Poor management and hiring at WDW?

[PamNC]

I don't have a problem with the reservation aspect of your complaint. If the code ran out - it ran out. The reservationist has no power in changing the rates.

I do have a problem with the CM in guest relations. Okay, so she can't afford to eat anywhere on property. BUT, her job is to assist guests with questions such as a good restaurant. Whether or not she can afford to eat there is irrelevant. What good is it to stick someone in guest relations who can't or won't assist guests. What a joke! If I were her leader she would be in serious trouble.

The concierge 'BOMB' guy - that's inexcusable as well.

PamCN

 

[ducklite]

Originally posted by vbfamily
We saw a lot of CM's at Disney on our last trip who looked like they would rather be anywhere than in Orlando. We also met a lot of CM's who were very nice. I don't think there is a shortage of qualified workers for Disney. They have to get rid of the bad ones. For every one they get rid of there are 5 people who would love to have that CM's job and would do very well at it.

That's where you are so very wrong. There is a terrible shortage of workers to fill the lower paying jobs that have the "Disney magic". They've had to settle for the best of the worst in many cases.

Anne

 

[BCV23]

Just wanted to add a note that on our last trip which was 12/22 to 1/3 we encountered wonderful CMs. I suppose we encountered hundreds during those days and I really noticed how upbeat, friendly and helpful they were. It was truly like the good old days. We had exactly two cranks...one of whom I can't even remember now! Hopefully the other guy will fade from my memory soon. Everyone else was wonderful. It was a noticeable difference. I hope it's a trend! Only 19 more days until the next trip!

 

[Disney Debbie]

Thank you Dancing Bear - You pretty much answered everything the way I would. My friend certainly DID NOT expect $79.00 for Boardwalk Villas! They did expect to be able to add a night at their same rate when the hotel had an empty room at 8:00 that evening! My complaint is not with the person they talked to - it's with the fact that WDW doesn't train or give these people the authority to do what any desk clerk at a comparable hotel would be told to do in that same situation. They DID call Boardwalk directly.

I don't care how "honest" the guest services person was being - her JOB is to help people make reservations and tell them about the different options. My employees can't afford to buy the therapy beds we sell - I assure you they wouldn't last here long - and neither would I!! - if they told potential customers, "I can't afford those beds so I don't know anything about them" That's exactly what this person at guest services did.

And finally - They didn't expect the hotel to "DO" anything out of the ordinary for their DD's birthday - but they did expect to be able to get some help when they specifically asked what THEY could arrange to be done. WDW advertises that they make a big deal out of special occasions, let us help you celebrate etc. They DID get the birthday pin - and no one noticed. This is something THEY offer, something THEY brag about - and they didn't follow up on it.

My friend and his family did have a very nice time. But there are problems in WDW and if they don't get their act together and stop lining Eisner's pockets - they're going to lose that special "something" that made them different from other vacation destinations. He also said he talked to another CM somewhere along the way that had been there for 8 years. He told them about the guest services girl and the CM CRINGED in embarassment. There is a definite difference in the level of training and pride between some of the older CM's and the newer ones - and that's WDW's fault.

 

[d-r]

I don't believe any of the resorts offer "walk in" rates anymore. We were flying down to visit my mother in Jacksonville last fall and got bumped to an Orlando flight due to overselling the flight. We weren't scheduled to check into DxL until the next night so we started calling CRO and the hotels direct thinking we would find a walk in rate - EVERY resort we called told us the same thing - no walk in rates anymore.

We had to book a night at DxL at rack rate and and they had to adjust the rate the next day since it was afterhours and no one was on duty that had that capability. It had to do with the reservations and computer systems as what they could over-ride, book etc.. We actually had to check out and check back in.

In all honesty I wasn't upset with Disney over it - we were the ones who suddenly changed our plans. Now Mears Shuttle, DxL front desk - thats all another story!

But what we found out was that walk in rates are not available at any resort anymore.

Melissa

 

[peachgirl]

I absolutely agree that the CM at guest services dropped the ball. It is her job to know what restaurants/price ranges/ food choices are available. Poor training or just a bad employee, either way that's WDW's fault.

As to the room rates, I don't believe you can ever call at the last minute and get anything but rack rates. Disney is different from other resorts and hotels in many ways. Disney runs their reservation/discount system the way that obviously works best for them. I don't have a problem with it, and I don't see anything wrong with it. It beats the heck out of the days when discounts didn't exist, period.

