raidermatt
Be water, my friend.
- Joined
- Sep 26, 2000
If I may step in for a moment (and hopefully not get decapitated in the process)...
It might help if you guys differentiated between CM performance and overall policy. Similar to the "exceeding expectations" post...
Scoop, most of your examples were of CMs doing everything they could, and most probably did.
But from an overall operations standpoint, there were some pretty glaring holes.
Certainly a voicemail and/or flyer under the door could have been put out. And an explanation to the Beach Club guests would have been in order, even if it came a day later.
These are not goofs by the front-line CMs, but they are goofs by WDW operationally. If the structure does not exist to get this kind of basic communication out, that's a problem. If it does exist, but wasn't properly utilized, that's a problem as well. SOMEBODY has to be asking what do we need to do FIRST for our guests, and how do we get it done. The mass voicemail is not that difficult to do, and it wouldn't have taken much to get word to the resorts to print up some quick flyers to slide under doors.
I would consider these to be significant "learning opportunities" should my team have made those omissions.
That's not to say there weren't plenty of examples of CMs providing shining service.
It might help if you guys differentiated between CM performance and overall policy. Similar to the "exceeding expectations" post...
Scoop, most of your examples were of CMs doing everything they could, and most probably did.
But from an overall operations standpoint, there were some pretty glaring holes.
Certainly a voicemail and/or flyer under the door could have been put out. And an explanation to the Beach Club guests would have been in order, even if it came a day later.
These are not goofs by the front-line CMs, but they are goofs by WDW operationally. If the structure does not exist to get this kind of basic communication out, that's a problem. If it does exist, but wasn't properly utilized, that's a problem as well. SOMEBODY has to be asking what do we need to do FIRST for our guests, and how do we get it done. The mass voicemail is not that difficult to do, and it wouldn't have taken much to get word to the resorts to print up some quick flyers to slide under doors.
I would consider these to be significant "learning opportunities" should my team have made those omissions.
That's not to say there weren't plenty of examples of CMs providing shining service.