plutofan15
Well-Known Member
As it should be.
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Refurbishment coming to Disney's Grand Floridian Resort lobby
- Thread starter wdwmagic
- Start date
Disone
Well-Known Member
The iPads are capable of reading a credit card. They have built in credit card swipers AND tap to pay capabilities. It's no less private then doing it at the desk as like the desk no one is reading numbers out loud or saying a card number out loud.
In the lobby may even be more private as you are free too move. At the desk you might have someone encroaching on you personal space because a similar transaction is happening in the station right next to you. With IPads you can step into or away from any space within reason.
The text is annoying.... Sadly here Disney struggles with texting international numbers so yeah I could see where you never get your text messages like "your room is ready" but you could still get push notifications via your my Disney experience app. I wish they could figure this out.
Now having said all that, you're absolutely always welcome to go to the desk. You are correct and if you just frankly prefer to go to the desk that it will remain a perfectly viable option.
Plus I will even add that in my experience any type of my Disney experience issue or tech issue will require a desk visit.
TrainsOfDisney
Well-Known Member
Anyone remember when CM’s would argue if you wanted a physical room key and not just the band? Good times! Ha
Sirwalterraleigh
Premium Member
Bob spent a billion dollars on the bands (well not really…but technically) and they needed to show “full integration” on the ground to the oodles of visitors who just happened to be stock holders…
It was optics
Disone
Well-Known Member
No they didn't
aladdin2007
Well-Known Member
Yes for sure. This has been annoying lately. Its like you don't dare go a step further till you tell me what it is you want, you have to get permission before moving to the next level. Too many geeks came up with all this muck and they made something so simple to be so complicated with all these extra steps and red tape. You should be able to just walk into guest relations like you use to no questions asked.
Ayla
Well-Known Member
The only place I have seen an employee with an ipad hanging around their neck for check-in is WDW. We are also experienced travelers.
Disone
Well-Known Member
Using iPads at Check-In Provides Customer Service Boost for Hyatt Hotels
An ambitious mobile strategy built around tablets is helping Hyatt Hotels reach new levels of customer service.
castlecake2.0
Well-Known Member
When guests ask me where GR is I always ask what they need assistance with first, 9 times out of 10 I can help them right then and there with my company phone and save them the trip to the front of the park.
TrainsOfDisney
Well-Known Member
That article is from 2013. This summer I stayed at the Hyatt in San Francisco and it was a traditional check in desk experience.Using iPads at Check-In Provides Customer Service Boost for Hyatt Hotels
An ambitious mobile strategy built around tablets is helping Hyatt Hotels reach new levels of customer service.biztechmagazine.com
Disone
Well-Known Member
Fully aware, and was very much the point. They've been doing it for a long time. Agreed that not all of them do it, but the article never claims that all of them do it just at an increasing amount of hyatts do.
Maybe they altered course since 2013, I don't know. But clearly Disney is not the only one who has ever done this.
Could also be that like Disney when Hyatt gets busy they retreat to the more traditional way.
Someone also mentioned that Lowe's at Universal does this but I've never experienced it at Lowe's.
Doesn't mean they're not doing it just means that I haven't experienced it.
And I've stayed at universal hard Rock, Royal Pacific more times than I can count, Sapphire falls, Aventura, and most recently Helios Grand, or I did see someone with an iPad but they directed me to the line for front desk.
Ayla
Well-Known Member
Hyatt is one of our go-to brands. Never seen it.Using iPads at Check-In Provides Customer Service Boost for Hyatt Hotels
An ambitious mobile strategy built around tablets is helping Hyatt Hotels reach new levels of customer service.
TrainsOfDisney
Well-Known Member
I’m Hilton Diamond so obviously stay with them the most - but I’ve stayed at a decent number of Hyatt properties including New Orleans, Anaheim (surprise!), San Francisco, New York City, Emeryville, and a few “Hyatt Places” as well - never seen an iPad.
Which kind of tells me this was not a success.
Disone
Well-Known Member
I did a Google search on whether or not Hyatt is still Using iPads today and the answer varys a bit depending on how the search is worded. Seems they've largely replaced it the process with the World of Hyatt app.
Completely off topic but interesting that you've mentioned Emeryville. Have taken the California zephyr from Chicago to there. Amazing train journey.
TrainsOfDisney
Well-Known Member
That’s why I’ve stayed there!!! I need to take that trip again soon. The Coast Starlight stops there too if you need to get down to LA area for Disney! Haha.
