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Old 03-03-2013, 01:26 PM   #16
Wishes Count
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Hi guys! I did hospitality on my first program and I have just been accepted for Concierge this time around! You can read about my Front Desk experience on my blog. The link is in my signature, use the archives to look back to 2010.

I have a double major in Advertising and Sociology with a minor in Recreation and Tourism. I actually ended up doing Front Desk because of medical accommodations I needed. But I think that experience got me Concierge this time around. They are really looking for people with fantastic Guest Service skills!

I LOVED FRONT DESK! It is such a great role

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Originally Posted by WDWisMyLaughingPlace View Post
I see! Thanks for the info!! And congrats again on your acceptance!

If anyone else has any insight into what can be asked in the interview about the Concierge role, I'd really appreciate it!!
I was asked what I thought the duties of Concierge role was and what would I expect as a guest staying at one of the resorts.

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Originally Posted by DisneyGirlie View Post
Hi everyone!

My name is Ashley and I am a DCP alum in merchandise. I have had no hospitality experience and my major is psychology. Basically, I don't relate to Hospitality at all. However, I guess my interviewer thought I would be able to handle it smoothly because I'm going to be a college grad for pete's sake (I graduate in December!) so for Spring '13 I've accepted my offer in Hospitality. I feel so fortunate. That and concierge were my first choices.

However, I'm still confused on the hospitality description. I really want to do front desk things, but in the role description technically it says some of the responsibilities may include luggage room and dispatch. I thought that was a totally different role :/ I'd be kinda disappointed if I were doing dispatch instead of front desk.

Any former hospitality CMs know the likelihood of me doing front desk if I've accepted for Hospitality?
I think it may depend on the resort. But I know there is a different role for Bell services. You will most likely be trained on Front Desk. Some resorts train CPs as Runners. That position is basically delivering items to the rooms, keeping track of packages, assisting guests who are locked out. At Pop Century the Runners used Segways to get around! I also got to drive golf carts (they call them pargos) and the company vans.

At Pop Century there was one CP who was specifically assigned to Back Office Operations. I'm sure he was front desk trained but I never saw him out front on the desk. He answered the phones in the back and worked on assigning clean and ready rooms to guests who were checking in or blocking groups of rooms together.
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Old 03-03-2013, 06:54 PM   #17
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I think it may depend on the resort. But I know there is a different role for Bell services. You will most likely be trained on Front Desk. Some resorts train CPs as Runners. That position is basically delivering items to the rooms, keeping track of packages, assisting guests who are locked out. At Pop Century the Runners used Segways to get around! I also got to drive golf carts (they call them pargos) and the company vans.

At Pop Century there was one CP who was specifically assigned to Back Office Operations. I'm sure he was front desk trained but I never saw him out front on the desk. He answered the phones in the back and worked on assigning clean and ready rooms to guests who were checking in or blocking groups of rooms together.

Hey Kate!

Do you know if concierge CPs also get trained for runner?

Also, Are you hoping to work at Pop Century again or would you like a different resort this time?

Oh!! And what is your favorite memory from working front desk??
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Old 03-03-2013, 07:46 PM   #18
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Hello everybody! I figured I'd post here instead of starting a new thread.

I recently got accepted for Concierge for the FA 2013 season and I was hoping that maybe some alumni or cast members could share a bit of their experience in the role.
Like what was your favorite part of the role, a favorite memory, any advice? Things like that!
Hey! I do Front Desk now, but Front Desk and Concierge is all branched under the same department. Concierge Cast Members have to do about a month of Front Desk before they get their concierge training. Sometimes it's a little longer depending on how quickly your resort training people get themselves together. I work with friends in Front Desk who are technically cast as Concierge. We've all been here since January and they haven't received their concierge training yet.

Concierge also will assist with check ins if front desk cashiers are all busy and there's a line so there's a lot of overlap.

I will tell you that my favorite part of the role is surprising guests by sending a surprise up to their room. I like to think that they'll be so thrilled to see it. My least favorite part of anything front desk related is dealing with problems. Every single shift I have guests coming down and yelling at me for something I had nothing to do with. It's pretty ridiculous.

Anyway, good luck with concierge. I'm sure you'll have so much fun in assisting guests with planning their vacations out and everything.
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Old 03-03-2013, 07:48 PM   #19
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Originally Posted by Lyanne and Stitch View Post
Hey Kate!

