Hospitality

[ashliejere]

Hey guys! I saw a blog and a vlog about hospitality but they didn't give a whole lot of info. Does anyone have any info about the hospitality role? I know there are a few places you could work at (front desk, luggage, dispatch and telephone) has anyone worked at any of these places?

[BethAnne Sthrn Belle]

Hey guys! I saw a blog and a vlog about hospitality but they didn't give a whole lot of info. Does anyone have any info about the hospitality role? I know there are a few places you could work at (front desk, luggage, dispatch and telephone) has anyone worked at any of these places?

Hey we just moved in yesterday. But my roommate will be starting training for hospitality on Saturday Old Key West and Saratogo Springs... Front Desk and something else. Let you know, when we know :)

[RyeCrimsonMoon]

One of my friends worked at one of the hotels and he loved it. He said when he went, it was one of the top paying roles at disney. (Behind character performer and something else) I would mind working at a hotel incase working in a park ruins the parks for me.

[ashliejere]

Thanks bethann!

[epfootballcutie04]

I did the spring advantage role in hospitality and just moved out on Friday... it was SOOOOOOOOOOOO much fun and I miss it more than you could ever imagine!!!

I'd be happy to answer any questions that you have!!!

[epfootballcutie04]

Hey we just moved in yesterday. But my roommate will be starting training for hospitality on Saturday Old Key West and Saratogo Springs... Front Desk and something else. Let you know, when we know :)

That's where I worked!!!!! ugh!!! they will LOVE it!!!! I'm very very very jealous I would give ANYTHING to go back to SSR and OKW!!

[DOasDREAMERSdo]

I did the spring advantage role in hospitality and just moved out on Friday... it was SOOOOOOOOOOOO much fun and I miss it more than you could ever imagine!!!

I'd be happy to answer any questions that you have!!!

So for Hospitality what did you find yourself doing most of the time? My parents thought that the role might have to deal with a lot of cranky people unhappy with their rooms, etc., but I don't know if it would be more so than any other role. To me it seems really fun to have the chance to meet people just as they start their vacation and give their first doses of magic :]

PS, if I'm understanding your name and location correctly, I'm from around the same area as you! :]

[epfootballcutie04]

So for Hospitality what did you find yourself doing most of the time? My parents thought that the role might have to deal with a lot of cranky people unhappy with their rooms, etc., but I don't know if it would be more so than any other role. To me it seems really fun to have the chance to meet people just as they start their vacation and give their first doses of magic :]

PS, if I'm understanding your name and location correctly, I'm from around the same area as you! :]


Ohhhhh yeah, you deft get the cranky guests working the front desk, just as you get the guests that rave about how magical you have made the start to their vacation ;-)... i even had a guest start crying uncontrolably because "i" gave her a free upgrade and she went on to tell me this whole sob story and it was actually quite magical:)

Something to keep in mind, is that you would be working at one of the most visited places on earth haha... no matter where you work (front desk, attractions, food and bev, custodial, attendant, performer... etc) you will have those cranky guests.... you just learn the appropriate way to handle them and chances are, your management team will help you out with those situations ;-)

Sounds like you have the right attitude, though!!! You really are one of the first people that Disney guests run into and actually have a conversation with. You won't always get happy guests, but chances are, you'll get more happy than not happy and as long as you're in the game to create those magical memories, you'll do beautifully!!!

If you have any other questions at all, i LOVE talking about my experience down there, sof eel free to ask me as many questions as you want!!!! I'll talk to parents too, if they have questions, haha!!

Good Luck!!

[joepic]

Hospitality will be one of my top roles when I apply. What vlog/blog are you talking about?

[Holly_Golightly]

epfootballcutie: what would a typical day be like for you? For instance, what were some of your responsibilities, or what could I expect to be doing in that role? ( I know that there's desk, luggage, phones, etc, but I'd like to know more specifically what those roles are like so I have a better idea of what the role entails).

Thanks!

[Pure_Imagination]

Do you think hospitality is a very selective role? I don't have any hotel experience, but it sounds interesting/fun.

[epfootballcutie04]

epfootballcutie: what would a typical day be like for you? For instance, what were some of your responsibilities, or what could I expect to be doing in that role? ( I know that there's desk, luggage, phones, etc, but I'd like to know more specifically what those roles are like so I have a better idea of what the role entails).

Thanks!

I was front desk and then i was trained for front desk runner... as front desk a typical day would include clocking in, grabbing a bank (cash reg) and verifying the amount in the drawer and then signing into the computer. Once that was done, I would go out to the front desk and grab a station and get into that computer system and make sure my station had everything that I needed such as welcome packets, keys, paper in the printer, resort maps, etc and once i was comfortable with all that, I would welcome over my first guest and start the rest of my day with checking in and checking out guests and assisting them with any questions or concerns they had:) A half hour before my shift was over I would take my cash register and go in the back and count it and then drop any money that i had took in, have someone else verify my money that the correct amount was in there, and then do my closing paperwork and then i would lock up the bank and clock out!!

