As a cast member, I got evaluated by a manager often. Definitely more often than at any other job I've held, mostly because Disney's guidelines are so thorough and rigid. There was a checklist that I was supposed to run through with each and every guest interaction. One of those things was to use a guest's name whenever possible. Have you ever been surprised by a cast member who uses your name? It's either because you have a pin on with your name on it, or when you paid with your room key or credit card, we took a quick glance at it to get your name. That way, when we hand you your bag of stuffed animals, we can thank you by name and tell you to have a magical day.