Do you know if concierge CPs also get trained for runner?

Also, Are you hoping to work at Pop Century again or would you like a different resort this time?

Oh!! And what is your favorite memory from working front desk??

I think it probably depends on the resort but at Pop Century the Concierge CP's were runner trained.

I wouldn't mind working there again because I really loved it and thought the management team was great there! The full and part time CMs were also really awesome and there was always food in the breakroom for someone's birthday or because we got high scores for guest service from the previous month. One time we had a chocolate fountain party! But it would also be nice to work at another resort. I'd like to work at a deluxe or maybe a DVC resort.

I have a lot of great memories but one of the reasons I really liked FD was because usually you are the first CM they encounter when they get to property, so you can really set the tone for their trip. I loved giving out the 1st visit buttons or if it was a child's birthday, I would make a big deal and present them with the birthday button with their name on it. Little kids were always like "How did you know?!" Also at Pop we did "The Hustle" every night at 6 pm in the lobby and sometimes would pull out a DJ cart to play music and hula hoop with the kids. I'm not sure what other resorts do, but I'm sure they also have special things like that too.
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Old 03-03-2013, 08:08 PM   #20
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Originally Posted by DisneyGirlie View Post
Hey! I do Front Desk now, but Front Desk and Concierge is all branched under the same department. Concierge Cast Members have to do about a month of Front Desk before they get their concierge training. Sometimes it's a little longer depending on how quickly your resort training people get themselves together. I work with friends in Front Desk who are technically cast as Concierge. We've all been here since January and they haven't received their concierge training yet.

Concierge also will assist with check ins if front desk cashiers are all busy and there's a line so there's a lot of overlap.

I will tell you that my favorite part of the role is surprising guests by sending a surprise up to their room. I like to think that they'll be so thrilled to see it. My least favorite part of anything front desk related is dealing with problems. Every single shift I have guests coming down and yelling at me for something I had nothing to do with. It's pretty ridiculous.

Anyway, good luck with concierge. I'm sure you'll have so much fun in assisting guests with planning their vacations out and everything.
Thanks for all the info! I'm sure I won't love dealing with all the problems either but I'm sure the good will outweigh the bad.

Which resort do you work at?

Also, I hope you don't mind, I asked to follow you on twitter.

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I think it probably depends on the resort but at Pop Century the Concierge CP's were runner trained.

I wouldn't mind working there again because I really loved it and thought the management team was great there! The full and part time CMs were also really awesome and there was always food in the breakroom for someone's birthday or because we got high scores for guest service from the previous month. One time we had a chocolate fountain party! But it would also be nice to work at another resort. I'd like to work at a deluxe or maybe a DVC resort.

I have a lot of great memories but one of the reasons I really liked FD was because usually you are the first CM they encounter when they get to property, so you can really set the tone for their trip. I loved giving out the 1st visit buttons or if it was a child's birthday, I would make a big deal and present them with the birthday button with their name on it. Little kids were always like "How did you know?!" Also at Pop we did "The Hustle" every night at 6 pm in the lobby and sometimes would pull out a DJ cart to play music and hula hoop with the kids. I'm not sure what other resorts do, but I'm sure they also have special things like that too.
Thanks for answering all my questions!

You're making me wish I had requested Pop Century! haha!
It sounds awesome! I mean, a chocolate fountain party?!
(And honestly...I would secretly love to do the hustle every night at 6. )

I can't wait to make some magic for guests!!
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Old 03-03-2013, 08:51 PM   #21
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That's okay! I like new followers.

Anyway, I work at Animal Kingdom Lodge.

Some of our concierge are trained on curbside as well so that's something else you may get to do!
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Old 03-03-2013, 10:34 PM   #22
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That's okay! I like new followers.

Anyway, I work at Animal Kingdom Lodge.

Some of our concierge are trained on curbside as well so that's something else you may get to do!
What is curbside? And do you like it there at AKL?

What is your breakroom area set up like? (I'm just curious if the resorts are all similar?) Like at Pop we had the back ops area, then a small kitchen area, bathrooms, the managers office, a few computers and a set of lockers.
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Old 03-03-2013, 10:56 PM   #23
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What is curbside? And do you like it there at AKL?

