Anyone else notice low moral amon CM at WDW

[Dan Murphy]

Not everyone reads maps, I sure know Marie does not. I often ask CM's for directions also. CM's are also guides for the guests.

 

[Glenn]

I just got back from a week in WDW 12/7. I dont know about rude CM but seen some that werent doing much of a job. Remembered eating counter service in tomorrowland. Some rude family left all their trash over 2 tables. 2 or 3 workers that had the little brooms and dustpans were just standing against the wall talking. We ate our meal and they just talked & left the trash, maybe a good half hour. Also seen some nasty bathrooms early in the day. This is the first time ive really seen them that bad that early. just lots of little cutbacks.

 

[GAIL HAYDEN]

Originally posted by Dan Murphy
Not everyone reads maps, I sure know Marie does not. I often ask CM's for directions also. CM's are also guides for the guests.

Too true, Dan, I am somewhat mapped challenged, but, Disney maps never prove to be a problem. I mean, that is a big boat in the water, not too hard to see and you just aim for it.

Also, if one did CM did not work then I am sure there were others to ask. Calling someone bad because they did not speak English well enough for HW to understand is just not right.

 

[grinningghost]

During our August trip, I didn't run into any rude CM's, but I did see one really yucky bathroom in Tomorrowland. That was something I had never experienced before in the World. It was so filthy, I walked right out.

But on the flip side, I did run into a couple really magical, genuinely friendly CM's. One was Adrian - an amazing bus driver who entertained us the whole trip, and another, whose name escapes me, but he was from Vietnam and worked in the World of Disney Store at DTD. Those two guys made up for that one dirty bathroom.

 

[Dan Murphy]

Originally posted by GAIL HAYDEN
Too true, Dan, I am somewhat mapped challenged, but, Disney maps never prove to be a problem. I mean, that is a big boat in the water, not too hard to see and you just aim for it.

Also, if one did CM did not work then I am sure there were others to ask. Calling someone bad because they did not speak English well enough for HW to understand is just not right.

There are definitely places in DTD that Fultons would not be at all visible. If you were at Legoland or World of Disney, true, it is right there. However, if you were by Cirque, Bongos, HoB, or the like, then one would have no idea where it was. I know some people who never look at a mp, again, one right here in my family, Marie. I have never known her to look at a map, she always asks directions. As for language, I agree, a CM, hired to work at Disney World or Disneyland, here in the US, if exposed to guests in a general area (even if in a specific area of World Showcase), should speak the language native to the country, English. If I talk to a CM anywhere in the onstage area in those parks, I expect to be able to communicate. If I am in Paris or Tokyo, different story. JMO.

 

[GAIL HAYDEN]

Originally posted by Dan Murphy
There are definitely places in DTD that Fultons would not be at all visible. If you were at Legoland or World of Disney, true, it is right there. However, if you were by Cirque, Bongos, HoB, or the like, then one would have no idea where it was. I know some people who never look at a mp, again, one right here in my family, Marie. I have never known her to look at a map, she always asks directions. As for language, I agree, a CM, hired to work at Disney World or Disneyland, here in the US, if exposed to guests in a general area (even if in a specific area of World Showcase), should speak the language native to the country, English. If I talk to a CM anywhere in the onstage area in those parks, I expect to be able to communicate. If I am in Paris or Tokyo, different story. JMO.

It is illegal to discriminate, to not hire someone who does not speak perfect English is a form of discrimination. There is no official language in the US. As I said before, to label that CM as "bad" because HW could not understand her is wrong. I feel confident there were other CMs that could have told HW where to go.

 

[Dan Murphy]

True, no 'official' language here, however, good business sense to place employees who have contact with guests, most of whom will be speaking a particular language, who speak that same language, at least to a degree a relative communication. And true, I am sure there were other CM's to fill the job that was lacking on the part of the one of initial contact, however, the point was that this particular one left something to be desired, effective communication abilities with the customer.

 

[Lisa F]

Originally posted by honeywolf7
Bingo to what Doc Rafiki said......If working in the U.S. among guests (and especially if you're a custodial hostess who from what I understand have a great deal of guest interaction), you need to speak English well enough to help them.