And actually now that I think of Disney in California- I don’t think they have the iPads out there!
Disone
Well-Known Member
I've never seen them used at a Disneyland Resort. And I've never done the coast starlight. It's definitely on my bucket list. A few days at Disneyland and then starlight to Seattle. I want to go the whole way.
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Not only is it not fashionable, and definitely does not work with any costume Disney has for concierge, they really start wearing on your neck after a while. Trust me. I believe strongly that it makes very little sense to use them over a computer, especially considering the physicalities and practicalities, but very few on the upper end seem to agree with me on that.
A lot of people say the desk is a barrier, but I've felt in my experience being behind those desks I felt much more professional than simply standing with an iPad in front of them, looking like a dandy survey taker. There's a reason why no major hotel group has done what Disney is doing. Not only does it not make sense, some CMs (especially 3rd shift, but also most coordinators and managers except when more or less forced ) will completely ignore it and stay behind the desk. There's also practical and security reasons for CMs to stay behind the desk, as quite a bit of time is generally spent calling the back office for room switches, fixing reservation issues, and the like, not to mention calling other parts of WDW for various questions or fixes. Not even talking about quicker things like getting supplies, packages or guest requested amenities from storage areas or the back office. And then what? Right back out.
Most concierges I know, my former self included, vastly prefer the traditional experience because it not only looks better, but it also makes their job easier.
What chains? Corporate owned or using a management company? In my experience working at Disney using the computers is easier and better than the iPads. CMs with accommodations who can't stand and therefore have to sit behind the desk to use computers, tend to have better performance than those of who do so, because standing in front of the desk with the iPad is inherently less efficient than the traditional way. I've certainly heard more CMs complain about the iPads than ever complain about the computers. In my own opinion I always felt more comfortable behind the desk, and I was always more efficient when I was able to sneak that way (third shift didn't care either). It may be different in other hotels, but Disney certainly didn't make it easy in my opinion. It also may be because I was significantly exposed as a kid to front desk employees behind the desk, because I traveled so much as a kid, so I associate the position with the desk. So I may have an inherent bias even despite my personal experiences.
2,800 actually. Lobby should probably be twice as big as it is to accommodate the rush at check-in... But minus late arriving groups it gets really dead in there quite quickly after the check-in rush, especially after about 6-7, so it's oversized in some respects and undersized in others.
That's the training at work. It's a requirement to approach guests that look like they may need help even if they're already being helped. I always asked if I wasn't told otherwise, just in case.
Disney has slowly been trying to get as many people as possible to use the app for checking in, with concierge acting as a kind of failsafe for international guests and those who simply do not check in mobily. Actually mobile check-in has been quite a problem because in about 30% of cases guests will still come to check in physically, either because they want to switch rooms or they have some kind of technical issue or they want physical room keys... Sometimes more. Which kind of kills the idea of swapping to the app, which sometimes doesn't work anyway. I have heard many concierge complain that there is very little reason to check in on the app, and since you can use the digital room key regardless, there's very little reason unless you are a very experienced guest and don't need the desk at all...
Well, that last part is technically a judgement call. I would sometimes say it and sometimes not, depending on the situation. Actually, because unless a guest shows you their ID they aren't allowed to see the contents of the iPad even if it is their own room or financial info... it's a weird catch 22 situation there technically speaking. FWIW concierge are generally trained to handle guest credit/debit cards, but it depends on resort policy (and CM discretion) if they actually do. I would say 80% of the time I would handle them at some point, especially because our payment terminals tended to be a little wonky and many of my colleagues who came from other resorts also noted the same. Sometimes the guests would insist swiping themselves, but that was relatively rare. Gift cards I always handled myself unless they were being particularly temperamental and I would sometimes ask the guest to assist which usually worked.
That's absolutely wrong. There is no reason why a concierge with an iPad cannot handle passports and room keys. They just need to look at the passport in the first place, and then have some keys in their pocket to activate as necessary. Credit card reader is on the back of the iPad case. Doesn't always work, either because it's bad technically or needs charging, but it does work with all major types of cards, credit, debit, or gift. Except for certain new Disney gift cards with codes that have to be entered manually. Hate those.
And yes, a coordinator (technically in this very specific case called an FSA for some silly reason that no one has been able to tell me why) or manager/GEM should be able to do this themselves, even if they have to use their own iPad or go to the desk to do it. Generally they don't as they tend to act in more of a director type role especially when things get busy (or end up resolving guest complaints), but they absolutely are trained to do this themselves. They just pawn it off to a front line CM.
