This is a Family Hotel.....

[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.