If "custodial hostess" is a euphemism for "cleaning woman," I think a CM who does a good job at keeping up after the messes that the guests who are pigs make (have you seen people just drop their trash? have you ever gone to a restroom to find urine on the toilet seat? People can be so DISGUSTING) and maintains a cheerful attitude, even if her english isn't great, is still a pretty good CM. Now if you were talking about someone at guest relations, their job is to deal with guests. Someone who speaks perfect english and has a great attitude is probably not quite as likely to do one of the most menial jobs at WDW as someone who has many fewer options. Whenever I see someone on the custodial staff who has a smile for a guest I just have to think "wow, what a wonderful person who can clean up other people's messes and continue to smile." I don't think "wow, you'd be a heck of a lot better at cleaning up those messes if you spoke better english." Thank you to all of you "custodial hostesses" out there who keep the parks so clean and still have a smile for us guests, no matter what your first language is.

If it's not that, I'd like to know what one is. I've never had anyone show me to the next available toilet.

 

[GAIL HAYDEN]

Originally posted by Lisa F
If "custodial hostess" is a euphemism for "cleaning woman," I think a CM who does a good job at keeping up after the messes that the guests who are pigs make (have you seen people just drop their trash? have you ever gone to a restroom to find urine on the toilet seat? People can be so DISGUSTING) and maintains a cheerful attitude, even if her english isn't great, is still a pretty good CM. Now if you were talking about someone at guest relations, their job is to deal with guests. Someone who speaks perfect english and has a great attitude is probably not quite as likely to do one of the most menial jobs at WDW as someone who has many fewer options. Whenever I see someone on the custodial staff who has a smile for a guest I just have to think "wow, what a wonderful person who can clean up other people's messes and continue to smile." I don't think "wow, you'd be a heck of a lot better at cleaning up those messes if you spoke better english." Thank you to all of you "custodial hostesses" out there who keep the parks so clean and still have a smile for us guests, no matter what your first language is.

wonderfully said!!!!

If it's not that, I'd like to know what one is. I've never had anyone show me to the next available toilet.

 

[honeywolf7]

It is actually Disney policy that a CM who doesn't know the answer to a question is not allowed to basically just say "I don't know" but has to find someone who can answer the question.
Gail, it is illegal to discriminate based on certain things but command of the English language is not one of those things.

 

[Eeyore1954]

I wonder if part of the problem of low morale among CMs might be due to intolerant guests, some of whom may refuse to read maps and some of whom may be rude to CMs whose native tongue may not be English.

BTW, DTD is not that difficult to navigate. If one can follow a slightly curved walkway, one can find Fulton's easily. It's that HUGE white riverboat with HUGE signs with the name FULTONS embalzoned all over them. I walked out of Cirque one evening and just followed the path through PI and voila! There was Fultons. Didn't even need a map for it either.

 

[Miss Jasmine]

Perhaps Honeywolf it was you who could not understand her. To say a CM is bad because how she spoke english was not good enough for you is just sad. Disney obviously thought she was good enough to be "onstage". I wonder though where was this castmember you asked, was she just passing through and you stopped her?

 

[Dan Murphy]

Originally posted by Eeyore1954
......BTW, DTD is not that difficult to navigate. If one can follow a slightly curved walkway, one can find Fulton's easily. It's that HUGE white riverboat with HUGE signs with the name FULTONS embalzoned all over them. I walked out of Cirque one evening and just followed the path through PI and voila! There was Fultons. Didn't even need a map for it either.

You probably could say that of all WDW, Steve, if you just follow the road, you probably will run into it. Just drive, you can't miss the Magic Kingdom. Just walk, you can't miss the Castle. Just walk, you can't miss the Boardwalk. However, some people, for whatever reason, do ask where things are. It's 'getting directions'. And yes, us guys are not oft to that, LOL, we just drive or walk till we find it. May be simple for you, maybe for me, not for everyone. Some refuse to read maps, some just don't, some can't.

 

[honeywolf7]

I wasn't even close to being rude to her. The only people I'm ever rude to or ever get an attitude with are those in Customer Service positions that start off with attitudes towards me and the only thing she did wrong was not attempting to be more helpful or getting someone who could be more helpful (which is Disney policy.)
Personally, I'm not very good at reading maps. When I had an IQ test when I was younger, all of my scores on my skills except for Visual Perception (which is the one that I would say relates the most to reading maps) came out much higher than that particular score. The person doing the testing thought that it was probably related to a fractured skull that I got when I was 5.....I'm just glad that if I had to sustain some sort of damage from that, that's the area it was in. Usually, it's easy enough to ask someone directions if I get lost.

 

[DawnCt]

Originally posted by honeywolf7
I wasn't even close to being rude to her. is Disney policy.)
Personally, I'm not very good at reading maps.......... Usually, it's easy enough to ask someone directions if I get lost.

