Cast Member Standards

[larryz]

Your first statement is completely wrong.

The second they began to serve people food and drinks, and offer lodging, they became a hospitality company.

It may not be their core business, but it makes them a hospitality company.

Our Mission​

The mission of The Walt Disney Company is to entertain, inform and inspire people around the globe through the power of unparalleled storytelling, reflecting the iconic brands, creative minds and innovative technologies that make ours the world’s premier entertainment company.

Don't see Hotelier in there anywhere. Just because my local air museum sells MREs and Pepsi products in their gift shop doesn't make them a hospitality company.

 

[DisneyHead123]

Our Mission​

The mission of The Walt Disney Company is to entertain, inform and inspire people around the globe through the power of unparalleled storytelling, reflecting the iconic brands, creative minds and innovative technologies that make ours the world’s premier entertainment company.

Don't see Hotelier in there anywhere. Just because my local air museum sells MREs and Pepsi products in their gift shop doesn't make them a hospitality company.

They might not have chosen hotelier, but hotelier chose them. Parks, resorts and cruises are where they’re making much of their money now. Guessing that mission statement will evolve to include something about “experiences” over the next decade.

 

[Eric Graham]

They might not have chosen hotelier, but hotelier chose them. Parks, resorts and cruises are where they’re making much of their money now. Guessing that mission statement will evolve to include something about “experiences” over the next decade.

Sorry just a question, but haven't they already followed into the realm of experiences with Adventures by Disney?

 

[Chi84]

They might not have chosen hotelier, but hotelier chose them. Parks, resorts and cruises are where they’re making much of their money now. Guessing that mission statement will evolve to include something about “experiences” over the next decade.

If they’re building and operating so many hotels (and making a good deal of money from them), it would be hard to argue hospitality is not a core part of their business.

 

[DisneyHead123]

Sorry just a question, but haven't they already followed into the realm of experiences with Adventures by Disney?

I think they offer tons of experiences! My comment was about their mission statement, which doesn’t seem to be in line with the totality of what they offer.

 

[TrainsOfDisney]

This can often vary from day to day and also from area to area.

When I first got to Disneyland last month, I ran into several CM’s in a row that weren’t exactly rude or grumpy but they weren’t Disney that’s for sure…. It was a particularly crowded day.

Later that night, and then the next day I visited it seemed back to normal with more friendly / professional CM’s.

 

[Chef Mickey]

Cast Members “doing their jobs” has to be at an all time low. I’m in the parks now and constantly observe 2-5 CMs talking amongst themselves.

This is particularly noticeable at lesser crowded attractions like Living with the Land.

This is even happening at restaurants. Topolinos, Citricos, and Narcoossee’s all had CMs gossiping instead of greeting at host stand. This is AFTER checking in and being called back. Literally, I had to say “hello” first in all cases.

Mama Melrose has to be the worst check-in staff of all.

In 4 days, no one has said “bye” at an exit. Again, talking to coworkers or just staring into space.

Security acts like they aren’t at Disney. Just terrible, unfriendly, and completely apathetic about their (important) jobs.

I am completely disappointed. Worse than ever.

 

[Chef Mickey]

They aren't a hospitality company, they're an entertainment company. I believe they're still planning to outsource their resort hotel operations, hence the homogenization of the decor over the past several years.

That’s nonsense. They are a hospitality company in every sense of the word. They operate tons of hotels and even call us “guests.”

Hotel ops could be outsourced without homogenizing decor. They are just cheap and lazy.

 

[Epcot81Fan]

Cast Members “doing their jobs” has to be at an all time low. I’m in the parks now and constantly observe 2-5 CMs talking amongst themselves.

This is particularly noticeable at lesser crowded attractions like Living with the Land.

This is even happening at restaurants. Topolinos, Citricos, and Narcoossee’s all had CMs gossiping instead of greeting at host stand. This is AFTER checking in and being called back. Literally, I had to say “hello” first in all cases.

Mama Melrose has to be the worst check-in staff of all.

In 4 days, no one has said “bye” at an exit. Again, talking to coworkers or just staring into space.

Security acts like they aren’t at Disney. Just terrible, unfriendly, and completely apathetic about their (important) jobs.

I am completely disappointed. Worse than ever.

That has been my experience on both coasts - they don't even pretend to care or try anymore.

 

[Lilofan]

Cast Members “doing their jobs” has to be at an all time low. I’m in the parks now and constantly observe 2-5 CMs talking amongst themselves.

This is particularly noticeable at lesser crowded attractions like Living with the Land.

This is even happening at restaurants. Topolinos, Citricos, and Narcoossee’s all had CMs gossiping instead of greeting at host stand. This is AFTER checking in and being called back. Literally, I had to say “hello” first in all cases.

Mama Melrose has to be the worst check-in staff of all.

In 4 days, no one has said “bye” at an exit. Again, talking to coworkers or just staring into space.

Security acts like they aren’t at Disney. Just terrible, unfriendly, and completely apathetic about their (important) jobs.

I am completely disappointed. Worse than ever.

Mama Melrose / DHS check in lobby is no bigger than a bread box with guests cast squeezed into this small area like sardines. The bathrooms there are tiny also.

 

[Comped]

Hotel ops could be outsourced without homogenizing decor. They are just cheap and lazy.

Disney isn't planning on outsourcing their hotels anytime soon. At least not that I've heard.

 

[Chef Mickey]

Disney isn't planning on outsourcing their hotels anytime soon. At least not that I've heard.

Another bad decision, IMO. They suck at managing hotels.

