Disney Contracting Out

[drakethib]

Outsourcing is a touchy subject for many people.

There are times when outsourcing is good for both the company andthe contract company.

Many companies gte too big and there is too much paperwork and all around BS to get a job done.

I have seen where jobs are outsourced and the once company employees now work for the contract company and are receiving higher wages and better benefits. This is not in all cases, but it does happen.

 

[all5ofus]

I hope this noes not become the excuse for inferior service.

I've seen many threads on the DCL board complaining about the prices or the service in the spa on the ships. Every time people are quick to chime in that the spas on the Magic and Wonder are not run by Disney but by an outside service so it is not a Disney issue. People forget Disney ownd the ships and is ultimately in control of the spas. If they did not approve of a service or activity it would be changed.

I hope this does not become the excuse for a reduced level of service - "I'm sorry sir, but there is nothing we can do about that, these are not Disney employees. They are an outside company."

 

[Chuck S]

I hope this noes not become the excuse for inferior service.

I've seen many threads on the DCL board complaining about the prices or the service in the spa on the ships. Every time people are quick to chime in that the spas on the Magic and Wonder are not run by Disney but by an outside service so it is not a Disney issue. People forget Disney ownd the ships and is ultimately in control of the spas. If they did not approve of a service or activity it would be changed.

I hope this does not become the excuse for a reduced level of service - "I'm sorry sir, but there is nothing we can do about that, these are not Disney employees. They are an outside company."

I wonder if the spas on the ships are operated by the same company that operates the hair salons and spas at WDW? We have no complaints of their service at WDW...they are pricey, though...but that is to be expected.

 

[tjkraz]

According to MousePlanet.com, the outsourcing situation has apparently been either misreported or misunderstood. The jobs being outsourced are baggage HANDLERS, not bell services:

"Bell services at Deluxe, Moderate and Disney Vacation Club (DVC resorts will continue to be handled by Disney cast members."

Full article here:

http://www.mouseplanet.com/articles.php?art=wd061127mg

 

[bags6490]

I bet when all is said and done the same people we know and love working BH at the various resorts will still be there, just getting a pay check from someone other than the mouse. Now the big question is how much rates will go up in a year or two.

 

[LIFERBABE]

I wonder if the spas on the ships are operated by the same company that operates the hair salons and spas at WDW? We have no complaints of their service at WDW...they are pricey, though...but that is to be expected.

No they are different companies. I like the service better at WDW than on the ship too.

Well that is good news that Bell Services is not being contracted out.

 

[Mickmse2002]

We generally move all of our own luggage so isn't directly an issue for us. With as many complaints on these baords about rude CM's I wouldn't necessarily think outsourcing some positions is necessarily a bad thing.

 

[tjkraz]

Now the big question is how much rates will go up in a year or two.

There is no better justification for this move than saving a few dollars. Disney has a lot more cash resorts (and guests) than DVC, thus Disney has nothing to gain by negotiating a deal that will hurt them in a year or two. I'm sure the terms of the agreement are favorable to Disney well beyond 2007.

 

[Simba's Mom]

According to MousePlanet.com, the outsourcing situation has apparently been either misreported or misunderstood. The jobs being outsourced are baggage HANDLERS, not bell services:

"Bell services at Deluxe, Moderate and Disney Vacation Club (DVC resorts will continue to be handled by Disney cast members."

Full article here:

http://www.mouseplanet.com/articles.php?art=wd061127mg

Whew! I'm so relieved to hear that. The nicest CM I've ever met was a bell services person at BCV. I can't remember his name, but I know he's been there every time I've gone since 2002.

 

[TheRustyScupper]

Whew! I'm so relieved to hear that. The nicest CM I've ever met was a bell services person at BCV. I can't remember his name, but I know he's been there every time I've gone since 2002.

1) A cute story, but deceptive, as many press releases are.
2) Yes, Baggage Handlers are being outsourced.
3) But who do you think are baggage handlers?
4) Bellmen (or Front Desk folks at some resorts).
5) Bellmen handle two types of luggage
. . . bags brought by guests
. . . bags delivered via Magical Express
6) In addition to hourly pay, bellmen get
. . . tips from guests for luggage assistance
. . . $4 per room for delivering Magical Express luggage to the room
7) So, outsourcing reduces the number of bellmen. *

* WDW has not hired full time bellmen on quite a while, only part timers. Part timers do not get the good benefits, such as good health insurance.

