For my lost post I wanted to talk a little bit about the College Program as a whole and talk about it from the view of a participate and from the view of the Walt Disney Company.
A few things that I learned about the program from some of my managers. As CPs we got paid $7.25 an hour. Turns out that The Walt Disney Company only pays $1 of that. This is because the entire program is set up as an educational internship, and because of that the rest of our wages are paid for by a government grant. Also, the three housing complexes that are set up for the CPs were donated to The Walt Disney Company by the Coca Cola Company. This was done to secure the pop deal with Disney. Disney then collects about $95 a week from each CP for rent. With about 6,000 CPs on the program that money quickly adds up. Granted, some of that goes tot he upkeep of the complexes and paying for the security and administration of the three complexes, but Disney is banking some serious cash in this deal.
Some CPs were upset when they heard about this because it appears as if Disney is actually making a profit off of this whole thing. They were left with the feeling that Disney is a very greedy company. However, I never really felt that way. Now, a part of it could be that I grew up a Disney fan. I went to the theme parks and all the movies as a child. So, maybe I have bought into the "magic" and my opinion is a little skewed. However, let me back up my position. This is such a great opportunity Disney does for college students. You can earn credit for an internship with your school. You can also take other classes with Disney that are approved for credit. Disney also offers classes in their Exploration Series which cover topics such as leadership (which I took), hospitality management, guest service, and Disney heritage. These courses are offered free of charge and you get an inside look at how Disney trains their managers and workers in the way that has made it the vacation destination of the world. Also you could sign up for an hour class on resume writing, cover letter writing, and acing the interview classes free of charge.
Aside from the credit and course work Disney set up many outings that you could sign up for. These included trips to Sea World, Busch Gardens, Universal Studios, Orlando Magic basketball games, Tampa Bay Lightning games, Kennedy Space Center, and to the beach. Aside from these trips Disney set up events for us CPs such as Welcome Part )with free food), Night of Stars (a talent show), Grocery Bingo, end of program formal dance (with amazing free food), end of program graduation event (where we got our graduation diploma and ears, and more free food).
All of these events and classes were free to the CP but there was costs associated with holding these events for the company. They also held a free Thanksgiving and Christmas dinner for the CPs. So while we didn't get paid a whole lot, and Disney took almost half our paycheck for rent each week, I felt like they did take good care of us in other ways. Add to all of this that we got to live in central Florida for 5 months!
Some CPs were there just to have fun which I can understand. However, if you were there to learn as well as have fun you came away with so much from this program. I also need to mention that the CP is a great way to start your career with the company. At the end of my program I switched to "seasonal status." This means that I am still an active employee of The Walt Disney Company. In order to keep this status all I have to do is work 2 weeks a year and once every 6 months. I am looking at applying for a management internship once I graduate from EMU this December and still being an active employee will help my chances.
If I had not switched to seasonal status at the end of my program and I later wanted to work for Disney again I would have to go through the general casting procedure, and Disney is not actively hiring at the moment.
Another way Disney took care of us CPs is by giving us all the perks that a full time cast member receives. We got free park admission for ourselves and our Main Gate Pass. This card allows us to bring friends and family into the parks for free 6 times a year and each time we can bring up to 3 people in with us. We also got the 20% off on all merchandise, which moved to 50% off during the holidays. We received the free copy of Toy Story 3 that all cast members received. We got the Disney Holiday Gift which had a book full of coupons and free stuff inside including dining coupons, free pictures, free food, and discounts at the Company D store, which is for cast members only. We also received the free Christmas ornament.
I guess what I am getting at is Disney really didn't have to give us CPs all this. I mean, we work for the company for only 5 months and then we are gone, some of us forever. Why give the CPs all the same perks as full time employees? It made me feel truly apart of the Disney Family, and made me want to do the best possible job every single day.
Now, who ever came up with the College Program is a genius. I already mentioned how much Disney actually pays us, and because we are CPs we got the shifts that the regular cast members always requested off...meaning we closed the parks. Those late night shifts where the park doesn't close till 3 AM at the Magic Kingdom? CPs are the ones doing those shifts. Also, it fills out the Disney workforce. About 6,000 CPs work each 5 month program, that's 12,000 CPs in a year. So Disney gets cheap labor, a lot of it, and people to work the shifts that the regular cast members put on their "not available card." Also, with all the discounts we get a lot of CPs (like myself) give so much money back to the company buying souvenirs and other merchandise only available for cast members.
Another benefit? The College Program is a great way to "hook" people. So many cast members started on the College Program, and almost all of my managers worked the CP. It almost serves as a proving ground for the company.
Overall I loved my time at Disney and I really want to have a career with the company. I felt very well taken care of, and felt a part of the Disney Family, and loved creating magic for our guests!
Monday, January 17, 2011
Week 16
I had an interesting guest experience this week. We call this following situation a code 22, which is an unruly guest.
I was working the back gate at Epcot, International Gateway, which leads to the Yacht and Beach Club, the Boardwalk, and the Swan and Dolphin hotel. It was the very end of the night and I was closing with one other cast member. I was putting the covers on the turnstiles when I heard a male guest yelling and screaming obscenities. This cast member I was working with is known for being rude to guests so I can only imagine what she has done this time.
I should take time now to say that while closing we have four main tasks. 1) Wish every guest a good night. 2) Open the gate for strollers to exit. 3) Make sure any rented Electronic Cart Vehicles do not leave the park. 4) Make sure no alcohol leaves the park. When looking for alcohol we are trained to look at the cups, not what is inside the cup its self. A clear plastic cup WITH a lid on it is fine to leave the park as those are nonalcoholic drinks. However, clear cups WITHOUT a lid are not allowed to leave the park because these drinks are alcoholic.
