Disney's Hollywood Studios testing mobile app pre-ordering at restaurants and during Fantasmic!

[gmajew]

Again, you didn't answer my question (sorry to be pushy, but others demand that I respond to their every utterance so I am just doing likewise).

Is Disney suffering? Are they in trouble with their obscenely priced beef? Or have they simply raised prices to more than cover the fact that beef (and everything else) is costlier. Do I have to bring in poor @ParentsOf4 to quote Disney's own fiscal docs that show a rise in revenue and profits based on increased Guest spending on things like ... food and beverage?

Oh, and are you suggesting that UNI is losing money on their under $20 steak at Mythos?

Yes I am saying their margins from food and beverage should be down. Are they making more total profit? Well if attendance are up and people are spending more in the parks then yes revenue would be up and profit should be up. But look at the details and maybe it is in their earnings statements what the COGS for food and beverage is today compared to years past. I would bet it is higher then years past. I am purely talking about the COGS of the item in the food items.

And MYthos medallion steaks for 19.99 is a deal no doubt about it but are they making money on it yes but they are making let's say a 3 bucks on it when it should be based nearly 10 bucks on that meal of you follow industry guides of 45 percent COGS ON THAT type of menu item. And in my establishments that is consider to high.

MYthos is priced and ran to win awards and get raving reviews.


I am editing. MYthos has even raised the price of that email 3 bucks in the past few years to keep their margin intact?

 

[BrianLo]

Pretty typical thread drift these days.

How does a test for ordering food on your phone turn into 'technology is ruining the world', 'WDW is falling to pieces', 'where is the MK E-ticket'? (Some paraphrasing on my behalf). Next thing you know Universal will enter the conversation for no apparent reason (oh wait, I think that already happened).

It's akin to movie theatres with in seat dining. The general feeling seems to be that has been a positive direction (and one they usually charge a premium for).

I don't see how standing in a long concession line and seeing an overworked CM really counts as a lost experience.

 

[peter11435]

Your hyperbole aside ...
But what happens when technology fundamentally alters a vacation destination in a negative way?

Well I fail to see how an optional service that makes it easier to get food and spend more time with your family fundamentally alters your vacation at all let alone negatively. And if you don't like the service fine, don't use it.

As for your larger point. I personally do not feel that technology has negatively altered the Disney experience. At least not yet. I know my view is shared by many and there are many who disagree with me. But Disney has to market itself and appeal to current and future generations that have and will continue to grow up in a technology filled world ruled by smart phone, the Internet, and immediate access to anything or anyone they desire. They can't base their product on what some curmudgeons resistant to change desire.

So to answer your question if technology negatively alters "YOUR" experience at a vacation destination then you should probably stop going. If you can't adapt to or embrace the change then that is your best option. Find someplace where you can still have a positive experience. The rest of us will be just fine enjoying our delivery popcorn in the Hollywood Hills Ampitheater we entered with our FP+ and Magic Band. Have fun living in the past.

 

[polynesiangirl]

Pretty typical thread drift these days.

How does a test for ordering food on your phone turn into 'technology is ruining the world', 'WDW is falling to pieces', 'where is the MK E-ticket'? (Some paraphrasing on my behalf). Next thing you know Universal will enter the conversation for no apparent reason (oh wait, I think that already happened).

It's akin to movie theatres with in seat dining. The general feeling seems to be that has been a positive direction (and one they usually charge a premium for).

I don't see how standing in a long concession line and seeing an overworked CM really counts as a lost experience.

Thank you.

Good grief. I love this place, but it is beyond ridiculous sometimes around here.

 

[WDW1974]

So Tokyo Disney Sea isn't a theme park either and just a bunch of Disney-BRANDED experiences?
Because they do the same FP that WDW did in 1999-2013 and that DL does today.

Visit the place and then ask me the question.

Nowhere was FP ever used as such an important function of a visit as WDW. Even at TDR, you tend to get a FP first thing you get there, then ride the attraction immediately and then go about your day until the window opens. The fact they actually enforce return times also made it work much smoother. But you don't tend to run around the park like the behavior that is typical at the MK, where it's all about ride count.

 

[WDW1974]

I'm just seeking clarification if your original opinion holds true that this is for lazy people or can you acknowledge that this singular piece of technology could potentially improve the guest experience by allow families or friends to spend more time together instead of some of them waiting in line for food?

