A suburban train station. Occupying 3,600 sqm of office space tailored to the modern design norms for call center operations, some 300 Orange employees began moving into the space as of November 2008. Just two months later, the ESMA Aviation Academy, based in Montpellier, created an annex in Ile-de-France to bring its training activities closer to France’s largest employment pool. Val d’Europe was chosen for its easy accessibility and optimal quality/cost ratio in office rentals. As a result, around 500 aerospace workers will be trained in Val d’Europe each year. Moreover, the business park is also undergoing expansion, with new office Excellent quality of life According to a May 2009 survey by CSA, that polled 1,018 people, either living, working or studying in Val d’Europe, the town received an approval rating of 7.6 out of 10 for its overall image. In addition, 80% of respondents said that they felt “at home,” 90% would recommend the place to friends or relatives, and 64% were “very satisfied” with the quality of life. In short, Val d’Europe is a great place to live and work, and can look forward to a bright future. Most importantly, it is likely to be a key player of the greater Paris region throughout the 21st century with the Seine-et-Marne well positioned to play an important role in future growth projects. 1 ource : DLPI based on CCI de Seine-et-Marne S research Exceeding our Guests Expectations p.32 Like Nowhere Else p.36 Quality and Innovation 32 // 2009 ANNUAL REVIEW // exceeding our guests expectations exceeding our guests expectations // 2009 ANNUAL REVIEW // 33 Like Nowhere Else Mickey’s Magical Party For every Guest, it’s party time all the time in the Parks. New spectacular celebrations, at Disneyland® Paris surprised and enchanted our Guests. Someone You Know Can’t Wait to Go The mouse with that inimitable look welcomes everyone to his magical party, which runs through March 7, 2010 – a celebration that sprinkles party pixie dust all over the Resort. “Mickey’s Magical Party is something that his fans do not want to miss,” said Company CEO Philippe Gas, while approving last-minute preparations. Our Cast Members have pulled out all the stops to create an experience Guests will never forget. From the moment they arrive, they step into a unique party atmosphere, with special decorations and magical shows, led by Mickey and his friends, taking place in both Parks. Every day is party day, throughout this vividly magic year. The Program: Fun, Frolics and Grins Guaranteed It’s Party Time with Mickey & Friends! Who hasn’t dreamed of dancing with Disney characters? Well at Disneyland Paris, dreams come true as Mickey and Goofy throw a party to remember at the heart of Main Street, U.S.A. ® , on the Park’s new 360-degree central stage. No reservations needed for this party, as starry-eyed Guests find themselves at the center of the action. Everyone’s invited to sing, dance and play, as they mingle and hug the Disney characters they love. Kids go loco with joy when the party train pulls up and those loveable characters disembark. So get on board for the most enter-training experience of the year. It’s a hoot! Disney’s Stars’n Cars! Kids and adults gasp as colorful characters hit the streets in fantastical eye-popping Disney-fied rides – a new event for a new season in the Walt Disney Studios® Park. It’s a cavalcade of convertibles, a jamboree of jalopies and a hoedown of hotrods. It’s Dance Time in Discoveryland®! Top DJs have to hang up their baseball caps when the mischievous alien from the Walt Disney Pictures hit comedy Lilo & Stitch takes to the turntables. He’s got them all dancing to the beat with his own impish mix of dance rhythms. In his new guise as DJ Stitch, the fuzzy phenomenon outpaces his troupe of fleetfooted dancers with his manic mixes. Guests are in stitches as they join in the fast and furious fun. A novel entertainment experience, DJ Stitch performs on a new mobile stage, next to Space Mountain: Mission 2. Minnie’s Party Train! Kids don’t have to be railroaded into joining Minnie Mouse and her friends on Minnie’s Party Train, promising maximum fun all the way down the line. The carriages are packed with Disney characters, headed down Main Street, U.S.A., to greet all their fans along the way. “Disney’s motoring stars like Aladdin, Ariel, the Disney Villains, and the fur-ever friendly Sully, from Disney•Pixar film Monsters Inc., sure are camera-ready for their fans,” says Simon Opie, Vice President Product Integration. And, of course, it’s all set to your favorite Disney tunes. 53 53 attractions in 2 Theme Parks All four star-studded events take place during the Mickey’s Magical Party year, and are genuinely participative shows in the grand tradition of Disney family entertainment. New Attraction! Playhouse Disney – Live on Stage! Mickey’s Magical Party features our unbeatable fun-packed calendar of seasonal events, new entertainment…and a new attraction. Playhouse Disney is one of the Disney Channel’s most successful preschool television programs. Ever imagined jumping through your TV screen to join your favorite Disney characters on the other side? Well, that is what little ones do as Playhouse Disney swaps the screen for the stage in our new live show, several times daily in the Walt Disney Studios Park. Kids are invited to help Playhouse pals Mickey Mouse, Little Einsteins and Handy Manny create an unforgettable surprise party for Minnie. Puppet masters and sing-along music carry them into a merry-go-round of song and dance, a spectacle that fits firmly within our strong tradition of bringing beloved characters within the reach of our Guests. What small children want most To interact, in real time, with their Disney “friends” that they see every morning on one of their favorite shows, Playhouse Disney. That is what puts a sparkle in the eyes of our young Guests. The essence of the Disney world through young eyes is more than magic and thrills. It is the beginning of a life long emotional connection to the joys of childhood. 34 // 2009 ANNUAL REVIEW // exceeding our guests expectations Where Great Expectations find Great Satisfaction New Wild West Show at Disney® Village exceeding our guests expectations // 2009 ANNUAL REVIEW // 35 TGV Familly Variety for Different Tastes and Budgets What was special about last summer? People come to Disneyland Paris from all over the world. That’s why we pride ourselves on making everyone feel at home in the Resort, even when it comes to what’s on their plates. Our restaurants immerse Guests in the experience, inspired by the rich history of Disney storytelling, and showcasing carefully crafted detail in the themed meals we serve. Moreover, there is incredible variety in the dining experiences we offer, from counter service to meals with our lovable characters to elegant table service. There is something to please just about every palate – and budget too. “Our vacation began on the train, thanks to Disneyland® Paris. We took advantage of a new experience aboard the TGV (France’s high-speed train), enjoying a coach with fun activities for kids exclusively reserved for families during crowded summer months.” Guest testimonial Mickey has joined Buffalo Bill’s Wild West Show. For the first time ever, Mickey and his friends – Minnie, Goofy and Chip’n Dale – invite Guests to share their epic adventures across the American W ild West. Throughout the dinner-show, parents and children, decked out in cowboy hats, add their enthusiasm to the Wild West fun held in Buffalo Bill’s arena. With over 10,000 performances since opening in 1992, the show has had almost 10 million spectators! “Come’n get it!” at the Cowboy Cookout Barbecue In March 2009, a new dining experience debuted at the Cowboy Cookout Barbecue restaurant in Frontierland ®. A crowd pleaser as soon as Guests walk through the door, it’s “quick’n casual” with the speed of counter service, but the ease of a Maître d’ seating you at your table. After a big Howdy, Guests get menus and are invited to place their orders at the counter; a new restaurant service format, but no change in our traditional “ranch hand” choices – including chili con carne, pork ribs and sausages – or for “green” cuisine buffs, our appetizing salads. Disney Village Proudly Welcomes Starbucks Disney Village gives Guests a new experience Coming Up Next From Princess Tiana(1) to Buzz Lightyear, Remy(2), Stitch and Sully, the newest generation of Disney’s beloved characters arrives at Disneyland Paris for the Disney New Generation Festival.With fantastic shows and parades, the year-long celebration will kick off in April 2010 and continue through March 2011 with innovative character experiences in both our Parks. Coming in late summer of 2010, our Guests will find out what it feels like to be shrunk to the size of a toy. Buzz Lightyear invites them into Andy’s backyard when the all-new Toy Story Playland (3) premieres at the Walt Disney Studios® Park with three interactive attractions – Toy Soldiers Parachute Drop, Slinky Dog (4) Zig Zag Spin and RC Racer (5) – all inspired by blockbuster Disney•Pixar animated picture Toy Story. © Disney•Pixar (1) From Disney animated feature The Princess and the Frog (2) Inspired by Disney•Pixar film Ratatouille (3) Inspired by Disney•Pixar film Toy Story (4) Slinky® Dog is a registered trademark of PoofSlinky, Inc. All rights reserved. (5) Hot Wheels® is a registered trademark of Mattel, Inc. Hot Wheels® trademark and track used with permission. ©2009 Mattel, Inc. All rights reserved. If the word “magic” makes you think of Disney, then the word “coffee” probably makes you think of Starbucks. Like Disney, Starbucks has always had service and quality at the heart of its strategy. Additionally, our companies share the same spirit of corporate citizenship, both in environmental and social terms. Opened on July 1, 2009, the coffee shop in the Disney® Village is the first of its kind in Europe. Built according to new overall eco-friendly design criteria, which used local materials, innovative techniques and energy-saving features, the shop enhances the customer experience while reducing its environmental impact. 