How do you feel about special requests?

[HappyCamper]

For instance, if I'm in line for Soarin' and ask you for row 1 or A or whatever the top row is, how do you feel about that? Am I a SG or a more informed guest for not wanting to see dangling feet in my clouds? :D:

Another one of my 'just curious' questions that could prevent me from being a SG before I become a CM.

Thanks.

[lady ulrike]

For instance, if I'm in line for Soarin' and ask you for row 1 or A or whatever the top row is, how do you feel about that? Am I a SG or a more informed guest for not wanting to see dangling feet in my clouds? :D:

Another one of my 'just curious' questions that could prevent me from being a SG before I become a CM.

Thanks.

Really it's all about how/when you ask. If you say it in a demanding way, such as, "I'm waiting for the front" or if you wait until you're already in your row and the vehicle (doesn't apply for soarin') pulls up then come back and ask for the front, then I get annoyed and you're an SG in my book. I'll still give you the front, cause that's what Disney's guest service is about, but you've made me annoyed and/or made my job more difficult so I won't be happy about it.

OTOH, if when the CM asks how many in your group and you reply with the number and can we wait for the front (or any other form that makes it a request rather than a demand) then it's perfectly fine and I'm happy to fulfill your request.

[Mayonnaise]

Some SGs totally threw grouping on Soaring when Jake and I were at DL. I have no idea who they were, but they put us top row center (no requests, just luck of the draw.) Well SOMEONE didn't like where they were seated and the CMs wound up having to take volunteers to move from the top center to top row all the way to the left, "because someone went to the wrong seat."

Being frazzled, I told Jake to abort transfer and rolled him over to where they wanted two people from the center section to go, just in case it was US who went to the wrong place, and told him "Sorry... was that us?"

"No," he replied, looking at Jake in his wheelchair. "I remember where I put you two... but thank you."

Dunno who it was... but apparently some people have no consideration and just go sit themselves wherever they damn well please. We had a lovely flight from the far left. No clue why these seats were so undesirable to someone.

8^S

[joanna71985]

We get requests at GMR all the time (front row, Gangster or Western, ect). I'm happy to grant them, if it's possible

[tlbwriter]

OTOH, if when the CM asks how many in your group and you reply with the number and can we wait for the front (or any other form that makes it a request rather than a demand) then it's perfectly fine and I'm happy to fulfill your request.

I always ASK to ride in the front row in Soarin', and don't complain about waiting a turn to get that spot. Glad to see a CM confirm this is okay. :)

[Mayonnaise]

We get requests at GMR all the time (front row, Gangster or Western, ect). I'm happy to grant them, if it's possible

I really must request Western next time I'm there. I have been on at least a half dozen times (I know... not much,) but I ALWAYS got the gangster.

8^)

[DragonFox98]

I really must request Western next time I'm there. I have been on at least a half dozen times (I know... not much,) but I ALWAYS got the gangster.

8^)

Same here, Mayo...but hubby swears we got the western one once....maybe I just don't remember it.

[GRUMPY PIRATE]

Some SGs totally threw grouping on Soaring when Jake and I were at DL. I have no idea who they were, but they put us top row center (no requests, just luck of the draw.) Well SOMEONE didn't like where they were seated and the CMs wound up having to take volunteers to move from the top center to top row all the way to the left, "because someone went to the wrong seat."

Being frazzled, I told Jake to abort transfer and rolled him over to where they wanted two people from the center section to go, just in case it was US who went to the wrong place, and told him "Sorry... was that us?"

"No," he replied, looking at Jake in his wheelchair. "I remember where I put you two... but thank you."

Dunno who it was... but apparently some people have no consideration and just go sit themselves wherever they damn well please. We had a lovely flight from the far left. No clue why these seats were so undesirable to someone.

8^S

that almost sounds like it is planned. I wonder if that is one of the "hidden magic tricks" that seem to get passed around on board x from time to time.

[joanna71985]

I really must request Western next time I'm there. I have been on at least a half dozen times (I know... not much,) but I ALWAYS got the gangster.

8^)

The gangster version is run a lot more often then the western version (which is why a lot of people haven't seen it).

[Amphigorey]

The gangster version is run a lot more often then the western version (which is why a lot of people haven't seen it).