As a front desk runner, I would clock in, grab a 2 way radio and then do a bunch of random tasks throughout the day. I would do anything from deliver birthday cards to rooms, deliver disney florist gift baskets and floral arangements, bring keys to guests and then i've picked up guests at the airport, gone grocery shopping for guests and i've een gone to the studios to pick up VIP fast passes for someone!!!... I had a love/hate relationship with the runner position. I hated it at the begining because i wasn't familiar with the property at all and it took me forever to do the easiest task... but the more i worked there and the more I drove around Orlando, the more i liked the posiition!!!

All in all, you do a TON of training for hospitality. For front desk at a DVC resort I had two 4 hour days and fourteen 8 hour days. (7 which were classroom style and 7 which were with a trainer on the desk). For runner I had two 8 hour days at work.

Those were the only two positions I was trained in. I did have friends in Bell services and such but I couldn't really tell you what their roles entailed EXACTLY :) I know at the front desk you do not answer phones, which is something i LOVED! all phone calls are passed through in the back offices and CPs aren't really trained there unless you really push for it.

Do you think hospitality is a very selective role? I don't have any hotel experience, but it sounds interesting/fun.

I've been told it's really selective from people I've talked to about the college program, but no one in recruiting or no one like managers have been the ones to tell me that. I would say at any given time between saratoga and old key west we had about 10-15 cps/ icps. I'm not sure if thats a fairly common nmber at all resorts or not. I know most people I talked to seemed to have either attractions, merchandise or qsfb/fsfb but then again those roles are ALL OVER the place and include both parks, DTD, Water Parks and resorts, whereas front desk is strictly resorts:) I hope this answered your question a little!!!

[SyracuseWolvrine]

I'm not a CP, but I just transferred to a concierge position. We get trained on Front Desk first, and then after a few weeks, then we have our Conc. classes. I just got done with my front desk training today. So far, it seems easy enough. Sure, you'll encounter your pushy guests, but you'll have those everywhere, and for the most part, people are just happy to be at Walt Disney World.

(PS to epfootball ... one of my friends (andrew) works (mostly Ops support, but occasionally a Conc. shift) at SSR/OKW, and you probably know him)

[epfootballcutie04]

I'm not a CP, but I just transferred to a concierge position. We get trained on Front Desk first, and then after a few weeks, then we have our Conc. classes. I just got done with my front desk training today. So far, it seems easy enough. Sure, you'll encounter your pushy guests, but you'll have those everywhere, and for the most part, people are just happy to be at Walt Disney World.

(PS to epfootball ... one of my friends (andrew) works (mostly Ops support, but occasionally a Conc. shift) at SSR/OKW, and you probably know him)

Andrew B? I'm trying to think if there are any other Andrews but I can't think of any off the top of my head. If it is Andrew B, then yes, i do know him and i LOVE him!!! If you talk to him anytime soon, tell him Crissa says hi and I miss him tons!!

[SyracuseWolvrine]

Andrew B? I'm trying to think if there are any other Andrews but I can't think of any off the top of my head. If it is Andrew B, then yes, i do know him and i LOVE him!!! If you talk to him anytime soon, tell him Crissa says hi and I miss him tons!!

That'd be the one. If I talk to him, and if I remember, I'll pass on the message.

[Holly_Golightly]

I'm not a CP, but I just transferred to a concierge position. We get trained on Front Desk first, and then after a few weeks, then we have our Conc. classes. I just got done with my front desk training today. So far, it seems easy enough.

Please update us once you have your concierge classes. From what I can tell, not many people know much about the role, it's all very elusive, so any insider details would be great!

Thanks!

[khancock]

From what I can tell, not many people know much about the role

There isn't much out there because this was the first time it was offered. The people down on Fall Advantage and Fall are the first ones to do it.

[KBaum]

When I worked in Hospitality (CBR! Welcome to the Islands :)), we did Front Desk, Running, as well as Bell Service Greeter and Disney's Magical Express Greeter.

The Front Desk & Running is about the same at all the resorts, and that's been covered, but nobody's mentioned BSG and DME...

Basically for Bell Services Greeter, I helped guests with their luggage - I would either take it off their hands if they were checking in, would fill out a small form for them where they took half, then I would put their luggage into the luggage room on a numbered/lettered shelf, and store it there. If they were checking in, the bellmen would bring the luggage to their room later. Also, the Bell Service Greeters would store luggage for folks who were getting ready to leave but had some time before they wanted to catch the Magical Express back to MCO. This also involved hanging out and waiting with the families as they got ready to leave from the vacation. It was so fun because I got to hand out stickers and talk to kids about how much fun they had on their trip.