74 74 Restaurants Resort-wide 36 // 2009 ANNUAL REVIEW // exceeding our guests expectations exceeding our guests expectations // 2009 ANNUAL REVIEW // 37 Quality and Innovation Quality as a Key Success Factor At Disneyland® Paris, quality is everybody’s business, and its only measure is the satisfaction of our Guests. Our first objective is to ensure that preparation and delivery are letter-perfect so every Guest has an unforgettable experience. Technology, One Way to Enhance the Guest Experience Interactivity and real-time information have grown to play a critical role in the success of every stay, right down to the smallest detail. From preparation all the way through to the way we fulfill expectations and make dreams come true, we strive for every Guest to fully experience the Disney magic. Innovation has always been an integral part of Disney’s culture. State-of-the-art technologies blended with unmatched storytelling skills are what make the Disney experience cherished. flashcode Flashcode! To Your Mobile Phone – and Beyond! Using mobile phones, Guests have access to a wealth of up-tothe-minute information. Called Flashcode, the solution was tested at web Disneyland ® Paris to help our Guests organize their stay. At any moment, updated in real time, they have access to the advice and practical information they need during a visit: show schedules, food & beverage specials, boutique promotions, access to multimedia content, even videos and games. Bluetooth is Where It’s At In-house studies revealed that 56% of Disneyland Paris visitors had Bluetooth on their mobile phones, and knew how to use it. That is why we have tested and implemented Bluetooth technology in the Walt Disney Studios® Park, to enable Guests to easily get information about show times and wait times for their favorite attractions. the Resort so they can get back to having fun faster. We continue to study what are the best technologies we can leverage to improve the Guest experience for today and tomorrow. 85,000 85,000 Over Photos have been taken to recreate the Disneyland Paris magic on Google Earth in 3D Flashcode, Bluetooth and More! In 2009 we tested contactless payment in several locations at Disneyland Paris. Holders of contactless payment devices and credit cards who are clients of our partner bank Credit Mutuel now have the opportunity to use their contactless payment methods at dedicated locations to save time while paying in selected restaurants and boutiques of GOOGLE EARTH 3D AND STREET VIEW: FROM THE STRATOSPHERE TO MAIN STREET, U.S.A.® Google Earth, Your Dream in 3D A fantastic virtual journey It starts on the Disneyland Paris website at www.disneylandparis.fr/googleearth3d. Real-time information is a fantastic leap forward for our Guests, simply because it lets them save time, which they can then spend having more fun. That way, they completely master organizing their stay. Julien Kauffmann, Vice President Business Optimization Looking down from the earth’s stratosphere, the blue planet calls to you. Soar towards France. Irresistibly, the path leads to Disneyland Paris, east of the French capital. The next stop is a magical experience, where Google-nauts fly over Sleeping Beauty’s Castle. Built with panoramic imagery, offered by Google Street View, go for a stroll anywhere in the Parks, for instance, down Main Street, U.S.A.®, as if you were really there. On the wings of an amazing technological tour de force Two photographers snapped 85,000 shots of all the building facades visible around the Resort, in order to create the 1,587 3D models that make up the two Parks, seven Disney® Hotels and the Disney® Village shopping area at Disneyland Paris. “I have seen a lot of amazing 3D modeling on Google Earth,” says Brian McClendon, Research & Development Director for Google Maps, Google Earth and Sketchup, “but when I saw the Disneyland Paris project, its realism knocked my socks off.” Disney’s graphic artists really out did themselves. They have taken virtual tourism into a new dimension and have pioneered in realms of 3D realism where no one has gone before.” Disneyland Paris is the first Park to borrow the magical powers of Google Earth 3D technology, with its feature, Google Street View, to create an interactive journey that Guests are not likely to forget. 38 // 2009 ANNUAL REVIEW // exceeding our guests expectations exceeding our guests expectations // 2009 ANNUAL REVIEW // 39 Thoroughly Modern Minnie Booking your visit “Should I use a travel agent, or make plans directly with Disneyland Paris?” And what about the World Wide Web? Of the millions of people who come to Disneyland Paris each year, how many are asking themselves that very question? The key is to adapt ourselves to the preferences of our Guests. Modernized booking systems Constant Listening to Guests’ needs Drives Quality As Europe’s leading tourist destination, we naturally strive for excellence in terms of delivering a quality experience to our visitors…a daily challenge that Disneyland® Paris meets, since survey results show that throughout the Resort, almost 7 out of 10 Guests declare themselves “completely” or “very” satisfied with their experience. 67 67%% 90 90%% 94 94%% of Guests are “completely” or “very”satisfied of Guests want to visit again of Guests would recommend Disneyland Paris to friends “Quality is everyone’s responsability, which requires constantly listening to our Guests’ needs.” Cyril Evrard Senior Manager Consumer Knowledge Total Quality, more than just a department The Quality department at Disneyland Paris opened in 1996. Today, there is a quality oversight organization that coordinates quality actions and best practices across the entire Disneyland Paris site. “Starting from values shared with our Guests, universal standards have been defined, which touch on four main priorities: safety, courtesy, entertainment value, and efficiency,” says Neil Corbett, Vice President Business Insight & Improvement. Our standards are shared with all Cast Members when they join the Company, as we value their commitment to service excellence. Everything counts: a bright smile and warm contact with the public, particularly with children, senior citizens and disabled Guests. Getting to know our Guests In a spirit of continuous improvement, Guest feedback is constantly monitored. Our in-house research department employs 30 analysts and field researchers. They continuously conduct regular and one-off studies and surveys in order to measure the quality of our Guests’ experiences. Studies focus especially on key issues that strongly impact customer satisfaction, such as quality of hotel rooms and breakfast service, food experience, information availability, rides and shows, or just Guest flow management in general. Lights, camera, action! After getting a picture of what our Guests think, we use our findings to create action plans, often accompanied by decision making tools and coaching for management and Cast Members in order to ensure improvements in operations. Incidentally, our quality management does not dictate ready-made solutions; rather, it prefers to encourage Cast Members and managers to develop solutions from the perspective of the front line. Our approach puts our people at the heart of change management. 