I just thought I'd post and let everyone know that I received a voicemail message today from a Connie Smith, manager of Guest Services at CRO. Their leadership team received my email, and she wants to have a dialogue about it with me.
When I looked at the email I sent, I realized I forgot to put my phone number, so she must have pulled up one of my reservations (currently waiting to cancel my Poly one - have booked WL on my own).
I will call her back tomorrow. Should be interesting to see what she says! The email I sent is below.
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ATTN: Steve Eisenhardt
Vice President of Labor Relations for Walt Disney Parks and Resorts
Dear Mr. Eisenhardt:
I am writing to express my concern with an issue I have heard about with the Central Reservations Office. It is my understanding that cast members are required to sell $1,000 per hour worked or risk losing their job. This sales tactic and treatment of your employees really disturbs me.
My husband and I plan on visiting Walt Disney World at least once every two years, if not more often. If this is indeed true, it really upsets me that a company such as Disney would treat its employees this way.
To me, it is much more important for a cast member to be friendly and accurate. If cast members are being punished for dealing with non-revenue calls that come in throughout their shift, or if a guest calls in to ask a question or modify an existing reservation, this should not be held against the cast member for not making the revenue "quota." A cast member shouldn't have to rush a guest off the line to make sure they make their quota.
Your department should be aware that many guests do not appreciate this type of treatment of Disney cast members. I participate in many Disney discussion boards, and there is much more of a focus on how friendly a cast member is. If you hire cast members who are friendly and accurate, you're going to book more room nights. If you hire cast members who are rude and only concerned about selling their quota, you're going to get lots of hang-up calls in an attempt to get a friendly cast member who can help you. Shouldn't the cast members be more concerned with providing exceptional, magical service like Walt intended?
I would appreciate a response as soon as possible. I currently hold a reservation at the Polynesian Resort for this upcoming November. However, this type of issue seriously makes me reconsider my vacation choices.