I haven't seen a great change in CM attitudes over the past few years, but there was a time when I couldn't find a CM with a bad attitude if I tried. That's not true anymore. However, compared to other places I've gone, Disney employees still beat them hands down.

I think it's more than a reduction in availability of people or low pay. I truly think some of the blame belongs with the guests themselves. Over the years it isn't just CM's who have developed a bad attitude, guests have too. Some of the behavior we saw on the part of guests during our last vacation just amazed me.

For instance, we were at Cosmic Ray's one evening for dinner. At some point they ran out of a menu item. This was during the week of Christmas and it was extremely crowded. A CM went through the line of cashiers and told them to stop taking orders for this item for 20 minutes. People were screaming at the cashiers and using foul language all over a sandwich! While waiting for our order, the guy next to us who was tired of waiting, reached over the counter and grabbed a plate saying that he wasn't waiting another @#!#@*! minute. He said he didn't care whose order it was supposed to be, it was what he ordered and he was taking it. The cm started to explain he couldn't do that and he threw the plate over the counter and walked off. You tell me how any person is supposed to maintain a friendly attitude when they're faced with this kind of abuse on a daily basis.


There were many instances of really awful behavior on the part of guests while we were there. This is was the worst example, but a lot came close. I can honestly say that the only negative experience during this trip was the behavior of other guests. Does this excuse the bad attitudes you run into every now and then? No, but I found many times if I just put a smile on first when encountering a CM they seemed to be almost grateful to interact with a guest that wasn't in attack mode!

After what we saw, I can understand why CM's might not be a helpful and friendly as they used to be.

 

[TRAPPED-PARENT]

Wow, this thread is really interesting.

We've been to WDW several times over the years and you do see some changes (good and bad) from trip to trip. There was one trip where we saw a lot of garbage along the wait-lines within the rides (e.g. Space Mountain). We were shocked because we'd never seen garbage on the ground at WDW before.

We did not see this problem on the visit the following year.

-------------

As to the incidents in the original posting --

I agree that the people they spoke with regarding the room probably did not have the "authority" to offer anything but rack rates.

The CM at guest relations .... was the question to her about where had "she" eaten that she could recommend? Or was it, what restaurants can you recommend for a nice dinner? I'd have to agree that she probably should have responded "I've not eaten at any, but hear that such-and-such is quite good if you like seafood."

Birthday ... I really have a problem with those people who go to WDW and expect some special treatment because it's their birthday, anniversary, graduation, etc. I suppose everyone is celebrating something or other when they are there. If you really have to have a fuss made, it should be your responsibility to set something up yourself (and, yes, that you might have to pay for yourself). If something nice happens unexpectedly, then great; but, unless it is listed as an amenity of the restaurant/resort or part of your package, don't count on it.

We'll be at WDW later this month on-site, but will be on the "el cheapo" plan.

 

[goofy4tink]

When we were there last, in Nov. '01, we were at the Poly, picking up 2 kids at Neverland Club. It was late, and there just wasn't any easy way to get back to POR. So, my dh went and asked if we could get a cab. Two cm's, said, oh you don't want to do that. Wait right here. Off they went and came back with a WDW van and took the 6 of us back to POR. On the way they told many stories of working at WDW. Some were not so terrific, but others were. It just seems that some cm's aren't really happy in their job. But, because it's Disney, we tend to expect them to be magical and happy. Our 'drivers' were not what I would consider to be ambassadors of good thoughts for WDW but they were fair and upbeat with us. Of course my dh tipped them accordingly. Much cheaper than a cab-fare. And we had the pleasure of spending some time with cm's with interesting stories.
My point I guess is that some cm's will be unhappy in their jobs. I'm sure it's hard being happy and sunshiney all day. I just wish that if you are in a position in Guest Relations, that you would get people answers to their questions. I don't want to feel like I'm bothering you by asking. But, we love Disney and will keep going back. I find it interesting to hear of others experiences. They do, in fact, help me to make informed decisions later on. So, thank-you everyone, for all your opinions, both good and not so good. It's nice to see that we can have different opinions here and still play nice!!

 

[mrsltg]

The birthday and room situation aside, the guest relations employee should be dismissed or sent to a position with little customer contact.

I work at a job where I need to constantly refer people to good hotels and restaurants. Many of the places I refer I myself have never lodged at or eaten in. Why? Because they are well above my price range. I'd die before I'd tell a guest that "I don't know. I can't afford any of these places." There is absolutely no excuse. I don't care how much money you make per hour, slap a smile on your face, and treat EVERY single customer with respect and the attitude that at that particular moment, they are your most important priority.