250,000 250,000 Guests Surveyed Each Year at Disneyland Paris “Our objectives have been to make our call centers evolve with a solution that looks towards the future”, says Julien Munoz, Central Reservations Office (CRO) Director at Disneyland Paris. That means using IP technology and enterprise-wide LAN/WAN networking, which empowers our Guest service agents to answer calls via a new interface on their PCs. “We’re capitalizing on our existing resources, while enhancing the efficiency and security of our infrastructure,” adds Julien. As Europe’s premier tourist destination, our CRO receives 2.2 million calls per year, handled by 350 Guest service agents, each fielding some 60 calls a day. The quality of our Guest interaction, which has to meet Disney’s very strict standards, depends in part on giving our employees the best tools possible. But beyond technology that works optimally, we want to create a relationship of trust and a feeling of closeness with our Guests. For many potential Guests, the call center is in fact their first Disney contact and experience. The broad range of products, distribution channels, and the six official languages spoken all mean that, when routing a call, we take into account the specific skills of each Guest service agent. Sharing our Disney Values p.42 The Magic is in The People p.46 Supporting our Communities p.50 Serious About Preserving the Planet 42 // 2009 ANNUAL REVIEW // Sharing our Disney values Sharing our Disney values // 2009 ANNUAL REVIEW // 43 The Magic is in the People A Diverse and Inclusive Company, we always keep our eyes and ears open to the opinions and well-being of our Cast Members. With over 100 nationalities and 500 job profiles on site, there’s an opportunity for everyone at Disneyland® Paris. Innovative casting, unique environment and a great work experience are the secrets that keep our Cast Members committed to delivering magic to our Guests. 13,400 13,400 1 Cast Members Committed Cast of Diverse Talents A wealth of talent, diversity and opportunity make the Disney experience unique. In fact, diversity in the workplace is at the root of our creativity. Whether in our shows, on our rides, or in the experience that we offer in our Parks and Hotels, we are storytellers. We have so many different sources of talent – not just the 100 nationalities and 19 languages spoken, but also creative engineers, professionals from the tourist trade, the young and the not so young. An Inclusive Company Diversity of our Cast has always been essential to the Disney Difference, given the universal reach of our brand. We have been honored for our vanguard efforts in recognizing individual differences and received the fifth annual Cultural Diversity Trophy from consultancy Management des Ressources Humaines (Human Resources Management) in 2008, in partnership with the French state agency for social cohesion and equal opportunity, ACSE. and ideas for both problem-solving today and building a vision of tomorrow. We want to create an environment of confidence and recognition for these talents that our unique, multicultural organization provides. Diversity is further evident in our strong commitment to gender equality. Already in 2007, we signed a second agreement on diversity with our social partners, following initiatives which began in 2004. The Company also supports its 400 disabled Cast Members through a dedicated team called Mission Handicap. Together with our social partners, we committed to increase the number of those employees by 5% every year. Partnering for Outreach On March 3, 2009, we signed a mentoring program with the Paris-based association Nos Quartiers Ont Des Talents (Our Neighborhoods Have Talent). The goal is to counsel college graduates from underprivileged neighborhoods on how to successfully enter into the professional workforce. 100 100 19 19 Working Together Being diverse across the Company is not enough. Our goal is to leverage this organizational opportunity to create better, more innovative solutions to the challenges we face through the use of more diverse perspectives and insights. We believe that different cultural backgrounds, experiences and points of view bring a dynamic and unique source of inspiration Nationalities Languages Spoken 1 eighted-average number of employees W employed by the Group for fiscal year 2009. As noted in the 2008 Social Audit employees contracted as of December 2008 were 14,500 and weighted-average was 14,000. “Young graduates, out of low-income neighborhoods, have more trouble than most finding work. Above all else, their primary desire is to have an opportunity to showcase their talent and abilities in a challenging role that reflects the educational level and qualifications they have attained.” Yazid Chir, President, Nos Quartiers Ont Des Talents INTERNATIONAL WORKFORCE AND MAGICAL PRODUCT – DISNEY’S CULTURE IS UNIQUE Giving Voice to Diversity Diversity Caravan The first survey of its kind in France (July-November 2008), the Diversity Caravan invited Disneyland® Paris Cast Members to give their opinions freely, gathering 5,000 responses. The findings of that independent poll, managed by consultancy Management des Ressources Humaines (with the support of ACSE, the French state agency for social cohesion and equal opportunity) highlighted employee involvement and their experience with diversity in the workplace. “We want to work in complete transparency with all of our Cast Members, regarding diversity initiatives,” says Company CEO, Philippe Gas. “The statistics, comments and suggestions we received are full of learnings and will enable us to continue to reinforce our commitment to diversity,” he adds. The findings that resulted from our surveys are well above national averages. They show that 86% of Cast Members say that diversity is “strong” or “very strong” at Disneyland Paris. Over 90% say that they have never been the victims of discrimination in the Company, and 80% have never seen such acts. Finally, 63% claim that the process for reporting discrimination has been clearly explained to them. (source: CSA/HALDE/ILO – May 2009). Going Further On March 3, 2009, Philippe signed a national Charte de la diversité en entreprise (Diversity Charter). The document commits businesses to reflect in staffing the diversity of the French population, and to deploy human resources policies, centered on recognition for individual talents. Companies thus foster social solidarity and equality, which is the commitment Disneyland Paris has had to diversity since opening in 1992. It is also a promise to go further: “Diversity and multiculturalism are much more than concepts, or even objectives to achieve,” says Philippe Gas, “they are the real assets necessary to reach our goals and be successful.” 44 // 2009 ANNUAL REVIEW // Sharing our Disney values Sharing our Disney values // 2009 ANNUAL REVIEW // 45 Empowering the cast at all levels of the Company is enabled by delegation. Our intention is to increasingly decentralize the decision making process to increase the sense of responsibility below the Company’s Executive Teams. This will allow front line managers, our experts in the field, those best placed to manage an issue, to make decisions in real time to take action to deliver an improved Guest experience. Philippe Gas, CEO Unique Campaigns Sourcing in Europe Unique Work Experience Giving Everyone a Chance Corporate culture: the sum total of our values Gateways to employment Cast Members strongly identify with the promise of Disney service excellence and top quality entertainment for our Guests. That is why our people think of themselves as “Cast Members” rather than as “employees.” The result is strong ties between individuals, and a strong attachment to the Company. Since 2000, our CastMemberland program, managed by a dedicated team, has put the well-being of Cast Members at the heart of our workplace. It regularly measures employee satisfaction, and offers proximity services, such as dry cleaning, an on-site post office and notary services. There are also special events – like Christmas with the family, or team sports – during which Cast Members can get to know better the people they work with on a daily basis, because a good place to work is one where there is plenty of team spirit. Today, 92% 1 of our Cast Members are permanent hires, a base that has remained stable despite the economic situation. One employee out of five has been with us since opening. Turnover is 20% on average and 12% for employees with more than one year seniority, which is in line with industry standards (source: 2008 Social Audit). A large part of first-year turnover includes employees who take advantage of the experience and training that they receive at Disneyland® Paris, as a stepping stone to the hospitality industry all over Europe. As the largest employer in the area, we have a responsibility to our community, which is also a great resource. Disneyland Paris actively engages in hiring from the local community, including the socially disadvantaged. For example, we are partners with the Seine-et-Marne local council’s Initiatives 77 program, to offer job opportunities to at least 80 young and long-term unemployed people every year. On-the-job training Internships and a dual-education system, which applies to over 3% of our workforce, provides students with a first opportunity for work experience, while we have a chance to discover – and retain – talent. Additionally, we support staff members following a program, called