Shipping
Cast member does not want to do shipping.
What is APOLOGIZE to GUEST and CAST. Tell Cast member you are going to walk them through and assist with this shipping. Let them take the driver seat in DSP.
You see Cast members talking to each other behind the register and not greeting Guests. What do you do?
What is ADDRESS the Cast nicely. Thank them for being here, tell them we need come out and welcome all of our lovely Guests. If the problem persists, switch one of the Cast members or put them on another task.
A GUEST has lost their refillable mug. What do you do?
What is APOLOGIZE to GUEST, look in the immediate area or lost and found. If can't be found get GUEST first and last name to write an NSA for mug(s).
There are holes on the floor and the stock you need is not present.
What is condense product and find something else that matches product story. Loop in leadership for assist and approval of made changes.
Cast member has been assigned the task of stocking the cooler. They do not fill it fully and look for something else to do.
What is address Cast member. Pull them off their new assignment and tell them to finish the cooler. Show them the holes that they previously missed, maybe they do not know what it fully means. (moving cases)
There is a huge shipping order that has taken the attention of yourself and there are other Cast twiddling their thumbs while a line starts to form. What do you do?
What is be PROACTIVE and let the other Cast know, "hey we have a large shipment over here." Can you please watch the lines and walk people to your register to help out.
Cast member grabs a task, instead of doing task they disappear or ignore it completely.
What is address Cast member and explain to them the importance of doing the task. They need to verify with coordinator that task is completed OR coordinator would like them to do something else. Repeated occurrences should brought to leader attention to correct behavior.
A GUEST approaches you upset that their magic band is not working for charging privileges.
What is APOLOGIZE to the GUEST. Ask them if they have set up a pin? Have them log into their "My Disney Experience."
-My Profile
-Payment Method
-Reset Room Account Pin
There are holes on the floor and the stock you need is not present. There is no matching product.
What is think outside the box and try alternative product. Maybe something that matches the color story. Loop in leadership for assist and approval of made changes.
There is not enough coverage at night and the stock and picklist will most likely not be finished by the end of the night. What do you do?
What is make sure the coolers are done and on stage looks good. Try to pick what you can and have it on the cart for the morning crew. Advise the closing leader and opening coordinator of the situation. Try to think what could be done earlier IF possible.
A Guest asks to ship a popcorn bucket, but the CM does not know how assist them. What do you do?
What is APOLOGIZE to Guest and teach the CM while assisting the Guest on processing a UPS shipment. Provide Guest with the pickup address, aid with getting the weight/dimension, walk the CM and package to the runner room.
You only have three CAST working the morning. You have to run the operation and uphold the Guest experience while completing all tasks, but most Cast have restrictions. What do you do?
What is partner with leader to see if there is any labor to spare. If not, drop replenishment in lieu of Guest Service and breaks. Morning picklist are less heavy and can be made up in the afternoon. Be sure to APOLOGIZE and explain to mid/closing coordinator.
A GUEST approaches you upset that their magic band is not working for charging privileges. They have previously been able to make purchases. They tried resetting their pin in the app and it still doesn't work.
What is APOLOGIZE to GUEST for inconvenience. Hold items behind register. ESCORT GUEST to front desk to explain situation. ESCORT GUEST back after PIN has been resolved to make sure it works.
While there are not holes on stage the product is pushed far back on the shelf, and it looks empty what should the Cast do?
What is (edging) pull the product forward, so it looks full.
The pick list has just been pulled and completed what should you have the replenishment CM do next?
What is onstage audit and stock the cooler until the next pick is due to be pulled.
A Guest wants to ship product from Disney Springs and perfume from EPCOT. Can we do it?
What is APOLOGIZE to Guest and politely tell them they cannot ship those items through Disney as we cannot insure them. Offer to package or wrap their items and ESCORT them to front desk to use UPS shipping.
We have a coordinator calling out each shift, forcing the team to be flexible or short-handed. What can you do?
What is talk the peer and make sure they are okay. Look for Cast members to personally develop and take an interest in training or relief coordinating to increase our talent pool. Who have you been developing?
The items on the Pick list are not generating properly what should you do?
What is check the PQ and temporarily adjust if needed.
Your fellow Cast members have been voicing a dissatisfaction with their work or personal life. It is starting to bring you down. What do you do?
What is APOLOGIZE and Empathize to the Cast member that they feel that way. Recommend EAP, encourage them to talk to leadership (if work related). Try to take yourself away from the conversation with a task. Focus on YOUR own mental health and well-being.