Working with the public from around the world, you see the good, you see the bad, then you see things that you can only classify as "What The Hell. . ."
The number one pissed off guests comment is "THIS IS NOT ACCEPTIBLE." I wish I could just once say. "I am sorry that you were too igorant to read the information that was sent to you, but the world does not revolve around you." But that would be un-Disney-like. You can make a room request, but I can not gaurantee requests. Why? Because they are requests. The more requests you ask for the less likely you'll get them, especially when a specific request doesn't exist. Three connecting rooms, poolside, on the 12th floor of the Wilderness lodge and everything is to be ready by 7:00 in the morning when I arrive on Easter Weekend. (here's your assignment, go to Disney.com and find out why that won't happen. . . ever) Yelling at a cast member or manager and pitching a crying fit in the lobby won't change the fact that a specific room is already occupied.
If you come to Disney from June to August, Thanksgiving, Christmas, New Years, Martin Luther King Day, March to end of April due your self a favor and Make Dinning Reservations as before you get here. Although we can usually find something, somewhere, it's usually not in a park or it's at 9:00 at night or 7:30 in the morning. Dining is the second biggest reason for a melt down. "Oh My God, My life is ruined if I can not eat dinner at 6:00 every night in my favorite restaurant." My answer to that, "You lead a sad, sad life if that's all it takes to ruin it."
I can not tell you how many times I have suggested a restaurant and have had a guest ask me," Do they have good food?" Do you really think I'm going to say, "No that place Sucks."
We had a guest come to the front desk at the Lodge in a fit of rage and screamed at the cast member, "I SHIT IN MY BED LAST NIGHT AND IT'S STILL THERE." . . . I have a hard time figuring out which is more disturbing. The fact that a grown woman would 'S!!T' in her bed AND admitted it. Or the fact that a houskeeper could make the bed with out seeing the stuff and change the sheets. Ewww. We're moving on.
On the Concierge floors at the premium resorts we provide breakfast, snacxs, wine, cheese, bottled beer and cordials through out the day. Recently we had some guests who were waiting for the elevator with a stroller covered in jackets. However, when they hit a bump in the floor, a bottle of beer fell out. These people had tried to wipe out the lounge's beer supply and stuffed it in their stroller.
In another case of the classic, give them and inch they'll take a mile, my managers will usually refuse to give a written guarantee to anything. Apparently people have taken the good will deeds of a manager or two in the past and photocopied it to give to thier friends or worse yet sell it on ebay. I'm not sure if it ever cost anyone thier job, but who wants to take that chance.
Disney offers discounts to Florida Residence for tickets. People try to con us by saying that thier Florida ID is in the room or it's in thier car and they get upset when we refuse to sell them tickets at the Resident rate. At this point, I wish I could say A)Unless you plan to support me the rest of my life, when I lose my job, I'm not selling you tickets at a resident rate, B) As a resident of this state and having to deal with all of you tourists, if getting into the park a little cheaper is a perk Disney is willing to put out there, I AM NOT giving that perk away to anyone who does not live here, C)If you can afford to stay in a premium resort, you can afford to pay for tickets to the park.
Not every W T H guest encounter is an angery one. We had a young guy hanging out in the merchandise shop one day and kept asking people if they spoke french. He didn't speak french, he just wandered how many people he could find who spoke the language. I believe he was asked to leave.
I was looking up a guest's record and asked for a first name. The lady's answer "His first name is Doctor." "Mam, that would be a title."
A Sheriff Deputy walked through the lobby and we started talking. He said most of the traffic stops on property are cast members who are late for work. However, they stopped a guest one day who got a $105 speeding ticket. When asked why he was speeding, the guest said, "I have to go pee." I had another guest so excited about being at Disney, even a little souvenier from the Florida Highway Patrol didn't dampen the mood. She admitted that when asked why she was speeding, she said, "We were trying to figure out the words to the song 'The wheels on the bus go round and round' and I wasn't paying attention." She said the Trooper was not amused when she asked him if he knew the words to the song.