Validation des Acquis de l’Expérience (Validation of Field Experience), which allows French schools to grant degrees partly or totally based on work experience. Finally, mentoring gives experienced Cast Members the opportunity to pass on their know-how to younger employees, while being rewarded by the Company. Employability Through the Disney University, we facilitate every Cast Member’s ability to achieve service excellence, in addition to offering opportunities for career mobility. A training center, accredited by French quality and standards organization AFAQ-AFNOR, the Disney University, provides classroom as well as personal instruction, which gives everyone – with or without prior qualifications – the best chance to succeed in their role. Our training budget is 4.63% of payroll: i.e. nearly €6 million spent in-house, out of a total of €15 million for training overall. A School to Learn the Keys to Service Excellence Developing talent Disneyland Paris receives 98,000 unsolicited job applications every year. People come for our brand and unique promise, but stay for the breadth and scale of operations, which for them translates into a vast array of opportunities for training and hands-on experience. In the particularly difficult context of the recent economic crisis, training our people for new or existing roles has remained a priority. Disneyland Paris looks for only the best, both at home and abroad. In order to enlarge our pool of potential job applicants, we crisscrossed Europe last year to reach out to candidates on their own turf. Our casting teams go to where the talent is with innovative communications that create buzz, draw talent and build a network of future hires. iDTGV In March 2009, Disneyland Paris transformed the iDTGV high-speed train into a casting audition, decorated in the Mickey’s Magical Party umbrella theme. The “red-eye” train is particularly popular with students and young adults returning home for the weekend. Recruiters from Disneyland Paris presented travelers with information on the Company, conducted interviews and established direct contact with potential candidates. Picnic Party Shortly before school let out last June, Disneyland Paris organized a giant “Disney style” picnic on the campus of the Paris International University. The event drew 700 French and foreign students – threeand-a-half times more than expected. That shows both our know-how in throwing a great party, and the enduring and endearing magic of the Disney brand in attracting talent. Facts & Figures about our Teams (source: 2008 Social Audit, 2009 Reference Document) Stable Employer 92 92% Permanent Hires Strong Company Commitment 8.5 8.5 Years Average Seniority Experienced Workforce 36 36 Average Employee Age Recognition of Talents 400 400 Disabled Cast Members Management program Disneyland Paris is an excellent job reference; at the same time, it is also a school of management. We have special training programs for managers, and they have plenty of opportunities immediately to try out in the field what they have learned in class. In fact, 70% of managers at Disneyland Paris have been promoted internally. Committed to Gender Equality 48 48% 52 52% Women vs. Men 1 Employees, as of September 30, 2009. 46 // 2009 ANNUAL REVIEW // Sharing our Disney values Supporting our Communities Our Community Relations draw strength from the same foundations as our business success - a base of Disney traditions and a vast array of talents in entertainment and creating memorable moments. 1991. Our community relations department dates back to one year before the Park opened. Putting Children First Right from the start, children have been at the heart of our corporate voluntarism. Through the universal reach of our storytelling and the emotional connections made possible by the Disney Difference in entertainment, the emphasis has always been, and always will be, on offering children and their families memorable moments in our Parks. In the words of Walt Disney, “All our dreams can come true, if we have the courage to pursue them.” Thanks to a dedicated community relations department that was created in 1991, and a passionate team of Disney VoluntEARS, our Company is the partner of choice for local recreation centers, regional initiatives and European charities, brightening the lives of children every day. Disney Gives Sense to Service Leveraging Disney Traditions for a Cause The year’s resort celebration, Mickey’s Magical Party, provided a chance to leverage our Disney culture of tradition and great entertainment to benefit long-time charity partner Rêves (Dreams). Rêves, which celebrated its 15th anniversary in 2009, has partnered with the Disney Wish program for as long as the charity has existed. When a child with a life-threatening illness lives a seemingly impossible dream, that child gains new hope for the future. The experience puts new spring in his or her step. Our charity partners tell us that a dream is in fact a giant leap towards short- and longterm healing. Fulfilling the dreams of children with special medical needs is a gift that any Disney Cast Member can be proud to give. Last June 22, as part of the “My Mickey Ears” fundraiser, an impressive group of celebrities customized Mickey Ears. Vanessa Paradis, Zinedine Zidane, Phil Collins and Tony Parker were among the 116 stars from six European countries who donated their time and creativity to imagining fun variations on Disney’s iconic mouse-ear caps… which were then auctioned in different countries by charities, such as Rêves in France, to help finance activities that brighten the lives of children in need. At Disneyland® Paris, service is central to the business and unsurprisingly to our community as well. The end result is magical, because the Disney formula for service has always remained focused on people and their dreams. Common sense? Yes, but it is also a way to build solid relationships and win-win partnerships. Through employer-backed volunteering, we lend our skills and support to dozens of charitable organizations. In practice, that means Disney Cast Members, who are motivated by traditions of extending a warm welcome and of making people feel at home, mobilize the force of their talent and diversity to lend a helping hand, especially to children in need. Working Hand-in-Hand with Charities We give Cast Members opportunities to be of service to the communities in which they work and live - first of all, by inviting children to the Parks in order to share dreams and unforgettable moments with their families. For instance, the Disney Wish program (launched in 1992) now works with over 40 charities in Europe to fulfill dreams. Rêves is just one of such charities that make dreams come true for children who are confronting life-threatening illnesses. In some cases, those children simply say that they wish to “spend a great day at Disneyland Paris, just like ‘normal’ families.” In December 2008, the Disney Wish program teamed up with French charity Petits Princes (Little Princes) to offer 9-year-old Célia a princess experience. She could not say thank you enough for making her dream come true. She loved being dressed up, made up and treated like a princess. That evening when she went to sleep, chances were that her head was filled with dreams of elegant gowns, pretty jewelry, and the thrill of someday perhaps meeting a real Prince Charming. Magic! If children cannot come to us, Cast Members and favorite Disney characters go to them, visiting local hospitals, fairs and recreation centers, where they spread Disney magic and wonder through special meet-and-greet parties, make-up sessions and balloon-sculpting workshops. Those cheerful workshops are often a welcome break for hospitalized children, and often put a new twinkle in the eyes of the adults around them. For caregivers, the workshops are a “shot in the arm” of optimism, a chance to smile and to hope for a better day. 8,000 8,000 wishes Since 1992, our Company has, on average, granted more than one wish a day “Disney may be known for its Mickey Mouse ears, but in my experience, it is their hearts that make them great, as a business and as a charity partner.” Josiane Gonnot President of the charity, Rêves 48 // 2009 ANNUAL REVIEW // Sharing our Disney values 800 800 Sharing our Disney values // 2009 ANNUAL REVIEW // 49 Disney’s Strength: Local Presence visits Cast Members take characters on heart-warming hospital visits. 