From now on I will never tell them I'm on the dining plan again....

[imthatgirl]

In all of my meals at Disney, I have not experienced the servers trying to upsell, which is sort of strange. You would think that Disney would be all over that.

When I began serving (circa 1990), I had the good fortune of being trained by someone who is a master at quality service. She explained that a good server is almost invisible. You do not even know that he or she is there, but somehow your drinks are magically refilled and your food magically appears before you. She taught me to anticipate and meet a customer's needs before the customer even realizes that something is needed.

She also taught me that customers dining at the restaurant want to believe both the food and service are excellent. Therefore, to do or say anything that indicates otherwise, is to disappoint the customer. You should be proud of the product that the restaurant sells and offer it to customers, because you are proud of it. Every customer should be encouraged to order appetizers, soup, salad, entrees, dessert, and beverages, because those things are special and will add to the customer's experience.

If you offer these items because you sincerely believe in them, no customer will feel as though you are trying to jack up the bill. Of course, customers should not be pressured if they decline. But to not offer something to a customer is to not look out for their needs, and customers will feel slighted.

I am surprised that servers at Disney do not upsell more often. It rarely happens unless I am at a signature dining (and often, it does not even happen then). Truthfully, as long as it is handled respectfully, the upsell is a mark of good service. I am there at the restaurant to spend money, and if the restaurant does not offer me the best of what they have, then I am disappointed.

I ihre and train servers and we use these principles. These are all the basics. One thing I teach is to educate guests. No one likes to be "sold", but everyone who comes into the building is there to spend money. there are lots of clever ways to sell a product without "selling" it.
I think it's poor service to not be informed of all the options on the menu. Obviously no one wants a walk through of the entire menu, but to mention your favorite drink or appetizer and dessert is like you said the mark of good service. So when I dine and I am not suggested anything at all, It's a sign that the server can't be bothered.
Even in WDW I find this happens, as it should. At Whispering Canyon they talk about the shakes in so many flavors. At Ohana it's the dessert, they even walk you by it at the beginning of the meal(hands down the best way to sell dessert) same thing at Captains Grille. Our server at Coral Reef was the first experience I have had where there was no mention of "something good"(tell them something good should be the first thing a server does). Well to us there was no mention of anything. To the diners around us she had tons to say. now anyone can tell me that it wasn't because we were on the plan, but what else could it be? The other tables she greeted, took drink orders and then came back. Us, we sat there for about 7 minutes(I teach you never leave a person sitting there for more then 60 seconds without acknowledgement) then she came to us and asked us what we wanted to drink, what meals we wants and our desserts. The first thing out of her mouth was "I see you're on the dining plan"...not even hello. It was horrible. I don't and won't believe that that is how Disney wants them to treat guests, to not even engage them. Because I saw her engage other. I am left to only believe it was the fact that we were on the dining plan that caused this.

 

[imthatgirl]

You care about the guests you serve but see it as your job to jack up their bill as much as possible? Sounds like a top notch server to me!

I understand why CMs wouldn't offer an appetizer to those that are on the regular plan. Some (many) aren't aware of what's included and get mad when they are later charged. I'm sure its happened on more than one occasion where a manager may have removed the charge for the appetizer and offered some excellent Disney customer service because they were unaware that they'd have to pay extra for that appetizer their server was offering. If someone wants an appetizer anyways they'll speak up and order it. As far as the dessert thing, on a board that encourages people to ask for their buffet checks at the beginning of the meal to avoid having to wait for it at the end, some may be thrilled to get their dessert ordered early so their bill is ready to go when they are.

Of course your job is to sell. to read you guests and sell them what they need. I raise a family on what I make as a server. I am excellent at my job because I understand it.
If a server can not offer an item and get across to the guest what is covered on the plan then they surely need to be retrained.

 

[psindone]

I have been using the DxDP for years. We eat at alot of signature restaurants and also the ones that are not. Each server that I have had over the years will go thru the plan as soon as they are aware that we are on one. I do like to order wine with my meals and sometimes a drink. I always let our server know that I would like a seperate check for all items not on the plan. I have never had a problem. Only speaking for myself I would have to say that I never felt treated any different on the plan than without it.

The only restaurant I did find this was at the sci-fi. Everytime I have been there the server wants to know my dessert order when I first get there. I also don't like this. I feel that they want to make sure I order it so that the bill is larger so therefore the tip will also be. Even though I am on the DxDP I don't always order dessert. I won't order it just because it is included. I don't feel the need to stuff myself just because it's already paid for.

