Cast Member Confidential:. Chris Mitchell

huge wonderful tree house where the Swiss Family Robinson spent their days—I could haunt those branches for hours, transfixed by the sheer ingenuity of a canopied bed or a table made from a tree stump and a supply of water that was pulled from a crude but brilliant coconut husk conveyor.

      Leaving the park was impossible. I was that kid in the tram throwing a tantrum all the way through the parking lot, grabbing light posts and car door handles and anything I could get my candy-coated fingers around. My life was at its best right there in Tommorowland.

      My father, a sensible man, was an electrical engineer who owned his own computer business. My mother wrote allegorical children’s stories about colorful witches. They met during World War II and built their lives in the postwar boom of mid-century America. They used words like “preposterous” and “swingin’” and laughed out loud at the wholesome comedy of The Lawrence Welk Show. Already in their autumn years when I was born, they were looking forward to my father’s retirement, less than a decade away.

      And so it happened, following a gripping spelling bee victory hinging around the word “flotsam,” that I found myself awake at sunrise on a Saturday, turning on lights and banging pots and otherwise helping my parents wake up so that we could get to the park for a hard-won celebration. The trip from my front door to Disney’s parking booth took forty-five minutes, but it felt like hours. We arrived before the park even opened.

      While my dad paid for the tickets, my mother pulled aside one of the Disney staff stationed near the turnstile and whispered a few words in her ear. She smiled and nodded, then leaned down close to my face and whispered, “We have a special honor for boys who win spelling bees. How would you like to be the first one in the park?” My mom gave me a collaborative wink.

      I couldn’t believe my luck. I was to be allowed inside the gates of the Magic Kingdom before the park even opened. I had somehow found a loophole in the restrictive legislature of child management, and I was determined not to waste my opportunity. Once and for all, I was going to learn the answer to those age-old questions: Where did Mickey and his friends go when they weren’t signing autographs or appearing in parades? What did they do when no one was looking?

      I stood behind the velvet rope at the bottom of Main Street and imagined I could see Minnie pulling open the curtains of the chocolate shop and Goofy polishing the railings of the Magic Castle. When they drew back the rope and let me go, I broke free of my dad’s grasp and ran as fast as I could through the winding streets of Fantasyland, confident that I would find things that no kid before me had ever discovered. By the time my parents caught up with me, two hours later in the Missing Children Office, I was exhausted and elated.

      That little peek behind the Disney curtain was a religious epiphany. For the first time, I saw something more than just rides and candy and cartoon characters. I saw a lifestyle of happiness and support, a group of people who cared for parents and lost kids they had never even met just because they were sharing the Disney Dream.

      “Freeze!” Orville snapped. “That’s your Disney smile right there!”

      I studied my face in a Tinker Bell mirror hanging in a souvenir kiosk and tried to memorize the feeling, but Orville was already beginning his tour of Disney’s Animal Kingdom. There was a section loosely themed around Asia, and one like Africa. The place where we had started was Dinoland, and we finished in an area called Camp Minnie-Mickey, where, Orville explained, I would be spending most of my time behind the lens.

      Each land was a neighborhood with its own distinct music, smells, and entertainment. Africa had dense vegetation and tribal drums, indigenous dancers performing subdued erotic movements, and charred meat on skewers. Dinoland was stripped down to look like an archeological dig inexplicably located in a carnival midway. There was nothing surprising about the layout—a Queen’s necklace where each land was a crown jewel surrounding the park icon, which in this case was a large artificial tree called The Tree of Life, carved with hundreds of animal images and decorated with thousands of plastic leaves that shivered in the morning breeze. In each section, Cast Members wore costumes that defined their role: embroidered polyester in Asia, dashikis in Africa. Kiosk vendors wore shirts patterned with Rorschach designs and souvenir salespeople wore solids. Every Cast Member played for a team within the Disney franchise, and you could sort the teams by the color of their jerseys.

      As we walked the park, Orville lectured me on the Rules of Disney. “When you’re in an area with Disney guests, you must make yourself a part of their Magical Experience.” Seeing my confusion, he heaved an aggrieved sigh. “You didn’t read any of the literature, did you? Don’t answer that; you’ll spoil whatever Magic I have left today. Listen closely. Cast Members should always keep in mind the following seven Guest Service Guidelines: (1) Make eye contact and smile at each and every guest who enters the park; (2) greet and welcome each guest as they approach; (3) stop and offer assistance even if nobody is asking for it; (4) if you sense that a guest is having a less than Magical moment—are you listening to me?”

      “If I sense that a guest is having a less-than-Magical moment.” Parroting back the last five seconds of a boring lecture was a skill I had developed around the second month of kindergarten.

      Orville sniffed and continued, “If you sense that a guest is having a less-than-Magical moment, provide immediate recovery any way you can; (5) project the appropriate body language on stage at all times; (6) preserve the Magical Experience; and (7) as she or he is leaving the park, thank each guest and invite her or him to return soon.”

      “Guest Service Guidelines,” I repeated, staring at a beautiful girl dressed in a Pocahontas costume, posing for pictures with a group of children. “Got it.”

      Orville inserted his own considerable frame between the Native American Princess and me. “Let’s try a simple exercise. You see those two Japanese women standing there looking at an upside-down map of Universal Studios?”

      “Yes.”

      “Go ask them if they need help.”

      Some insipid Phil Collins song was trickling out of the vegetation—“Something, something, my heart.” It combined the hopeful evangelism of gospel with all the soulful depth of a high school musical.* I moved cautiously to the side of the two women, trying to recreate my Disney smile from before. The women were in an advanced state of flustered, talking very fast in Japanese and tugging at the soggy map, like grommets fighting over a bong.

      “Excuse me,” I enunciated. “Can I help you?”

      The women looked relieved to see somebody with a nametag. “Toilet?” said one.

      “No problem,” I said. Remembering one I had just seen, I jerked my thumb over my shoulder. “One hundred yards. On the right.”

      “Thank you,” they chirped together, and ran off.

      “Say-o-na-ra!” I said in my best Japanese, then beamed as Orville joined me. “Ta-da!”

      “That,” he said, “was terrible. Stage presence is of the utmost importance. When onstage, a Cast Member should always display appropriate body language. This means, stand up straight. Don’t lean or sit or cross your arms. Keep your hands off your hips and make eye contact with the guest at all times. A Walt Disney World Cast Member never points with a single finger—and he never uses a thumb.* Instead, use two fingers.” Orville held out his index and middle fingers together. “Or, to be on the safe side, the whole hand in the style of a karate chop.”

      Just then, a cheer erupted from the crowd, and Mickey Mouse appeared. He was smiling his big grin and walking with that classic Steamboat Willie swagger. Instead of his traditional primary-colored overalls, he was wearing a khaki safari outfit with an outback hat and scout patches on the sleeves. Everywhere he turned, people were adoring him as if he were the Second Coming.

      “Is that one of the Mickeys I’ll be shooting?” I asked.

      The color drained from Orville’s face, and he gave his forehead a vaudeville slap. “Oh my stars and garters!” he gasped. “When referring to a character such as Mickey or Minnie, keep in mind that each one is a unique individual and, as such, must not be