Wednesday, April 28, 2010

Disney Exploration Series Class

So I have been taking an Exploration Series class on Guest service. Each week a different line of business comes and presents information to the class. One week people from Guest Relations came. Another week we had some people from Merchandise. The two most interesting ones were Food and Beverage and Room Operations.

When Food and Beverage came we talked about how they decide what options and products they offer, and how they decide what to charge for each item. We broke up into teams and were given a bunch of ingredients on a tray. We had to make something and figure out what it would cost for that item then charge 25% based on the cost. Then we presented our product. One groups ended up costing $25!

Yesterday we did Room Operations and we had class at the Animal Kingdom Lodge. We got to take a tour of one of the deluxe villas! It was huge. There are 75 people in the class and we all fit in there with plenty of room to spare.

This is the living room/dining area

This is the kitchen

This is the pool table

This is one of the bedrooms

This is the master bedroom

This is the master bathroom

And the TV in the master bathroom

Here is the view from the balcony (Which there are 3 of)

Tuesday, April 6, 2010

Pop Buckets!

So at Pop Century we sometimes give Pop Buckets to guests who need a little extra "Magic". Sometimes it is for a special occasion like once we made one for a couple who were getting married the next day. Sometimes guests come to check in and they have just had really bad luck, they lost their luggage, the car broke down, etc and their vacation just isn't getting off on the right foot.

So when you want to do a Pop Bucket for a guest you just need to ask a manager if you can get one. So yesterday I was checking in a guest who were part of magical gathering. She wanted to check in all 3 rooms even though the other 2 parties weren't there. She was sort of mad when I explained that I could not check in the other rooms, even though she had paid for them.

As we went through the check in process she asked about services for guests with disabilites. She explained that her mother, who was traveling with them is terminal with cancer. It was her last wish to come to Disney with her family. They had to rent an RV to bring her to WDW because she couldn't fly. I gave them some guide maps for guests with disabilites and explained how guest relations at the parks would be able to assist further. After they left I went in the back and asked if I could make Pop Buckets for the 3 rooms.

Here they are!

They have a bunch of different things you can put in them, whatever you want but it usually depends if the family has girls or boys. We have hot wheels, pez dispensers, ring pops, crayons, key chains, playing cards. I also added buttons to each that say "Honorary Citizen of Walt Disney World"

I also sent a character card, that was personally signed by Mickey and Minnie, to the grandmother, that said "Have a magical stay" The runner delivered them to the rooms, so the when the guests returned to the room, they had a surprise waiting for them.

It's really exciting when you get to do something like this, even though the guests will never know it was me who did this for them, it feels good to know I made their vacation a little more magical.

Monday, April 5, 2010

Runner Training

So I was trained on Runner a few days ago. For Front desk runner you basically get to do a few different things.

The 6 am runner is responsible for delivering some of the Disney's Magical Express envelopes and the Express Check Out envelopes. Then you get a list of rooms to check to make sure they are clean and vacant. Afterwards you spend most of the day sorting and delivering character cards for guests. Every so often the back office will need you to go up to a room because the guest got locked out, or their key won't work.

The 9am runner is responsible for packages. Each piece of guest mail that comes in needs to be logged and comments need to be left on the guest's reservation or a voicemail message needs to be left on their room phone. This takes all day. It doesn't sound like it would be to difficult, but there is a lot of work involved in keeping the package log updated. Then there are floral deliveries, from the WDW Florist. They are usually pretty nice baskets, but are way overpriced. Those have to be logged and then someone has to deliver them to the room. The 9am runner doesn't get to go outside very much.

The 12:30 runner delivers the rest of the character cards/floral deliveries, and checks more rooms to make sure they are clean. Sometimes guests get to their rooms and decide they want a room change, but they have sat on the bed and used the towels and soap, so that room is now dirty.

The 4pm Runner does more things like key assists, or key deliveries, makes character cards, and stuffs the DME envelopes for the next day. If it is busy you do a lot of running around because you are the only one there from 9pm to 12:30am

You get to ride around on a Segway (once you are trained) or drive a Pargo (Which is a golf cart) I like taking the Pargo, but you kind of have to go out of the way because you can only drive it on certain paths. Sometimes you have to run from one end of property to another. Like when I was training we had to take the van over to Magic Kingdom to pick up something for a guest. That was sort of cool. We also went to some office buildings at Hollywood Studios to pick up the hotel's fastpasses for the month.

Here is my costume.


It is a short sleeved shirt, and either pants or shorts. I went for the shorts because I am always hot. The best part is that you get to wear sneakers! They have to be black, but it is so nice to wear them after wearing dress shoes everyday.

On a side note, yesterday was Easter and I made Easter Baskets for my roomies!

Sunday, April 4, 2010


So last week was our housing inspection. We've already had one and passed and none of my roommates didn't seem to care as much this time around. The other problem was it was spring break time and everyone was working 60+ hours. Now we needed to vacuum like everywhere, but you need to rent the vacuum from the front desk. This is the stupidest thing ever! The front desk is only open from 9-5. Almost everyone works during this time. Plus you need to pay $1 to rent it. So it's sunday night and I get back from work at 2:30pm and decide to rent the vacuum. I was the only one home so I vacuumed everywhere. Cleaned up the kitchen, ran the dishwasher, I emptied the garbages but ended up putting all the bags next to the front door because it was pouring. So the apt. was clean but it was getting close to 5 so I had to return the vacuum since they kept my housing ID. It was pouring still! I waited for as long as I could before deciding to put the vacuum in my car and drive to the front desk.

So Monday I come home from work and the inspection form is on the table. Everything is checked as passed, and on the very bottom is a note written "Please Vacuum Carpets". I was so mad, its like they were giving us anything wrong so we couldn't get the white glove award! Plus there is all this paint and stains on the carpet from when before we moved in. =( I guess we will never win the white glove award. But they did leave us some cookies for passing the inspection.