Now, back to the situation. So I start to walk over to try to defuse the situation. The guest is obviously very drunk and clearly upset at something that just occurred. Apparently the man had a clear plastic cup without a lid on it containing a clear liquid. My fellow cast member instructed the man to finish the drink before he left the park or to throw it away. The man decided to throw the drink away. As he was doing this another guest walked by with a clear plastic cup with a lid on it containing a clear liquid and he was allowed to exit with the drink.
Well this sent the drunk guest into a tantrum demanding to know who gave the cast member the authority to choose what can and cannot be taken out of the park. He claimed his drink only contained water. He was very upset that he had to throw away his cup of water...he had some very colorful language. Now, this could have been defused rather easily if my fellow cast member would have explained calmly why the other guest was allowed to leave. Instead, she did what she usually does when any guest starts yelling-she completely ignored the guest. This only further enraged the guest.
So I approach the guest and his wife, knowing that I am dealing with two very drunk guests, and with a smile, say, "How can I help you sir?" To my surprise he is very calm with me explaining what had happened. His wife was trying to pull him out of the park to get him to leave which angered him and he started yelling again. At that point I waved our security guard Richie over just to be safe. Richie takes the lead and soon the guest and Richie are screaming at each other filled with obscenities. Richie walks away from the guest and again he turns towards me, and again, very calmly says, "Tony, may I please speak with a manager?" I tell him I will call for one and place the call using our code 22 on the phone so the manager knows what to expect when he comes in.
When the manager comes over he first talks with Richie and then moves over to the guest. The guest explains what happened and the manager goes into our gift shop and gives the guest a free bottle of water. I was torn on this action. On the one hand I can see why the manager gave the free bottle of water. The guest did have a cup of water thrown away for no reason (our cast member should have known it was water) and honestly giving away a bottle of water costs the company nothing because the Coca Cola Company gives us bottles of pop and water free while they make most of the profits on fountain drink sales. So it was a quick and cost free way to make an upset guest happy and it would get the drunk guest away and back to their hotel quickly.
However, this guest treated two cast members very poorly (I think he treated me well because I treated him well even though he was drunk), He was swearing as families with small children were leaving the park, and he got that water from a fountain so it didn't cost him anything. So in that regard I wish the manager had just had the guest escorted from the park, but, from a business stand point I understand why the bottle of water was given. It was a quick way to defuse the situation, and it didn't cost the company a thing. A win-win in the manager's mind.
I was working the back gate at Epcot, International Gateway, which leads to the Yacht and Beach Club, the Boardwalk, and the Swan and Dolphin hotel. It was the very end of the night and I was closing with one other cast member. I was putting the covers on the turnstiles when I heard a male guest yelling and screaming obscenities. This cast member I was working with is known for being rude to guests so I can only imagine what she has done this time.
I should take time now to say that while closing we have four main tasks. 1) Wish every guest a good night. 2) Open the gate for strollers to exit. 3) Make sure any rented Electronic Cart Vehicles do not leave the park. 4) Make sure no alcohol leaves the park. When looking for alcohol we are trained to look at the cups, not what is inside the cup its self. A clear plastic cup WITH a lid on it is fine to leave the park as those are nonalcoholic drinks. However, clear cups WITHOUT a lid are not allowed to leave the park because these drinks are alcoholic.
Now, back to the situation. So I start to walk over to try to defuse the situation. The guest is obviously very drunk and clearly upset at something that just occurred. Apparently the man had a clear plastic cup without a lid on it containing a clear liquid. My fellow cast member instructed the man to finish the drink before he left the park or to throw it away. The man decided to throw the drink away. As he was doing this another guest walked by with a clear plastic cup with a lid on it containing a clear liquid and he was allowed to exit with the drink.
Well this sent the drunk guest into a tantrum demanding to know who gave the cast member the authority to choose what can and cannot be taken out of the park. He claimed his drink only contained water. He was very upset that he had to throw away his cup of water...he had some very colorful language. Now, this could have been defused rather easily if my fellow cast member would have explained calmly why the other guest was allowed to leave. Instead, she did what she usually does when any guest starts yelling-she completely ignored the guest. This only further enraged the guest.
So I approach the guest and his wife, knowing that I am dealing with two very drunk guests, and with a smile, say, "How can I help you sir?" To my surprise he is very calm with me explaining what had happened. His wife was trying to pull him out of the park to get him to leave which angered him and he started yelling again. At that point I waved our security guard Richie over just to be safe. Richie takes the lead and soon the guest and Richie are screaming at each other filled with obscenities. Richie walks away from the guest and again he turns towards me, and again, very calmly says, "Tony, may I please speak with a manager?" I tell him I will call for one and place the call using our code 22 on the phone so the manager knows what to expect when he comes in.
When the manager comes over he first talks with Richie and then moves over to the guest. The guest explains what happened and the manager goes into our gift shop and gives the guest a free bottle of water. I was torn on this action. On the one hand I can see why the manager gave the free bottle of water. The guest did have a cup of water thrown away for no reason (our cast member should have known it was water) and honestly giving away a bottle of water costs the company nothing because the Coca Cola Company gives us bottles of pop and water free while they make most of the profits on fountain drink sales. So it was a quick and cost free way to make an upset guest happy and it would get the drunk guest away and back to their hotel quickly.
However, this guest treated two cast members very poorly (I think he treated me well because I treated him well even though he was drunk), He was swearing as families with small children were leaving the park, and he got that water from a fountain so it didn't cost him anything. So in that regard I wish the manager had just had the guest escorted from the park, but, from a business stand point I understand why the bottle of water was given. It was a quick way to defuse the situation, and it didn't cost the company a thing. A win-win in the manager's mind.
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