That's interesting. Why is that?

[svickersart]

We get requests at GMR all the time (front row, Gangster or Western, ect). I'm happy to grant them, if it's possible
I've never seen the western, always the gangster, so next time I'm at WDW I'm going to request western, I'm always willing to wait if I need to.

Steve

[joanna71985]

That's interesting. Why is that?

There's a few reasons.1) The Western version has to run with the Gangster version (while the Gangster version can run independently).2) It's more expensive to run the Western version.3) And there might be reasons I don't know of

I've never seen the western, always the gangster, so next time I'm at WDW I'm going to request western, I'm always willing to wait if I need to.

Steve

Yay! I'm sure you'll enjoy it

[kurtisnelson]

There's a few reasons.1) The Western version has to run with the Gangster version (while the Gangster version can run independently).2) It's more expensive to run the Western version.3) And there might be reasons I don't know of
Doesn't Western also involve a lot more running around on the CMs part and less break? Or do I have them backwards.

[5th Dimension]

I don't mind at all unless they are rude about it, which usually happens as they are walking over to a different row. They'll say something under their breath like I can't hear them muttering about it. Sometimes if they are like "oh man!" in a kind of funny way I'll ask if they wanted the front row.

Some dart over to a seat like I didn't notice, some just try to sit down there. Either way, you aren't going anywhere until every thing is correct. If you wanted a certain row, you should have asked.

Here is one time that I'll remember. (http://www.stupidguesttricks.com/showpost.php?p=315650&postcount=322)

What I really hate is when there are so many groups of 5. Each row has 7 seats, so that means to sit next to each other, they have to stand in a certain spot. Even when I point to the 2 squares they should stand on and clearly say "stay right here if you want to be in the same row" they many times move forward. Then I have to come back and make them move back.

[CycloneMan]

It really depends. At BTM, it's really hard to take requests. But when people ask for the front, I do my best to get them there. But it is a bit annoying when people demand it, or just stop at the front row, and make everyone go past them. Then when I get to them, I have a party of 4 (usually) and will put the party of 4 in the first two rows, and the group that was being obnoxious and never asked for it, I'll send to the back :twisted: .

At BTM tho, people usually want the back, and it's pretty simple. Just say, "Knock yourselves out" and give them a wink. They get really excited:break:

[HappyCamper]

Just this morning, I was reading on a Disney fan site about someone quite upset with an electronics company's customer service response, (or lack thereof). She ended the story with a statement of that's why they go to WDW over and over again ~ it's where everyone knows what customer service is ! That's a big kudos to you, the CM.

I just can't wait to be in your ranks !!!!

Thanks for being so kind about as simple a thing as helping with a request. You are the magic.

[Mayonnaise]

At BTM tho, people usually want the back, and it's pretty simple. Just say, "Knock yourselves out" and give them a wink. They get really excited:break:

Oh why would you want the BACK? *Shudders.* It's a well known fact that if you sit nearer the front of the rollercoaster you don't spend as much time in free-fall on drops... If you sit in the back, that's the maximum drop zone! I guess some people are into that stuff... these are the people who ride Tower of Terror. *Shudders.*

8^S

[Lasolimu]

Oh why would you want the BACK? *Shudders.* It's a well known fact that if you sit nearer the front of the rollercoaster you don't spend as much time in free-fall on drops... If you sit in the back, that's the maximum drop zone! I guess some people are into that stuff... these are the people who ride Tower of Terror. *Shudders.*

8^S

*waves and smiles*

[joanna71985]

Doesn't Western also involve a lot more running around on the CMs part and less break? Or do I have them backwards.

Well, both require a lot of running around. But overall the Bandits get more time off (since Western isn't run as often).

[Amphigorey]

Oh why would you want the BACK? *Shudders.* It's a well known fact that if you sit nearer the front of the rollercoaster you don't spend as much time in free-fall on drops... If you sit in the back, that's the maximum drop zone! I guess some people are into that stuff... these are the people who ride Tower of Terror. *Shudders.*

8^S

Yes, the back is the best place on Big Thunder! You also get to see more because your view isn't blocked by the front engine.

One of the things I like best about Tower is how relaxing it is. It's so nice to be there in the comforting dark, with Rod Serling's voice* in the air, drifting up and down with the ghosts of the Hollywood Tower Hotel. I love it so.