Overall I have had wonderful service for the 25+ years that I have been going to Disney. If I did not feel that the service was great I would not have been going back all of these years. It is my vacation after all and isn't that what your looking for when it's time to relax.

 

[mom2of2]

Other restaurants that I have worked at I have been encouraged to upsell both food and alcohol and upsell I did....Disney isn't that way...The meal plan changes all of that. It's just as another poster mentioned, if I offer something extra, guests tend to believe it's covered...and then when it's not, the manager gets involved and my upsell just went south...I not only get a void but now I have an angry guest who just left me a lovely non-tip. I will continue to spiell what is coverered and what isn't at every single table on every single shift. Why? because guests that don't scour the boards or do their homework are totally uninformed. They simply check in and head to get something to eat. All they know is they paid for their food already and are hungry. They don't take the time to read the paperwork to see what is included. So I go through it. If a guest is familiar with how it all works then my lesson is short. The other day I had such a table. They had done the plan before and stopped me from explaining. They each ordered 2 drinks...check was presented, 2 drinks denied and they had a balance due. Guest was not happy that the extra drinks were not on the plan (not anymore!)....cash was left for the amount of the drinks. peroid. So I ate that one. My fault? nope, I tried to explain but was cut off before I could say 1 drink, 1 entree (breakfast).

I can and do spiell whatever menu items are covered under a plan. Call me a bad server....un caring server or whatever you want. If I was working in a non-Disney restaurant I'd be offering an upsell on chocolate milk! Being a server at Disney is different then any other restaurant that I have ever worked and I've been in the business for 30 years.

ETA: I would say 80% or more guests have no idea at all about the dining plan from what they are entitled to, what type of plan they are on or if the tip is included or not. If I had a dollar for every table that asked me if this was quick service meal I wouldn't have to work anymore. Informed guests are very much the minority

 

[OllieDannyandMe]

Other restaurants that I have worked at I have been encouraged to upsell both food and alcohol and upsell I did....Disney isn't that way...The meal plan changes all of that. It's just as another poster mentioned, if I offer something extra, guests tend to believe it's covered...and then when it's not, the manager gets involved and my upsell just went south...I not only get a void but now I have an angry guest who just left me a lovely non-tip. I will continue to spiell what is coverered and what isn't at every single table on every single shift. Why? because guests that don't scour the boards or do their homework are totally uninformed. They simply check in and head to get something to eat. All they know is they paid for their food already and are hungry. They don't take the time to read the paperwork to see what is included. So I go through it. If a guest is familiar with how it all works then my lesson is short. The other day I had such a table. They had done the plan before and stopped me from explaining. They each ordered 2 drinks...check was presented, 2 drinks denied and they had a balance due. Guest was not happy that the extra drinks were not on the plan (not anymore!)....cash was left for the amount of the drinks. peroid. So I ate that one. My fault? nope, I tried to explain but was cut off before I could say 1 drink, 1 entree (breakfast).

I can and do spiell whatever menu items are covered under a plan. Call me a bad server....un caring server or whatever you want. If I was working in a non-Disney restaurant I'd be offering an upsell on chocolate milk! Being a server at Disney is different then any other restaurant that I have ever worked and I've been in the business for 30 years.

You confirmed exactly what I thought. For the servers, it is a no-win situation with those circumstances. Sorry about that! What I take away from this discussion is to be kind to the servers and to speak up politely if there is something I need. If I look at it in the right frame of mind, I can even look forward to the little mini-lessons at each meal. Yes, I have heard it all bunches of times, but not from that particular server, and it will give me a chance to connect with him or her. I really do enjoy Disney's restaurants and the servers and chefs BOTH are the reason why.

Thank you! I can only imagine how difficult it must be to work with the volume of business and the high expectations that greet you on the job every day. I really appreciate all that you do!

 

[mom2of2]

thanks Ollie....it's appreciated. Come by the Kona Cafe and try a pressed pot of our fabulous 100% Kona Coffee and some yummy Tonga Toast!

 

[OllieDannyandMe]

thanks Ollie....it's appreciated. Come by the Kona Cafe and try a pressed pot of our fabulous 100% Kona Coffee and some yummy Tonga Toast!

I will be there in August! I can't wait

In all my years of going to Disney, I have never tried the Tonga Toast. This is my year!