 

[DisDaydreamer]

We never have used Bell services so I can't say I am troubled in particular, but I am troubled that in general Disney is outsourcing more and more. I noticed in VB this year that the grounds maintenance and pest control was outsourced. It just seems like the Disney quality is lost when Disney is not performing the function.

 

[sjdisneywedding]

They probably have a very good reason to be concerned about the bottom line. After all, the company is paying people $25 per hour for a job that others are ready, willing and able to perform for $8 per hour. Hmmmm.

Theres always someone willing to work for less and a better bottom dollar doesnt necessarily mean a better end product

 

[sjdisneywedding]

Outsourcing is a touchy subject for many people.

There are times when outsourcing is good for both the company andthe contract company.

Many companies gte too big and there is too much paperwork and all around BS to get a job done.

I have seen where jobs are outsourced and the once company employees now work for the contract company and are receiving higher wages and better benefits. This is not in all cases, but it does happen.

yes but usually higher wages only come with very specialized skills or if a company needs to add something new and specific in a small number.

this a joke, they will probably save money on each of these lower positions and then pay an executive 100k a year to be the 'manager' between Disney and the outsource company

 

[tjkraz]

Theres always someone willing to work for less and a better bottom dollar doesnt necessarily mean a better end product

Nor does paying someone $25 per hour mean that they will do the job any better than someone earning a third of that.

this a joke, they will probably save money on each of these lower positions and then pay an executive 100k a year to be the 'manager' between Disney and the outsource company

It amazes me how little faith some folks are willing to place in Disney. Yes, let's all just assume that this is a half-baked idea and that Disney doesn't have the good sense to address any of the drawbacks thrown out by the obviously superior minds on an Internet message board.

Given that decisions like these will have direct impact on room rates at cash resorts and dues for DVC members, I'm amazed that people with so little trust in Disney's financial analysis (not to mention the impact on guest satisfaction) would even consider buying into DVC.

If I recall correctly, one of the first positions outsourced was that of night cleaning staff at the resorts. That was about 18 mos ago. Anyone have any less-than-magical encounters with the night custodial staff at the resorts? Seems like one of the biggest sources of complaints are those levied against the daytime housekeeping CMs (sub-par cleanliness, utensils missing, burned-out light bulbs, bugs, etc.)

IMO, the entire debate is laughable because:

1. There are good and bad CMs on Disney's payroll.
2. There are good and bad outsourced employees working at WDW.
3. Most guests will never be able to tell the difference.
4. Most guests will rarely be able to make any wholesale judgements about one group or the other. A bad interaction with an outsourced employee does not mean they are all bad in the same way that a good interaction with a CM does not mean they are all good.

This kind of stuff just isn't worth losing sleep over. We pay Disney to manage the resorts. I'm not going to nit-pick this sort of executive-level decision any more than I would walk into the kitchen at my favorite restaurant and question the chef about how he plans to prepare my meal. My judgements are based upon the end product.

 

[dumbo71]

Wow!!!! Yet another example of WDW and DVC's cost cutting. Yet many here insist things haven't changed.

 

[dumbo71]

It amazes me how little faith some folks are willing to place in Disney. Yes, let's all just assume that this is a half-baked idea and that Disney doesn't have the good sense to address any of the drawbacks thrown out by the obviously superior minds on an Internet message board.

That quote strikes me as so funny coming from you.


People like you are what Disney banks on. " If Disney does it then it must be right." You are questioning why people are questioning Disney? I have the reverse question for you : What gives you so much faith that Disney has all the answers and always pushes the right buttons?

Correct me if I'm wrong but doesn't Disney outsource housekeeping now? Now haven't we seen an increase in complaints due to housekeeping issues? Have you noticed a decline in cleanlines throughout the parks and resorts? Now Chuck seems to blame that on todays sloppy guests, I disagree. It directly coincided with the cost cutting measures we've seen of outsourcing help and cutting staff. Doesn't seem like that was such a good idea to me.

I see nothing wrong with people being a little skeptical about the recent outsourcing Disney is doing.

It isn't always about saving a buck.

 

[sjdisneywedding]

Nor does paying someone $25 per hour mean that they will do the job any better than someone earning a third of that.



It amazes me how little faith some folks are willing to place in Disney. Yes, let's all just assume that this is a half-baked idea and that Disney doesn't have the good sense to address any of the drawbacks thrown out by the obviously superior minds on an Internet message board.

Given that decisions like these will have direct impact on room rates at cash resorts and dues for DVC members, I'm amazed that people with so little trust in Disney's financial analysis (not to mention the impact on guest satisfaction) would even consider buying into DVC.