What I think is SAD Honeywolf, is because Disney hired someone who was SUPPOSED to be bilingual, but didn't know enough English to clearly communicate directions, YOU have to explain a child hood injury. Her English skills should have been better. You shouldn't have to explain or apologize. I have noticed a big difference in customer service over the years. Some guests are always intolerant and rude, that goes with the territory of dealing with the public but Disney CM's used to be more "up to the job" of dealing with them. Even a few years ago I was waiting at a marina and Dixie Landings and the CM was railing on and on about "customers waiting in line at a fake marina to ride on a lousy boat on a fake river", along with a plethora of complaints about Eisner. I am sorry he isn't "happy" but it is my vacation and if I want to wait at a fake marina and float on a fake river, its my money. I reported him.

 

[coliebird]

I just returned Saturday from a week in the World and I encountered nothing but nice, helpful cm's everywhere I went, esp. at the Animal Kingdom Lodge. Every single person that worked there went out of there way to be friendly and helpful.

On the other hand, I did notice how rude other guests have become. They push and shove to get two feet ahead of you and forget getting a thank you when you hold a door for someone, you don't even get a glance.

 

[JAP]

We mostly had wonderful CMs who smiled and talked to our children. I remember them being a little more friendly in 2000 but we stayed in DD this time around so we had a different group outside of Disney employees.

I am with coliebird. We did notice the behavior of fellow vacationers and guests was a lot more rude. I encountered a great deal of shoving and pushing while at MGM. But I have been encountering a lot more of that behavior on the whole even here.

On the other hand we did encounter some nice folks for the Spectromagic Parade. We were behind quite a few adults who were standing behind their seated children. One couple offered to move out of the way so DD could sit and watch. They were very nice.

 

[WDWisTheBest]

May I add that we have found the cast members to be helpful and friendly as usual.

However, we have also seen more visitors who are rude and obnoxious to other visitors and to cast members. I could understand if cast members would get very tired of being treated badly by visitors to WDW.

I have no answer to why visitors are getting more rude. It just seems that visitors are not as friendly as they once were. This is particularly true for the parades and when waiting in lines for restaurants.

 

[Lewski709]

I am actually wondering if this CM knew more than she let on. Sometimes people are "bothered" by other people asking questions. Regardless of if she was a Disney "custodial hostess" or a Disney "monorail operator" she should be able to speak and understand English.

While there are positions in Disney that require fluency in "other" languages, English is a requirement when dealing with the English speaking public. Bi-lingual or tri-lingual or more is a bonus.

While there ARE maps, could this CM speak well enough to help the guest get a map/direct them to a directory or map?

Discrimination discreption: "There are broad-sweeping federal laws that prohibit discrimination and harassment against individuals on the basis of race, color, national origin, sex, religion, disability, pregnancy, and age, among other classifications, in a variety of situations."

This found at www.aclunc.org/language/lang-report.html

"An employer may not deny a person an employment opportunity because that person is not proficient or fluent in English, unless the job

1) actually requires some English language skills; and

2) the person does not possess the particular type and level of English language skill required to do the job. (26)

In many cases, of course, doing a job successfully will actually require a certain degree of proficiency in English. This is the case where the job, for instance, involves composing documents, reading and understanding complicated written materials, or communicating regularly with the English-speaking public.

However, if a person is told that she does not qualify for a position because she is unable to speak or read English well enough, but the position is one which requires little or no communication skills -- for example, a job as a night custodian or on an assembly line where the work is routine or individualized in nature -- she may have a strong claim of language discrimination. Moreover, even if the job requires some English proficiency, an employer cannot require a higher level or different type of proficiency than the job actually requires, thereby disqualifying otherwise qualified individuals.

There are many ways in which an employer may claim that a person does not know enough English for the job in question. Some employers will simply assert that based on past job performance, the employee or applicant does not understand English well enough; others will use a test that purports to measure English proficiency."

Sorry, your experience was not as pleasant as previous trips.

 

[Eeyore1954]

Originally posted by Lewski709
I am actually wondering if this CM knew more than she let on. Sometimes people are "bothered" by other people asking questions. Regardless of if she was a Disney "custodial hostess" or a Disney "monorail operator" she should be able to speak and understand English.

I've never encountered a CM at WDW who could not speak and understand English.

However, I have encountered too many guests who could not speak or understand English.

Sometimes all it takes is a little bit of patience, which unfortunately seems to be in short supply with too many guests at WDW.