A chance for better customer service at WDW resorts?

[minnie61650]

There is a new pilot program at All Star Music and BC&YC:
This program is all about trying to get guests to return to WDW.
ASMu has a new pilot program going on.
I was told several managers from some of Disney's deluxe resorts were transferred to ASMu to help get this program up and running.

I just read that some outstanding managers from the GF, (DJ and Ellen) have been spotted at ASMu.

From this thread:

http://www.disboards.com/newreply.php?do=newreply&p=20611669

Just got back from All Star Music. I was delighted to see DJ and Ellen there. I last saw them at the Grand Floridian working together and they seemed like a great team. Not sure what this new program is (from reading previous posts), but if those two are there, it must be great. They are phenomenal managers.

Other than that, it was clean, fun and cheap.

Is that the same DJ from Boardwalk? If so, that is great news and really makes me excited to stay at ASMU for the first time!

I heard DJ had been transferred to another property to act in some corporate training capacity and he certainly would be a huge asset in that type of position. The personal service we experienced on his watch at BWV was the best we've experienced on property.

I hope he is there when we check-in in October as I would love to say Hi!!

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Here is a little info about the new pilot program at All Star Music and BC&YC:

I called All Star Music a few days ago and asked about the pilot program and I was informed it will only last through September but if All Star Music and YC&BC (which also has a similar program ) get enough positive feedback they may expand this program to all of the resorts! Yeah. So anyone is going to All Star Music Or BC & YC (which has a similar prorgram please fill out the pilot survey which is at the front desk .Please be honest but please fill them out.

There will also be CM's in the parks which will ask guests to fill out surveys. They are usually in the parks from about 8-10 A.M. and try to interview about 30 guests a day who will take the time to answer the surveys.

The manager I talked to sent me a list of the activities they have planned for September.
For a full list of the activities please see post # 1 of this tread:

http://disboards.com/showthread.php?t=1565556


The pilot program is not just about the games and movies but it is really about better guest service.

Having more staff available at check in so guests can check in a more timely manner.
Having clean rooms ready at check in so guests do not have to wait until the late afternoon for a clean room.
Having more staff on hand so a guest can have any questions or concerns taken care of right away.


I was told they are getting the results from those surveys the next morning and actions are immediately being taken to correct problems or congratulate success.

I was told that this program is ending the end of September but if they get lots of good feedback they may extend this type of service to the other resorts as well.

I am really hoping they get lots positive response to this program.
I was told that so far there has been quite a bit of positive response from guests at All Star Music but the BC & YC has not been getting many responses.

My guess is not very many guests know this is a pilot program so they do not respond.
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Here are a couple of posts I came across the last 2 days.

From this thread:

http://www.disboards.com/showthread.php?t=1565556

We just returned from ASMu last week, and I just assumed that this "pilot program" was what normally happened at a Disney Hotel. This was our very first trip as a family to Disney, and my first time staying on site, and we were thrilled with all of the poolside activities that they had planned. The dance competitions, karaoke and movies were wonderful! There was so much for all of the children to do - of all ages! My daughter is only 4, but she spent all of her time dancing at the pool, and we loved watching the movie on the big blow up screen. It was so relaxing to watch a movie -- IN THE POOL! So so nice. If this is a program that is new, I certainly hope that it stays because we really enjoyed it after a long day at the parks!

And from this thread:
http://www.disboards.com/showthread.php?t=1565346

Just returned from a splt stay at Beach Club/Grand Floridian. Loved the Beach Club!!! (we were AKL refugees!!) Upgraded to a water view(we paid for standard at AKL) with full balcony, and our room was ready at 11am!!!! The water view overlooked the quiet pool. GF another story, we had to wait until about 4pm to get into our room. Terrible view overlooked the GF convention center and dumpsters Also, the noise from trucks with the backup beeps early in the morning stunk!!! After I complained they moved us to the newly redone Conch Key!!!! Much better room, flat screen tv, view of marina and no beeping trucks!!! Great pools at both resorts!!! Any questions???