While at Coronado Springs, one of my manaagers needed to walk guests to the Yacht and Beach club. (Simply, when we get over booked, we make arrangements at a different resort for them.) These guests refused to go. Coronado is a Moderate price resort. Yatch and Beach is a premium resort. Still, they pitched a fit. Next to them were some cast members checking in (using a discounted cast member rate). They said they'd take the room if the guest's didn't want it. Long story short, cast members didn't just get a room at a high end resort for just over $100, they got a water view suite. My best guess is that it was a $400 or up room. After the 'fit pitching' guests heard this, they said, "well, maybe we will take that room." My manamger said, "Sorry to late, thier names are already on the room." I know what he wanted to say was "You are such a LOSER."
Not all of the W T H momnents belong to the guests. I was in the elevator with a couple construction workers and over heard thier conversation. Apparently they just caught a painter dumping a five gallong bucket of paint in the a planter. We reached our floor, they went one way, I went the other, so I never found out what happened after that.
And on that note i must now go to work and gather more material for next time
Friday, March 27, 2009
Friday, March 13, 2009
ONCE UPON A TIME THERE WAS A PARADE CALLED 'ALADDIN'S ROYAL CARAVAN'
Way back when, the powers that be used to have big, grand unveilings when a new movie came out. And we always knew we'd have a new show to open soon or a new parade to dress. When Beauty and the Beast hit theaters, we openned the Beauty and the Beast show. Which as of March 2009, it's still going strong. Since then, there's been Ninja Turtle shows, Muppet shows, Pocahontas shows and the much loved Hunchback of Notre Dame show. In between the stage shows we had a Dino parade, Mulan Parade, Toy Story parade and . . . either you loved it or you hated it, The Aladdin Royal Caravan parade.
The costume designers got real creative with this one. 'I know, let's put character performers in huge blow up cotumes and make them walk down the street while doing a dance routine'. And POOF . . . Inflatable Costumes came into being. Dressing performers in the inflatables was like building an erector set. There was alot of insert tab A into slot B and hope you don't whack someone in the head while doing it. Once the frame work was assembled we had to attach the batteries, zip the performer inside and watch it blow up. You'd think with fans blowing inside the costume to inflate them they wouldn't be as hot in the 100 degree August summers. Wrong, at the end of the parade route costuming was half dressers, half health coach. We had an arsenal of gatorade, water and wet towels set up at step down (end of parade) everyday.
THe Acrobat costumes were large and heavy two piece contraptions that we had to climb on a four foot high platform in order to put it together. Once together they looked like two or three cartoon clown acrobats on each other's shoulders. A good friend of mine fell off the platform one day. No, I take that back, she fell Under the platform. We were running late and the parade was leaving the park so my friend "S" ran to the Acrobat dressing area, missed the step and ended up underneath the thing. She survived.
THe Jewlery attendants were just kind of wierd and creepy. They were over sized shirtless men with baskets of fake gold and jewlery on their heads. They were simpler to assemble, but still really heavy. If you remember the movie, at one point Genie splits himself in half and the legs run around on their own. We had an inflatable for that too.
Because of the complicated costumes, cotuming had to walk the parade wearing a kaftan (sorry if i spelled it wrong) and a hat along with carrying a radio, so we could let people know when a unit went down and where we were. For me, the kaftan was always too big, the hat always fell off and the radio was always hard to understand what anybody was saying. By "a unit going down", I mean anything could happen with the inflatables. Batteries died or melted down (sometimes literally melting). The metal frame work would sometimes break. A performer would get over heated and have to be quickly removed from the Hefty Bag. . . . I mean costume. You name it. It happened. There were certian points in the parade route were we could exit a performer safely. Sometimes they made it there. . . .and sometimes they didn't.
Beleive it or not, the Aladdin parade orginally had concubines as well. They always cast the real butch guys to do it. The costume was a dress and coconut shells for breasts. Needless to say, they didn't last.
THe next time you go to Magic Kingdom, next to Tiki birds is the Aladdin Magic carpet ride. The two gold camels that are by the ride, used to be floats in our parade. I'm not sure if the still spit, but in our parade they did.