 

[Stinky_Pete]

Thanks mom2of2' for your post. It is very understandable why you wouldn't offer something not included on the plan. If I want an appetizer, I'll order it. You won't get anywhere with the OP, but others of us understand.

 

[DCDisney]

Dining at WDW is just very different than regular life. I would guess that the majority of DDP users don't order extras so the lazier servers don't even bother. Even at Yachtsman where we generally have had very professional service when they find out we are on the DDP they have asked if we would like more information about things that aren't covered or if we just want to stick to our plan which I thought was a good way to deal with it. We have even had the same server on 2 visits one with free DDP and one without DDP and she was almost exactly the same. When they ask about the DDP or ask us to order multiple courses at once we just let them know that yes we are in a hurry to go do xyz so we'd like a fast paced meal or we are having a relaxing evening and plan on a relaxed meal so please put our orders in accordingly. At WDW I honestly don't mind if they take the full order at once. Apparently it makes it easier for them and it's not like I have an expectation that I'm having a 5 star dining experience If the majority of the people value eating fast and only being offered what they get on their plan then the default service will reflect that. There are far less people who will be upset about too fast service over too slow service at WDW.

 

[3Minnies1Mickey]

Dining at WDW is just very different than regular life. I would guess that the majority of DDP users don't order extras so the lazier servers don't even bother. Even at Yachtsman where we generally have had very professional service when they find out we are on the DDP they have asked if we would like more information about things that aren't covered or if we just want to stick to our plan which I thought was a good way to deal with it. We have even had the same server on 2 visits one with free DDP and one without DDP and she was almost exactly the same. When they ask about the DDP or ask us to order multiple courses at once we just let them know that yes we are in a hurry to go do xyz so we'd like a fast paced meal or we are having a relaxing evening and plan on a relaxed meal so please put our orders in accordingly. At WDW I honestly don't mind if they take the full order at once. Apparently it makes it easier for them and it's not like I have an expectation that I'm having a 5 star dining experience If the majority of the people value eating fast and only being offered what they get on their plan then the default service will reflect that. There are far less people who will be upset about too fast service over too slow service at WDW.

I don't think its lazy for servers to guide the guests through what's included with their plan without the extras. Not everyone is "DIS-savy" and I can see people can often be unaware or confused. The guests HAVE a menu that includes appetizers and can order one accordingly if they so choose.

 

[princesspeach]

We were on the dxdp and got excellent service. Our bill was higher on the plan then if we would have been cash. We don't normally order 4 apps and 4 desserts;therefore our servers got a much bigger tip. I don't now why servers would care if your on the dp or not.

 

[ctnurse]

I have been to the Coral Reef several times. The last time we went the server wanted us to order our dessert when we placed our order. I just asked our server we would like to wait and look at the dessert menu at the end of our meal. No problem. I think Disney just want to get people in and out as quickly as possible. A few years ago at Ohana's they drop the food so fast we didn't have time to enjoy it. The last time we were there I explained that the last time we were there that they brought the food out too quickly. He went out of his way to ask if we were ready for the next course and it paced nicely. I think it is important to tell the server what you want. I have used the DDP several times as well as paid OOP the last time I was there.

 

[Bettie]

My family ate at Coral Reef for lunch on Thursday of this week and we had a great experience. We checked in about 20 minutes early for our 12:45 reservation and were seated almost immediately, and our server totally went above and beyond for the entire meal. I think he might have asked us if we wanted to order our dessert when we ordered our appetizers and entrees, but I can't recall since that wouldn't have bothered me -- I know a lot of Disney diners are eager to get back out to the parks as quickly as possiblem, especially during a week like this when it is so crowded and every minute counts. If he did, we just told him that we weren't ready to decide and he didn't make any fuss over it. One of my (young) daughters was getting a little upset because CR only had ice cream and fruit as children's dessert options, and she doesn't like ice cream and didn't view fruit as dessert when her twin sister was getting ice cream, so he went out of his way to scrounge up a brownie for her (just the pre-packaged ones that you can find at counter service places that count as a snack credit, but boy oh boy did it put a HUGE smile on her face). So really, I think either you got a bum server or you overreacted to a pretty innoccuous question. I certainly don't think it's Disney's policy for their servers to ignore dining plan patrons. We had nothing but great service at every single restaurant we went to this week (and we did 3 TS/day, so that's a lot of meals). Sure, it serves Disney to cram as many diners into the restaurants as possible, but it also serves the vast majority of Dinsey guests who just want to get in and out quickly. I see so many people on here advising other diners to request the check as soon as they order, etc., in order to maximize park time, that I think the servers probably view it as a "plus" to the patrons to let them get in and out, especially at restaurants that are actually in parks.