Erin

 

[DancingBear]

I've been at odds with Peachgirl in another thread, but I think she is on to something about the general "me first" attitude among WDW guests (and the public at large). Or maybe I'm just getting old and have less patience with all of the jerks out there.

 

[>>^..^<<]

Is it just me or do I find all these things happening everywhere - not just Disney?.. in fact much less at Disney then in society in general.

When I go into a shop at my local mall and the sales girls are chatting behind the cash counter and ignore me.

At the bank when there are 5 spots for tellers - but there are only 2 tellers working and I am in a long line.

When I ask about a necklace in a jewelry store window that has been in that same window for 3 years and has not sold and they won't consider giving a discount like 5% or no tax??

When I called sears about a problem with my new fridge and the girl does not have a clue what to tell me about getting it serviced.

To my local grocery store with a severe shortage of carts that could not care less and does not get more.

To the waiter in a local restaurant that is poorly trained and forgets my salad and then brings it after we have been served dinner.

I think this whole thread is just a honest reflection of our society today... right across the board. For me in any case.. Disney is better on average.

>>^..^<<

 

[BrianD]

Originally posted by peachgirl

... I haven't seen a great change in CM attitudes over the past few years, but there was a time when I couldn't find a CM with a bad attitude if I tried. That's not true anymore. However, compared to other places I've gone, Disney employees still beat them hands down.

I think it's more than a reduction in availability of people or low pay. I truly think some of the blame belongs with the guests themselves. Over the years it isn't just CM's who have developed a bad attitude, guests have too. Some of the behavior we saw on the part of guests during our last vacation just amazed me.
...

This is one of the most inteligent statements I have read on these boards. You hit the nail right on the head. I've been to WDW 3 times in the last year and a half, and it's not the CMs that have the problem, it's the ungreatful, spoiled brat, guests that think the world revolves around them, they are the problem.

Last week while in a 20 minute line for RnR, I witnessed a "guest" in the stanby line, storm up to the podium where the CM lets people through into the building, and proceeded to CHEW OUT the CM for letting more FP people through at a time than standby people. The very patient CM tried to explain to the jerk the fastpass policy, but apparently that wasn't good enough. I've never so much wanted to hit a guy, but this guy was rediculous. Talk about a spoiled brat! If he doesn't like waiting in line, get a freakin' fastpass.

Anyway, overall CMs are very patient people and put up with more crap then they should have to. Sorry for straying a little off topic.

 

[Jen D]

I've been to WDW 3 times in the last year and a half, and it's not the CMs that have the problem, it's the ungreatful, spoiled brat, guests that think the world revolves around them, they are the problem.

Whatever. Annoying guests and customers are everywhere, and I certainly sympathize with those who have to deal with them. But that does not lessen their resonsibility in providing good customer service to the rest of the public.

I have not really had any bad cm experiences myself, but I certainly wouldn't excuse bad service by saying the customers are bad.

Anyway, it isn't hard to recommend a restauant even if you don't make enough to eat there-- you do your research and pay attention, because that is your job in guests services. I've only eaten at one restaurant on the Boardwalk, but I could easily give a customer a rundown of all the places to eat in that area, the kinds of food, the range of price-- I pay attention. I would expect a guest services employee to do the same.

 

[BrianD]

Originally posted by Jen D


Whatever. Annoying guests and customers are everywhere, and I certainly sympathize with those who have to deal with them. But that does not lessen their resonsibility in providing good customer service to the rest of the public.

I have not really had any bad cm experiences myself, but I certainly wouldn't excuse bad service by saying the customers are bad. ...

I'm not at all condoning bad service by CMs, I'm saying that I have not encountered all of these BAD CMs that people talk about. Almost every bad attitude that I see is from a guest.

 

[PatriciaH]

Originally posted by vbfamily
I don't think there is a shortage of qualified workers for Disney. They have to get rid of the bad ones. For every one they get rid of there are 5 people who would love to have that CM's job and would do very well at it.

I strongly agree and not just for Disney but everywhere we are getting bad service. There are millions of people unemployed in this country right now that would LOVE to have a job! Get rid of the bad ones and maybe they will realize how nice it was to have a steady pay check coming in.

If any one of us that post on the DIS boards were asked to recommend a restaurant or birthday outing, the guests would have to tell us to shut up we were overloading their minds with ideas!

