Case-in-Point

Disneyland Paris

A brief overview of the organizational profile and challenges faced by a hospitality property, along with the Agilysys solutions implemented and the measurable outcomes achieved from those solutions.

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CASE STUDY

How We Transformed Operations

Organizational Profile:

Europe’s top tourist destination, welcoming 16 million visitors annually

  • Home to two theme parks, 54 attractions, and 75 food & beverage outlets ranging from
  • quick-service kiosks to fine dining
  • Features seven Disney-themed hotels with a combined 8,500 guest rooms, plus the
  • Disney Village entertainment complex and an 18-hole golf course

Challenges:

Needed faster service, higher spend, and solutions for labor shortages

  • European guests expected modern self-service ordering, driven by familiarity with brands like McDonald’s
  • and KFC, pushing Disneyland Paris to match the experience.
  • Labor shortages in France made recruiting and retaining skilled F&B staff difficult, heightening the need for
  • operational efficiency and speed during peak volumes of 40,000–50,000 daily guests across 75 locations
  • Shareholder goals for higher per-capita food and beverage spend increased pressure to improve upselling
  • opportunities and grow revenue

Results:

  • 54% of orders placed via self-service kiosks within the first weeks of the pilot
  • • 34% of kiosk transactions included an add-on item (side, dessert, or beverage), exceeding
  • traditional cashier upsell rates
  • Kiosks now process an average of 16 transactions per hour, a marked improvement, supported by
  • integrated Kitchen Display Systems that accelerate order fulfillment
  • Guest satisfaction reached 88%, and cast member satisfaction reached 85%, with both groups
  • praising the clarity, speed, and ease of use.
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