What services would it take to get you to stay on the Concierge level?

[durangojim]

And no fair saying a free upgrade. We're talking about what Disney could do to entice people to stay on the concierge level for the same price they currently charge. I've stayed on a concierge level once at the BC. It was nice, but made me realize there is no way I'd pay to stay there.
The one thing that would make me stay there is this:

Being able to arrive on my trip with no ADRs and just telling the concierge that I wanted to go to a restaurant the day of or the next day. If I could do that and not have to plan the whole trip to accommodate dining reservations, it would be worth it to stay there to me.

 

[blueboxdoctor]

Good question. We were somehow upgraded to it one trip, and it was neat to just walk down and get food anytime with no line, but that was about it. Sure, the view was great over the lake (at the Polynesian), but after looking at the actual price for this service it isn't really worth it (though it was nice to just chill there at noon when it was really hot and just overlook the lake from the eating/sitting area). Still, it isn't something I'd really pay for unless it was a big group trip where everyone contributed to it. However, there was one person that took advantage of the free food, and at 9 in the morning he stuffed his bath robe pockets with Heineken, and it seemed like every time I was down there he was getting more.

 

[dizzney]

Iam at a loss on this one. I usually do my due diligence and make multiple ADR's for each day of my visit, but if I feel the ADR's I already made are not what I crave, I call my concierge to get what I want. I have never had them not get what I desire.


Jimmy Thick-High roller?

Should I even ask if you make those multiple ADR's at the same time in different restaurants peventing others of us from getting certain ressies?

 

[Mukta]

And no fair saying a free upgrade. We're talking about what Disney could do to entice people to stay on the concierge level for the same price they currently charge. I've stayed on a concierge level once at the BC. It was nice, but made me realize there is no way I'd pay to stay there.
The one thing that would make me stay there is this:

Being able to arrive on my trip with no ADRs and just telling the concierge that I wanted to go to a restaurant the day of or the next day. If I could do that and not have to plan the whole trip to accommodate dining reservations, it would be worth it to stay there to me.

A full balcony with 2 chairs and a small table
Plush robes
Complimentary wine, beer, cordials sent to my room instead of just in the lounge
Bigger rooms than what they currently have
Some kind of improvement on the transportation. Either giving me a schedule of the buses or calling me in my room when the bus I want is 5 minutes away.
1 Fastpass of my choice each day

 

[TP2000]

I just have some additional insight to your comments. I have a friend who got hired in a concierge role at a deluxe resort a few months ago. This cast member previously had worked as a parade dancer in one of the parks, and simply put in for a transfer. Has no experience or even worked in any hotel or hospitality position before. It apparently is as simple as applying...

Thank you for that info! It aligns with everything I've ever heard about the "Concierge" Cast Members on both coasts. I had a very perky "concierge" once tell me all about Pirates of the Caribbean in an empty lounge one morning, and she was very sweet to do so, because she proudly told me she had been a ride operator there for several years before she transferred to the hotel.

Ride operators pretending to be concierges. :ROFLOL:

And people are actually expecting them to perform the same miracles that the concierge at a Four Seasons or Ritz or any big luxury hotel can? Disney should be ashamed of itself.

The gig is up Disney, we know they aren't really concierges, nor are they astronauts or brain surgeons, so pick another name for them please.

 

[Lucky]

Should I even ask if you make those multiple ADR's at the same time in different restaurants peventing others of us from getting certain ressies?

Now this is weird, I just booked a stay from Dec 9- Dec 22.

I got LeCellier on the 10th at 5 and 7:30, the 14th at 6 and 8, and the 19th at 4:30 and 8.

Let me know when you are going down and I'll hook you up:wave:

It depends on when we want to eat, its better to have then have not.

Hey, I make 2 reservations all the time, sometimes at 2 different restaurants, its my vacation and I paid for it, and when Disney says I cannot do this, the I won't, until then, its fair game.

Jimmy Thick - Proud To Be A Sociopath!

 

[wdwfan22]

If your concierge is half way decent, you can already do this.


Jimmy Thick-Remember to tip them...