 

[JLS]

I have read through this whole thread and other similar reports. My impression is that the overall issue is bad service, not DDP "discrimination." People who come in on the DDP, and especially the DxDDP, are likely to be ordering a much higher dollar amount per check than the average non-DDP family because people on the plan get a drink and dessert and are generally likely to order the high-priced entrees since its paid for. I would think that a server would be happier to have a table like this and get a 20% tip on that total than a non-DDP party that may order just waters, lower priced entrees and skip desserts.

Obviously this is a generalization and of course there is absolutely nothing wrong with ordering less. And I realize that many non-DDP parties will order just as much or more than DDP. But with a DDP table the server knows up front that it will likely be a good sized check. They still have to work for their tip with any table. I just don't understand what incentive a server has to treat DDP patrons poorly.

I am not commenting on the OP's situation specifically, but in general I think that most of the reports about bad service are legitimate bad service that would have happened with or without the DDP, but because of the many posts speculating about worse service on the DDP people are paranoid and attribute unacceptable service to that reason.

 

[TDC Nala]

I have to begin considering closing this thread because it is too closely intertwined with tipping discussion. Please see the Tipping Information Thread on the main Restaurant board if you want to discuss tipping.

 

[Disneyhayes]

I just wanted to say that at some restaurants it is encouraged to order dessert early because it is made to order. Max and Ermas for example offers fresh baked cookies which need to be ordered ahead of time so the server knows when to put them in.

I personally will order everything at the beginning cause I have 2 little kids and don't want to spend any extra time at the TS places. The whole waiting to see if I am full after my entree thing won't apply since we will be on the DxDP and I will be getting my "bang for my buck".

 

[vinotinto]

Thinking back on Coral Reef, we were also asked to order our dessert with the rest of the meal. We were on the DxDP, so we ordered all 3 courses. I just took it as a sign that they were trying to be efficient. Our waitress was super nice, so I didn't think of it as bad service.

It does sound like Coral Reef has some kind of management policy to try to get guests out the door fairly quickly. They are a busy restaurant and for a while they had a reputation for seating people way past their ADR times, so this may be a way to deal with it.

We usually order a bottle of wine with dinner, so that usually puts the breaks on any rushing, though.

 

[disneycrazy2004]

Wow! I went back and forth on whether I should offer some insight on this thread or not. Im replying so I guess Im in.

As servers we do ask if you are on the dining plan because as it was mentioned upthread we have to explain what is included and what isn't. If you are on the DDP and still want an app then order it. I'm not going to ask you then inform you that it isn't included because then it does look like Im trying to jack the bill up. I say what's included and that's it
It is very helpful to us if you tell us at the beginning if you need seperate checks and who goes with who. What might seem uncomplicated to you is not so easy for us sometimes. It might involve voids,rerings and managerial approval. Letting us know from the beginning is a huge help.
As for TIW cards...letting us know saves time as well since we have to get approval for the discount. Think about this.....there are upwards of 11 or more servers on the floor. Generally 1 or 2 people who can authorize discounts...4 or 5 computers. On a busy shift getting a discount in a timely manner can be a challenge.

I personally don't care if you are on the dining plan, TIW or the cash plan. I treat everyone the same way because my tip isn't guaranteed....you can always have a manager remove a tip if you feel it wasn't deserved.

We are servers not servants and we work very hard to make your dining a pleasant experience. Help us to make it so. When we approach your table allow us to greet you and explain what we need to then please tell us what we need to know. Dining plan, allergy, celebration, etc. Holding out because you think you will get better service means that you already are going to be looking for a reason to hold it against us.
Please come into our restaurants expecting a pleasant meal with a pleasant attitude and that's what you will get. A pleasant service with a good attitude.

Very well said We have been on the dining plan for the last 5 trips to Disney and never had a problem with the service. I do remember ordering the desert up front but never felt rushed to eat my meal.... Absolutely some servers are better than other, but everyone we have encountered have been very pleasant!

 

[squirrel]

Over the past 3 years I have dined at almost 40 restaurants and not once was I asked what I want for dessert before I received my entree.

I did have bad service at Coral Reef. Not sure what the servers problem was. We were a group of 6 with the automatic tip, not sure if that played into it or not.