Do you want shorter lines at check in and room ready at check in ?

[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.
-----------------------------------------------
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 other resorts....
If you have been unhappy wit 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 Disney's 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!

 

[micmacmissy]

It's about time. Last time we were at Disney, we had a 2 bdrm concierge suite at the GF for $1,500 a night.

Despite being in concierge, or a suite, check in staff could not be bothered. When we got there, we were told our room wasn't ready, that it was being cleaned. Fine. So we waited. And waited (this was after 4pm, by the way). Finally after about 60 minutes we asked for a manager...who came over and said the previous guests "absolutely trashed" the room, and it would take the crew a good two hours to clean this horrible mess. I found this hard to believe (and unprofessional that she would rat out other guests).

Finally after over TWO HOURS they sent us to our room (no personal escort there), and we ran into the cleaning staff. One of the cleaners said, "We're so sorry--housekeeping is very busy today." I said, "And someone trashed the room, huh?" She looked at me with utter confusion and said, "No...we just got here 1/2 an hour ago...but we worked as fast as we could."

Not her fault....but what horrible hotel managers! To make up stories and lie to guests (and blame their shortcoming on a previous guest)...we found this to be ridiculous.

They need to do something.

 

[WillCAD]

I'm not sure I'm following, Linda. Let's see if I've got this right:

The pilot program is designed to encourage repeat visits from Guests by giving them better customer service at check-in.

The program includes:
1) More check-in staff to make check-in go faster
2) More Guest Relations staff to answer Guest questions and concerns at check-in
3) More rooms cleaned and ready first-thing in the morning so that Guests can get to them immediately
4) Various poolside activities at the resort so Guests who do have to wait for a room can have fun without going to the parks

Am I leaving anything out?

My opinions:

Sounds like nothing more than a return to the most basic and most important values that Walt constantly harped on at Disneyland - Guest relations, Guest satisfaction, and Guest happiness. It's not adding anything extra at all, but merely restoring some important stuff that has been gradually eroded over the years by cost-cutting and bean-counting.

Nos. 1 & 2 sound great, No. 3 sounds great but impractical, No. 4 is great and sounds a lot like the sail-away parties on the Disney cruise ships.

 

[Cindy B]

Why weren't the surveys there after my horrible POR experience?

That sounds great!

 

[minnie61650]

I'm not sure I'm following, Linda. Let's see if I've got this right:

The pilot program is designed to encourage repeat visits from Guests by giving them better customer service at check-in.

The program includes:
1) More check-in staff to make check-in go faster
2) More Guest Relations staff to answer Guest questions and concerns at check-in
3) More rooms cleaned and ready first-thing in the morning so that Guests can get to them immediately
4) Various poolside activities at the resort so Guests who do have to wait for a room can have fun without going to the parks

Am I leaving anything out?

My opinions:

Sounds like nothing more than a return to the most basic and most important values that Walt constantly harped on at Disneyland - Guest relations, Guest satisfaction, and Guest happiness. It's not adding anything extra at all, but merely restoring some important stuff that has been gradually eroded over the years by cost-cutting and bean-counting.

Nos. 1 & 2 sound great, No. 3 sounds great but impractical, No. 4 is great and sounds a lot like the sail-away parties on the Disney cruise ships.

Yes, as I said besides the activities and movies this program is pretty much resoring some the guest services that have eroded over time.

I do feel it is a step in the right direction and if we let WDW know we really do want better service maybe they will step up to plate and restore the services that were cut back the last few years.

JMHO

 

[wdwcoltsfan]

Linda, thanks for the update! I had no idea they were doing this.

However, as mentioned before, this seems like simple good customer service. I can't figure out why it's a "pilot" program? This seems like something that should be instituted at every resort and shouldn't depend on customer feedback in order to continue. Am I missing something?


Rachel

 

[Poohbear123]

Along with a family with a 12 year old DD. She LOVES the Game room at ASMU better than Sports, due to the fact that: They have a CM there that has games where if you come in 1st 2nd or 3rd you get prizes...needless to say, she racked up! NOTHING like this was going on at Sports. Also, they had a game going on at the main Pool that looked like Fun, and I wish I had stayed at Music. I hope they continue this program, as it looks like it would be great for business, and hope they expand it to Sports!

 

[Mike©]

Now this is silly!!!!!

Walt Disney World, a place that built it's reputation on guest service and customer satisfaction then over time has cut it ALL. Now they need a survey to find out if customer service and satisfaction is important to us????

Just another sign that Disney will spend money on anything except the things that count like staff, housekeeping, ride operators.

Silly, just plain silly!

 

[mayesq]

Now this is silly!!!!!

