Currently at WDW for 19 days for my annual trip. It's expensive getting over here from the UK, so I tend to do it once and do it big.
I usually write off the threads that talk about declining service and getting less for more - but I'm coming to agree more and more. Now I'm experiencing a combination of the two; even the upcharge events (which I frequently splurge for) are getting worse.
But now onto the actual point of my post - which is a drill-down on a subsection of of the theme of 'reduced service'.
What the hell is going on with front-line cast members in the parks?
Has someone torn the manual and rule book for cast member training?
A hig level elaboration (as I lie in bed about to get ready for a day at Universal's IOA, where I know team member quality is going to surpass Disney's), the number of disconnected, disinterested cast members I've seen working the entry point of attractions and in stores/shops/merch locations around WDW is astonishing.
There's usually two CMs at the entry point of attractions, and on over half of attraction I've been on this trip - they've been engaged deep in personal conversation about what they did this weekend, their love lives, family, or something else. Not even glancing at guests as they enter an attraction or tap in a FastPass. Some of them not even looking in the direction of guests, but motioning them past with their hands while they continue their conversation.
I've seen multiple CMs taking personal phone calls on their Apple Watch's stealthily while working merchandise, and others checking their phones/social media'ing.
The icing on the cake was yesterday in Epcot, in Ye Olde Shoppe in the United Kingdom. A cast member working a checkout/till/register (whatever you call it), was using the land-phone line for a personal call while twirling her ing hair for a good 10 minutes, as I stood there in disbelief (as she was the only one working the checkout in that area of the store). I contemplated going over to get the name on her tag - which she conveniently either wasn't wearing, or it was out of view. I decided not to deal with her and walked to the other end of the shop to checkout my items, cause I would have unloaded a barrage of sarky comments to her.
I mean... if I wanted to deal with substandard disengaged CMs, I'd goto a theme park with better rides. I pay an extortionate amount of money for the high quality serivce and attractions WDW has to offer - I expect so much more than CMs who don't want to be there.
I'm surprised it's being allowed, because I refuse to believe team leads/supervisors aren't aware of this happening. It's prolific.
This is the first year I've really noticed this - and it is noticable. I should be fair and say it's not all CMs -- some of them are still attentive, amazing, engaged, and interested - but those are no longer the majority.
In another note - Epcot Forever was great last night. Around 5 shells fired during the show, but no other fireworks at all - yet they let the whole thing play out... music with some weak lighting -- all without an announcement, suspension of show, reset, or apology. That was the final straw, after paying $400+ for the Frozen Dessert Party (but far less under their immediate control).
I usually write off the threads that talk about declining service and getting less for more - but I'm coming to agree more and more. Now I'm experiencing a combination of the two; even the upcharge events (which I frequently splurge for) are getting worse.
But now onto the actual point of my post - which is a drill-down on a subsection of of the theme of 'reduced service'.
What the hell is going on with front-line cast members in the parks?
Has someone torn the manual and rule book for cast member training?
A hig level elaboration (as I lie in bed about to get ready for a day at Universal's IOA, where I know team member quality is going to surpass Disney's), the number of disconnected, disinterested cast members I've seen working the entry point of attractions and in stores/shops/merch locations around WDW is astonishing.
There's usually two CMs at the entry point of attractions, and on over half of attraction I've been on this trip - they've been engaged deep in personal conversation about what they did this weekend, their love lives, family, or something else. Not even glancing at guests as they enter an attraction or tap in a FastPass. Some of them not even looking in the direction of guests, but motioning them past with their hands while they continue their conversation.
I've seen multiple CMs taking personal phone calls on their Apple Watch's stealthily while working merchandise, and others checking their phones/social media'ing.
The icing on the cake was yesterday in Epcot, in Ye Olde Shoppe in the United Kingdom. A cast member working a checkout/till/register (whatever you call it), was using the land-phone line for a personal call while twirling her ing hair for a good 10 minutes, as I stood there in disbelief (as she was the only one working the checkout in that area of the store). I contemplated going over to get the name on her tag - which she conveniently either wasn't wearing, or it was out of view. I decided not to deal with her and walked to the other end of the shop to checkout my items, cause I would have unloaded a barrage of sarky comments to her.
I mean... if I wanted to deal with substandard disengaged CMs, I'd goto a theme park with better rides. I pay an extortionate amount of money for the high quality serivce and attractions WDW has to offer - I expect so much more than CMs who don't want to be there.
I'm surprised it's being allowed, because I refuse to believe team leads/supervisors aren't aware of this happening. It's prolific.
This is the first year I've really noticed this - and it is noticable. I should be fair and say it's not all CMs -- some of them are still attentive, amazing, engaged, and interested - but those are no longer the majority.
In another note - Epcot Forever was great last night. Around 5 shells fired during the show, but no other fireworks at all - yet they let the whole thing play out... music with some weak lighting -- all without an announcement, suspension of show, reset, or apology. That was the final straw, after paying $400+ for the Frozen Dessert Party (but far less under their immediate control).
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