 

[mkt]

Another bad decision, IMO. They suck at managing hotels.

They literally copied Hilton's standards, and adapted them and evolved from there to suit their needs.

Not exactly a bad baseline

 

[Chef Mickey]

They literally copied Hilton's standards, and adapted them and evolved from there to suit their needs.

Not exactly a bad baseline

I stay at mostly Marriott brands and their hospitality blows Disney out of the water. I would guess Hiltons are better in general, but I can’t speak from experience. I do stay at mostly St. Regis and Ritz brands, but the prices Disney is charging should be closer to this standard. Wilderness Lodge is a joke in comparison to the Ritz, practically anywhere and can actually cost more. Same with Grand Floridian. Disney makes a large effort to literally never talk to their guests at hotels. I also have to request daily housekeeping at Disney hotels.

 

[TrainsOfDisney]

Disney makes a large effort to literally never talk to their guests at hotels.

I love Riverside but earlier this year when checking in, the CM host sat down on a coffee table and poked around on an iPad to check me in. Really odd. He was nice though.

Back to CM standards…. The worst I’ve ever seen was at Disneyland right after Galaxies Edge opened…. The brand new “immersive” land and all the CM’s were leaning against the million dollar rock work chatting with each other. I believe Josh was still president of DL during that time… so that’s very telling.

On my recent trip to DL I encountered plenty of friendly CM’s though. No major negatives that I can think of over 2 days.

 

[mkt]

I stay at mostly Marriott brands and their hospitality blows Disney out of the water. I would guess Hiltons are better in general, but I can’t speak from experience. I do stay at mostly St. Regis and Ritz brands, but the prices Disney is charging should be closer to this standard. Wilderness Lodge is a joke in comparison to the Ritz, practically anywhere and can actually cost more. Same with Grand Floridian. Disney makes a large effort to literally never talk to their guests at hotels. I also have to request daily housekeeping at Disney hotels.

I've got status with both Marriott and Hilton (and IHG as well). IME, Marriott properties are overall better, but Hilton still has fairly high standards.

As for comparing Wilderness Lodge to a Ritz, it’s not exactly a fair match since they’re aiming at entirely different target segments.

Ritz-Carlton primarily attracts affluent individuals and business travelers seeking true luxury and exclusivity. On the other hand, Disney Deluxe Resorts, like Wilderness Lodge, target families wanting an immersive, premium experience (though often at a luxury price) with convenient park access and internal transportation.

There is some overlap, but it’s generally limited to higher-income travelers with families looking for unique experiences - though their definitions of luxury may differ.

It’s like putting someone who’s only flown Emirates long haul international first-class on a narrowboy domestic American Airlines first class flight. Yes, it’s technically first class... but the experience is worlds apart.

 

[TrainsOfDisney]

It’s like putting someone who’s only flown Emirates long haul international first-class on a narrowboy domestic American Airlines first class flight. Yes, it’s technically first class... but the experience is worlds apart.

More like comparing Emirates with AA international first. And at the same price too.

Disney doesn’t do a terrible job with hotels, values and moderates are fine. But the higher ends like Grand, Polynesian, etc. really need to match service with price a little more.

 

[Chef Mickey]

I've got status with both Marriott and Hilton (and IHG as well). IME, Marriott properties are overall better, but Hilton still has fairly high standards.

As for comparing Wilderness Lodge to a Ritz, it’s not exactly a fair match since they’re aiming at entirely different target segments.

Ritz-Carlton primarily attracts affluent individuals and business travelers seeking true luxury and exclusivity. On the other hand, Disney Deluxe Resorts, like Wilderness Lodge, target families wanting an immersive, premium experience (though often at a luxury price) with convenient park access and internal transportation.

There is some overlap, but it’s generally limited to higher-income travelers with families looking for unique experiences - though their definitions of luxury may differ.

It’s like putting someone who’s only flown Emirates long haul international first-class on a narrowboy domestic American Airlines first class flight. Yes, it’s technically first class... but the experience is worlds apart.

The price point doesn’t match the service at higher end resorts, which is my issue and sounds like you basically agree. The location of the deluxe resorts is still good, which is why I use them. I agree, that’s some of what you’re paying for in those properties.

Better service at Deluxe resorts would cost a bit more perhaps, but the main issues are a result of training and management. Smiling and providing excellent service goes a long way. I basically didn’t see a Cast Member at Wilderness Lodge and never interacted with one. It was $510/night.

 

[Chef Mickey]

More like comparing Emirates with AA international first. And at the same price too.

Disney doesn’t do a terrible job with hotels, values and moderates are fine. But the higher ends like Grand, Polynesian, etc. really need to match service with price a little more.

Agreed. The biggest gap is service and some kind of loyalty program. Why you pay $800/night at Grand Floridian and get absolutely nothing for your loyalty on a return trip is baffling.

 

[TrainsOfDisney]

Agreed. The biggest gap is service and some kind of loyalty program. Why you pay $800/night at Grand Floridian and get absolutely nothing for your loyalty on a return trip is baffling.

Yeah…. I was about to mention that in my previous post. I just stayed at the brand new Conrad Hilton in LA (before heading down to Anaheim the next day).

It was free, using a reward night. As a Diamond member they upgraded me to a corner 1-room suite. And I got a $50 credit for Food and Beverage. (Which barely covered my club soda and sandwich at the lounge! Haha).

It was the nicest hotel I’ve ever stayed at…. And it was completely free.

Disney has a great loyalty program for the cruise line…. It’s baffling they haven’t built one for the resorts.