*Or his imitator.

[hhsrat]

When I worked attractions, I tried to accomodate row requests ... front, back, middle, etc.

In the resorts now, we get a LOT of room requests. Some are easy to accommodate ("request a patio or balcony" 2/3 of our rooms have those, so it's not that hard). Others are more difficult ("request 3rd floor of this or that building" ... more limiting but still reasonably do-able).

What we really hate are the specific room requests ("Request 3rd floor, building x, corner room facing west" or "Request rooms 5501, 5502, or 5504 but NOT 5503"). If we get one of those and can't meet it for whatever reason (room is occupied, room is out of order, room isn't in the category you booked, etc), we'll just put you wherever.

[kurtisnelson]

What we really hate are the specific room requests ("Request 3rd floor, building x, corner room facing west" or "Request rooms 5501, 5502, or 5504 but NOT 5503"). If we get one of those and can't meet it for whatever reason (room is occupied, room is out of order, room isn't in the category you booked, etc), we'll just put you wherever.
It's way worse at the Fort, people there specify specific camp sites, and if it is not available upon checkin, many want to move in the middle of their stay. Also doesn't help that the middle quartile stays anywhere from 2 to 60 days.
(I'm working on a ready rooms-ish project over there, just the campsite equivalent)

[turkeyham]

In vending, we do get the dumbest requests. I have had SG approach my cart asking if they could have turkey leg on display. I tell them sorry, we don't sell food that is out of the package. The one on display is dried out and is gross. :eek:

Another favorite is the ice cream carts. You have the displays up above your cart. The SG opens the lids and tries to find something that does no appear on our display. Snow cones? NO! That is not sold in the park, nice try! :mad:

[Freak]

^ I've had guests ask me if they can have the water I have on display on my cart instead of a cold one because they don't like cold water, I'll oblige but I tell them its going to be pretty warm. I haven't had problems with that at all. I do not like it when people open up my cart lids. Especially ice cream. It's cold, full of dry ice, and not meant for you to be poking your nose into! Plus if you drop the lid on your hands, it's not going to feel good.

Common request for me is "can I have the coldest bottle of *insert drink name here* you have?" Not a big deal. I'll jam my hand into the bottom of the cart and dredge up the coldest drink my cart can give them. They leave with smiles on their faces.

[svickersart]

^ Common request for me is "can I have the coldest bottle of *insert drink name here* you have?" Not a big deal. I'll jam my hand into the bottom of the cart and dredge up the coldest drink my cart can give them. They leave with smiles on their faces.

Thats me, hope I'm not a bother, I like my drinks cold.

Thanks
Steve

[Main Streeter]

Snow cones? NO! That is not sold in the park
Sno cones not sold in park but during heat index made for CMs in certain locations. ;)

[delsdad]

Sno cones not sold in park but during heat index made for CMs in certain locations. ;)

Epcot has them! They are sold in Japan and called KakiGori!

[Freak]

Thats me, hope I'm not a bother, I like my drinks cold.

Thanks
Steve

No, you're not a bother at all. Like I said, they leave with smiles on their faces, and it makes me feel good that something as simple as getting a drink from the bottom of my cart made their day.

[5th Dimension]

In vending, we do get the dumbest requests. I have had SG approach my cart asking if they could have turkey leg on display. I tell them sorry, we don't sell food that is out of the package. The one on display is dried out and is gross. :eek:


This is a new market Disney really needs to tap into. Why not sell that dried up old turkey leg if the guest wants it?

[kurtisnelson]

Sadly requests kill efficiencies. Traditionally at QSRs, guests have been able to request specific food for allergies/vegan/etc and we would custom build it. We are having to move to having a fixed allergy menu at QSRs due to guests being absurd in their pickyness and abusing the ability.

[turkeyham]

What I am getting at is that the turkey leg that we put on display is the display of day. After 5 hours in a dry warmer and the leg is exposed to the hot air. The Orange County Health department considers it a cross contaimination. I remember a few months back the chef desided to up rap the legs and sell them in the juice. The guests were complaining that the meat was not kept at temp and was gross tasting. After a month of testing, the Health Department told the kitchen to wrap the legs in wax paper and into a foil bag to keep hot and keep the freshness taste. I did have a relief that sold the display and get in trouble by the inspector. Oops! All of us in QSR-Vending learned a lesson. Say sorry to the guests and offer then another leg.