Of course it can improve the Guest experience for a relatively small number of people in a very small way. Can you acknowledge that if it gets to the point where if you don't pre-order your crappy Cosmic Ray's grub and you either have to stand and wait or have to eat it while sitting on the fake Hub grass because tables are reserved (to maximize Guests' days) for those who pre-ordered that it might be a negative thing for far more Guests?

 

[WDW1974]

Yes I am saying their margins from food and beverage should be down. Are they making more total profit? Well if attendance are up and people are spending more in the parks then yes revenue would be up and profit should be up. But look at the details and maybe it is in their earnings statements what the COGS for food and beverage is today compared to years past. I would bet it is higher then years past. I am purely talking about the COGS of the item in the food items.

And MYthos medallion steaks for 19.99 is a deal no doubt about it but are they making money on it yes but they are making let's say a 3 bucks on it when it should be based nearly 10 bucks on that meal of you follow industry guides of 45 percent COGS ON THAT type of menu item. And in my establishments that is consider to high.

MYthos is priced and ran to win awards and get raving reviews.


I am editing. MYthos has even raised the price of that email 3 bucks in the past few years to keep their margin intact?

I have taken the meat discussion over to my thread. Not that I care to discuss it much more, but feel free to move it there ... my point was simply that when prices of items rise, Disney simply raises prices more than enough to cover the increase and still grow revenue and profit. Looking at their financial statements that constantly credit 'increased Guest spending due to higher costs'' tends to bear that out.

In other words, if Disney is making $15 profit on an item and costs go up so that they will only make $12 of profit on said item, then Disney is likely to raise the cost of an item by $4-5 to cover the increase and make more as well.

And Mythos shouldn't be lauded for serving great food at fair prices in a nice atmosphere? Oops, said I wasn't talking about this here ...

 

[WDW1974]

Andy, I don't like the way Disney is spending money and the way it is making visiting a chore where everything has to be planned out or you get screwed.

To be clear, I'm entitled to waffle on my opinions (whether you, jake or anyone else feels differently). I'm even allowed to change my mind. And, no, it doesn't harm my BRAND anywhere except with about six people down on the PML.

I have never liked FP at all. Anywhere.

I have used it and abused it as circumstances allowed, but always felt it was something that overhyped and underdelivered.

In my many experiences at Disney resorts around the globe, nowhere is FP such a chore as WDW. And it absolutely has contributed to Guests using the park in a way it wasn't designed for. Because of this, Disney has further Walmarted its product so the lands have very little meaning. It's really a very simple concept. If your whole day is about riding the three mountains of the MK, then you're not looking for detail and theming of any one land. It is all about running around. That has never been me.

Oh, and TSMM absolutely sucks. It's awful. It's a freaking video game that you could play at home. The fact it is so popular at Studios might be because there are no attractions in the park for families. And, yes, I do like it at TDS. Because it is popular there, I can have a better chance of riding the real quality attractions.

Now, are we done?

 

[PhotoDave219]

Your hyperbole aside ...
But what happens when technology fundamentally alters a vacation destination in a negative way?

I dont see this particular bit of technology being a negative. I see it as adding to the guest experience. Long overdue, IMO. Baseball has this.

The only negative is that you have to sit for an hour or 2 in order to get a seat for Fantasmic.... Which I'm assuming hasnt changed in the past 7 years?

 

[jakeman]

Of course it can improve the Guest experience for a relatively small number of people in a very small way. Can you acknowledge that if it gets to the point where if you don't pre-order your crappy Cosmic Ray's grub and you either have to stand and wait or have to eat it while sitting on the fake Hub grass because tables are reserved (to maximize Guests' days) for those who pre-ordered that it might be a negative thing for far more Guests?

So if can improve the guest experience even for a small number of people, why shouldn't it be explored?

Why would I need to acknowledge that? Why is it important that I validate your slippery slope argument? If I'm going to acknowledge the above I might as well acknowledge that having cast members chew my food and spit it in my mouth to speed up table turnover time would be a negative impact as well.

If reservations for QSRs, beyond Beauty and the Beast (of which I haven't tried because neither the set up or the menu seems worth the hassle), happens I'll evaluate it at that time as a positive or negative, but I'm not going to smack down a feature that seems to be mostly positive because there may be negative implications at WDW in the future if a convoluted dovetail involving reservations at a QSR occur.