What is your breakroom area set up like? (I'm just curious if the resorts are all similar?) Like at Pop we had the back ops area, then a small kitchen area, bathrooms, the managers office, a few computers and a set of lockers.
I think curbside is just at Deluxe resorts, but it's basically just having like 4 cast members outside at all times to greet every one coming in. Also, they have ways of knowing expected arrival times of certain guests taking DME so they can pick out certain guests and greet them by name which always really surprises the guests. Each curbside cast member also has an iPad that they use for the MLE (My Lobby Experience) which is supposed to help check people in if there's a line at the desk or something. Curbside also escorts club level guests up to the club level.

I think resorts vary in the set up format backstage. Jambo House's is very similar to what you described, but Kidani's is different and much smaller.
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Old 03-04-2013, 01:56 PM   #24
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Do you girls know if concierge in Value and Deluxe resorts varies a lot?
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Old 03-04-2013, 02:16 PM   #25
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I think curbside is just at Deluxe resorts, but it's basically just having like 4 cast members outside at all times to greet every one coming in. Also, they have ways of knowing expected arrival times of certain guests taking DME so they can pick out certain guests and greet them by name which always really surprises the guests. Each curbside cast member also has an iPad that they use for the MLE (My Lobby Experience) which is supposed to help check people in if there's a line at the desk or something. Curbside also escorts club level guests up to the club level.

I think resorts vary in the set up format backstage. Jambo House's is very similar to what you described, but Kidani's is different and much smaller.
Thanks for the info. If you do curbside do you need to lift luggage? or is that all done by bell services?

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Do you girls know if concierge in Value and Deluxe resorts varies a lot?
I think the variation comes with that deluxe resorts have concierge level guests and a club level lounge. These guests have access to this lounge and there are snacks and other items in there that need to be maintained. So conceirge at deluxe may be assigned to work and maintain the lounge area while in the values and moderates it is working exclusively with tickets/dining/guest recovery.
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Old 03-04-2013, 03:43 PM   #26
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I think the variation comes with that deluxe resorts have concierge level guests and a club level lounge. These guests have access to this lounge and there are snacks and other items in there that need to be maintained. So conceirge at deluxe may be assigned to work and maintain the lounge area while in the values and moderates it is working exclusively with tickets/dining/guest recovery.
I see. Thanks for answering all my questions Kate!
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Old 03-04-2013, 11:31 PM   #27
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Valet and bell services would be the only people who even think about touching luggage.

Curbside is strictly greeting oriented.

I would be trained on curbside, but I'm about to begin doing 3rd shift front desk and they don't need curbside cast members for those hours, so I'll probably never get curbside trained.
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Old 03-04-2013, 11:37 PM   #28
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Do you girls know if concierge in Value and Deluxe resorts varies a lot?
I don't think there's much difference. At my deluxe resort, concierge has nothing to do with the actual concierge/club level.

Guests are escorted upstairs to club level (usually by a curbside CM or a runner) and checked in at their own private desk with special front desk cast members.

Concierge seems to be pretty standard with anything vacation planning related. Dining reservations, ticketing, tours, etc. Whenever a guest is interested in booking the safari we do out DAKL, I direct them to concierge. That's pretty much the only specific example I can think of.
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Old 03-05-2013, 06:57 AM   #29
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I don't think there's much difference. At my deluxe resort, concierge has nothing to do with the actual concierge/club level.

Guests are escorted upstairs to club level (usually by a curbside CM or a runner) and checked in at their own private desk with special front desk cast members.

Concierge seems to be pretty standard with anything vacation planning related. Dining reservations, ticketing, tours, etc. Whenever a guest is interested in booking the safari we do out DAKL, I direct them to concierge. That's pretty much the only specific example I can think of.
Do you know if that's the case for all the deluxe resorts or just DAKL? About the concierge/club level
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Old 03-05-2013, 10:49 AM   #30
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I would guess that it varies because not every resort's Club level is laid out the same.

DAKL's is on the 6th floor and they have their own reception desk up there and everything so it's easy to escort them up and get them checked in at their own private desk.

When I stayed at the Poly club level, it's in a separate building and I didn't get escorted anywhere. I checked in at the same desk as everyone else in the lobby. This was a couple of years ago, but still. I'm sure each resort handles their club guests differently.
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