Stupid Guest Tricks

Hi I just got hired yesterday, go to Traditions next week. I'll be working front desk at the Yacht and Beach Club. It sounds like an interesting job. I was just wondering what to expect with this kind of job. Anyone who has worked front desk at a resort, or has contact with them in some way. Any information would be greatly appreciated.

I'm not a Front Desk CM, but I do work at the DLR Hotels and talk to FD CMs from all three of our hotels every now and then. I've actually been trying to transfer to FD myself.

First I'll give you the non-pixie dusted version.

If the WDW Resorts are anything like the DLR Hotels, expect to be the person that every CM from every other department "passes the buck" to. In other words, whenever a guest asks a CM a question they can't answer or a complaint they can't resolve, they tell the guest to go to the Front Desk. Also expect to be the one that the guests blame for every other department's mistakes. It could be Room Service, Housekeeping, or even the CMs in the parks that mess up the guest's stay, but you'll be blamed for it. Since Yacht Club and Beach Club are considered "Deluxe Resorts" ($300+ a night according to the WDW website), your guests will probably be like the ones we get at the Grand Californian - high-income families with children, or business-type people in the hotel for a conference. Expect to see a lot of trophy wives and people - men and women - with plastic surgery. Also expect to be talked down to if a guest has a complaint, and expect to be asked or demanded to remove charges from a guest's bill for whatever complaint they have.

There is a good side!

In my experience, guests at the hotels are for the most part more laid back, or at least less angry, than the guests in the park. That's not true for all guests, but for a sizeable chunk of them. I don't know if this is done at WDW, but our FD CMs often bring balloons, buttons, autographed character pictures, etc. to guest rooms for a child's birthday. The FD CMs I've talked to say that the smile on the chidren's faces when they do this makes the job worthwhile. FD gets a lot of complaints, but they also get a lot of compliments as well.

I'll tell you what I always tell new hires. In orientation and on-the-job training (OJT) you get a lot of information, and it can get overwhelming. Don't let that scare you away. Things will happen in your first week or so on the job that will discourage you. You'll meet CMs who will discourage you. Don't let that scare you away, either. This is a job, and like any job it has its ups and downs. Screw the pixie dusted version of the job that you hear at orientation. Take the time to talk to your co-workers at FD to find out the reality of the job. Give it a couple of weeks and if you decide the job isn't for you, then don't force yourself to stay if you don't have to for financial reasons. If you decide you like it, or at least can tolerate it, then good for you.

Hope that helps. Good luck to you!

Hey thanks for the response. The passing the buck thing I kind of expected, the recruiter mentioned something about being the one who takes care of everyone's problems. Thanks for taking the time to give me all that info, I really appreciate it. Anyone else out there with something to add?

Welcome to the nut house!

Disney Gator wrote:The passing the buck thing I kind of expected, the recruiter mentioned something about being the one who takes care of everyone's problems.

It's a bitch, but then when you fix it all, you get to be the hero!

Anyone else out there with something to add?

You will have to become a bloody expert on *everything* at WDW, because there's no limit to the obscure questions you might get asked. Get yourself one of the better park guidebooks and memorize it -- it'll pay for itself in self-confidence.

Disney Gator wrote:Hey thanks for the response. The passing the buck thing I kind of expected, the recruiter mentioned something about being the one who takes care of everyone's problems. Thanks for taking the time to give me all that info, I really appreciate it. Anyone else out there with something to add?

Passing the buck -- same all over, in Disney and out...

Congrats, Gator. I can tell you from a guest's point of view that you don't have to be in the park to make things magical. In fact, one of our best experiences on our WDW trip last March was our check-in at the Beach Club! (When you get there, tell Allen C. he has a family in Texas that still remembers and appreciates him.)

Best of luck!

Don't be afraid to ask your trainer a ton of questions. Zazu is right in hotels you'll need to know everything (I realise I don't know enough more often then not and I've been there 2 years in attractions that is).

Most importantly I think is to go and play at the resort. I've learned a lot just from the time I have spent in Disneyland. And have fun.