They only have access what's available to the general public.

 

[OurDailyGruel]

It sounds like creating concierge level allowed Disney to charge more for prime located rooms (main building) in their gigantic resorts and that the cut up honeydew and CM as desk jockey/waiter is just camouflage.

 

[durangojim]

It sounds like creating concierge level allowed Disney to charge more for prime located rooms (main building) in their gigantic resorts and that the cut up honeydew and CM as desk jockey/waiter is just camouflage.

Not even. We were upgraded for free last year at the BC and our room had a worse view than what we've gotten all the years before.

 

[KingdomofDreams]

It would depend on the cost, but for nothing more than access to beverages and snacks and turn down service, it's pretty much worthless to me. At the very least, I expect the best level of view the resort offers in addition to the lounge access.

I will say at AKL you do get the best view and you also get access to the Sunrise and dinner safaris and there's not much difference between Standard Arusha View and Standard Club Level with Concierge (which is also Arusha view).

Perks I'd find valuable would be:

1. FastPasses
2. Priority access/seating for shows & parades
3. Valet parking
4. Special (close) parking at the parks
5. Priority seating at restaurants.

 

[CaptainShortty]

I have read repeatedly online that it is Disney company policy for concierges to decline tips, probably because Disney knows they aren't really providing concierge-level service. Where have you been staying exactly? :veryconfu

The "concierge" position at Disney's deluxe hotels in America is nothing more than a perky hostess who can tell you when the fireworks begin, can call the ADR phone line for you (yet provide no extra pull, and there's no special phone line for concierge staff to call routinely), and they can keep the coffee brewing and perform light housekeeping duties in the lounges.

Many of the folks in the "concierge" role in Disney's deluxe hotels, and this needs to be handled delicately, are not really the type of people who would even know what a real four or five-star hotel concierge does. They simply aren't that demographic or class of person, and they don't have the profesionalism and/or personal presentation and physical appearance to get a concierge job in any big city Ritz Carlton, Four Seasons, or similar top-notch luxury hotel.

Oftentimes, the "concierge" at a Disney deluxe hotel is a pudgy twenty-something with a 15 dollar haircut in a polyester uniform wearing a big cheesy grin who thinks if they say "Have a Magical Day!" enough times that it will somehow equate to a luxury hotel experience. It doesn't.

Who is really to blame here is Disney. Their training of these extra-cost Cast Members is clearly lacking. And what it boils down to is Disney is playing a word game here with their "Concierge" product. They are not running a real concierge service, the CM is just a lounge hostess with front desk clerk skills who lets you sit in a chair while you check in and can call the dinner reservation line for you.

Disney could call these CM's Astronauts if they wanted to, but that doesn't mean they are able to pilot a rocket to the moon. Disney calls them Concierges, but Disney's version can only do about one fifth of the duties any concierge in any other big-city luxury hotel can do.

.

First off, you are correct when you say that we are not allowed to accept tips. Of course some people do under the table because lets face it, Disney doesn't pay all that wonderfully but it's still against company policy.

Disney is known world-wide for having the best training in the country. On multiple occasions I have been n a job interview and an employer would ask me about or comment on the training I received as a Cast Member. What you are not unaware of is the amount of training that a Concierge CM goes through in order to start their job. They first go through a day each of Disney orientation and DVC training (if working at a DVC resort). They then go through a week of Front Desk Classroom training and then two weeks of front desk on the job training including a day of property orientation. After over a month of being on their own on the front desk side they go back to a week of Concierge Classroom training and two weeks of on the job Concierge training. Both levels are finished with an audit by a manager before you are let on your own. To become a club level concierge a CM must go through an additional few days of training.

A Disney CM is equipped with all the resources and tools to book ANY Disney experience for you pending its availability. If you want it, it can be done....If I'm not mistaken, that's what a Concierge does. If you go to NYC to a five star hotel a concierge can book you whatever you need in NYC and provide you with all relevant information. Isn't that what the Concierge CM does in Disney?