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I was told that there is hope that with enough interest that they may be able to keep a lot of the great things happening at AS Music and YC & BC and be able to expand to other properties. I was also told that this pilot is all about trying to improve intent to return.

The manager I spoke with me that the best thing that guests can do is when they check out of the resort, they should take the survey and give feedback (honest feedback about anything good or bad they experienced).

If you think you would like this pilot program to continue....
If you think you would like this pilot program to be offered at other resorts....
If you have been unhappy with long lines at check in or
having to wait until the late afternoon to get your room assignment at any of Disney's resorts .
If you feel there should be more staff at all of the WDW resorts so they can help guests with any questions or concerns then this is our chance to let the WDW execs know!

Now I will be first to admit that the "suits" at WDW should already know these things are a part of good customer service...
But we need to let WDW know that we appreciate these basic customer services. We do not want to give the WDW execs the excuse to drop the ball by saying "Based on our polling, the guests don't value these services.
We can continue our cost cutting measures ."

If you would like contact Disney about these services and this pilot program the addresses are:

Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

wdw.guest.communications@disneyworld.com

Let's let Disney know we like this new program and we want it to continue and expand to the other resorts as well!

Thanks ........And......
Have fun at Disney!

 

[EUROPACL]

Holy Deja vu Batman!!!

 

[jiminy14]

DJ was one of our favorite managers at the BWV. During our stay there last May he told us he was being transferred to the AS Resorts for a new test program in guest services. He told us that Disney was transferring some of their better managers to hotels where there seemed to be some guest service concerns. He introduced us to a young man who was a manager at POFQ. This young man was also participating in the program. I believe he was being transferred to YC/BC.

 

[arazamataz]

We just got back from YC 8/28 - 9/2. I knew something was up when we where met at door and taken up to the 5th floor. This was the first time in
in 9 trips. Check in was quick as always on the 5th. The room was the cleanest, smelled great and looked new . It was full of towel animals. Every where we went in the YC/BC the staff cheerfull and greeting us. We can't
wait to go back, the program is working. After 4 days at Portifino Bay it was
night and day different. We hope they keep the program going.

 

[EUROPACL]

We hope they keep the program going.

By the Hammer of Thor...hope dosen't work with Disney you must write,call or fill out a survey...Disney dosen't know that people like good customer service you must let them know.

 

[minnie61650]

DJ was one of our favorite managers at the BWV. During our stay there last May he told us he was being transferred to the AS Resorts for a new test program in guest services. He told us that Disney was transferring some of their better managers to hotels where there seemed to be some guest service concerns. He introduced us to a young man who was a manager at POFQ. This young man was also participating in the program. I believe he was being transferred to YC/BC.

Thank you so much for all of your info.
It is good to read that DJ was one of your favorite managers at BWV.
I am looking forward to meeting DJ next week when I stay at All Star Music.

We just got back from YC 8/28 - 9/2. I knew something was up when we where met at door and taken up to the 5th floor. This was the first time in
in 9 trips. Check in was quick as always on the 5th. The room was the cleanest, smelled great and looked new . It was full of towel animals. Every where we went in the YC/BC the staff cheerfull and greeting us. We can't
wait to go back, the program is working. After 4 days at Portifino Bay it was
night and day different. We hope they keep the program going.

It sounds like you had very good service during your stay the BC.
I am so happy to read that your room at the BC looked new and was very clean.
It sounds like you had a great time.
I am also hoping they keep the program going.

Thanks so much for all your helpful info.

Have fun planning your next trip to WDW!

 

[TheRustyScupper]

Having more staff available at check in so guests can check in a more timely manner.
Having clean rooms ready at check in so guests do not have to wait until the late afternoon for a clean room.
Having more staff on hand so a guest can have any questions or concerns taken care of right away.


1) I must be WAY behind the curve.
2) Disney accomplished this from-the-start-thru-the-90's.
3) Nice that they want to bring it back.
4) But, why as a NEW program?
5) Should have been this way all along.