We also had an Elephant float that Aladdin and Jasmine rode on. The only way on and off the float was by fork lift. Aladdin's Prince Ali's costume is a cream almost pale yellow shirt, pants, cape and turban. The turban is supposed to have a big purple fluffy feather. One day, with a thunder storm fast approaching, Aladdin and Jasmine settled on thier elephant float. The fork lift was no where around and mother nature decided pour down the rain. We ran for cover and watched as Aladdin and Jasmine became completely drenched. Aladdin's feather wilted and rivers of purple dye ran all over his costume. Needless to say, we soon had a white feather for the possible rain days and the purple one for sunny days.
Speaking of rain days. One day the parade didn't go out because of bad weather. We were bored. The performers were bored. Being the mischievious children that they are,
a couple of performers talked us into letting them 'ride in the dryer'. By the second time around, they were ready to get out.
SSHhhh just don't tell the managers that someone went for a spin in the industrial dryer.
The costume designers got real creative with this one. 'I know, let's put character performers in huge blow up cotumes and make them walk down the street while doing a dance routine'. And POOF . . . Inflatable Costumes came into being. Dressing performers in the inflatables was like building an erector set. There was alot of insert tab A into slot B and hope you don't whack someone in the head while doing it. Once the frame work was assembled we had to attach the batteries, zip the performer inside and watch it blow up. You'd think with fans blowing inside the costume to inflate them they wouldn't be as hot in the 100 degree August summers. Wrong, at the end of the parade route costuming was half dressers, half health coach. We had an arsenal of gatorade, water and wet towels set up at step down (end of parade) everyday.
THe Acrobat costumes were large and heavy two piece contraptions that we had to climb on a four foot high platform in order to put it together. Once together they looked like two or three cartoon clown acrobats on each other's shoulders. A good friend of mine fell off the platform one day. No, I take that back, she fell Under the platform. We were running late and the parade was leaving the park so my friend "S" ran to the Acrobat dressing area, missed the step and ended up underneath the thing. She survived.
THe Jewlery attendants were just kind of wierd and creepy. They were over sized shirtless men with baskets of fake gold and jewlery on their heads. They were simpler to assemble, but still really heavy. If you remember the movie, at one point Genie splits himself in half and the legs run around on their own. We had an inflatable for that too.
Because of the complicated costumes, cotuming had to walk the parade wearing a kaftan (sorry if i spelled it wrong) and a hat along with carrying a radio, so we could let people know when a unit went down and where we were. For me, the kaftan was always too big, the hat always fell off and the radio was always hard to understand what anybody was saying. By "a unit going down", I mean anything could happen with the inflatables. Batteries died or melted down (sometimes literally melting). The metal frame work would sometimes break. A performer would get over heated and have to be quickly removed from the Hefty Bag. . . . I mean costume. You name it. It happened. There were certian points in the parade route were we could exit a performer safely. Sometimes they made it there. . . .and sometimes they didn't.
Beleive it or not, the Aladdin parade orginally had concubines as well. They always cast the real butch guys to do it. The costume was a dress and coconut shells for breasts. Needless to say, they didn't last.
THe next time you go to Magic Kingdom, next to Tiki birds is the Aladdin Magic carpet ride. The two gold camels that are by the ride, used to be floats in our parade. I'm not sure if the still spit, but in our parade they did.
We also had an Elephant float that Aladdin and Jasmine rode on. The only way on and off the float was by fork lift. Aladdin's Prince Ali's costume is a cream almost pale yellow shirt, pants, cape and turban. The turban is supposed to have a big purple fluffy feather. One day, with a thunder storm fast approaching, Aladdin and Jasmine settled on thier elephant float. The fork lift was no where around and mother nature decided pour down the rain. We ran for cover and watched as Aladdin and Jasmine became completely drenched. Aladdin's feather wilted and rivers of purple dye ran all over his costume. Needless to say, we soon had a white feather for the possible rain days and the purple one for sunny days.
Speaking of rain days. One day the parade didn't go out because of bad weather. We were bored. The performers were bored. Being the mischievious children that they are,
a couple of performers talked us into letting them 'ride in the dryer'. By the second time around, they were ready to get out.
SSHhhh just don't tell the managers that someone went for a spin in the industrial dryer.
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