Anyone had any uninformed CM cases?

ABigBrassBand

ABigBrassBand

Well-Known Member
Original Poster
For example, I was too lazy to confirm the splash mountain refurb, as we were at HM and we didn't want to walk over. There was a huge crane above SM, but I just wanted to make sure that the opening date was correct. I asked 5 CM's, who all said that SM was open and that the area opened at 9. We eventually gave up, and went on the HM, where a CM confirmed that it was closed and what date etc.

Just makes me wish I could live in FL and work there. Anyone else have these problems with uninformed CM's? I've had too many occasions where I correct them, and thats only one time.
 
Courtney1188

Courtney1188

New Member
The CMs are given information affecting them and the attraction they work at. Period. Sure, they could do research on their own about other refurbs going on and things like that, but I don't expect them to know the refurb dates of a ride they don't work on. But I will say that if they do not know the answer to a question they should just tell you they don't know, rather than to make something up.
 
marni1971

marni1971

Park History nut
Premium Member
One that painfully sticks in my mind was trying to get information on the spot years ago about the Kiss Goodnight. 2 didn`t know what it was, and 3 gave 3 different and wrong times.
 
Captain Hank

Captain Hank

Well-Known Member
*sigh* This is why we have Tell-a-Casts. For those that don't know, Tell-a-Casts are little pamphlets given to CMs on a weekly basis that have the answers to pretty much any normal Guest questions. They have operating hours, entertainment schedules and refurb information, among other things. CMs are supposed to have them on them at all times while onstage...doesn't happen often enough, though, as the OP found out.
 
Courtney1188

Courtney1188

New Member
Captain Hank said:
*sigh* This is why we have Tell-a-Casts. For those that don't know, Tell-a-Casts are little pamphlets given to CMs on a weekly basis that have the answers to pretty much any normal Guest questions. They have operating hours, entertainment schedules and refurb information, among other things. CMs are supposed to have them on them at all times while onstage...doesn't happen often enough, though, as the OP found out.
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Is that something new? I did the CP a couple of years ago and have never heard of that.
 
E

Eyorefan

Active Member
Susan Savia said:
Why not ask questions like those, at Guest Services. They might know a bit more then CMs do. :veryconfu Just a thought...
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Splash is a major attraction. All CMs should know if its open or not. They may not know the exact date its going to reopen, but they should know if its closed.

A few years ago I was eating dinner at Toney's in the MK with my Mom on a EMH night. At the last minute we decided that we would like to ride HM before we went back to our hotel. After asking 5 CMs and being sent on two wild goose chases, we were finally able to find out where to get a wrist band so that we could ride one stinking ride. :brick:

Now I realize that CMs aren't going to know everything about everything. To a lot of them is just a job, blah, blah, blah... BUT where to get a wrist band on an EMH night was BASIC information. CMs should know the answer to that question. There is no excuess not to. And again. If you don't know, don't make something up.
 
devoy1701

devoy1701

Well-Known Member
unfortunately CMs are not held to the same level that Walt used to hold them after the first year DL was opened.

I have also seen some very immature and badly misbehaving off-duty CMs while at EPCOT who were pretty much shouting to the world that they were CMs... wouldn't have been a big deal if they would have kept that part hush...
 
sweetpee_1993

sweetpee_1993

Well-Known Member
My favorite is talking to the Disney Travel people to make dining &/or special event reservations. 2 years ago at my 60 day mark I needed to make our Lunch w/an Imagineer reservation. The CM I got on the phone argued with me for 10 minutes that it didn't exist. Eventually I gave up, hung up, then called right back. The 2nd CM knew what it was & took care of everything for me.

Also, prior to our club level stay at AKL this January I attempted to work with the IPO cast. They were uninformed when it came to the Crystal Palace refurb & I had to convince the guy to at least check his system to see if LTT was taking breakfast ADRs (which they were & he booked for me). Also, was unimpressed with the IPO folks who took forever to get back with me on tee times. When they did things weren't booked right so I had to call the golf # & straighten it all out.

We've also run into some pretty clueless front line CMs before too. Quite a few of them readily admit we prob'ly know more than they do about hours, refurbs, etc.
 
castlecake2.0

castlecake2.0

Well-Known Member
devoy1701 said:
unfortunately CMs are not held to the same level that Walt used to hold them after the first year DL was opened.

I have also seen some very immature and badly misbehaving off-duty CMs while at EPCOT who were pretty much shouting to the world that they were CMs... wouldn't have been a big deal if they would have kept that part hush...
Click to expand...


One of my BIGGEST pet peeves. Way to ruin the magic! I always told my trainees when you are off the clock in the park you work at 'Publix'. Guests dont need to know you work there when you are off the clock cast members. Another pet peeve, off duty cast wearin pieces of costumes in the park. Maybe regular guests dont notice, but I can spot Disney issued costume pants miles away... You should eithe be in full costume or none at all...

end of rant.
 
