What's the difference in CRO & Guest Relations?

[TwoRoos]

I've seen these mentioned several times and from what I can tell they are different groups with different numbers to call. But what is the difference? Also, when you call to make dining ressies, are you actually talking to someone at CRO or does CRO only make room ressies?

 

[bicker]

CRO's main responsibility is selling services, booking reservations and such. Guest Relations main responsibility is guest satisfaction.

 

[nbodyhome]

There really isn't a "CRO" anymore. You call DRC- Disney Reservation Center. CRS was one booking system, WDTC the other - though they are more integrated now. You don't get a CRO agent, you get a DRC agent.

Dining, room-only and packages are all the same people. Though there are sometimes dine-only agents, sometimes when they are just new. (dining is very easy to be trained on).

Guest Relations is where you write for complaints/concerns/compliments and such. That is a totally different outfit, though each park and DRC have their own guest service/relations people as well.

 

[MARY-IN-OH]

Where do DRC people physically work? Are they all in one place? Is it at Disney? Or somewhere in Orlando at least? How many are there, ie dozens? or hundreds? Just wondering what it's like where they work.
-mary

 

[nbodyhome]

Where do DRC people physically work? Are they all in one place? Is it at Disney? Or somewhere in Orlando at least? How many are there, ie dozens? or hundreds? Just wondering what it's like where they work.
-mary

There is a building in Orlando - hundreds of agents, I used to work at that location. One in Tampa, smaller - maybe also hundreds of agents, - I have never seen that building. And sometimes Disney also has other people (like from an airline phone center) answering calls during the busy times.

The Orlando building isn't particularly near Disney.

 

[Vemnox]

They are actually not just in downtown Orlando. There are offices in Celebration, Kissimmee, a large one in Tampa, and there are about 50 who actually work in Epcot.
Someone once told me there is even a branch in Utah.

 

[nbodyhome]

They are actually not just in downtown Orlando. There are offices in Celebration, Kissimmee, a large one in Tampa, and there are about 50 who actually work in Epcot.
Someone once told me there is even a branch in Utah.[/QUOTE

DCL is in Celebration. There are two main offices for DRC in Tampa and Orlando. The Orlando office is not downtown. I've not heard of any DRC at Epcot, Kissimmee or Utah (though they do utilize other companies agents occasionally). There are a handful of DRC agents who work at home.

 

[Sammie]

There is a building in Orlando - hundreds of agents, I used to work at that location. One in Tampa, smaller - maybe also hundreds of agents, - I have never seen that building. And sometimes Disney also has other people (like from an airline phone center) answering calls during the busy times.

The Orlando building isn't particularly near Disney.

Isn't it closer to Universal?

 

[nbodyhome]

Isn't it closer to Universal?

I wasn't sure how much I should say about the location, but it is closest parkwise to Universal.

 

[bradk]

funny.. i don't think i've heard of utah, but i swear i've heard there's a total of 4 locations, 2 of which are out of state (or maybe 1 is out of state and 1 is in tampa), but that you're not really supposed to know.

like how when i call target bank, i get some guy in india who dodges the question about him not being in the united states.

sometimes i get CMs who talk like they're in the parks every other day, sometimes I get some that don't seem to have clue one about disney. i always assumed they were in that other location, but maybe it's outsourced, who knows, not me.

i do know that they used to have an office inside cinderella castle. disneyland also used to have a call center of sorts in the park as well (i had a vip tourguide who once told me how the clock on the train station there used to be really off and the call center would often refer to it being oblivious to the problem).

 

[nbodyhome]

When I worked at Orlando, I know of agents who'd never been in the parks. Many really don't go often - and who can blame them, with as many hours as they often put in. Not all agents are big Disney fans either, for some it's more a paycheck than anything else.

The Disney catalog operators have taken calls in the past. There is an airline I know of which has done that. But I'm not sure you'd always know who is local and who is not. I don't believe there are other DRC locations, but Disney has sourced out when busy. I have heard that agents used to be onsite, when it was a smaller operation.