That being said I know multiple people who have worked FD and Concierge Jobs in Deluxe resorts in Disney and have interviewed with other 5 star hotel companies and have been offered jobs based on the fact that they DID work for Disney. In the hospitality industry, Disney stands for the best in service and the best in training.

I think what you're taking as a lack of training is a lack of attitude. And attitude is something you can't change. A CM has ALL the tools to help you but if they don't have the desire to go above and beyond, it won't happen. And that doesn't matter if they're pouring sodas, working at an attraction or your club level concierge.

Sorry if this post comes off rude or abrasive, but being one of those 20-something front desk CMs I thought I should give you the facts. And I'm sorry for your bad experience with the Concierge CMs. I hope that you find in your next visit that you are greeted by a CM who truly wants to go above and beyond for you. Because I promise you, there are plenty of them around.

 

[CaptainShortty]

Thank you for that info! It aligns with everything I've ever heard about the "Concierge" Cast Members on both coasts. I had a very perky "concierge" once tell me all about Pirates of the Caribbean in an empty lounge one morning, and she was very sweet to do so, because she proudly told me she had been a ride operator there for several years before she transferred to the hotel.

Ride operators pretending to be concierges. :ROFLOL:

If I would have to estimate it, I would say at least 75% of CMs working in Disney for over a year have worked in jobs in at least two different roles, if not more. It's not uncommon for CMs to bounce from role to role or be cross-trained. They still have to go through all the training to perform their role as if they were a new CM. Next time you're in Disney ask a CM where they've worked before...It might surprise you.

 

[disneyrcks]

Oftentimes, the "concierge" at a Disney deluxe hotel is a pudgy twenty-something with a 15 dollar haircut in a polyester uniform wearing a big cheesy grin who thinks if they say "Have a Magical Day!" enough times that it will somehow equate to a luxury hotel experience. It doesn't.

Ride operators pretending to be concierges. :ROFLOL:

You made some really valid points but these two comments are just ridiculous

 

[Zummi Gummi]

A Disney CM is equipped with all the resources and tools to book ANY Disney experience for you pending its availability. If you want it, it can be done....If I'm not mistaken, that's what a Concierge does. If you go to NYC to a five star hotel a concierge can book you whatever you need in NYC and provide you with all relevant information. Isn't that what the Concierge CM does in Disney?

First off, you make some really valid points, and I'm glad someone addressed the "chubby 20-something with a $15 haircut" comment.

I do have a question, though. Are you saying that Concierge CM's DO have the ability to get you in to a completely booked restaurant? If I walk up to the concierge one morning and say I'd like to eat dinner at Le Cellier that night at 7:30, they can make that happen, even if the restaurant is booked solid?

Because, if you're staying at a 5 star hotel here in NY, the concierge can do that for you, even if the hotel is booked. That's what people are saying. A real concierge can get you whatever you want or need.

 

[disneyrcks]

First off, you make some really valid points, and I'm glad someone addressed the "chubby 20-something with a $15 haircut" comment.

I do have a question, though. Are you saying that Concierge CM's DO have the ability to get you in to a completely booked restaurant? If I walk up to the concierge one morning and say I'd like to eat dinner at Le Cellier that night at 7:30, they can make that happen, even if the restaurant is booked solid?

Because, if you're staying at a 5 star hotel here in NY, the concierge can do that for you, even if the hotel is booked. That's what people are saying. A real concierge can get you whatever you want or need.

Exactly! But the concierge at these hotels network with these restaurants and venues. Through these relationships (and kickbacks) they are able to provide these services for clients. I think what makes it tough for this type of thing at Disney is that the size of the resort and number of hotels with concierge would make it difficult for them to have an "in" anywhere. Maybe they could look into keeping some concierge tables available at restaurants on property? I do think it is crazy that they refer to it as concierge since they do not really do what a typical concierge does :shrug:

 

[Zummi Gummi]

Exactly! But the concierge at these hotels network with these restaurants and venues. Through these relationships (and kickbacks) they are able to provide these services for clients. I think what makes it tough for this type of thing at Disney is that the size of the resort and number of hotels with concierge would make it difficult for them to have an "in" anywhere. Maybe they could look into keeping some concierge tables available at restaurants on property? I do think it is crazy that they refer to it as concierge since they do not really do what a typical concierge does :shrug:

Your last sentence sums it up perfectly. Because of these restrictions placed on them (that you mentioned), these cast members, however well-trained, are not concierges, because they're unable to provide concierge level services. That's what annoys people- you're paying for a service that they can't really provide, no matter how much they love their job.

