Room Ready
The room is not ready, but you see options in the unassigned that are ready.
So, you ask the guest if they have a preference and swap them into a ready room
Park Reservations are already booked up for Annual Passholders for the day.
What is: Ask an FSA or Leader to override the availability if its available.
A guest tells you they got lost.
What is: Offer directions, offer bell services, offer a runner's assistance.
A guest wasn’t given the room location they requested what do you?
What is: Partner with Ops
A guest tells you their mobile order was missing an item.
What is: Walk guest to Artist Pallette, for the item or a refund.
The only ready room options are in Carousel
What is: Offer Carousel, sell that area, or inform the guest if they want another section they may need to wait. Place comments in the reservation, remind the guest it is not guaranteed.
A Guest cannot purchase a lighning lane with their mobile device.
What is: Troubleshoot on the guests My Disney Experience account, check to see if reservation is linked, purchase on GSS if need be, or educate the guest on how to do it themselves.
A Guest tells you the buses took forever to get to the park.
What is: Minnie- Van, taxi voucher for the future, credit for lightening lane.
The guest was given a room location that they did not request or want.
What is: Partner with ops, educate the guest that requests are not guaranteed, set up for a room change if the guest went to the room or if the option isn't available today.
The Turf Club tells you the guest waited an hour for their reservation.
What is: Work with the F&B manager to see what type of recovery they would like to offer, possibly a credit back to GI Home Resort Food and Beverage Issue.
The Room is not ready and it is 5pm
What is: Try to see if you have a ready room, or issue a credit to "room ready".
It rained all day in the park, the guests are soaking wet and upset it ruined their day.
What is: Help guests get some ponchos, or order raincoats, get the guest a towel. Check the forecast for the future and help the guest plan for possible better rainy locations.
Name all the Horses and their movies
What is: Destiny- enchanted, Frou Frou- Aristocats, Philippe- Beauty and the Beast, Baby Pegasus- Hercules, Maximus- Tangled, Angus- Brave
A guest tells you their phone won’t work for the door, they were given key cards, but they will not work either, what do you do?
What is: Check to see if the door is online, put in a Hostos for the engineering, partner with the runner to assist the guest. Issue a credit due to the lost time.
A Guest had the dining plan but was charged to the folio instead
What is: issue a credit in the folio and take off a dining plan credit.
Guest comes to check in and they are upset to find out their room is not ready and it is not in congress park but they booked standard.
What is: Use this moment to educate the guest about our preferred and standard locations. check membership and photo is for guest and then Partner with ops to see if upgrade is available. We cannot guarantee an upgrades it is all based on availability and will require points or cash payment.
The Christmas party is sold out.
What is: Offer to check on other options for the guest, recommend speaking to Magic Kingdom guest relations in person to see if they have any tickets for sale day of.
The Cast member that checked them in never said Welcome Home.
What is: Welcome Home the guest, thank them for being a DVC member. Apologize to the guest, look at their plans. Possibly send an amenity to the room, with a card saying Welcome Home.
A Guest tells you they checked into a room that was dirty.
What is: Partner with ops to see why, get guest a ready room, issue a credit to GI HSK.
You can't find a dining reservation for a guest looking to dine at Cinderella's Royal Table tomorrow.
What is: Offer other dining reservation options if there is one, explain guests can cancel up to 2 hours before, let them know there is a waitlist day of at the restaurant, but it isn't guaranteed.
Guest gets a ready room but it doesn't have a good view
What is: Ask the guest what type of view they were looking for, ask the guest if they have been to the room, if they haven't work with OPS or an FSA to move the guest if you have it. Possibly look at room change for tomorrow, inform the guest they do not pay for the view, it is not guaranteed but we will work to get them what they are looking for.
A guest tells you they went to Magic Kingdom and the rides kept breaking down.
What is: Check GSS, see if they received multi experience passes for other rides, if not call Magic Kingdom guest relations and see if there was an issue with the ride. Ideas for recovery credit to purchase lightning lane, or possible comp tickets for a redo day.
Recreation did not allow the guest to Tie Dye because they were late to the event
What is: Apologize to the guest and offer to call recreation to see if they set up Tie Dye for another time. See if the guest can go another day, or at another resort. Or see if they want to do another recreation activity.
Guest states they think they have Bed Bugs (724) in their room.
What is: Ask the guest for their room information, partner with Ops or and FSA, who will get a leader. They will call HSK, and pest control. Ask the guest to go back to the room in the meantime to wait for pest services to determine the bug type. If it is positive, the leader/ duty will issue compensation and fill out a CRI.
A guest tells you they got food poisoning yesterday.
What is: Ask the guest if they need medical assistance. Find out if the guest is staying at the resort, and what restaurant, grab a Leader or FSA so they can fill out a CRI.