GSX Daily: The Guest-Centric Strategy Behind the Security Team at Walt Disney World
Carlos Francisco, CPP, spent more than two decades climbing the ranks in security at Walt Disney World Resorts, learning how to balance situational awareness, de-escalation, and customer service. Now, he joins the GSX Daily edition of SM Highlights to discuss the human-centric security culture that led the world-class environment for guests at the \u201cHappiest Place on Earth\u201d and how to apply those lessons across the security management profession.\n\nAdditional Resources\nTake security higher at GSX: https://www.gsx.org/ \n\nLearn additional lessons for career growth\u2014especially for early career and aspirational leaders\u2014here: https://www.asisonline.org/security-management-magazine/articles/2023/09/workforce-development/ \n\nStudy the value of concierge guarding from cultural properties and museums: https://www.asisonline.org/security-management-magazine/articles/2024/04/concierge/ \n\nAre your soft skills up to par to handle a customer-centric culture? Get pro tips here: https://www.asisonline.org/security-management-magazine/articles/2023/11/soft-skills/ \n\nNeed to come to grips with cybersecurity acumen and where cyber risk intersects with physical security? Read Security Management\u2019s ongoing cybersecurity coverage on our topic page: https://www.asisonline.org/security-management-magazine/Topics/cybersecurity/