40 40 Our Company works with a growing number of charities in Europe. Through local initiatives and partnerships, our Company committed to giving back to the community and to those who need it the most. Starlight Children’s Foundation Last July, we celebrated the fourth anniversary of our strategic alliance with the local council of Seine-et-Marne. Central to that partnership is social action. We are in several programs that foster employability through training and mentoring of unemployed community members - a powerful boost in times of economic turmoil. As part of the Passerelles pour l’emploi (Gateways to Employment) program led by local non-profit association Initiatives 77, our Company trained 240 job seekers, with 69% of them successfully finding a job after completing the program. In the Cap Parrainage (Headed for Mentoring) program, Disneyland® Paris executives and managers mentored young job seekers to help them prepare for job interviews and build their professional networks. In addition, our Company invited hundreds of Guests to Solidarity Days, with children from partner charities, community organizations and local recreation centers coming to share a magical day at Disneyland Paris. Through the enthusiasm of our young Guests, and also by sharing Disney magic with them and their families, we sowed the seeds of long-lasting ties with local communities. Our Company provides opportunities for its Cast Members to participate in outreach activities through its Disney VoluntEARS program. Disney VoluntEARS are current or past employees - or family members or friends of employees - who wish to donate their time, talent and enthusiasm to their communities. The program has more than 800 participants, many of whom say that volunteering is a favorite job perk. For 10 hours volunteered, Disney VoluntEARS receive €100 to donate to the charity of their choice. As Disney Ambassador of the Magic Kingdom in Europe, Julien Lothier is no stranger to fairytale princes and princesses. Still, Julien was thrilled to be invited by a real-life member of a royal family, Princess Alexandra, to represent our Company and its various talents in United Kingdom during a visit to Buckingham Palace in London. Julien joined charity partner Starlight Children’s Foundation and its honorary patron, Princess Alexandra, in a special send-off ceremony last June for four children who were going to live the fulfillment of their wishes at Disneyland Paris during a magical weekend in the Parks. The event was organized in conjunction with the Disney Wish program, and further underscored our commitment to offering magical memories to children who are confronted with serious medical conditions, as well as to their families. Fête le Mur (Tennis against social exclusion) Only days before the French Open at Roland Garros, Mickey Mouse invited 200 children to watch an exciting match with French tennis celebrity Gaël Monfils. The tennis showdown combined entertainment and community commitment as only Disney can do. Disney fun regularly extends beyond the gates of Disneyland Paris. Last year, we organized forest clean-up events and video screenings in local towns to raise awareness about acting ecologicallyfriendly and to show the importance of the environment for quality of life. Last July, our Company launched Disney’s Reading Together program, which is a local adaptation of a worldwide Disney initiative, aimed at encouraging children to read with family and friends. In line with our tradition of storytelling, the program reflected our belief that reading with parents, caregivers and friends provides children an engaging opportunity to connect with their creativity and imagination. The first reading workshop took place at the Tournesol Recreation Center, located in the neighboring village of Chessy. Reading workshops continue to take place within our local community, reaffirming the difference we can make in daily life. The May event took place on a tennis court temporarily set up on Main Street U.S.A.® in the Disneyland® Park. Fête le Mur young player Yassine was chosen to help Mickey beat the seeded tennis star, before joining the rest of the charity’s players for a visit of the Park. Fête le Mur supports tennis enthusiasts from lowincome neighborhoods by offering them coaching, mentoring and opportunities to practice their game. Opération Pièces Jaunes (Operation Small Change) At the heart of an annual fundraising drive in France, patroned by former First Lady of France Bernadette Chirac, the idea is to collect coins and give them to French public hospitals. The 20th Anniversary of Opération Pièces Jaunes was a chance for our Company to provide community support with a distinctly festive flair. We organized a photo contest, with children sending their party photos, for a chance to win a day-trip to Disneyland Paris. The contest was publicized on 7 million small-change collection boxes in post offices and businesses, in support of the hospital fundraiser. Contest winners from 21 different French regions spent a day at Disneyland Paris before visiting a Paris hospital. 50 // 2009 ANNUAL REVIEW // Sharing our Disney values Serious About Preserving the Planet Renewing our enduring commitment Disneyland® Paris is strengthening its promise to reduce its environmental impact. It also encourages its Cast Members, Guests and business partners to adopt environmentallyresponsible behavior. Celebrating Earth Day - Every year, in partnership with local businesses, our celebration of Earth Day is one big way we raise awareness of environmental responsibility among our 13,400 Cast Members. Initiatives like the one at Disneyland Paris are fundamental to the future of our planet. Maud Fontenoy, UNESCO Spokesperson for the Oceans, Vice President of the Conservatoire National du Littoral in France (national coasts preservation committee) Making a Difference On April 27, 2009, Disneyland® Paris celebrated its own Earth Day with an interactive exhibit intended to raise awareness among Cast Members about responsible environmental behavior. Booths, workshops and video-screenings combined fun and hands-on participation with educational themes on the environment. There were suggestions of dozens of simple things, which everyone can do daily to reduce our impact on the environment. That included recycling packaging, saving energy and water, protecting biodiversity, learning to act “ecologically” and promoting more environmentally-friendly transportation. Management Commitment Company CEO Philippe Gas is clear about the commitment at Disneyland Paris when it comes to the environment. Motivation among our Cast Members is at the top of his list of key success factors: “Each of us has to do his or her own part to demonstrate eco-responsibility at every level of the Company.” Our Green Standard program, launched last year, coupled with internal festivities on Earth Day, are strong contributions to employee awareness and motivation. Guest Speaker Maud Fontenoy Maud is modest about her heroic achievements: rowing across the Atlantic, and then the Pacific, and sailing around the world, against the current! She has seen the extent of pollution in the world’s oceans, and has become an ambassador for environmental protection. Maud – herself a former Disneyland Paris Cast Member – made a strong impression when speaking at our internal Earth Day and underlined “It is important to work with companies that make commitments like those at Disneyland Paris, where groundbreaking projects involve everyone.” After touring different booths, Maud waxed enthusiastic about the whole exhibit and acknowledged its message as “fundamental to the future of our planet, making this a better world that we can pass on to our children.” The Green Home of the Future What can each of us do at home, every day, for the environment? During our internal Earth Day, the environment team at Disneyland Paris set up a mock house in which each room showcased sustainable practices or products. The things to do are simple, but when you add them all up, they make a real difference. It was a chance for everyone to discover the best ways today to save on heating, water, electricity, and even how to produce more energy than we use. We have all heard of low-energy light bulbs, however, we also learned that there are different kinds of solar panels, and even that wind power can be installed in the garden! Working with Local Partners Many companies in the region, that are involved in sustainable development, were invited to contribute to our internal Earth Day by displaying their technologies and products. That way, everyone could visit, for example, a booth in the gardening section of the fair that had a demonstration on how to compost. Also present were institutional partners, such as the Seine-et-Marne local council, the Seine-et-Marne nonprofit association for environmental action, Maison de l’Environnement (House of Environment), and its Info-Energy consultant, who fielded questions from Cast Members about renewable energies at home. Earth Month Timon & Pumbaa VideoScreening Because we believe every day should be Earth Day, last April, the Company decided to devote an entire month to this initiative. Children from local schools saw a special screening of Safety Smart Goes Green, a Disney animated short feature, adapted to the French market. Timon and Pumbaa, two beloved characters from Disney’s animated feature film, The Lion King, taught children the three “Rs” of environmentallyresponsible behavior: Reduce, Reuse and Recycle. Forest Clean-up Campaign Kicks off Earth Initiative As part of our Earth Month celebration, Safety Smart Goes Green was also screened at the city hall of the town Gouvernes, in France. This is one of the ways we provided assistance as part of a long-standing commitment to support local initiatives. Attending were the town’s mayor, other elected officials, local organizations, residents and children, who later participated in a day of picking up litter in forests and other nature areas, along with a group of Disney VoluntEARS. 