For DME, I basically hungout with the Bellmen all day (or night) and when the luggage came in from the Magical Express, I would unload the cages they come in and put the luggage into a numbered/lettered shelf, we'd enter it into a computer, and then when the folks checked in, the Bellmen would come and get the luggage and bring it to their room for them.

Let's see...

I also did some bus stop duties (I forgot what it's officially called) where I'd stand at one of two of the bus stops and count the buses as they came and went, timing them to make sure they were coming within 20 minutes of eachother. That was super super fun because I would have a kit of park maps and stickers and I'd get to wear pins, and talk to families as they waited to go to the parks. I had a BLAST helping families plan their days... seriously probably the best place for guest interaction.

LASTLY, I was a participant in a four week study where I had a chance to go to four different resorts (one resort each week) and shadow the front desk staff. I don't know if this is a yearly thing or what, but they picked two people from each resort and somehow I ended up being one from CBR. We had palm pilots and would time how long each transaction took, what order guests got checked in, and ask guests how satisfied they were with the service. I ended up working and getting to know folks at Pop, POFQ, Saratoga, and the Poly. LONG NIGHTS and a lot of just standing around but it was fun getting to know some other people and seeing the inside and outside of different resorts.

:headache::headache::headache: thinking hard

I think that's all I did in Hospitality. Whew. Wow, was only there for 4 months. How did I fit that all in?

Never a dull day!

[Pure_Imagination]

^ wow! That sounds like a lot of fun! I think hospitality might be going in my top three- at least top four!- even though I don't have experience. :D

[Holly_Golightly]

Thanks for the info KBaum. It's really helpful to hear detailed descriptions like that in deciding which roles I should or should not do. Hospitality seems like a great role!

[DOasDREAMERSdo]

Thanks for all the answers everyone! Hospitality sounds really fun...I think I'll put it in my top three!!
KBaum and other Hospitality veterans...was it one of your first choices?

[epfootballcutie04]

Thanks for all the answers everyone! Hospitality sounds really fun...I think I'll put it in my top three!!
KBaum and other Hospitality veterans...was it one of your first choices?

I interviewed on the first day, i was one of the first people interviewed with the person that conducted it and it was my third choice. I think it had something to do with I have a fairly good amount of experience, though!!

[Pure_Imagination]

I interviewed on the first day, i was one of the first people interviewed with the person that conducted it and it was my third choice. I think it had something to do with I have a fairly good amount of experience, though!!

That makes sense. Hospitality is a very detailed role with a lot of responsibility. There's not really any room to mess up, and you don't want guests upset before they even enter the parks. Plus there's just so much information to learn- I'm guessing it's a really tough role to train for.

[NicoleRose]

I think i'm probably most qualified for hospitality and i'm pretty sure i'm going to be placing it in my top 3. it does sound fun but i cant help but wonder if i'd enjoy attractions or character attendant more. I guess it doesnt matter though haha IF they accept me, they'll obviously put me where i'm meant to be or w/e lol

[epfootballcutie04]

That makes sense. Hospitality is a very detailed role with a lot of responsibility. There's not really any room to mess up, and you don't want guests upset before they even enter the parks. Plus there's just so much information to learn- I'm guessing it's a really tough role to train for.

Training took FOREVER haha :) The best thing about training though was I felt 100% confident before it was even over. Total I believe I had 3 four hour days and 14- 8 1/2 hour days (7 days in classroom style and 7 on the job). The first guest I called over to welcome home, i was nerrvouussssss!!!!!!!! haha, but by day 3 or 4 I felt like a pro :)

I think i'm probably most qualified for hospitality and i'm pretty sure i'm going to be placing it in my top 3. it does sound fun but i cant help but wonder if i'd enjoy attractions or character attendant more. I guess it doesnt matter though haha IF they accept me, they'll obviously put me where i'm meant to be or w/e lol

Good luck with your choices!!! Character attendant was my #1 b/c it was as close to being a performer as I could get and I would have LOVVVEEDDD getting the chance to help "be the voice" of the characters and interact with them all day!!! Attractions was my # 2 butttttt I'm kind of glad I didn't get that. I'm sure it all depends on where you're working, but almost everytime i went on a ride, they looked MISERABLE saying "how many, row 1. How many, rows 2 and 3... " If you get attractions, I hope you have a GREAT time with it!!!

[ashliejere]

KB, is your description Bell Services/Dispatch or is it part of the luggage portion of hospitality? Like, did you apply for hospitality and that's part of what you do or did you apply for Bell Services/Dispatch?