[mapo]

Sadly requests kill efficiencies. Traditionally at QSRs, guests have been able to request specific food for allergies/vegan/etc and we would custom build it. We are having to move to having a fixed allergy menu at QSRs due to guests being absurd in their pickyness and abusing the ability.

That is very sad to hear. Another step towards being "just another theme park". :mad:

If these cast making these decisions actually worked their way up the ranks, I am sure we would never see half of these changes that have been/are being put in place.

Disney has a huge guest base that loudly sings our praises for being always able to exceed their expectations for their special dietary needs. And if that guest is willing to wait a few more minutes for that QSR meal, who are we to now say that it is inconvenient??

WDW gets tons of mail singing the praises of our chefs in making meals that these people can eat in a public setting.

Someone screwed up with this brain child of efficiency over safety. Safety is always first and this needs to include dietary needs of our guests whether at a table service or QSR.

For the record, I do not have the need for a special dietary meal. I am lucky enough that I can still choose from oodles of menu options. Sadly, too many of our guests cannot say the same.

MAPO

[GRUMPY PIRATE]

That is very sad to hear. Another step towards being "just another theme park". :mad:

If these cast making these decisions actually worked their way up the ranks, I am sure we would never see half of these changes that have been/are being put in place.

Disney has a huge guest base that loudly sings our praises for being always able to exceed their expectations for their special dietary needs. And if that guest is willing to wait a few more minutes for that QSR meal, who are we to now say that it is inconvenient??

WDW gets tons of mail singing the praises of our chefs in making meals that these people can eat in a public setting.

Someone screwed up with this brain child of efficiency over safety. Safety is always first and this needs to include dietary needs of our guests whether at a table service or QSR.

For the record, I do not have the need for a special dietary meal. I am lucky enough that I can still choose from oodles of menu options. Sadly, too many of our guests cannot say the same.

MAPO

we are the same, and we always enjoy the variety.

sadly, some board x, and board y, people seem to do the "special requirments" requests, not because of food algeries, but because they want the "free" extra personal attention from a chef.

one of the boards even had a thread about following a certain chef from the polynesian to another location, just so he would prepare a special meal for them.

a few even suggested that they only did it for that reason.

an SGT if ever I have heard of one.


it also detracts from those people that DO need to avoid certain foods.

[kurtisnelson]

Someone screwed up with this brain child of efficiency over safety. Safety is always first and this needs to include dietary needs of our guests whether at a table service or QSR.
Note, we are not getting rid of special requests, we are just moving to a more fixed list of options for them. Think like the GAC, they tell us what they can't do and we provide them with a fixed experience that they can participate in.

[turkeyham]

On the QSR-Vending carts, we do have the list of ingredients for the foods that we sell.

Some times when they ask for a chef, we call the hot foods kitchen and ask for a chef to come out and answer the guests questions.

We have a notebook with all the info that a guest would need for food allergies. QSR rules: FIFO. First in, first out. :)

[CptnSkippy]

Note, we are not getting rid of special requests, we are just moving to a more fixed list of options for them. Think like the GAC, they tell us what they can't do and we provide them with a fixed experience that they can participate in.

And what happens when what they want isn't on the list?

My locations didn't have much in the way of special requests (i think i had one allergy information request) but when I was at Blizzard, it was a daily occurrence. It didn't hold up the rest of the line, just that person who usually was very appreciative of how we went out of our way.

[Rob562]

Hey, while I have a couple QSR CMs in this thread, I have a slightly-semi-related-but-totally-trivial technical question...

When you're at your register, how do you call for a manager to come out? Do you use a radio? Or is there a button on the register to "page" the manager?

(I ask, because a family in the adjacent line a few years ago had asked about allergy info, and the CM said a manager would be right out. She didn't appear to have called on a phone or walkie. Two minutes later when the manager appeared, they broke out the binder with all the food items in it and were discussing their options when I left the counter with my order)

Just one of those random questions that always seems to be floating around the vast emptiness of my mind. ;)

-Rob