1,300,000 1,300,000 km Distance traveled by carpooling Cast Members in 2009 15 15 % Disneyland Paris electricity bought from renewable sources including hydroelectricity and wind power 45 45% Ordinary waste recycled; the rest incinerated within a heat recovery system 52 // 2009 ANNUAL REVIEW // Sharing our Disney values Sharing our Disney values // 2009 ANNUAL REVIEW // 53 Ambitious Environmental Policy Ever since Walt Disney committed, more than 60 years ago, to conserve natural resources, Disney has sought to be a good steward of the environment. As a member of the worldwide Disney family, Disneyland® Paris carries on Walt’s legacy of environmental responsibility. Act Reduce and Recycle Waste Our long-term goal is to send zero waste to landfills. Looking out to 2013, we are moving towards reducing the volume of incinerated waste by 15%, implementing recycling everywhere on site, meaning “backstage” and “on stage,” and increasing our purchasing of products that use recycled materials. Disneyland Paris collects and processes 25 different kinds of waste, sorted into two broad categories: non-hazardous industrial waste (99%) and hazardous industrial waste (1%). Today, the incineration of a portion of that waste enables the heating of buildings and homes in the neighboring town of Saint-Thibault-des-Vignes. However, our intent is to decrease the volumes incinerated waste and increase recycling on site. Through 2013, we will work to reach that goal in a program that we call “Educate & Inspire” an effort to increase our collective environmental responsibility. We are also set to substitute more and more products with those made from recycled materials. 8,964 8,964 19,739 19,739 2009 metric tons of ordinary waste recycled metric tons of total waste collected In the Walt Disney Studios® Park, we have tested recycle bins since July 2008. Last summer, 20 recycle bins were installed with more coming soon. We already expect to collect 10 metric tons of sorted waste, before site-wide installation of bins in 2010. Additionally, we now provide shopping bags made from 80 percent-recycled plastic and which carry the Blue Angel eco-label. Save Energy, Encourage Development of Renewable Energy Sources Act, Influence and Inspire Our philosophy is to take action in reducing our environmental impact while influencing Cast Members and business partners to adopt environmentally-responsible behavior. We also inspire Guests to do the same. Disneyland® Paris targets four key environmental performance objectives: minimize waste, save energy, conserve water and reduce direct GreenHouse Gas (GHG) emissions. Quantified targets keep us on track to start minimizing our overall environmental impact. A dedicated team monitors daily electricity, natural gas and water consumption. Their analysis ensures that corrective measures, when necessary, are put in place as quickly as possible. Our long-term goal is to reduce our indirect GHG emissions from electricity consumption. Looking out to 2013, our goal is to reduce electricity consumption by 10%, compared with 2006 levels*. At the same time, we continue to increase the share of renewable energy (i.e. wind power and hydroelectricity from French energy provider EDF) in our electricity purchases. Achieving this target depends on a combination of operational efforts and behavioral changes. We have already rolled out energy saving measures that optimize energy consumption without impacting the quality of the experience delivered to our Guests. We got the ball rolling by starting to switch to low-consumption light bulbs, installing motion detectors on escalators and moving sidewalks, automatically switching off street lights when no one is present, turning down thermostats, and more. For instance, Disney’s Davy Crockett Ranch® is adding 139 new bungalows that have motion detectors to control lighting automatically. New bungalows also have water-conserving showers instead of bathtubs. Bungalows further feature environmentally-friendly tin roofs, picture windows to let in natural light and energy retaining insulation (e.g., double-glazing). * 2006: 190,482 MWh of electricity used In 2006, we committed to purchase 15% of our electricity from renewable energy sources. That translated into an indirect emissions reduction of 1,500 metric tons-equivalent of CO2 in 2007 alone (equal to the energy consumption of 400 average homes). 2009 197,802 197,802 MWh of electricity 110,366 110,366 MWh of natural gas 54 // 2009 ANNUAL REVIEW // Sharing our Disney values Sharing our Disney values // 2009 ANNUAL REVIEW // 55 Influence Conserve Water Our long-term goal is to minimize our water use. That mainly means pursuing efficient use, and studying solutions to treat and recycle water. Water plays a major role in the experience and magic of Disneyland® Paris. As a natural resource, it is a central focus of our environmental efforts. Our energy management system helps maintenance teams to control water consumption. Since 2004, we have reduced our perGuest water consumption by 20%, due to our on-site water management system. Today, we are looking for more savings through greater efficiency. 2009 2,010 2,010 thousands of m3 of potable water Green Standard, a Worldwide Disney Initiative We have been studying the benefits of having our own water treatment plant on site, which would not only help save water, but also recycle 80% of treated non-drinking water (e.g., used in cleaning the Parks, plus water in Park streams and used to irrigate trees and plants). Those efforts are in addition to our use of “natural” treatment methods, for instance the live fish that keep our lake clean. Earth Day participants have but one goal: environnemental excellence. In an effort to be the change that we want to see in the world, we launched our Green Standard in 2008, a global Disney program that raises awareness and empowers Cast Members to reduce their operational impact on the environment. Through specific communications, all Cast Members are encouraged to adopt the Green Standard, meaning environmentallyresponsible work habits at all times, including in meetings and at events, during travel, and even while dining. Finally, key performance indicators allow us to track improvement. Nicole Ouimet, Environment Manager We have established methods to save energy, and sort waste at the source. All of our Cast Members try and follow our Green Standard, and results are encouraging. Reduce Direct GHG Emissions Our long-term goal is to achieve zero net direct GHG emissions from using fossil fuels. Meanwhile, by 2012, we want to achieve a 50% reduction through efficiency and offsets. Our GHG emissions include stationary and mobile sources, as well as refrigerating fluids. At Disneyland Paris, activities that produce emissions include transportation used by Cast Members and fuel consumption by our vehicle fleet. Natural gas is used to heat and operate certain rides and attractions, while refrigerating fluids are used to cool installations and buildings. Disneyland Paris already monitors its purchase of vehicle fuels, energy used in buildings, and refrigerants – all sources of direct GHG emissions. In the Walt Disney Studios® Park, the Studio Tram Tour ® uses a natural gas vehicle to take Guests around the Park. Furthermore, we are looking at other opportunities to reduce emissions, such as using hybrid motors in different attractions. Paul Chatelot, Environment Director In a follow-up phase, the Company is studying a commuter plan that targets, over the next 5 years, to reduce the use of individual cars, in line with the French Agreements on the environment, and to optimize business travel. Today, 28% of Cast Members use public transportation every day, which we encourage by paying 65% of the cost of their public transportation passes. Additionally, we have committed to continue expanding our carpooling program, launched in 1997. Our overall objective by 2012 is a 30% reduction in CO2-equivalent quantities, related to business travel emissions, and a 10% reduction, related to commuter travel emissions, both compared with 2008 levels. Cast Members as Change Agents The Green Standard has boosted the commitment of Cast Members. As the largest single-site employer in the Paris region, Disneyland Paris is showing that when it comes to caring about the environment, every little effort does make a big difference. One Year Later, Results Tell the Story 