Trouble with pneumatic spring door closures on resort room

[Mommee]

Ugh, I understand your frustration. I cannot get those doors open, either! I've gotten stuck in public restrooms before because I couldn't get the door back open. I have no ECV to try to get through the door, so sometimes I'm successful by sticking my foot in the small crack that I was able to get it open then shoving my body through sideways. It leaves bruises, but it works. Other times I have to rely on the kindness of a stranger. Mostly I make sure to have someone able-bodied with me to prevent the issue, but for some people that just isn't an option.

 

[JenniBugInPink]

in many cases, the call is transferred to another CM, who pretends to be a manager

I find this perhaps most disturbing of all. It's dishonest, not helpful to the caller at all, and gives the person in need no real recourse. Sad, that. I take it that it's an approved practice, maybe even an encouraged by Disney management, practice?

 

[TheRustyScupper]

I find this perhaps most disturbing of all.

1) I can understand your thoughts.
2) But, people do not realize how many senseless calls are made to the Front Desk or Back Room.
. . . a hotel with 2,500-5,000 people can generate a lot of calls
. . . and most can be answered by someone other than the actual hotel Front Desk, Concierge, or Back Room CM
3) We wouldn't be able to do our regular jobs if we answered all those calls and all those questions.

 

[BroganMc]

1) I can understand your thoughts.
2) But, people do not realize how many senseless calls are made to the Front Desk or Back Room.
. . . a hotel with 2,500-5,000 people can generate a lot of calls
. . . and most can be answered by someone other than the actual hotel Front Desk, Concierge, or Back Room CM
3) We wouldn't be able to do our regular jobs if we answered all those calls and all those questions.

Hang on. If the Front Desk called from hotel rooms goes to a Call Center instead of the actual Front Desk of the resort, where are you getting those calls from? I only got the Back Office number through a friend.

 

[aaarcher86]

Hang on. If the Front Desk called from hotel rooms goes to a Call Center instead of the actual Front Desk of the resort, where are you getting those calls from? I only got the Back Office number through a friend.

He said the back office has the ability to send the calls to the call center. I'm assuming some kind of forwarding button.

 

[charmed59]

1) I can understand your thoughts.
2) But, people do not realize how many senseless calls are made to the Front Desk or Back Room
3) We wouldn't be able to do our regular jobs if we answered all those calls and all those questions.

This is the difference between Disney Hotels and those high end or luxury hotels offsite. There are people at the hotel whose job it is to answer those calls and make sure they get attention. Disney doesn't staff that per hotel, but pools that job for all their hotels. Those calls don't get the attention at Disney that they would at the offsite hotels where customer service for the folks in their hotel is their only concern.

 

[Mackenzie Click-Mickelson]

I used to work in a call center for 4 1/2 years for an insurance company. Trust me the vast majority of those calls at the resort are routed to the call center. It is a simple thing to do to switch a call from one place to another.

The company I worked for actually had a pilot program in NY,NJ,PA,CT, and GA where agents could pay a fee and if they were unable to answer the phone within 3 rings it automatically routed to our call center in KS and the phone was answered just as if they were in the agent's office (lack of accent aside).

Additionally a call in one of the 40 states the insurance company was in could have been routed to one of the three call centers (in OR,TX or KS) and if inclement weather occurred or other type of emergency they could easily switch the phones to go to one of the other call centers.

IMO I have no doubt the OP had previous instances where their request was met by no problems at all. However, either rules were not strictly enforced (until an incident occurred forcing them to for example) or the rules were tightened up in the time since the OP had last been.

Either way from the OPs first comments did seem as though they were being very pushy towards the maintainence (and that could have been a product of bein in the heat of the moment). There are instances where obliging the customer's request is illegal or against policy to the point where they could be punished or their job lost.

I can't tell you how many times people would try to get me to do stuff that was against that state's Department of Insurance. If I did that I would be fired, the company fined and I could be subpoenaed in court to testify.

I'm not saying at all that this would happen to those maintainence workers I'm just saying people can only do so much. However, I am a big believer that how you handle a denial of a request tends to make it or break it. Empathy and courtesy goes a long way instead of indifference and rudeness.