 

[disneyfan67]

I must be living on a different planet or something. Aren't these items listed below, supposed to always be in place? Especially at a place like WDW, where they charge a premium for their onsite accomodations.

Having more staff available at check in so guests can check in a more timely manner.
Having clean rooms ready at check in so guests do not have to wait until the late afternoon for a clean room.
Having more staff on hand so a guest can have any questions or concerns taken care of right away.


If I owned a resort hotel and it was lacking in basic services which are supposed to standard, I don't think I would be advertising my attempt to fix it as a temporary pilot program.



Linda, I have read your posts for years and while I don't share your passion for the value resorts, I respect it somewhat because of how nice you are and your desire to help. You have went out of your way to help people on the resort boards and that's why I don't want you to take this as an attack on you personally. I finally had to say something because this thread boggles my mind. I guess things are worse than I orginally thought.

This thread and it's mindset troubles me somewhat. Have some of us fans of Disney strayed so far from reality, that we now get excited at Disney's attempt to provide the service that they should have from the beginning, as a temporary pilot program? This pilot program should be standard and made with a promise that things will be done better. Far too many fans on these boards give Disney a free pass on certain issues that would never be tolerated in the real world. I love WDW and consider the Polynesian my home away from home, but I refuse to give Disney credit for cutting back basic service and amenities, then restore some of it as a pilot program. I'm glad to see them do better, but they need to keep it up and make those positive changes, permanent.

 

[minnie61650]

I must be living on a different planet or something. Aren't these items listed below, supposed to always be in place? Especially at a place like WDW, where they charge a premium for their onsite accomodations.

Having more staff available at check in so guests can check in a more timely manner.
Having clean rooms ready at check in so guests do not have to wait until the late afternoon for a clean room.
Having more staff on hand so a guest can have any questions or concerns taken care of right away.


If I owned a resort hotel and it was lacking in basic services which are supposed to standard, I don't think I would be advertising my attempt to fix it as a temporary pilot program.



Linda, I have read your posts for years and while I don't share your passion for the value resorts, I respect it somewhat because of how nice you are and your desire to help. You have went out of your way to help people on the resort boards and that's why I don't want you to take this as an attack on you personally. I finally had to say something because this thread boggles my mind. I guess things are worse than I orginally thought.

This thread and it's mindset troubles me somewhat. Have some of us fans of Disney strayed so far from reality, that we now get excited at Disney's attempt to provide the service that they should have from the beginning, as a temporary pilot program? This pilot program should be standard and made with a promise that things will be done better. Far too many fans on these boards give Disney a free pass on certain issues that would never be tolerated in the real world. I love WDW and consider the Polynesian my home away from home, but I refuse to give Disney credit for cutting back basic service and amenities, then restore some of it as a pilot program. I'm glad to see them do better, but they need to keep it up and make those positive changes, permanent.

First let me thank you for your kind words.
I really do want to help others enjoy their vacations and that is why I spend so much time on the resort boards.
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To tell you truth when I first read about the pilot program on Mouseplanet in June (2007) I thought it was ONLY about the games, activities and movies.
I thought how nice for families and that the program sounded lots of fun.
Then I stared reading so many positive reports from families who returned from ASMu on the resorts board I decided to call All Star Music and compliment on how well I thought this new program was doing.
When I called the All Star Music resort # I had I asked if I had the ASMu front desk or was speaking to CRO. She told me I reached the switch board so I told her I was coming to ASMu in a couple of weeks and I wanted to know more about the pilot program. After 2 transfers I finally spoke to a manager .
I told him how excited I was about the program and asked about the list of activities which he did not have on hand but he told me a few of them. He told me he would email the list which I later posted.

Imagine my surprise when he went on to say that the pilot program was really about intent to get the guests to return.

Then he told they have more staff on hand so guests could check in quicker and were striving hard to have clean rooms ready when the guests checked in.

It kind of sent me for a loop because I think I said something like "that's nice and thank you for everything."

