It's that time of the year

[Canoe30x]

Yes folks, the holidays have arrived. It's that magical time of year that seems to put every one of the 80,000 guests visiting our park in an angry mood. I'm sure that the holidays must account for a good number of awesome stories.


Personally, I've been out and about doing parade guest control for the last couple weeks, and it has been completely insane! Fun and amusing, but crazy. You know it's a busy day in the park when you have 50 people in your planter. Christmas day itself held many of the craziest situations, such as most of our big attractions going 101 at the same time, guest-guest violence, guest-cast member violence, even cast member-cast member violence (Sleeping beauty punched one of our guest control people at the crossover) The reason she did that was because the first float in the parade got stuck, making the whole parade stop, and so we had like a 10 minutes crossover.

The worst that I encountered on the route was this one group of 5 guests stopped in our crossover area. I gave them the whole "this is not a viewing area" spiel and found out that they were waiting for another member of their party to return. So I let them know politely that I would let them stay for a couple minutes to wait, but then they would have to move, and the main women there replied that if I ever wanted her to move, I would need to bring security. I wish I could say that I called security over and the story ended there, but I didn't. I tried to be nice and told them that I COULD call security, but I didn't really want to, and it was christmas and all, and walked away. I came back a few minutes later, and had about the same conversation, tried making deals with them, came back a generous ten minutes later, told them to move now, and tried persuading them logically. I even had two other CMs backing me up. Nothing worked. Nothing. So I was down to calling my lead or security, but it occurred to me that it was a party of five, (three adults, two kids) and only one out of the five was being a real jerk, and didn't feel like making them ALL pay for that, so I gave them one last chance (big mistake)

I turned to the rest of the group and said "The rest of you - Will you follow me?" The main gal yelled at them to stay where they were, and started really flipping out - she screamed at me "What's your last name?" Seeing that things were escalating, I did bring my lead over, and after demanding my last name several times (even after my lead told her that she could file a complaint without needing a last name) she complained loudly about how I told her two daughter to come with me, and that it was kidnapping! I was busy keeping the rest of the crossover moving, but I could hear the situation just go on and on, and my lead actually also called over parade1, and the parade was 3/4 done by the time those guests moved (the situation started before enchanted had even stepped off) Amazing...

I tell ya, people are just so much more stubborn during the holidays! And for the record, generally, I'm really good at making people move, fast, no exceptions, and can deal with problem guests well. But that day was just unbelievable - we dealt with every situation imaginable except a CFA run. And they say that New Years will be worse.

The rest of you - what's your best/most crazy holiday story?

[Randy B]

I think that you need to install some permanent "speed ramp" type belts on all the crossovers. As long as everyone is following directions the belt remains immobile. But when a person or group causes difficulty, turn on the belt on slow and anyone on the belt will be moved aside. If the SG begins to walk the belt like an exercise machine, the speed begins to speed up until they are running flat out. Most SGs wouldn't be able to keep that up for long as they would be much too "important" to be in olympic long distance runner shape. :D: :twisted: And if all else fails, tilt the belt and open a trap at the outflow end that feeds directly into security holding. :twisted: or maybe the trash vac system!

Randy

[DisneyMom]

Wow Canoe, how horrible....You definitely ran into some sort of sociopath, one who will not only flaunt all the rules, but will accuse YOU of some crime just because you made a polite effort to enforce them*shudder*. I've run into that type before, and I find it outrageous that she was doing this in front of her children. I wonder, if a guest accuses someone else of a felony,such as attempted kidnapping, can security remove them for questioning immediately? If they are found to be lying, can they be ejected from the Park? I know I'm probably just fantasizing, but what is there to stop someone like that? :mad:

[pattimelt]

And just what part of "I'm sorry, but at this time, the DL park is sold out" is NOT understandable???

I've had so many guests, who, once they are told the park is closed for now, still insist that I MUST sell them a ticket to get into the park no matter what.