 

[englanddg]

So if can improve the guest experience even for a small number of people, why shouldn't it be explored?

Why would I need to acknowledge that? Why is it important that I validate your slippery slope argument? If I'm going to acknowledge the above I might as well acknowledge that having cast members chew my food and spit it in my mouth to speed up table turnover time would be a negative impact as well.

If reservations for QSRs, beyond Beauty and the Beast (of which I haven't tried because neither the set up or the menu seems worth the hassle), happens I'll evaluate it at that time as a positive or negative, but I'm not going to smack down a feature that seems to be mostly positive because there may be negative implications at WDW in the future if a convoluted dovetail involving reservations at a QSR occur.

I will. I think in a stadium setup this is silly. The barker system works better both to suggestive sell and to provide the products.

That said, it's testing.

For QS, I think this setup is intriguing. It needs to be integrated with MDE, but that said, it could completely shift the QS experience for most people at Disney into a very positive one.

I'm mixed...

 

[jakeman]

I will. I think in a stadium setup this is silly. The barker system works better both to suggestive sell and to provide the products.

That said, it's testing.

I get that point, but I would counter that instead of waiting for each individual barker come by, a family of 4 can have their complete meal (if that's what they ordered) delivered to them.

For QS, I think this setup is intriguing. It needs to be integrated with MDE, but that said, it could completely shift the QS experience for most people at Disney into a very positive one.

I'm mixed...

I don't think you can look at this test and say "this is for QSR" especially when they have a QSR set up over at MK that's already integrated into MDE.

There's quite a bit of technology for technology sake at the moment (BatB being one of them) but I just don't think this is it.

 

[englanddg]

I get that point, but I would counter that instead of waiting for each individual barker come by, a family of 4 can have their complete meal (if that's what they ordered) delivered to them.

I don't think you can look at this test and say "this is for QSR" especially when they have a QSR set up over at MK that's already integrated into MDE.

There's quite a bit of technology for technology sake at the moment (BatB being one of them) but I just don't think this is it.

You misunderstand what I mean by "barker marketing" I think...

I used to use to it push cotton candy sales, sending a CM around to sell cotton candy and then making it all till up at the cash register when she/he was done. When you have that kid asking you for something, that's much different than ordering it for yourself.

Read through my earlier posts in this thread. I think using this sort of system will transform the experience.

And, I think I said it here, as someone both knowledgeable about IT at a base level and someone who has years of restaurant experience, it intrigues me.

 

[Jon81uk]

You misunderstand what I mean by "barker marketing" I think...

I used to use to it push cotton candy sales, sending a CM around to sell cotton candy and then making it all till up at the cash register when she/he was done. When you have that kid asking you for something, that's much different than ordering it for yourself.

Read through my earlier posts in this thread. I think using this sort of system will transform the experience.

And, I think I said it here, as someone both knowledgeable about IT at a base level and someone who has years of restaurant experience, it intrigues me.

This is why there is a place for both. If you know you need to get a Hot Dog and a Coke as you didn't eat before Fantasmic then the app means you don't have to leave your family to go and fetch it. But cotton candy is an impulse purchase and would sell more from the barker method. Just because you can order via an app doesn't mean that is the only way to make sales.

 

[LuvtheGoof]

I don't disagree. I've never liked FP, always thought it overhyped and underdelivered. And the whole system is why the MK absolutely is no longer a theme park, but a bunch of Disney-BRANDED experiences. No one experiences Frontierland. They ride one of the mountains and then head to Fantasyland for their FP for 7DMT or PPF.

FP fundamentally altered the way Guests experience the park (all of them really, but the worst affect is at MK by far). You aren't immersed in anything but the Disney BRAND at the MK. I recall you saying somewhere that you are in your 20s. Considering FP debuted in 1999, that means for most of your life/visits to WDW, you only know of things that one way.

So I have to partially disagree with you on this one. True, there are some people that will do exactly as you have stated, just go there and look for the next FP+ window, and not even realize what a wonderful place the park really is. They will not look for the details, couldn't care less about the stories behind all of the attractions and areas, and run around like mice in a maze. They will keep their heads buried in their phones, and they will take lots of selfies. I don't like it anymore than you do, but it is a sign of our times, good or bad, and I simply do not see it changing anytime soon if ever. They are used to having everything at their fingertips at a moments notice, and Disney is embracing this demographic.