If I recall correctly, one of the first positions outsourced was that of night cleaning staff at the resorts. That was about 18 mos ago. Anyone have any less-than-magical encounters with the night custodial staff at the resorts? Seems like one of the biggest sources of complaints are those levied against the daytime housekeeping CMs (sub-par cleanliness, utensils missing, burned-out light bulbs, bugs, etc.)

IMO, the entire debate is laughable because:

1. There are good and bad CMs on Disney's payroll.
2. There are good and bad outsourced employees working at WDW.
3. Most guests will never be able to tell the difference.
4. Most guests will rarely be able to make any wholesale judgements about one group or the other. A bad interaction with an outsourced employee does not mean they are all bad in the same way that a good interaction with a CM does not mean they are all good.

This kind of stuff just isn't worth losing sleep over. We pay Disney to manage the resorts. I'm not going to nit-pick this sort of executive-level decision any more than I would walk into the kitchen at my favorite restaurant and question the chef about how he plans to prepare my meal. My judgements are based upon the end product.

Theres always the possiblity of a bad apple in any group, but when hired, trained, and employed by Disney the staff are IMO typically going to fit the mold a little better and if they stray they are more easily brought back in. Just because the nightly cleaning staff(boy thats an important CM as far as interacting goes) hasnt had problems doesnt mean they are on par with what Disney employed staff would be.

Im sure Disney thinks they know what they are doing--they are trying to make more money. We will see if it works-sometimes spending less doesnt equate to making more.

 

[tjkraz]

People like you are what Disney banks on. " If Disney does it then it must be right." You are questioning why people are questioning Disney? I have the reverse question for you : What gives you so much faith that Disney has all the answers and always pushes the right buttons?

That is not representative of my attitude at all.

I have faith that Disney knows the quality of the experience is what brings guests back to Disney over and over again. I have faith that Disney has actually examined these changes from every angle and built-in guarantees to insure that they still can control the quality of service when necessary. I have faith that Disney will take corrective action if their oursourced vendors are not providing the level of service expected at a Disney establishment.

I also have faith that Disney will take steps to reduce operating costs and streamline operations when necessary. Maybe it's just me but I can think of nobody better qualified to oversee the transportation of tens-of-thousands of guest bags DAILY from airport to resort than a company whose sole purpose is to provide that service.

Just because Disney hires a college-educated individual, calls him/her Vice President of Baggage Handling, and gives him/her an 8-figure annual budget doesn't mean that they can oversee the operation in-house any more professionally or efficiently than an outside firm with that specific area of expertise.

My take on this is simply to let Disney do their jobs and make my judgements based upon the finished product. If Disney proves unable to provide the level of service that I expect, I will spend my money elsewhere. Period.

As a customer, I'm in no position to pass judgement on their business decisions. Just because I want to buy a pound of hamburger doesn't give me the right (nor make me qualified) to tell the butcher how to kill the cow.

I'm not going to waste my time getting all up-in-arms about something that is completely beyond my control.

Correct me if I'm wrong but doesn't Disney outsource housekeeping now?

Not the employees who clean the guest rooms. Over a year ago Disney outsourced the night cleaning staff at the resorts--people who handle things like carpet cleaning and floor polishing that occurs during the third shift. More recently Disney announced they were outsourcing a couple hundred additional cleaning positions--but none of these moves impacted staff that clean guest rooms.

Now let me ask you a question (maybe two): What is your independent measure of success vs. failure of these administrative changes? And if you think Disney deserves to held accountable for such decisions, what are you going to do about it?

 

[Sammie]

I agree with TJ, for one thing, many of the people concerned about the outsourcing and complaining have not even experienced it.

I am sorry I value many of the opinions here but until I experience something for myself, my judgement is still out.

If I find the new service to be unacceptable I will certainly let the proper departments know, until then I have no reason to predetermine it's lack of success.

 

[dumbo71]

My take on this is simply to let Disney do their jobs and make my judgements based upon the finished product. If Disney proves unable to provide the level of service that I expect, I will spend my money elsewhere. Period.

Now let me ask you a question (maybe two): What is your independent measure of success vs. failure of these administrative changes? And if you think Disney deserves to held accountable for such decisions, what are you going to do about it?

In answer to your last question I'd do just what you would do, spend my money elsewhere.

My measure of success with the changes is based on my experiences as a guest at WDW and DVC Resorts.

I'm willing to wait and see, but things are slipping IMO so any new changes are viewed with a skeptical eye.


Edit: I would love to belive what you believe. I long for the days when I had full confidence in WDW and DVC.