60 60% Fewer water bottles, thanks to 335 water fountains around the Resort 1,438 1,438 Metric tons of cardboard recycled, with cardboard compactors Resort-wide 88% Less office paper, with 70% of paper certified 100%recycled 56 // 2009 ANNUAL REVIEW // corporate governance corporate governance // 2009 ANNUAL REVIEW // 57 Corporate Governance Euro Disney S.C.A., the holding company of the Group and Euro Disney Associés S.C.A. with EDL Hôtels S.C.A., the two operating companies of Disneyland® Paris, are all French société en commandite par actions. Under French law, in the structure of a société en commandite par actions the Gérant and the Supervisory Board both have distinct roles. The two other components of the legal structure of a société en commandite par actions are the general partners and the limited partners. The Management Company (“Gérant”) The role of the Gérant of a société en commandite par actions is to manage the Company in the Company’s best interests. For further information on the Gérant and the members of the Management Committee, please see the Group’s 2009 Reference Document, available online at http://corporate.disneylandparis.com. The Supervisory Board The role of the Supervisory Board is to monitor the management of the Company in the best interests of the shareholders and to oversee the quality of the information communicated to them. For further information on the Supervisory Board, please see the Group’s 2009 Reference Document. The Euro Disney S.C.A. Supervisory Board Members’ Charter sets out the fundamental obligations to which the members of the Board must abide. Two Committees have been created within the Supervisory Board of Euro Disney S.C.A.: • A Financial Accounts Committee (Audit Committee), created in 1997, is composed of three members of the Supervisory Board, namely Mrs. Valérie Bernis, Mr. Philippe Geslin and Mr. Anthony Martin Robinson. Its role is to review, on behalf of the Supervisory Board, in particular the Company’s financial information, internal control procedures and internal and external audit functions. • A Nominations Committee, created in 2002, is composed of two members of the Supervisory Board, namely, Mr. Philippe Labro and Mr. Thomas O. Staggs. Its role is to assist the Supervisory Board in the search and selection of new members of the Board and in particular to review any unsolicited applications. The general partners The general partners have unlimited liability for all the debts and liabilities of the Company. For disclosure of the general partners and the operating companies of Disneyland® Paris, please see the 2009 Reference Documents. Antoine Jeancourt-Galignani Valérie Bernis Gérard Bouché Michel Corbière Philippe Geslin Philippe Labro James A. Rasulo Anthony Martin Robinson The limited partners The limited partners are the shareholders. Their rights are represented by shares which are identical to the shares of a company that is structured as a French société anonyme. The shareholders are convened to general meetings of shareholders and deliberate in accordance with applicable laws and regulations. Corporate Governance For disclosure of the Group’s corporate governance policies and procedures and the compensation of the Gérant, of the Members of the Management Committee and of the members of the Supervisory Board, please see the Group’s 2009 Reference Document, available online at http://corporate. disneylandparis.com Thomas O. Staggs The members of the Supervisory Board are also members of Euro Disney Associés S.C.A.’s Supervisory Board. The Supervisory Board Antoine Jeancourt-Galignani He was elected to the Supervisory Board in February 1989. He was appointed Chairman in September 1995. He is member of the board of directors of Gecina, Total and Kaufman & Broad S.A. Valérie Bernis She was elected to the Supervisory Board in 2008. She is also member of the Financial Accounts Committee. She is a member of the Executive Committee of GDF SUEZ, were she is in charge of Communications. Gérard Bouché He was elected to the Supervisory Board in February 2007. He is the owner and operator of the E. Leclerc Shopping Center of Coulommiers and the golf course of Boutigny (Seine-et-Marne-France). He is also Chairman & Chief Executive Officer of Bouché Distribution S.A.S., a French corporation. Michel Corbière He was elected to the Supervisory Board in February 2006. He is the founder of the group Forest Hill, which specializes in sports and leisure activities as well as in the hotel industry. He is also the founder of the French company Aquaboulevard de Paris. Philippe Geslin He was elected to the Supervisory Board in February 2007. He has also been the Chairman of the Financial Accounts Committee since June 2007. He holds various corporate positions and board memberships in financial institutions and major companies (Calyon, Crédit Foncier de Monaco, Union Financière de France-Banque and Gecina). Philippe Labro He was elected as a member of the Supervisory Board in March 1996 and has been a member of the Nomination Committee since November 2002. He was Vice President and General Manager of the RTL France Radio. He is the Project Director, Design and Operations of Labrocom S.A.R.L. and Vice President of Direct 8 as of September 2009. James A. Rasulo He was elected as a member of the Supervisory Board in May 2003. He was Chairman of Walt Disney Parks & Resorts for TWDC until December 2009 and is currently Chief Financial Officer of TWDC. Anthony Martin Robinson He was elected as a member of the Supervisory Board in December 2004. He has also been a member of the Financial Accounts Committee since April 2005. He is Executive Chairman of Center Parcs (UK) Plc, as of September 2009. Thomas O. Staggs He was elected as a member of the Supervisory Board in March 2002 and has been a member of the Nominations Committee since November 2002. He was Chief Financial Officer of TWDC until December 2009 and is currently Chairman of Walt Disney Parks & Resorts for TWDC. 58 // 2009 ANNUAL REVIEW // group structure Group structure // 2009 ANNUAL REVIEW // 59 Group Structure Holding Company EDL Hôtels S.C.A. Euro Disney S.C.A. Euro Disney S.C.A. is the holding company of the Group and is listed on Euronext Paris. Its main asset is its investment in 82% of the share capital of its subsidiary, Euro Disney Associés S.C.A. (“EDA”). The general partner of Euro Disney S.C.A. is EDL Participations S.A.S., an indirect subsidiary of The Walt Disney Company (“TWDC”) and the gérant of Euro Disney S.C.A. is Euro Disney S.A.S., which is also an indirect subsidiary of TWDC. Mr Philippe Gas is the Chief Executive Officer of Euro Disney S.A.S. Operating Companies Euro Disney Associés S.C.A. (“EDA”) EDA operates the Disneyland Park and the Walt Disney Studios® Park, the Disneyland ® Hotel, the Disney’s Davy Crockett Ranch® and the Golf Disneyland® and manages the real estate segment of the Group. Euro Disney S.C.A. holds 82% of EDA’s share capital. The remaining 18% of EDA’s share capital is held by two indirect subsidiaries of TWDC: EDL Corporation S.A.S. and Euro Disney Investments S.A.S. The general partners of Euro Disney Associés S.C.A. are Euro Disney Commandité S.A.S., a French wholly-owned subsidiary of Euro Disney S.C.A., EDL Corporation S.A.S. and Euro Disney Investments S.A.S., both of which are French wholly owned subsidiaries of TWDC. The gérant is Euro Disney S.A.S. EDL Hôtels S.C.A., a wholly-owned company of EDA, operates all of the Disney ® Hotels (except the Disneyland Hotel and the Disney’s Davy Crockett Ranch), and Disney® Village. The General Partner of EDL Hôtels S.C.A. is EDL Hôtels Participations S.A.S., a French société par actions simplifiée and a whollyowned subsidiary of EDA. The gérant of EDL Hôtels S.C.A. is Euro Disney S.A.S. Financing Companies Effective 1 October 2003 (first day of fiscal year 2004), the Financing Companies described below were included in the consolidated reporting group (for further information, please see the Group’s 2009 Reference Document). ® Phase IA Financing Company The Phase IA Financing Company, Euro Disneyland S.N.C., a French société en nom collectif, owns the Disneyland Park and leases it to EDA. The partners of the Phase IA Financing Company are various banks, financial institutions and companies holding an aggregate participation of 83%, and Euro Disneyland Participations S.A.S., a French société par actions simplifiée and an indirect wholly-owned subsidiary of TWDC, holding a participation of 17%. The Group has no ownership interest in the Phase IA Financing Company. The Phase IA Financing Company is managed by a management company, Société de Gérance d’Euro Disneyland S.A.S., an indirect wholly-owned subsidiary of TWDC. Phase IB Financing Companies The Phase IB Financing Companies are incorporated as French sociétés en nom collectif, and are governed by the same principles as the Phase IA Financing Company. Each of these companies (i) rents the land on which the related