Then there are people like my wife an I. I think you know that I have been going there since 1978, and was 20 years old the first time I stepped into the MK. I lived in Orlando then and for years afterward, so visited both MK and EPCOT a whole lot. We are interested in the back stories, we look for the little details, we do NOT run around like chickens with our heads cut off to get to the next attraction. We stroll. We take in the little details. We spend time in every land in the MK, and even though I have been there literally hundreds of times, I still see something that I had not noticed before. Yes, it can still be done, even after that many visits. Oh, and we did NOT use FP when it was available. It simply never worked for us. If we wanted to ride the top rides, we got there at rope drop, rode them, and moved on. Guess what? We STILL do that today with FP+, but now we can schedule different rides to fit in with our time schedule. We can still get to rope drop to ride whatever we like, and then we have our FP+ for later in the day, sometimes at a different park even! We have never said that we need to get in so many attractions on any particular day. Some days we ride a whole bunch, some days we only do a few.

I am in IT, and have been for almost 40 years, and I love technology. No, I don't own an Apple Watch (someday - yes), do have a smartphone, but I believe I pulled it out and looked at it maybe 2 or 3 times a day, just to check the time for a lunch or dinner reservation. I was never walking while doing this. We always step out of the way when we do something like this, so as not to be in anyone's way. Maybe we are in the minority there, but you can't fix stupid.

I think Disney needs to keep up with the times, and if ordering a meal on-line with an app is good for some people, then more power to them. We may do it, we may not. You made the statement that what happens when every table is full of people that are waiting for their food that they pre-ordered, and nothing is available for those waiting in line? Well, the simple solution is to eat at a different time. If it is that full, then you should have either eaten earlier, or eat later. That happens now with the current system of everybody standing in line, so there is no difference there. We never eat at a QS when it is crazy busy. We eat at the down times, and yes, there are those.

I know that you don't seem to like change, and do not care for technology. I have no problem with that at all. Unfortunately or not, it is the way of the future, and you can like it or not, but it is here to stay, and will no doubt grow in the future. Since my wife and I still enjoy the parks as we have for decades, you don't NEED technology to enjoy them, but it can enhance certain experiences.

 

[bugsbunny]

I will try this out next week when I'm there and see if it has promise or if its convoluted mess.

At least with this I don't have to schedule my meal 180 days out. WDW has removed a lot of the fun out of the trip and starting well on its path to making it a classroom itinerary than a stress free vacation. By making it so detail oriented, the amount of stress to plan before the vacation is alarm else be screwed when you get there and realize you are shut out.

 

[dstrawn9889]

you dont have to have any FP+ or reservations...

 

[jakeman]

I will try this out next week when I'm there and see if it has promise or if its convoluted mess.

At least with this I don't have to schedule my meal 180 days out. WDW has removed a lot of the fun out of the trip and starting well on its path to making it a classroom itinerary than a stress free vacation. By making it so detail oriented, the amount of stress to plan before the vacation is alarm else be screwed when you get there and realize you are shut out.

The anecdotal day to day data doesn't support this. On most days a majority of the restaurants and attractions are available for booking.

I know there are times where the selection may be more limited than others, but in general that's appearing to be more the exception rather than the rule.

EDIT: I forgot to add, I look forward to seeing how this works in practice. So I am looking forward to your review.

 

[Disfan1971]

Just used it. Downloaded the free app, was in DHS by Tower at the time. Ordered my food but you can't actually place the order until you're in the building. As soon as I was in the patio area of Backlot Express it let me submit it, walked up to the counter and the food was already coming out. Showed them my order number, they gave me my food and I got my drink. Total time from when I entered the patio area to when I sat down was less than 3 MINUTES! Compared to like 10-15 normal I love this new way of ordering.

 

[Mawg]

I'm not sure I'm sold on some of these ideas Disney has had recently. But, I will applaud them for trying new innovative ideas to increase guest satisfaction in ever more crowded parks. Hopefully out of trial and error comes some great ideas that reshape the industry and keep Disney parks ahead of the ball.