Technically, there's only the sign (double sided too). I've seen people run into it which is always funny but somewhat concerning, and I'm of the belief that they really should have the ropes because of how busy it can get, and people will bunch up in the most random of configurations because there is no signage saying how to form the line simply to form a line. The ropes at least told you what to do and provided a better visual for CMs in terms of who was actually in line versus being helped (which also has to deal with the fact that CMs are discouraged from using the desks except as vague props, so much business is done standing around in the general lobby vicinity).
WDW policy has been except in certain hotel cases, to get concierge away from the desks and to use the iPads exclusively which has a whole bunch of issues. I don't know about the luxury resorts as much, but definitely moderates and values are all about standing in front of that desk and trying to grab whatever guests have problems as they walk by. Which to me is absolutely silly, and looks really cheap, but that's just how it is. Certainly Disney would love if everyone checked in online and used their phone app to get into their room, but it never works in reality as I mentioned in my other comment, and everyone still comes to the desk at some point anyway. Or someone standing in front of the desk with an iPad. I must have made the survey taker joke a thousand times, and it was not a good feeling! I much preferred using the computers behind the desks not only because it looked better but because I could actually do everything I needed to do without stepping away from the guest (grab buttons? My preferred desk area had them within reach, instead of a 2 minute walk each way. Maps? Right there in the same way. Need to phone the back office because the guest wants a different room or wants to see if there's availability to extend their reservation? Right there, just click the button to dial. Need to use the computer either to look something up or because you need program that doesn't work on the iPad? No need to direct the guest to follow you to an approved computer, just log in and use the darn thing. I could go on.).
No idea why Disney would think it's a good idea to make it harder for their CMs to do their job. The iPads don't work half the time, neither do the card readers (which also encode room keys and scan bands), and it's clear there are a multitude of problems that could just be solved by acting like literally every other major hotel chain. This is not a good Disney Difference, but one propped up by dealings with Apple that seemingly are there just to justify getting a bunch of iPads rather than actually doing anything (at least at the value resort there are also CMs outside using an iPad to note guests having arrived, but that rarely actually works and is more or less a make work kind of deal because there's no real reason for someone to be standing outside and using that program - should really be a dedicated doorman like moderate and deluxe resorts have).
I disagree, as someone who has had to use both the computers and desks are far easier operationally and logistically. For reasons I've detailed in other replies, and otherwise. Disney generally lags behind the major hotel chains in many respects, or implements off the walls ideas like these that are never adopted industry-wide for a reason. On the ground there are so many problems with this kind of a system that it almost makes me wonder how much Apple paid Disney to do this.
Tap to pay is very much temperamental, and does not always work. Again a problem with the iPads and the payment processing machines. To the point where CMs generally refuse to do it unless they know it works, and very few ever try to see it works. I note on the space issue, and this may depend on resort because I have a relatively limited experience, but every CM I've seen at least at the lower level resorts tends to be trained very much not to move from those desks unless there is a reason to do so. For example, very rarely have I ever seen a CM sitting down on a couch or chair a guest could sit on checking in a guest, except if it is super busy. I've been told that definitely is not the case at the deluxes (and possibly DVC), but never seen it myself at a moderate or value.
I've seen this happen very recently. I would always, always, always, ask guests if they wanted room keys, even if they had magic Bands assigned to their account (or were wearing them). I received far more people who wanted them than did not. I have heard rumors that some CMs have refused to issue keys outright, but never actively seen it myself in person.
castlecake2.0
Well-Known Member
Anyways… let’s get back on topic. This week food and beverage cast started wearing new costumes at the pool bars and QSR. Sage-ish pants with pinstriped shirt and white collar.
Disone
Well-Known Member
That was a lot.... you're passionately against it.
I think it's important to keep this in context that technology is changing. More and more people are going to wireless technology in their lives, and so goes the technology that hotels use at their front desk.
Something that seems to have been overlooked is that the iPad is not the sole option here.
Disney front desks cast have the versatility to always go behind the desk when they need. And yes today there are still transactions that they need to go behind the front desk to do. But barring those transactions they're free to move about the lobby and interact. I like the versatility. I like that it isn't one or the other.
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Sirwalterraleigh
Premium Member
I’m willing to bet there’s almost zero upside to either side of the pad/desk
But I’m all for trying new things