hotel or Disney Village, as the case may be, is located, from EDL Hôtels S.C.A., (ii) owns the related hotel or Disney Village, as the case may be, and (iii) leases the related hotel or Disney Village, to EDL Hôtels S.C.A. The partners of the Phase IB Financing Companies are various banks, financial institutions or other, that are creditors of the Phase IB Financing Companies. The Group does not own any participation in these Companies. The management company of each of the Phase IB Financing Companies is EDL Services S.A.S., a French société par actions simplifiée and a wholly-owned subsidiary of EDA. EDL Participations S.A.S. 100% 100% 100% T W D C 100% EDL Holding Company LLC 100% 100% Sole General Partner 39.8% Euro Disney S.A.S. Euro Disney Investments S.A.S. Centre de Congrès Newport S.A.S. Centre de Congrès Newport S.A.S., a French société par actions simplifiée and indirect wholly-owned subsidiary of TWDC, entered into a ground lease with EDL Hôtels S.C.A. pursuant to which it financed and acquired the Newport Bay Club® Convention Center and, since completion, leases it back to EDL Hôtels S.C.A. with an option to repurchase such assets. Public shareholders* EDL Corporation S.A.S. Euro Disneyland Participations S.A.S 60.2% Euro Disney S.C.A. 100% Euro Disney Commandité S.A.S. 82% Phase IA other partners 83% Euro Disney Associés S.C.A. Lease contract (Disneyland Park) Euro Disneyland S.N.C. Owns Disneyland Park 9% Shareholders and General Partners 9% 17% 99.99% EDL Hôtels S.C.A. EDL Services S.A.S. 100% Phase IB partner 100% Lease contract of Phase IB facilities Phase IB financing compagnies own the phase IB facilities EURO DISNEY CONSOLIDATED GROUP OPERATES Disneyland® Park Walt Disney Studios® Park Disneyland® Hotel Disney’s Hotel New York® Disney’s Sequoia Lodge® Disney’s Newport Bay Club® Disney’s Hotel Cheyenne® Disney’s Hotel Santa Fe® Disney’s Davy Crockett Ranch® Newport Bay Club Convention Center Disney® Village Golf Disneyland® Legend: Ownership/ Shareholders General Partner Gérant *Including Kingdom 5-KR-134 Ltd (Prince Alwaleed), 10.0% 60 // 2009 ANNUAL REVIEW // euro disney S.c.a. and its share euro disney S.c.a. and its share // 2009 ANNUAL REVIEW // 61 Euro Disney S.C.A. and its Share Shareholding Structure Share Price Evolution 7,00 Volume SBF 250 Rebased EDL Share Price 6,50 6,00 5,50 The Euro Disney S.C.A. Investor Relations team represents the primary contact for the broader financial community. 50.2% 39.8% 5,00 4,50 10.0% 4,00 3,50 Investor Relations is part of the Finance team and reports directly to the Chief Financial Officer. The team partners with Corporate Communications to develop and prepare the financial communication regarding the Group including all Earnings Releases, the Annual Report, the Annual Shareholder’s Meeting, the Shareholder’s Club Newsletter as well as managing the IR section of the corporate website. Forums and Events The Investor Relations mission is to proactively provide timely and insightful financial news flow to external stakeholders. In 2009, the IR team participated in various mid cap forums to increase its presence in the financial community interacting with existing and new investors both in France and abroad. Analysts and institutional investors were invited for site visits during the year to hear about the latest Resort developments and news, allowing them to experience the magic of Disney first hand. Participation in sector and mid cap forums as well as investor site visits will continue to be a priority in 2010, as they represent the best opportunity to interact with potential investors and showcase the Resort. In parallel, the IR team will continue to proactively communicate with analysts and investors regarding the Group’s news flow and financial performance. Relations with Individual Shareholders The Shareholders Club team is the primary contact with the Company’s individual shareholders. They are available to answer any shareholder question including providing timely information on the Group’s financial performance, strategies, share price evolution and market related information an investor may need. The Shareholders Club team is also available to help individual shareholders better understand the Group’s legal structure, as needed. Throughout the year the Shareholders Club team keeps the Club members current on the Group’s activities by providing news flow and information on our financial results and other major events at Disneyland Paris including the Annual Shareholder’s meeting. The Shareholders Club Newsletter, developed by the Shareholders Club team, was sent by mail to the Club members twice in fiscal year 2009. The newsletter provides the latest financial information and current news on Disneyland® Paris as well as a page especially dedicated to the Club. To provide additional interaction between the individual shareholders and the Company’s Management, two round tables were organized in fiscal year 2009. These meetings provided an opportunity for members of the Shareholders Club, gathered in small groups, to exchange their ideas and comments with the senior * Via its wholly-owned subdsidiary, EDL Holding Company. ** V ia Kingdom 5-KR-134 Ltd, a company whose share capital is held by trusts for the benefit of HRH Prince Alwaleed and his family. Euronext Paris management of Euro Disney S.C.A. These informal discussions have been organized again in fiscal year 2010. Also starting in fiscal year 2010, a new eco-friendly e-newsletter will be sent regularly to the members of the Shareholders Club replacing the previous printed paper version. Euro Disney S.C.A. Online Today, the financial community and individual shareholders can find a wide array of financial information on the Group by visiting the website of Euro Disney S.C.A. They will find all the financial information published by the Company, the market price of the Euro Disney S.C.A. share, information on corporate governance, the Shareholders Club newsletters as well as other news published about the Company. The members of the Shareholders Club also have access to their own new Shareholders space on line. They may register on line, and for several months now, they have been also able to renew their membership, register for Club events and update their personal data as needed. 38,976,490 38,976,490 3,00 2,50 2,00 1/ 10 / 15 08 /1 0/ 29 08 /1 0/ 12 08 /1 1/ 26 08 /1 1/ 10 08 /1 2/ 24 08 /1 2/ 12 08 /0 1/ 26 09 /0 1/ 0 9/ 9 02 / 23 09 /0 2/ 0 9/ 9 03 / 23 09 /0 3/ 0 6/ 9 04 / 22 09 /0 4/ 0 7/ 9 05 / 21 09 /0 5/ 0 4/ 9 06 / 18 09 /0 6/ 0 2/ 9 07 /0 16 9 /0 7/ 30 09 /0 7/ 13 09 /0 8/ 27 09 /0 8/ 10 09 /0 9/ 24 09 /0 9/ 09 The Group works directly with financial analysts who both cover the Company as well as those who are developing research as part of an investment decision making process. The Investor Relations team also works directly with both retail and institutional investors to respond to any questions they might have about the Group, its financial performance or current events, including hosting on-site events and conferences for analysts and potential institutional investors. 39.8% The Walt Disney Company* 10.0% Prince Alwaleed** 50.2% Other shareholders Share price comments Euro Disney S.C.A. implemented a 100 to 1 consolidation of shares on December 3, 2007. The Company’s consolidated shares are traded on Euronext Paris under the tag “EDL”. Shares not exchanged for consolidation were listed on Eurolist under EDLNR until June 3, 2008. shares (nominal value:1€ per share) Eurolist Segment: B (Mid Caps) Market Indexes: CAC Mid & Small 190 & SBF 250 Mnemonic: EDL ISIN Code: FR0010540740 After the two-year consolidation period (i.e. December 3, 2009), consolidated shares that remain unclaimed were sold on Euronext and the net proceeds of the sale remain at the shareholder’s disposal for a period of 10 years in an escrow account opened in the name of the Company. Contacts Investor Relations Tel: +33 (0)1 64 74 58 55 Fax: +33 (0)1 64 74 56 36 Shareholders Relations From 9:00 a.m. to 5:00 p.m. (local time) From Monday to Friday: - By telephone: 00 800 64 74 56 30* - By e-mail: [email protected] - By fax: +33 (0)1 64 74 56 36 (*) Free number from a ground line and national operators from France, Germany, the United Kingdom, Belgium, the Netherlands, Spain and Italy. From other countries, call: + 33 (0)1 64 74 56 30 (local rate). Ratatouille, Monsters, Inc., Toy Story © Disney•Pixar © Disney, Euro Disney S.C.A. Société en commandite par actions, with a registered capital of 38,976,490 euros • 334.173.887 RCS Meaux – B.P. 100 – 77777 Marne-la-Vallée Cedex 4 – France. Conception and production: SEITOSEI • Photos credits: © Disney/Pixar Thank You to our Partners: © Disney•Pixar Slinky®Dog is a registered trademark of Poof-Slinky, Inc. All rights reserved. Hot Wheels® is a registered trademark of Mattel, Inc. Hot Wheels® Trademark and Track Used With Permission © 2009 Mattel, Inc. All Rights Reserved. http://corporate.disneylandparis.com