 

[PatriciaH]

On another note, I also strongly feel Disney should be paying the CM's a fair wage and giving them good benefits. They work hard (and take a lot of abuse) as ANY customer service person does.

 

[justhat]

About being able to recommend a restaurant, as I said before, regardless of the CM's ability to afford restaurants, she still should have a list or something that she can use to suggest a place for a guest. This is not only customary for WDW, but anywhere. We live in NJ and often go into NYC to meet friends without a set plan of where to eat or if we want to see a Broadway show, etc. After a quick stop at the guest relations desk at the hotel our friends are staying at, we have tickets to a show and reservations for dinner, all courtesy of the hotel, we don't even have to make a call. They have lists of current shows and attractions and restaurant names and menus available for us to peruse. We've even seen people walk in off the street, state that they're not hotel guests but like like info on something, and the worker gladly helps them out. And NYC is not exactly known for having friendlier people than Disney. I can understand being in a bad mood as everyone is once and awhile, and I don't hold that against any worker since I don't know what kind of a day they've had, but I do think they should be able to provide you with the information you request.

Also, discounted hotel rooms if you do not already have a reservation is one thing, but extending your reservation is another, and fairly common for them to be able to add days to your reservation at your current rate, as they did for us in February as I previously mentioned. Another time, we were booked for 4 nights (12/01), 3 of which were value season and 1 was holiday season. Since we were checking in during value season and had a code rate ($49/night at ASMo), that was our rate the whole stay. Right before our trip, we had to change our return flight since we had to be back for an event at home that same night which required driving 4 hours to get to. Since we had planned on getting UPH passes, we would be wasting the whole 1st day (we arrived at 10:30pm) and the whole last day (leaving at 8am). We knew we could only get one day removed so we called back to modify our reservation, breaking it into 3 nights and one night. The CM who did this for us put the first 3 nights on one reservation ad the last night on another, giving us the code rate for both reservations, even though the last night was holiday season and the code was not good then. So if this was possible, then I'm sure they could have given the OP's friend an available room at the same rate he had the rest of the week.

 

[Cris]

Originally posted by BrianD
This is one of the most inteligent statements I have read on these boards. You hit the nail right on the head. I've been to WDW 3 times in the last year and a half, and it's not the CMs that have the problem, it's the ungreatful, spoiled brat, guests that think the world revolves around them, they are the problem.

Last week while in a 20 minute line for RnR, I witnessed a "guest" in the stanby line, storm up to the podium where the CM lets people through into the building, and proceeded to CHEW OUT the CM for letting more FP people through at a time than standby people. The very patient CM tried to explain to the jerk the fastpass policy, but apparently that wasn't good enough. I've never so much wanted to hit a guy, but this guy was rediculous. Talk about a spoiled brat! If he doesn't like waiting in line, get a freakin' fastpass.

Anyway, overall CMs are very patient people and put up with more crap then they should have to. Sorry for straying a little off topic.

Amen!!! This is more common than you think. Last year we were checking into POFQ for a night before we checked into OKW. Anywho I was having a smooth check in when all of a sudden this lady starts screaming that it is taking to long... Everyone in the lobby area stopped and looked around. The castmember just kept her calm and finished the check in. And the CM checking me in kept apologizing. No need for that, I felt like asking if her fellow CM was alright. The way people get violent today you never know what they are going to do.

 

[MulanMom]

Though it's true that WDW may not have a large pool of talent to work from, so to speak, they are still responsible for not retaining the experienced CMs. Disney took the course that many other companies did, offer employees less to make a better profit. They cut employees' hours so they wouldn't be full-time to collect benefits, or kept them from working OT. Health insurance benefits were cut as well. This was all before 9/11, in fact it was around the mid90s.

My gratitude goes out to the ones that remain and are dedicated to the Disney ideal. It's not easy for them. As for guests being more nasty or violent than in the past, I dunno. When I worked in a customer service industry, I experienced the whole spectrum of the human condition. I think I saw more certifiable behavior in that industry than I did when I worked as a therapist!!!!

 

[Sammie]

Originally posted by ducklite
That's where you are so very wrong. There is a terrible shortage of workers to fill the lower paying jobs that have the "Disney magic". They've had to settle for the best of the worst in many cases.

Anne

Ducklite is correct. Since I live in Central Florida I have friends at Disney and Universal and Sea World.

The industry in Orlando has out grown the job pool. They have even gone to South America and other countries to recruit.

A year or so ago, Disney was 3000 employees short, mainly in the hourly sector of food and beverage and housekeeping.