BigRedDad

BigRedDad

Well-Known Member
I can confirm all front desk/registration CMs do not know how to apply different credit cards to different room keys. If I didn't have more to do, I would have argued as I high as I had to go to get them to assign different credit cards to different keys. It wasn't worth the hassle.
 
raven

raven

Well-Known Member
Eyorefan said:
Now I realize that CMs aren't going to know everything about everything. To a lot of them is just a job, blah, blah, blah... BUT where to get a wrist band on an EMH night was BASIC information. CMs should know the answer to that question. There is no excuess not to. And again. If you don't know, don't make something up.
Click to expand...

It's up to the management of each CM to inform CM's unless the CM's find out on their own (in the Telecast or the Hub). This often happens at WDW and news and information is constantly changing.

A little over a year ago they decided to do a "surprise opening" at Epcot letting resort guests into the park around 7AM to ride Soarin' and Test Track. The entire night crew (custodial, horticulture, painters, maintenence, ect.) was not informed until 1/2 before it happened and there ended up being cranes and maintenance vehicles still in the park while guests were rushing by.

So knowing everything isn't always the case with CMs. Stick with Guest Service if you want to find out an answer immediately.
 
devoy1701

devoy1701

Well-Known Member
raven said:
It's up to the management of each CM to inform CM's unless the CM's find out on their own (in the Telecast or the Hub). This often happens at WDW and news and information is constantly changing.

A little over a year ago they decided to do a "surprise opening" at Epcot letting resort guests into the park around 7AM to ride Soarin' and Test Track. The entire night crew (custodial, horticulture, painters, maintenence, ect.) was not informed until 1/2 before it happened and there ended up being cranes and maintenance vehicles still in the park while guests were rushing by.

So knowing everything isn't always the case with CMs. Stick with Guest Service if you want to find out an answer immediately.
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knowing where to get EMH and knowing that they were going to do a surprise opening of Epcot are two completely different entities.

Its all about ambition anyway...there's no excuse for a CM not knowing where to pick up an EMH wrist band...bottom line is you should know your job and make every attempt to learn as much as possible (that goes for any job). And that has to do with what i meant early with CMs aren't held to the same level that Walt used to hold them after the first year of DL being opened. It's a shame that some CMs just see it as a job and don't make an attempt to go above and beyond. And believe you me...we've ALL seen/had instances when CMs are less than magical.
 
mickey2008.1

mickey2008.1

Well-Known Member
sweetpee_1993 said:
My favorite is talking to the Disney Travel people to make dining &/or special event reservations. 2 years ago at my 60 day mark I needed to make our Lunch w/an Imagineer reservation. The CM I got on the phone argued with me for 10 minutes that it didn't exist. Eventually I gave up, hung up, then called right back. The 2nd CM knew what it was & took care of everything for me.

Also, prior to our club level stay at AKL this January I attempted to work with the IPO cast. They were uninformed when it came to the Crystal Palace refurb & I had to convince the guy to at least check his system to see if LTT was taking breakfast ADRs (which they were & he booked for me). Also, was unimpressed with the IPO folks who took forever to get back with me on tee times. When they did things weren't booked right so I had to call the golf # & straighten it all out.

We've also run into some pretty clueless front line CMs before too. Quite a few of them readily admit we prob'ly know more than they do about hours, refurbs, etc.
Click to expand...

I agree with the cms at disney travel co., doesnt seem like they know much of anything. I have hung up and called back numerous times and got totaly diff. answers. I have even been able to get a a hotel that was sold out between two different cms with in minutes of calling. :veryconfu
 
Master Yoda

Master Yoda

Pro Star Wars geek.
Premium Member
devoy1701 said:
knowing where to get EMH and knowing that they were going to do a surprise opening of Epcot are two completely different entities.

Its all about ambition anyway...there's no excuse for a CM not knowing where to pick up an EMH wrist band...bottom line is you should know your job and make every attempt to learn as much as possible (that goes for any job). And that has to do with what i meant early with CMs aren't held to the same level that Walt used to hold them after the first year of DL being opened. It's a shame that some CMs just see it as a job and don't make an attempt to go above and beyond. And believe you me...we've ALL seen/had instances when CMs are less than magical.
Click to expand...
I do not really think that it is a case of Disney not wanting to keep that standard it the simple fact that it is not really possible considering the vast number of people that they need to employ. In Walt's day he needed around 3500-5000 people to run DL. WDW can have as many as 65,000 people working there. With that large of a workforce needed you can't exactly pick the cream of the crop for every single position. Sometimes you have to take a warm body.
 
devoy1701

devoy1701

Well-Known Member
Master Yoda said:
I do not really think that it is a case of Disney not wanting to keep that standard it the simple fact that it is not really possible considering the vast number of people that they need to employ. In Walt's day he needed around 3500-5000 people to run DL. WDW can have as many as 65,000 people working there. With that large of a workforce needed you can't exactly pick the cream of the crop for every single position. Sometimes you have to take a warm body.
Click to expand...

having ambition was the main point of that post Richard...going into a job at Walt Disney World, one should know that there is a certain standard that is to be expected :brick:
 

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