Everyone who enters our buildings is a guest. This is how our Workplace Team creates great experiences — inspired by Disney's SCSE principles.
At the centre: the Guest and the Workplace Team (FM Team). The four SCSE pillars orbit this core, surrounded by the IFM services that make it real.
👇 Click the four pillars in priority order: S → C → S → E
Four keys in strict priority. Click to expand each one.
"I practise safe behaviours in everything I do." — The non-negotiable foundation.
"I exceed Guest expectations." — Every interaction personal and magical.
"My area and I are always show-ready." — Backstage stays backstage.
"I perform efficiently so Guests get the most out of their visit."
SCSE across People, Place, and Process.
Trained first aiders. Verbal exit briefings. Contractor induction every visit.
Hazards cleared. Accessible entrances checked. Visitor routes assessed.
Safety-first decisions. Near-misses logged. Walkthroughs rotate monthly.
10m/5m/1m rule. Learn names. Escort visitors, never point.
Rooms ready — water, AV. Passes prepared. Welcoming reception.
Closed-loop updates. Monthly meetings on experience, not just numbers.
Clean uniform, visible ID. Walk before arrival. Fix the small things.
No clutter, no flicker. Toilets checked. Temperature right.
Daily show checklist. Monthly front-door walk as a visitor.
One-scan fault reporting. Pre-briefed contractors.
Rooms ready. Predictive maintenance. Parking pre-reserved.
Pulse surveys. Results shared. Improvements by Workplace Team.
Same principles, different stage.
Stop-work authority. Safety overrides all. Protocols rehearsed.
Halt unsafe work. Morning walks. Near-misses logged. Inductions every visit.
10-5 Rule. Guest's name. Replace ice cream. Guest's eyes.
10m/5m/1m. Learn names. Escort. Close loops. Experience meetings.
Backstage backstage. Trash <30s. Costumes. Total illusion.
Uniform, ID. Walk before arrival. Daily checklist. Front-door walk.
Queues engineered. Accurate waits. Tech supports humans.
One-scan reporting. Pre-briefed contractors. Predictive maintenance.
Real FM scenarios. Apply SCSE thinking. Which key takes priority?
Walk your area before anyone arrives. Check fire exits clear, no trip hazards, wet floor signs where needed. Log anything you find.
Crooked sign? Dead plant? Flickering light? Empty soap? Fix it or log it immediately. The building should look effortless.
10m eye contact, 5m smile and greet, 1m offer help. Use names you've learned. Escort visitors, don't point.
When you fix something someone reported, tell them it's done. A 30-second email or message makes a massive difference.
Toilets, kitchens, meeting rooms — check them between uses. Restock, wipe down, reset. Keep the show running.
Note anything outstanding. Brief the next shift or leave clear notes. Don't let issues carry over silently.
Start each week with a 10-minute SCSE review. Pick one real moment from last week per pillar. Celebrate good ones, learn from misses. Use scenarios from the quiz tab.
Enter the building as a visitor would. Reception, signage, toilets, meeting rooms. Score against the SCSE matrix. Share findings with the team — not as criticism, but as coaching.
Not a KPI review — a conversation about how the building feels. Ask: "What surprised you positively? What frustrated you?" Listen, don't defend.
Rate your site 1-5 on each SCSE pillar across People, Place, Process. Pick the lowest 2 scores. Set a 90-day improvement target. Empower the team to own the fix — don't hand it down.
Use SCSE as everyday vocabulary. Instead of "clean that up" say "that's a Show issue — how do we prevent it?" Instead of "be nicer" say "remember Courtesy — 10m, 5m, 1m." The framework gives your team a shared language.
When you see a team member applying SCSE — name it, praise it, share it. "Great Courtesy moment with that visitor." Recognition reinforces behaviour more effectively than correction.