Cast Member Standards

[Rescue Ranger]

As another visit comes to a close I'm left taken aback by the current standard and quality of the Cast Members Disney is hiring - what happened?

Don't get me wrong, there are still some AMAZING cast members here but they are few and far between. The younger CMs especially. Miserable. Absolutely no knowledge of the property. Characters. Parks. You name it. Overall friendliness just doesn't seem to be what it was.

If you work in WDW have no clue what a 'Figment' is or work next to Epcot yet have never seen the fireworks or work at Riviera but don't know there is a restaurant on the top floor or appraoch a cast member in full uniform about a wheelchair and they answer back "not now sorry, my shift is ending" and walks away - I've never seen such a lack of interest or poor attitude from Cast here.

Much like the attention to detail and upkeep of the resorts compared to years back, I always say to myself it's going to improve yet each time I visit it seems to deteriorate further. One step forward and 2+ steps back.

I still love it here however the lasting impression I'm left with is not what it used to be and another reason why we visit less.

 

[marni1971]

As another visit comes to a close I'm left taken aback by the current standard and quality of the Cast Members Disney is hiring - what happened?

Don't get me wrong, there are still some AMAZING cast members here but they are few and far between. The younger CMs especially. Miserable. Absolutely no knowledge of the property. Characters. Parks. You name it. Overall friendliness just doesn't seem to be what it was.

If you work in WDW have no clue what a 'Figment' is or work next to Epcot yet have never seen the fireworks or work at Riviera but don't know there is a restaurant on the top floor or appraoch a cast member in full uniform about a wheelchair and they answer back "not now sorry, my shift is ending" and walks away - I've never seen such a lack of interest or poor attitude from Cast here.

Much like the attention to detail and upkeep of the resorts compared to years back, I always say to myself it's going to improve yet each time I visit it seems to deteriorate further. One step forward and 2+ steps back.

I still love it here however the lasting impression I'm left with is not what it used to be and another reason why we visit less.

Noticed it ourselves recently. Again, it’s a minority. But far more noticeable that it used to be.

 

[Epcot81Fan]

On both coasts, it’s embarrassing and sad.

Throw in the carny-level grooming standards and one of the key differentiating elements of the Disney theme park experience is quickly being erased.

And to specifically answer your question “What happened?” - they stopped caring.

(Oh, and they mock you for noticing or caring.)

 

[John park hopper]

Disney once had standards ----now they don't -----Sad

 

[DisneyHead123]

I would be curious to see numbers on approximate total cast members working in the 80s vs today. The number must have increased exponentially. Combined with so many other parks opening and expanding in Orlando, it’s kind of amazing they can stay staffed at all.

My money is on Disney looking to automate as much as possible as soon as possible, because as they expand, their need for employees will only increase.

 

[DisneyFanatic12]

As another visit comes to a close I'm left taken aback by the current standard and quality of the Cast Members Disney is hiring - what happened?

Don't get me wrong, there are still some AMAZING cast members here but they are few and far between. The younger CMs especially. Miserable. Absolutely no knowledge of the property. Characters. Parks. You name it. Overall friendliness just doesn't seem to be what it was.

If you work in WDW have no clue what a 'Figment' is or work next to Epcot yet have never seen the fireworks or work at Riviera but don't know there is a restaurant on the top floor or appraoch a cast member in full uniform about a wheelchair and they answer back "not now sorry, my shift is ending" and walks away - I've never seen such a lack of interest or poor attitude from Cast here.

Much like the attention to detail and upkeep of the resorts compared to years back, I always say to myself it's going to improve yet each time I visit it seems to deteriorate further. One step forward and 2+ steps back.

I still love it here however the lasting impression I'm left with is not what it used to be and another reason why we visit less.

Always sad to hear stuff like this, but not saying you’re wrong at all.

I know that the CMs, to me at least, have always been a huge differentiator between Disney and Universal. I’m fortunate enough to say that it’s incredibly rare for me to find myself not impressed by how knowledgeable and caring the cast are.

 

[AndyS2992]

I’ve written about this previously but my 2022 trip was the same. Young girls specifically looked bored, slouching around, on phones, rude, disinterested, clueless, clearly only there for social media clout. The young guys were better but not by much, older CMs were great though.

Just came back from Disneyland CA and it was even worse, they really didn’t care nor looked like they wanted to be there at all. The CMs at Galaxy’s Edge were not in character at all or enthusiastic like their WDW counterparts and the young girl who interacted with Goofy in the line for Mickey & Minnie gave the most half arsed spiel it was almost comical.

I’ve been to Disneyland Paris during the dark days so used to ‘off’ CMs but this now seems to be the new Disney standard across the board.

 

[JIMINYCR]

Heading down tomorrow and I'll be seeing for myself. Whenever weve had a bad CM experience in the past the issues were immediately handled properly by the CM supervisor or other CM's who were nearby on duty. Weve always been impressed by how they have been courteous to me and DW.
Weve always stood up for ourselves if need be by asking for someone in control. You must be pro active and not just walk away unsatisfied by how you are mistreated. Complaining after the fact online makes you feel better but it doesnt resolve the problem for the next guest. ANY worker ( at WDW or any company) needs to be taught that rudeness wont be tolerated because it does like in your instance leave a guest unhappy.

 

[Weather_Lady]

My (admittedly anecdotal) impression via the half dozen cast members I know is that the problem is coming from the top down: low morale, caused by increasing demands and corporate indifference, without increased compensation. It tracks: WDW is trying to take more than ever from guests while giving less and less in return: why wouldn't it do the same to its employees?