I agree these are things that Disney should having been doing all along.
I think the service has been eroding over the last few years and they do need to get back on track. I don't think the manager was advertising this attempt to fix it as a temporary pilot program.

I think maybe it just came out in the conversation.

JMHO

 

[EUROPACL]

I agree these are things that Disney should having been doing all along.
I think the service has been eroding over the last few years and they do need to get back on track. I don't think the manager was advertising this attempt to fix it as a temporary pilot program.

I think maybe it just came out in the conversation.

JMHO

Well that part of the story has changed.

 

[minnie61650]

Well that part of the story has changed.

Sorry, I think the story is the same.
I was just clarifying the conversation I had with the ASMu manager.

And yes, I was kind of shocked about the better customer service part of the program but I posted what I learned from that conversation hoping that with enough positive response the "suits" would get the message that good customer service is VITAL.
It should be something that guests who are staying at a Disney Resort can count on.
JMHO

 

[EUROPACL]

Sorry, I think the story is the same.
I was just clarifying the conversation I had with the ASMu manager.

And yes, I was kind of shocked about the better customer service part of the program but I posted what I learned from that conversation hoping that with enough positive response the "suits" would get the message that good customer service is VITAL.
It should be something that guests who are staying at a Disney Resort can count on.
JMHO

Since you've hyped this so much and in so many different threads I'm betting you're having trouble keeping track of what exactly your've said before..so I'll quote you. Where you answered the question differently before.

Originally Posted by EUROPACL
No you missed the point.

For one I think you're posting information about three totally different events and trying to connect them.

Is the "Pilot Program" the mess at the pools, the "increased" CM's (in the middle of summer I might add) or the phone calls from the manager? Or all three?

Wow how sad is your answer going to sound if you do what I hope you don't and say all three. Man I hope that I don't have to write Disney, call Disney or fill out a survey and thank them for staffing their resorts and doing the bare minumium that a resort should do for their guest...but looks like that is what its come down to.

Yes.
It is all three and more.
That is what the pilot program is all about. Not just the games and movies but better guest service.
Having more staff available at check in so guests can check in a more timely manner.
Having clean rooms ready at check in so guests do not have to wait until the late afternoon for a clean room.
Having more staff on hand so a guest can have any questions or concerns taken care of right away.
And yes, also the calls so guests will feel that the CM's really do care.


I was told they are getting the results from those surveys the next morning and actions are immediately being taken to correct problems or congratulate success.

I was told that this program is ending the end of September but if they get lots of good feedback they may extend this type of service to the other resorts as well.

I am really hoping they get lots positive response to this program.
I was told that so far there has been quite a bit of positive response from guests at All Star Music but the BC & YC has not been getting many responses.

My guess is not very many guests know this is a pilot program so they do not respond.

 

[minnie61650]

Since you've hyped this so much and in so many different threads I'm betting you're having trouble keeping track of what exactly your've said before..so I'll quote you. Where you answered the question differently before.

That is what I was told.
It does not mean I was not surprised.

 

[minnie61650]

Since you've hyped this so much and in so many different threads I'm betting you're having trouble keeping track of what exactly you've said before..so I'll quote you. Where you answered the question differently before.

I may not say it exactly the same but it still the same info I was told and am posting about.
I always tell like I remember it. Just not the same words sometimes.

I did not repeat the same thing every time because it did not need to be copied and pasted. I told it the way I understood it after my conversation with the manager.
I may condense some of it sometimes so I will not be repetitive . I like to make my replies more personal to reply to the person who asked a question.

You can make fun of me because I think surveys might work and you don't.

You can make fun of me because I enjoy staying at the values and watching the little ones face's light up the first time they see the giant Buzz Lightyear icon . Or when they are swimming in the Calypso at ASMu and getting squirted by Donald and friends. ( The Three Caballeros)

You can make fun of me because I even though I do love learning about the history of Walt Disney and his visions I may not be as knowledgeable about those things as you are.

But please do not question my honesty.
That just hurts me too much.