Guidelines for Guest Service

Printable View

04-12-2007, 03:03 PM
Benjo

Guidelines for Guest Service
Hi Everyone,

I was talking with a co-worker of mine the other day, who is a former Cast Member. He was telling me about the Guidelines for Guest Service cards that every CM is given to carry around in their pockets while in the parks. He still has the card, and I decided to post them here:
1. Make Eye Contact and Smile
2. Greet and Welcome Each and Every Guest
3. Seek Out Guest Contact
4. Provide Immediate Service Recovery
5. Display Appropriate Body Language at All Times
6. Preserve the "Magical" Guest Experience
7. Thank Each and Every Guest
Benjo
04-12-2007, 03:26 PM
vixen101485

Those are great rules for everyone to apply to their everyday life too. Give a smile, get a smile in return.
04-12-2007, 04:50 PM
disneydame2004

I wonder which rule "If they look unhappy, give them stickers!" falls under? LOL

They are excellent rules to follow - imagine how much better the world would be if more people did? Thanks for sharing, Benjo!
04-12-2007, 04:59 PM
seriouslydw

I was thinking the same things - imagine if everyone used these as guidlines to treat other people.
04-12-2007, 06:17 PM
MayBWeRMnt2B

I'm surprised about this. I've seen a lot of questionable behavior by CMs lately.

I heard one CM swear at a guest on space mountain when he wasn't paying attention and walked right past her. He just didn't see her, and she swore at him. However, I couldn't see her nametag, so I didn't report her. I hope someone else did!

Yesterday in the parks a CM during a traffic jam on mainstreet, I heard him scream "left foot, right foot, left foot, right foot, it's not THAT hard people! Get moving!" in a really rude tone. However I can't remember his name either... I know he's in the college program because of his nametag, I remember what school he's from but not what his name is.

However, I do love the rules. I just wish people would follow them more!
04-12-2007, 06:22 PM
seriouslydw

I love the rules too, and 99% of the cast members i've interacted with have been great. I"ve just found that when it gets really busy - the guidelines sometimes can fall by the wayside.
05-21-2007, 07:43 AM
acradias

good deal !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
06-02-2007, 08:26 PM
amy_fm84

ooooh brings back last summer memories. when doing my training (i was an ICP lasy year) i alwasy remembered it using Mickey Gets Salted Popcorn During Parade Times (MGSPDPT) always got me through!
06-04-2007, 01:20 PM
Benjo

Quote:

Originally Posted by amy_fm84

ooooh brings back last summer memories. when doing my training (i was an ICP lasy year) i alwasy remembered it using Mickey Gets Salted Popcorn During Parade Times (MGSPDPT) always got me through!

Amy,

Please share some stories from your time at the ICP: where did you work, anything funny and/or crazy that happened, would you go back and be a CM?
07-05-2007, 12:26 PM
southerngirl

Quote:

Originally Posted by disneydame2004

I wonder which rule "If they look unhappy, give them stickers!" falls under? LOL

They are excellent rules to follow - imagine how much better the world would be if more people did? Thanks for sharing, Benjo!

Hilarious. My kids (me too) love the stickers.
07-05-2007, 12:32 PM
mini-V

Maybe I'll make a good cm yet since I've never been so unhappy at a park that a cm had to give me a sticker. (I'm thinking that's a good thing.)
07-05-2007, 02:11 PM
Keasmom

We got stickers for asking directions or any interaction at our front desk or lobby store. We are super friendly so they could not have thought we were having a bad day.We had a couple of great CM's at the resort and a few really good ones at the parks. One real jerk was passing out the black lanyard ride pass things (part of the million dreams it is a pass that they hand you going into a que and it speeds or eliminates your wiat time) but he only gave them to boys/men. He was telling the other CM he was supposed to be doing every other guest but he only gave them to males because he likes males. We were supposed to get one (every other guest) but he ignored our group of ladies as if we did not exist. We did get hugs from the stormtroopers though so I guess it was a fair trade.
03-13-2008, 12:55 PM
Ted Flint

Ah, the 7 Service Guidelines... They are no more.
Disney has revamped their approach and has devised the Disney Basics.
1. I project a positive image and energy.
2. I am courteous and respectful to all Guests, including children.
3. I stay in character and play the part.
4. I go above and beyond.
03-13-2008, 09:12 PM
kylewhit89
Quote:
Originally Posted by Benjo

Hi Everyone,

I was talking with a co-worker of mine the other day, who is a former Cast Member. He was telling me about the Guidelines for Guest Service cards that every CM is given to carry around in their pockets while in the parks. He still has the card, and I decided to post them here:

Make Eye Contact and Smile
Greet and Welcome Each and Every Guest
Seek Out Guest Contact
Provide Immediate Service Recovery
Display Appropriate Body Language at All Times
Preserve the "Magical" Guest Experience
Thank Each and Every Guest
Benjo
i cant remember if it was there, but when a CM leaves a CM only area there is a sign posted with the guidelines to remind the CM of their job in the "show"
03-13-2008, 11:40 PM
Ted Flint

The doors going from offstage to onstage have many different signs- it just depends on where it is. They vary from "Open slowly- door opens onstage" to "Drip-pans must be in place before parking on plaza" as well as friendly reminders and such.
The 7 Guidelines no longer exist as they are difficult to remember. The Basics sum it all up a lot better. For instance, Guidelines 1 2 3 5 and 7 can be summed up as "I project a positive image and energy."