 

[disneyrcks]

Your last sentence sums it up perfectly. Because of these restrictions placed on them (that you mentioned), these cast members, however well-trained, are not concierges, because they're unable to provide concierge level services. That's what annoys people- you're paying for a service that they can't really provide, no matter how much they love their job.

They should just call it something else. I have to admit that I never realized they offered free booze in the lounge lol but as a DVC member we usually just stock our fridge so it is not worth the extra expense.

Love your avatar!!

 

[AEfx]

Exactly! But the concierge at these hotels network with these restaurants and venues. Through these relationships (and kickbacks) they are able to provide these services for clients. I think what makes it tough for this type of thing at Disney is that the size of the resort and number of hotels with concierge would make it difficult for them to have an "in" anywhere. Maybe they could look into keeping some concierge tables available at restaurants on property? I do think it is crazy that they refer to it as concierge since they do not really do what a typical concierge does :shrug:

Yes, that's the point I wanted to reply to as well.

In essence, a Concierge at WDW is more like a helpful adviser than someone to "get stuff done". As far as I am aware, there is nothing a Concierge at WDW cannot do that I cannot do with my cell phone or a smile at Guest Services.

That said, to a complete Disney newbie, it may be very helpful - someone that may not know Fantasmic! is only performed so often, or that you can see the fireworks from X-restaurant at a certain time, etc.

Concierge service everywhere else goes far, far beyond that (if they are any good). But to be honest, it's just like the "Deluxe" resorts on property in general. I think the prices are outrageous for what they actually have for amenities in most cases. For me, I only sleep at a hotel so I couldn't care less about the amount of luxury there, but I know many people who go to "deluxe" hotels often and they'd find the deluxe at WDW laughably quaint at best.

 

[disneyrcks]

Yes, that's the point I wanted to reply to as well.

In essence, a Concierge at WDW is more like a helpful adviser than someone to "get stuff done". As far as I am aware, there is nothing a Concierge at WDW cannot do that I cannot do with my cell phone or a smile at Guest Services.

That said, to a complete Disney newbie, it may be very helpful - someone that may not know Fantasmic! is only performed so often, or that you can see the fireworks from X-restaurant at a certain time, etc.

Concierge service everywhere else goes far, far beyond that (if they are any good). But to be honest, it's just like the "Deluxe" resorts on property in general. I think the prices are outrageous for what they actually have for amenities in most cases. For me, I only sleep at a hotel so I couldn't care less about the amount of luxury there, but I know many people who go to "deluxe" hotels often and they'd find the deluxe at WDW laughably quaint at best.

You raised a good point about guests that have never been to Disney...The Concierge does function for them (even if it isn't in a "concierge" type way).

 

[captainkidd]

Unlimited FastPass similar to the Universal system for resort guests.

Bingo.

I stayed Club Level once at Wilderness Lodge and thought it was a complete waste. We got a good rate, but still, it's not worth it.

We tried to get last minute reservations for dinner and they were no help at all.

 

[captainkidd]

But to be honest, it's just like the "Deluxe" resorts on property in general. I think the prices are outrageous for what they actually have for amenities in most cases. For me, I only sleep at a hotel so I couldn't care less about the amount of luxury there, but I know many people who go to "deluxe" hotels often and they'd find the deluxe at WDW laughably quaint at best.

I hear stuff like this all the time, and I don't understand it. I've stayed at Deluxe Resorts in the real world, and they're not so much better. They might be fancier, but I don't care about that. Deluxe Resorts at Disney are all about location, theme, room size and the food. I've yet to stay in a resort as well themed as Wilderness Lodge, as relaxing as the Polynesian, or with rooms as nice as the Grand Floridian.