 

[NelsonRD]

I am sorry, this is a generational work ethic problem, with a decline in every industry, and Disney is not immune to the quality of the available work force. They should look at hiring retirees again instead of youth.

 

[castlecake2.0]

As another visit comes to a close I'm left taken aback by the current standard and quality of the Cast Members Disney is hiring - what happened?

Don't get me wrong, there are still some AMAZING cast members here but they are few and far between. The younger CMs especially. Miserable. Absolutely no knowledge of the property. Characters. Parks. You name it. Overall friendliness just doesn't seem to be what it was.

If you work in WDW have no clue what a 'Figment' is or work next to Epcot yet have never seen the fireworks or work at Riviera but don't know there is a restaurant on the top floor or appraoch a cast member in full uniform about a wheelchair and they answer back "not now sorry, my shift is ending" and walks away - I've never seen such a lack of interest or poor attitude from Cast here.

Much like the attention to detail and upkeep of the resorts compared to years back, I always say to myself it's going to improve yet each time I visit it seems to deteriorate further. One step forward and 2+ steps back.

I still love it here however the lasting impression I'm left with is not what it used to be and another reason why we visit less.

If you recall specific locations email guest.services@disneyworld.com so they can follow up with the area’s leadership teams

 

[Eric Graham]

just a question....if we have a wonderful experience in the parks/resorts etc...what is the best way to recognize them?

 

[Disney4family]

just a question....if we have a wonderful experience in the parks/resorts etc...what is the best way to recognize them?

Cast Member Compliments are under Help & Feedback on the Disney App

 

[DisneyHead123]

I am sorry, this is a generational work ethic problem, with a decline in every industry, and Disney is not immune to the quality of the available work force. They should look at hiring retirees again instead of youth.

I think there are definitely some generational differences, but honestly, they’re so much more pronounced in other places that I think relatively speaking, I notice them less at Disney. Example - I was at Appleby’s with a couple of coworkers for dinner and drinks a little while back. When we finished dinner we were lingering over drinks and conversation (not for some insane amount of time, we were there maybe an hour and a half total.) Not our waiter, but literally our waiter’s manager comes over and asks why we haven’t paid, because we finished our food and our waiter wants to go home now. Like the manager of this restaurant didn’t realize, hey, maybe that’s not the most appropriate thing to say to customers. At Disney, sure, some CMs have come across as a little clueless (especially right after Covid, less so now,) but for the most part they try to be polite and respectful in a way that you don’t always see in other places. That might just be my experience, but overall I’ve been pretty happy with the customer service at Disney relative to most other places.

 

[Epcot81Fan]

I am sorry, this is a generational work ethic problem, with a decline in every industry, and Disney is not immune to the quality of the available work force. They should look at hiring retirees again instead of youth.

My local In N Out and Chick-fil-A locations have well groomed, energetic, polite, and engaged employees.

Disney is using a “fog the mirror” approach, lowering standards, and no longer believes Cast Member quality matters.

They believe if the sheep will stand in line to buy a popcorn bucket, who cares who sells it to them?

 

[Chi84]

My local In N Out and Chick-fil-A locations have well groomed, energetic, polite, and engaged employees.

Disney is using a “fog the mirror” approach, lowering standards, and no longer believes Cast Member quality matters.

They believe if the sheep will stand in line to buy a popcorn bucket, who cares who sells it to them?

Same with our local White Castle and Taco Bell. It’s a pleasure to deal with them.

But I’ll disagree about the CMs at WDW. They’ve always been great when we visit.

 

[Eric Graham]

Cast Member Compliments are under Help & Feedback on the Disney App

awesome, thank you oh so much!

 

[Goofyernmost]

Noticed it ourselves recently. Again, it’s a minority. But far more noticeable that it used to be.

There also was another era when that happened. It was years ago but I noticed CM's just hanging around an attraction laughing and talking amongst themselves completely ignoring people that were trying to ask a question and when they finally did notice them, their facial attitude said, "can't you see I'm talking with my friends?" After seeing that I noticed more and more CM's on their cellphones and ignoring everyone.

That same trip I also went to Universal and at one point I apprently looked like I was puzzled and two Team Members came to me and directly asked if they could help me find something. Just a few steps after that another TM asked if he could help me, I thanked him and sad thank you for asking but I just got my answer so I must have an "I think I'm lost look on my face". He then asked me were I was from (Vermont at the time) and walked along with me for a distance just chatting about what Vermont was like and how he wanted to go there sometime. Since this was in February I told him to wait until winter was over then go.

That had to have happened in the first decade of the 2000's. There was such a striking difference between the attitudes from Disney compared to Universal that I think I even posted that on one of the Disney boards at the time. BTW, I haven't been to Disney for the last 4 years but previous to that I did notice that the Disney CM's got friendlier and more involved, but perhaps it has gone back the other way again.

 

[John park hopper]

IMO the over all work ethic has declined. My parents taught me and my siblings no matter what the job do your best at it. I passed this on to my sons. It's not just WDW Disney who just hires warm bodies to fill positions

 

[G00fyDad]

Noticed it ourselves recently. Again, it’s a minority. But far more noticeable that it used to be.

I wonder if it has to do with the rapid hiring they had to do once the parks opened after COVID? Maybe they had to hire and train as fast as they could so that meant skipping parts of the training that included how to behave in the view of the guests and the history of the parks. Didn't they used to have an entire class on what it meant to be a CM at one time?