And just who on God's green earth decided that management should come and sell tickets in a ticket booth when they don't have a clue about what they are doing?? "What's a Block out Ticket?" How do I sell an Annual Pass? And then in the bank, they call us because the idiot manager sold a SOUTHERN CALIFORNIA pass to someone that has no id and lives in Tennessee!!!!!!!! "What is the name of the cast member on window 6?" Uh, that's -------, a MANAGER." "Will you explain to that CM that SO CAL passes can't be sold to someone that doesn't live in SO CAL?"

Only 9 more days until this holiday season is over and I get a day off!! I honestly think someone needs to give me a vacation, but I can't go until the beginning of March....

[drcorey]

wow, I wish I got a photo of Punching Beauty.
if a guest did, they could sell that to the media for a few bucks.

[mechurchlady]

Being nice works on most people but in this case the second time you should have called security. She was with a party of 5 but what about the other 50 guests, especially the little kids, who had to hear all that fighting going on. It is not uncommon for us to say what harm is it to let someone have their way when in fact that person is setting precedence and upsetting others.

Big hugs for dearest Canoe. Remember to read this site for tips and remember to laugh as often that is all you can do. They go home and the next day do the same thing at the bank, store, office or freeway.

Big hugs
Churchy

[GRUMPY PIRATE]

Wow. sleeping beauty, who knew she was so...Aggressive! (Do CM's get fired for actions like that in full view of the guests?)

[GRUMPY PIRATE]

I think that you need to install some permanent "speed ramp" type belts on all the crossovers. As long as everyone is following directions the belt remains immobile. But when a person or group causes difficulty, turn on the belt on slow and anyone on the belt will be moved aside. If the SG begins to walk the belt like an exercise machine, the speed begins to speed up until they are running flat out. Most SGs wouldn't be able to keep that up for long as they would be much too "important" to be in olympic long distance runner shape. :D: :twisted: And if all else fails, tilt the belt and open a trap at the outflow end that feeds directly into security holding. :twisted: or maybe the trash vac system!

Randy

Great Idea!! and have the type of barriers that can rise up!!

[dazyhill]

Wow,Canoe's story is just the reason why I detest guest/crowd control duty. I also hate inept/myopic managers. A week before Christmas,Knott's was holding the last of their "Toys for Tots" promos. (A guest brings in a $10+ toy and gets free admission.) The lines to get in were going past the hotel and beyond. Just who was directing guests to go? A mid to high level security manager whose voice was softer than dandelions blowing in the wind. He should have had a bullhorn!
The two days before Christmas were really awful. We got every guest who was in a foul mood or couldn't make up their mind in what they wanted to buy. :mad: We would ring up their merchandise and then they would change their mind on a $3 keychain and the clerk has to start all over. Just buy the damn thing!! It's only 3 bucks!!
The ultimate stupid guest? A three year old boy who tried to climb some glass shelves filled with heavy books. The glass shelves are only supported by thin metal brackets. He didn't get too far but a scolding from his dad and a chewing out from me did nothing. He later climbed up my register!
Hang in there everybody! Only 4 more days until Jan 2nd!

[GRUMPY PIRATE]

Wow,Canoe's story is just the reason why I detest guest/crowd control duty. I also hate inept/myopic managers. A week before Christmas,Knott's was holding the last of their "Toys for Tots" promos. (A guest brings in a $10+ toy and gets free admission.) The lines to get in were going past the hotel and beyond. Just who was directing guests to go? A mid to high level security manager whose voice was softer than dandelions blowing in the wind. He should have had a bullhorn!
The two days before Christmas were really awful. We got every guest who was in a foul mood or couldn't make up their mind in what they wanted to buy. :mad: We would ring up their merchandise and then they would change their mind on a $3 keychain and the clerk has to start all over. Just buy the damn thing!! It's only 3 bucks!!
The ultimate stupid guest? A three year old boy who tried to climb some glass shelves filled with heavy books. The glass shelves are only supported by thin metal brackets. He didn't get too far but a scolding from his dad and a chewing out from me did nothing. He later climbed up my register!
Hang in there everybody! Only 4 more days until Jan 2nd!

Wow! ya need that little cattle prod shocker for the climbing kid!! That would get his attention! (and for good measure, give dad a jolt for not watching junior!!)hehe