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 “Happiest Place on Earth” and how to apply those lessons across the security management profession. Additional Resources Take security higher at GSX: https://www.gsx.org/ Learn additional lessons for career growth—especially for early career and aspirational leaders—here: https://www.asisonline.org/security-management-magazine/articles/2023/09/workforce-development/ Study the value of concierge guarding from cultural properties and museums: https://www.asisonline.org/security-management-magazine/articles/2024/04/concierge/ Are 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/ Need to come to grips with cybersecurity acumen and where cyber risk intersects with physical security? Read Security Management’s ongoing cybersecurity coverage on our topic page: https://www.asisonline.org/security-management-magazine/Topics/cybersecurity/