Question: Cast Member Training

[GrandFloridiana]

Everytime I go WDW, I am sooooooooooo impressed how CM make my day just a little, but "very special" something.
I am so amazed how it's possible to keep CM quality standard so high and incomparable to any other/same industry !

Does anyone know how CM is being trained to build that "quality" ?
( I just read the forum of how special CM "TJ" is in ToT, and that "quality" is what I am talking about...)
I heard WDW has some training program but don't know detail about that.

I am new (just registered today)...hope someone can help me out with this question :lookaroun

 

[joanna71985]

Cast members have to go through training when they first start. This includes traditions and special training for whatever area you're working in. For example, I worked in merchandise. I had to do Merchantainment. This goes over how to work the registers, guest interaction, ect. So there is a lot of training before you start work.

 

[Magic Maker]

It first starts with
"Hire the smile"
That's an old Hospitality Industry saying. Those that do not love being at WDW and helping people are not going to last long. Traditions is our special introduction to the World of Disney. To me it should be longer for those that are not familiar with Disney at all. You then have an additional day that focus on the culture or your park or your resort. Then you have about 3-5 days on the job training in your specific area.

 

[mousermerf]

Two things..

1. Disney lets the CMs help people. They deal with hundreds if not thousands of people each day - if they could only say "no" like in the capital one commercials, they'd be miserable.

2. Disney sets guidelines. There is an order of importance, and a golden rule. Safety outranks everything in the order (Safety, Courtesy, Show, Efficiency) and it's much easier to use for an answer than "What would Walt do?" and the golden rule "Never inconvience one guests for another" makes things run really smoothly. The ideas sorta balance each other out.

 

[mousermerf]

Oh, also - Disney has offstage areas for CM's to cry, scream, pull their hair out, etc. Many jobs don't let their people chill - Disney has learned it has to.

 

[Solace17]

I know I'll find all this out when I do my training for the CP in the spring, but what are the CMs allowed to do as far as giving away free things and the like (like if someone drops their ice-cream cone or something) or doing something for a guest that missed their fastpass time slot or something. In general, what things are CMs allowed to do that "take away" from Disney (financially only, but in which Disney gains because the guest had an enjoyable experience).

 

[TiggersPooh]

small things like popcorn and ice cream are pretty easy to REPLACE...not give away. Fastpasses...who cares its a piece of paper...make the guest happy. At most places you can always be late for a fastpass

 

[GrandFloridiana]

Wow ! I am so happy to receive so many info. from you - thank you joanna71985, Magic Maker, mousermerf, solace17, TiggersPooh !!!!


I see...now it makes sense why CMs have always happy face, smiling and
make some little something that does really surprize and make my day !

I do pin trade and am collecting Pooh Christmas (12 pins to complete the collection), in Epcot,
I found one pin that will be my #9 to complete 12, (it is RELLY hard to find the pin that I am looking for !)
but unfortunately, that CM's pin trade are only for kids (greenbelt meant to be for kids trade only).

I did not know that and I just simply asked her if she can trade with my pin
and she said "Oh...you know, this is for kids only sign (greenbelt) but you know what, I will do it and it's secret !" Isn't that pretty ?

Also one day, I was in a elevetor in the Grand Floridian Hotel, and a man was coming in
who seemed to be taking care of all flower display in the entire hotel.
He had a huge vase with beautiful flower arrangement and I was looking at it smiling
because it was so beautiful, then he picked one rose and passed me as he
was stepping out the elevetor and told me "it's for you - have a nice day".
You see, no guests will realize one rose is missing from the vase but this
one rose DID make my day so special and still remember how little thing
can happen during my stay in WDW !!!

They are so coooooooooooooooooooooool and very special people !
Anyone who's going WDW soon enjoy your stay !!!
I cannot wait to go back ! I've been there already 10 times
but this is the place you NEVER see ordinal same thing but
always something special & precious !
GrandFloridiana :xmas:

 

[MagliteL13]

Put the guest first! That was something I was taught. Now, that doesn't mean always giving them what they want--cause somethings just aren't possible, feasable, or fair to other guests. Always keeping the guests informed as to why they have to wait a little longer or such--keeping them in the loop seems to keep them happy. If a family of four only has three fastpasses--I'd just put myself in their situation. I'll let all four of them in. As was mentioned before-- Safety, Courtesy, Show, Efficiancy. Those are the big four. Notice efficiancy is the last one.

 

[GrandFloridiana]

Thank you so much Jeremy.
Do they (WDW) have some "manual" to teach all that ? Or that's something
passed down (trained) by words ?

By reading many comments, including some people who had experience
working there, it makes me feel like working at WDW one of the day !
All members seems to be very "happy, positive" people !
Sure WDW is really a magical place !!!

 

[joanna71985]

I believe it's both. You're told a lot of things in training, but you're also given a guide for your area (like a guide on how to work the register).