This is a Family Hotel.....

[alphabassettgrrl]

I can certainly see how your friends would have felt uncomfortable, Lisa. Definitely bad customer service and Euro has the right idea. Give 'em something romantic to say we understand this is a special weekend and we're sorry the arrangement was not as requested.

[Strangler Lewis]

Originally Posted by blueerica

Chances are, the cast member was opening his or her mouth and not even thinking it . . . .

I've been reading this thread and trying to figure out what CM stood for? Does it really stand for "cast member"? Are Disneyland Hotel front desk clerks called "cast members"? If so, why does anyone here dignify that?

Sorry to be so grouchy. I guess I need more coffee. I hope the Starbucks partner doesn't f*** up my latte.

[blueerica]

Sorry to tell you that around 95% of Starbucks "partners" don't make a good drink. I do know a handful that do, but the temperatures and time Starbucks allow things to go to are a shame. Not that Peet's employees, or employees of just about any chain all hold by exacting standards. Though I'm glad I was taught well, I know too much. I'm shocked and appalled by most coffeehouse "baristas" and have a hard time enjoying anything outside of their basic coffees and teas.

Smaller coffee places like Keane... *drool*

Woah... sorry for that tangent, enjoy your latte and be glad you're not cursed as I am.

On that note, why do names like "cast member" and "partner" pop up. Everyone in my family has been a cast member, with the exception of my grandfather and myself, at one time or another, so the term is entrenched. For me, it helps remind me that it's a show and they're playing a part. While to some that may speak of unity and perfection, I know that they're doing it all as part of the show, and I'm okay with that. I'm there for the show. (even at the front desk) Back to the topic at hand, the front desk CM was clearly didn't know his lines.

[Kevy Baby]

Originally Posted by blueerica

Sorry to tell you that around 95 of Starbucks "partners" don't make a good drink.

Hey, that's actually a pretty good number. Since Starbucks has about 145,800 employees, that means that about 99.935% of their employees partners DO know how to make a good drink.

[Strangler Lewis]

Originally Posted by blueerica

For me, it helps remind me that it's a show and they're playing a part. While to some that may speak of unity and perfection, I know that they're doing it all as part of the show, and I'm okay with that. I'm there for the show. (even at the front desk)

I've never been, so clearly I still need help here. What is "showy" about the performances of front desk CM, valet CM and housekeeper CM? What are their roles other than ensuring you have a pleasant stay?

[Kevy Baby]

Originally Posted by Strangler Lewis

What are their roles other than ensuring you have a pleasant stay?

Simplified, that is the role of EVERY cast member. By assigning that moniker to everyone, it helps remind all what the ultimate goal is.

[Ghoulish Delight]

Originally Posted by Strangler Lewis

I've never been, so clearly I still need help here. What is "showy" about the performances of front desk CM, valet CM and housekeeper CM? What are their roles other than ensuring you have a pleasant stay?

It's a terminology that's been there from the beginning. Any employee that works on Disneyland property is a CM. Whether they're a performer in a show, the person pushing the button on Mr. Toads, a restaurant busser, or a dude who sweeps up your french fries. And while it's "outside the berm", that's been extended to include the property in DTD and the hotels.

The idea being, as I've always interpreted it, that as someone providing a service to a customer, you're always on stage. Sure, there's technically no difference between a hotel at a Disney resort vs. any other hotel, but the one thing that, in the past, put anything Disney did in a special class was the superior level of service they provided. And part of that was their commitment to making sure every one of the "cast members", no matter their job title or duties, understood that if they were dealing with a customer, they were "on stage". It was a constant reminder to not just do your job, but to fulfill the role of the consummate model of service.

Of course, that only works so far as they successfully attach that message to the title with good training and motivation.

[Morrigoon]

The point is, you're not just operating a hotel... you're putting on a "show" where the setting is the ideal hotel experience. In an idealized world, no one ever has a bad day, no one ever frowns or slouches, and everyone is just waiting to help YOU. As part of that show, even if you're having a bad day, you don't want to let it show, so no frowns, no negative body language, no displays of how tired you are, no letting the audience "peek behind the curtain" by confessing to them how F-ed up you think a certain hotel policy is, etc. Nothing ever goes wrong or went wrong at the perfect hotel. At a real hotel, things have and will go wrong, but you go on with the "show" that it hasn't and won't.

It's a different philosophical approach that defines the level of service without having to lay out every single aspect specifically.

[Strangler Lewis]

Yes, of course. I see it now.

Well, I'll be going.

[Alex]

Wait! Have some kool-aid before you leave.