Walt Disney World, a place that built it's reputation on guest service and customer satisfaction then over time has cut it ALL. Now they need a survey to find out if customer service and satisfaction is important to us????

Just another sign that Disney will spend money on anything except the things that count like staff, housekeeping, ride operators.

Silly, just plain silly!

I completely and totally agree with this!!

 

[BrianD]

Thanks Linda for the update.

My guess is that perhaps they have not received much feedback from guests at YC/BC because that sort of thing should be considered STANDARD for a deluxe resort and guests assume it is normal.

Again, why does good customer service require a pilot program? Now the activites part of it makes sense. Based on participation they could determine whether or not to keep those.

 

[Pirates4me]

I agree with Mike. I seems that the more money you spend at Disney the less you get. We have a DVC memebership and during our weeks stay at OKW we only got our room cleaned once. When we used to stay at the AS resorts, our beds were made and room tidied up daily. I almost would rather stay at the ASr's
Pirates4me

 

[Mickey'sfriend]

We had similiar issues checking in at POP this past January. We had reserved 3 rooms for 2 nights each after our Disney cruise. We arrived at POP by about 9am and did not expect to get our room, but had been told we could check in. We were told to call after 3 pm to get our room number. I called at about 8pm (we spent the day in the MK) and got a very rude person who couldn't be bothered by such things as checking to get me my room #. She simply stated no rooms were ready for check-in. I told her it was several hours after check-in time and inquired politely why a room wasn't ready. This certainly wasn't too much to ask. I hung up and tried again and got another person who check for my room number and stated it wasn't ready. I again told this person that it was several hours after check-in time and we had already checked in almost 12 hours before. I politely told her I was in route to POP and expected a room when I arrived because I had 3 small children who were very tired. I was willing to switch to a room that was ready. (This was early January..... trust me they weren't full. I know some room in that place was clean and ready!!) She put me on hold and finally gave me room number. My mother and sister could get nowhere with POP on the phone. They were just told no rooms were clean and ready. Well when we arrived at POP my mom and sister were again told no clean rooms ready (rather rudely again). She asked to see a supervisor immediately and was hit with more rude comments from the CM. By this time she was furious and when the supervisor approached her, she mearely apologized for the mix up and stated all 3 rooms were certainly ready. MIX UP?? By this time we had spoken with several CMs who really didn't seem to give a hoot about getting us our rooms almost 6 hours after check-in time. Disney definitely needs to improve their resort customer service!!!!

 

[BrianD]

We had similiar issues checking in at POP this past January. We had reserved 3 rooms for 2 nights each after our Disney cruise. We arrived at POP by about 9am and did not expect to get our room, but had been told we could check in. We were told to call after 3 pm to get our room number. I called at about 8pm (we spent the day in the MK) and got a very rude person who couldn't be bothered by such things as checking to get me my room #. She simply stated no rooms were ready for check-in. I told her it was several hours after check-in time and inquired politely why a room wasn't ready. This certainly wasn't too much to ask. I hung up and tried again and got another person who check for my room number and stated it wasn't ready. I again told this person that it was several hours after check-in time and we had already checked in almost 12 hours before. I politely told her I was in route to POP and expected a room when I arrived because I had 3 small children who were very tired. I was willing to switch to a room that was ready. (This was early January..... trust me they weren't full. I know some room in that place was clean and ready!!) She put me on hold and finally gave me room number. My mother and sister could get nowhere with POP on the phone. They were just told no rooms were clean and ready. Well when we arrived at POP my mom and sister were again told no clean rooms ready (rather rudely again). She asked to see a supervisor immediately and was hit with more rude comments from the CM. By this time she was furious and when the supervisor approached her, she mearely apologized for the mix up and stated all 3 rooms were certainly ready. MIX UP?? By this time we had spoken with several CMs who really didn't seem to give a hoot about getting us our rooms almost 6 hours after check-in time. Disney definitely needs to improve their resort customer service!!!!

Real classy. That is ridiculous. Especially the 8:00 PM and rooms not ready yet. That is absurd and should be worthy of a free night. How can you charge full price for a room and not have it available until after 8:00 PM???

Maybe Disney needs to do some more outsourcing.

 

[Cool-Beans]

I don't think they should have the kind of lines they sometimes have for check-in. The wait is just too long, IMO. Not having long lines at the desk isn't something I'm going to applaud them for. IMO, that gets stuck in the "High Time" category.

It would be nice if the room were ready when I got there, but I can wait. Heck, people aren't always out of their room until 11:00 or 12:00. I'd rather have a clean room that I wait for than a dirty-ish one that is ready whenever I show up.

I couldn't care less about pool activities, but think that is great for people who would enjoy them!

If your room isn't ready by the time they've promised it, they should buy you dinner and give you fastpasses or something!