[NicoleRose]

Good luck with your choices!!! Character attendant was my #1 b/c it was as close to being a performer as I could get and I would have LOVVVEEDDD getting the chance to help "be the voice" of the characters and interact with them all day!!! Attractions was my # 2 butttttt I'm kind of glad I didn't get that. I'm sure it all depends on where you're working, but almost everytime i went on a ride, they looked MISERABLE saying "how many, row 1. How many, rows 2 and 3... " If you get attractions, I hope you have a GREAT time with it!!!
Thanks!
And yea i get what you mean about them almost always looking miserable, the character attendants always look pissed off too lol but i'm a really smiley person and i love interacting with people so i'm hoping its one of those things that it just depends on the person and their attitude.
i think i'll just be happy with w/e :) i just hope i get SOMETHING lol

[KBaum]

KB, is your description Bell Services/Dispatch or is it part of the luggage portion of hospitality? Like, did you apply for hospitality and that's part of what you do or did you apply for Bell Services/Dispatch?

It was apart of hospitality - the Dispatch/Bell Services role was more intense, and it included radioing to the bell service guys, taking luggage to rooms, etc. My role was just sort of as an assistant to the area, probably because they needed an extra hand.

[KBaum]

Thanks for all the answers everyone! Hospitality sounds really fun...I think I'll put it in my top three!!
KBaum and other Hospitality veterans...was it one of your first choices?

Hospitality was my number one choice - second being merchandise, and third being attractions. I did the online presentation and an interview soon after, because there wasn't a presentation near my school.

[khristinel]

*bump*

I was just wondering what kind of questions they ask for the Hospitality or Concierge roles and maybe some ways to handle those situations. I am really considering these two as part of my top 3 roles and I've never worked at a hotel or resort and have no idea how I would respond to some of the questions they may ask.

thanks! =)

[epfootballcutie04]

*bump*

I was just wondering what kind of questions they ask for the Hospitality or Concierge roles and maybe some ways to handle those situations. I am really considering these two as part of my top 3 roles and I've never worked at a hotel or resort and have no idea how I would respond to some of the questions they may ask.

thanks! =)

one way to think of scenerio questions they may ask, is... imagine you are a guest a WDW... what might you ask the front desk for assistance with?

some questions I got on the interview were:

1. how would you welcome a guest?

2. What would you do if a guest came to you complaining that their favorite attraction was shut down?

3. what would you do if a guest was upset because they wanted a certain room and it just wasn't available?

It's Disney World... and you encounter all different kinds of guest with all different kind of backgrounds and they each have their own set of requests or 'demands'. Just imagine the wildest question you think a guest can ask, and chances are, you'll get that brought to your attention at one point:goodvibes It's a lot of fun... i'd give ANYTHING to be able to go back to SSR and OKW!!!

Oh... and GOOD LUCK!!! :goodvibes

[epfootballcutie04]

Hi everyone, i just wanted to post a link to my new blog... im making a new one that's hopefully going to be a bit more informational than my last one... and it's not JUST about hospitality, but rather all components of the CP:) ...

Let me know once/if you check it out... more things you would like me to talk about!!! I'd be happy to do so :)

[DisneyAngie]

Hi everyone, i just wanted to post a link to my new blog... im making a new one that's hopefully going to be a bit more informational than my last one... and it's not JUST about hospitality, but rather all components of the CP:) ...

Let me know once/if you check it out... more things you would like me to talk about!!! I'd be happy to do so :)

I read through your blog earlier today (I followed a link in a separate thread), and I thought it was really good! It in depthly covered many areas that people considering the CP tend to have lots of questions about. I think it was especially helpful to see pictures of the "Disney look." It's kind of been covered in this thread already, but I would be interested in hearing a little more about what kind of work experience most CPs who get placed in hospitality have. Did most of the people you worked with have some sort of background in hospitality? Were there any people who were completely new to it? What kinds of hours did you work in hospitality? Do CPs ever have to work overnight shifts (since the hotels need someone there all the time)? Just wondering :)

[epfootballcutie04]

I read through your blog earlier today (I followed a link in a separate thread), and I thought it was really good! It in depthly covered many areas that people considering the CP tend to have lots of questions about. I think it was especially helpful to see pictures of the "Disney look." It's kind of been covered in this thread already, but I would be interested in hearing a little more about what kind of work experience most CPs who get placed in hospitality have. Did most of the people you worked with have some sort of background in hospitality? Were there any people who were completely new to it? What kinds of hours did you work in hospitality? Do CPs ever have to work overnight shifts (since the hotels need someone there all the time)? Just wondering :)

Excellent questions!! I'll make sure to cover those in my next blog posts!!... It's still under construction and I have a list going of stuff I still want to make sure to cover, but I'm going to be working some more on it right now, so look for the answers to come :)