Actually, they are being
underpaid to deliver that service, and the job is more difficult than ever, thanks to the new tech crap Disney is trying to force down everyone's throat (open wider, please...).
I have read many times that, in Walt's day, working at
Disneyland was a
career choice. Today, the company has huge financial resources, but treats their employees like burger flippers at McDonald's. This is a company that (in the past) earned a sterling reputation for customer service, but underpays and undertrains their staff, and does a poor job of recruiting. Of course, how can you recruit the best service people when they will be underappreciated, overworked and barely earn a living wage? The best potential CMs will go elsewhere, for a
real job.
I used to work frontline with homeless people and at-risk families. And I can assure you, it was hard to be perky and sympathetic at times. But that was my job. Just like any job where you are the face of the charity, government agency or company and have to come into contact with people who have complaints, grievances and just plain old bad days. If your priest got tired of hearing confessions, I think you'd find that ridiculous. Just so the CM who doesn't want to hear that somebody missed their fp because their ADR ran late...again.
Having said that, I worked 2 jobs frontline -- left the first after 2 years because there was no support from the boss. I stayed at the second until the church that housed our offices was closed and I still keep in touch with my bosses. They were the ones who knew how hard my job was and they were the ones who forced us to take breaks, sometimes before we needed them. Sometimes it was 5 minutes, sometimes it was a day or a week. They also brought me food at meal time because some times I was so busy I forgot to eat.
So yes, the CMs really aren't allowed to have a bad day, or at least to show it. But I will say they aren't getting much support -- so many of them are dealing with FP+, etc when that isn't even their job. I was at Concierge one day to get directions (i was the only one not booking FPs) and heard one comment "hey, did you notice they added a FP+ button to our computers?" Another said "yeah, they don't tell us anything".
And while it may suck to be a family standing in the check-in line for what seems like forever, I have to wonder why it takes about half an hour now for each family to check in, even if they have checked in online before arriving. I didn't see anything the CM did to make it take longer, but it took a lot longer than previous years. No doubt this must be frustrating for everyone.
We actually didn't have any cranky CMs -- just not as happy as I remembered, like somebody said it seemed like they were in survival mode.
What I wrote was the following: "if Disney starts making the parks all about smart phones, we might as well just stay at home..."
I didn't say that has happened yet, but I do think the current trend is not good. Theme parks should be an escape from the outside world. You shouldn't need a gizmo to get through your theme park day. For those of us who don't want or can't afford the gizmo du jour, Disney has an obligation to have the resources in place, right there in the park, to meet our needs.
On a related topic, I hear that some of the Disney resorts now refuse to give you a room key as a backup to the infernal MBs. Is that a vote of confidence that the MB never screws up? They are leaving people high and dry, because we are reading countless reports from posters that the damn things do screw up, and quite often.
In the past, if your room key wasn't working, they could give you another one in no time. Now, if they refuse to give you a backup to the MB and it fouls up, you're stuck tinkering with the damn MB until/if it ever decides to work. They can't just give you a replacement MB, right?
We had 2 resort stays on our trip and I asked for cards both times. I was told they didn't have the cards so it was no longer an option.
But... our RFID cards took a few tries to get them working so we could get into our resort room last year. So it's not just the bands. The bands, though, are hit and miss. Some work better than others, some scanners work better than others, and sometimes it seems like the system just isn't cooperating.
, ..... can't stop..... 
Do I think there are people who will embellish or fabricate stories on the Internet? Yes, I do. Do I think the OP is one? I don't really know. What I said was that without having much of a frame of reference I didn't have much to say to defend or deny that position and that I do think it's possible to have housekeeping problems at any property at any time. 
