My Comment on Disney vs Universal Staff.

[catycatcat4]

After listening to today's show I wanted to share my perspective on the comments Pete made on Disney staff.

A little background:
I'm in my early twenties I live about 45 minutes from Disney and I know/come across a lot of Disney and Universal Employees.

I think a lot of the difference comes down to Universal has much happier staff.
I have heard over and over comments from cast members is that only new employees are bubbly, Only newbies go out of their way to help guest.
I've also been told by many cast members that they Absolutely Can't stand Guest, Kids and even the parks.

But from Universal staff I've heard mostly good things.

Thoughts?

 

[Suvadoo]

After listening to today's show I wanted to share my perspective on the comments Pete made on Disney staff.

A little background:
I'm in my early twenties I live about 45 minutes from Disney and I know/come across a lot of Disney and Universal Employees.

I think a lot of the difference comes down to Universal has much happier staff.
I have heard over and over comments from cast members is that only new employees are bubbly, Only newbies go out of their way to help guest.
I've also been told by many cast members that they Absolutely Can't stand Guest, Kids and even the parks.

But from Universal staff I've heard mostly good things.

Thoughts?

I think the Disney CM's have been abused by management during the FP+ rollout. Throughout the implementation they have suffered the brunt of the guests frustrations with the new system. On top of that, they are underpaid. I also think that management has forgotten how important their front of the line CM's are to WDW. If the CM's aren't convinced they are representing a great product, their lack of enthusiasm can really impact guest experiences.
IMO Disney should bring back Traditions, when it was one week long!

 

[EastYorkDisneyFan]

I think it might be that sometimes people expect to much out of disney CM's because of thing that happen to other guest for example they read a report about a 4 year old kid being given free mouse ears and a cupcake in every restaurant they went to on their trip but when they go there 15 year old doesn't get the same treatment or thye as an adult don't get it. Or they read about someone who got picked to be a grand marshal and immediately want to know where and when they pick those so they can have their family be that.

Where as Universal pole don't expect as much from the team members and are often surprised when something happens that is magical like what used to happen at Disney parks.

We can blame it all on training as much as we want but in the end maybe it's because guest demand too much from CMS because other pole got special treatment or what is perceived to be special treatment.

 

[Hunterr]

One time I went to Universal, I saw what was probably the happiest parking attendant ever.
This guy was dancing his butt off and directing all the cars. Maybe 18 or 19. He was drenched in sweat, but made the best of what is otherwise a crummy job (standing out in the sun all morning, not even in the covered area).

And lest we not forget the dancing security guy by the moving sidewalks!

 

[Suvadoo]

I think it might be that sometimes people expect to much out of disney CM's because of thing that happen to other guest for example they read a report about a 4 year old kid being given free mouse ears and a cupcake in every restaurant they went to on their trip but when they go there 15 year old doesn't get the same treatment or thye as an adult don't get it. Or they read about someone who got picked to be a grand marshal and immediately want to know where and when they pick those so they can have their family be that.

Where as Universal pole don't expect as much from the team members and are often surprised when something happens that is magical like what used to happen at Disney parks.

We can blame it all on training as much as we want but in the end maybe it's because guest demand too much from CMS because other pole got special treatment or what is perceived to be special treatment.

Most WDW guests are first timers and they have no CM expectations. The only people who may expect something "magical" from the CM's are the people on these types of boards.
Speaking for myself, I have no preconceived notions when I go to the parks, but on my last 2 visits the CM's have been pretty ambivalent and I really can't blame them. FP+ has been a nightmare for them. They are the ones who are approached by angry or confused guests whose magic bands don't work or their FP's have disappeared, or the MDE app has crashed.
At Universal, the TM's aren't dealing with these types of technical issues. Their interactions with guests do not entail explaining MDE or the Disney Dinig Plan for the umpteenth time in a single day.
Disney has failed IMO. They should have stuck with the motto, "keep it simple, stupid" Instead they have added layers of complexity to the guest experience and their CM's are the one stuck explaining everything to the guests.

 

[Alice Sr.]

I think the Disney CM's have been abused by management during the FP+ rollout. Throughout the implementation they have suffered the brunt of the guests frustrations with the new system.

and MDE and MB among other changes which have been less than seamless. I bet there will be a book written about this period some day and I hope there will be accountability. I look forward to getting all the bugs worked out and hopefully the restoration of the culture which the CM's have had a great part in.

 

[kbelle8995]

Most WDW guests are first timers and they have no CM expectations. The only people who may expect something "magical" from the CM's are the people on these types of boards.
Speaking for myself, I have no preconceived notions when I go to the parks, but on my last 2 visits the CM's have been pretty ambivalent and I really can't blame them. FP+ has been a nightmare for them. They are the ones who are approached by angry or confused guests whose magic bands don't work or their FP's have disappeared, or the MDE app has crashed.
At Universal, the TM's aren't dealing with these types of technical issues. Their interactions with guests do not entail explaining MDE or the Disney Dinig Plan for the umpteenth time in a single day.
Disney has failed IMO. They should have stuck with the motto, "keep it simple, stupid" Instead they have added layers of complexity to the guest experience and their CM's are the one stuck explaining everything to the guests.

I couldn't agree more. I have an idea that the only way MDE or FP+ will improve is that if the Suits have to arrange their vacation themselves and see the program for themselves.

I think it is all too complicated. I try to be as nice to the CMs as possible. TM's seem like they are on the better end of the deal at the Universal.

 

[SoarinSC]

I think the Disney CM's have been abused by management during the FP+ rollout. Throughout the implementation they have suffered the brunt of the guests frustrations with the new system. On top of that, they are underpaid. I also think that management has forgotten how important their front of the line CM's are to WDW. If the CM's aren't convinced they are representing a great product, their lack of enthusiasm can really impact guest experiences.
IMO Disney should bring back Traditions, when it was one week long!

I agree with this. Sounds like a morale issue and that's usually from being underappreciated by management and being underpaid. If you're seeing reports of record profits and you're still not getting a slice of that in your paycheck after so many years...I think anyone would suffer a dip in morale.

Plus even though Universal is doing great, the crowds will never be at the level Disney crowds are on a given day...more guests, more issues, more frustration.

 

[WDW Crawl]

As someone who was in entertainment at Disney and Universal at different points during college part time years ago... Some of the Disney managers made the experience working there feel like you were in a barrel filling up with water, and while you wanted to try and get out, they would whisper "it's ok... It's going to be ok" and then seal the top with a lid.

Metaphorically speaking.

No idea what it is like today, though I remember this past year a Donald that was cracking my wife and I up at Chef Mickey's. He was hanging out and generally being funny around closing while the rest finished their rounds, & chastised by a manger in a way that wouldn't necessarily be obvious to other guests but sort of shocked me. I remember feeling bad for Donald and how I, as the guest, found it strange that I wanted to stand up and tell the manager to relax.