This is a question I keep getting A LOT so I decided to answer it for y'all. My role is Quick Service Food & Beverage and I work at Pecos Bill Tall Tale Inn & Cafe in the Magic Kingdom. At Pecos, there are a ton of different positions I'm trained in including:
1. Magical Moments- walking around the dining room and celebrating celebrations with guests
2. Greeter- welcoming everyone to Pecos and thanking them for joining us
3. Filler- filling food orders
4. Drinks- filling drink orders
5. Counter Stocker- making sure the counter has everything they need
6. Close Counter- cleaning everythinggggg foreverrrrrrrrrrrrrrrrr
7. Topping Bar- making sure all of our toppings are available to our guests
8. Topping Bar Runner- making sure the topping bar people have everything they need
9. Topping Bar Close- cleaning the topping bar
10. Condiments and Trays- making sure all of the condiments are stocked
11. Trays- picking up all of the dirty trays
12. Condiment Bar Close- wrapping everything up and cleaning
13. Dining Room Busser- cleaning tables as guests leave
14. Dining Room- Floors- sweeping
16. Trash- emptying trash
17. Dining Room Concierge- talking to guests
18. Dining Room Close- cleaning the dining room
19. Pre Close- bagging all of the trash cans after wiping them down
And just recently I was trained on cash so now I can:
20. Cash- taking orders
21. Cash Close- cleaning
21 different positions? haha yeah it's kind of crazy but very manageable. we have 5 different dining rooms so if you're bussing, you are only in charge of one dining room, trays, the whole restaurant, trash has 3 sections, each with about 6-9 trash cans, topping bar is one side, filler is for one register, etc... it's all very manageable. I like cash so far the best, we'll see how often i'm on it! magical moments is fun too because you get to announce a guests' celebration and get the whole dining room to help celebrate. I hate trash but a lot of people like it because you don't have to deal with guests... haha, i just don't like it though! i'll write more later, need to go to sleep!
Tuesday, September 21, 2010
Saturday, September 4, 2010
3 1/2 week mark
So I've been here for 3 1/2 weeks so far. I like it here. I love the guest interaction. I started talking to a guest in one of our dining rooms the other day and found out that he was a Human Resource Director at a company (he never told me which company). We were talking about Disney and how successful they are with employee relations. We were also chatting about reasons why cast members stay with the company for so long. I told him that I believe cast members stay for so long not because of the jobs we do, because honestly, they're not the best jobs in the world, but rather for what we do while we are here.
I began to tell him about my 11hour work day where I was on trash for 8 of those hours. Taking out trash is not fun at all but it is what you make of it. I was in the lobby checking on the trash cans when I heard a family talking about not being able to eat and watch the parade at our restaurant. I chimed in and was like "Of course you can watch the parade and eat here, as a matter of fact, there is a whole section of our outside dining room that few guests know about and it is totally empty right now. after you order your food, let me know and i will take you right to it!" Now this doesn't seem like a big gesture but it meant the world to this family. It was one of their daughters birthday and she was crying because she was tired and just wanted food. They were so happy that we were willing to help them and make them feel like the only guests in the park. It was all of their first visits to Disney world and this tiny gesture made them feel appreciated. The next day they came back to Pecos and the first person they saw was me (i was on greeter; at the front door saying 'howdy' to everyone) and they were thrilled to see me yet again, and took my advice for a second day and sat in the same seats to see the parade again. This one tiny gesture meant the world to them.
The same day I was also able to help so many guests find the characters or princesses they wanted to see. I have also been able to use my limited knowledge of spanish to communicate with guests looking for assistance.
The same day I was talking to the gentleman I also received a basics audit meaning a manager observed me at work to make sure I was following the four basics. My manager said I passed with flying colors! I also received a great service fanatic card!!! (Meaning I did something that the manager felt the need to recognize me for; I was going out of my way to greet guests as they walked through our doors instead of standing in the back of the dining room and blending in with the background., like most cast members do.)
Great Service Fanatic cards are a perfect example of how managers keep their cast members motivated. We also have a word (or quote) of the week that if a manager hears a cast member saying, they will also receive a great service fanatic card. This week was "Happy trails, hope to see y'all soon!"
More observations to come soon!
I began to tell him about my 11hour work day where I was on trash for 8 of those hours. Taking out trash is not fun at all but it is what you make of it. I was in the lobby checking on the trash cans when I heard a family talking about not being able to eat and watch the parade at our restaurant. I chimed in and was like "Of course you can watch the parade and eat here, as a matter of fact, there is a whole section of our outside dining room that few guests know about and it is totally empty right now. after you order your food, let me know and i will take you right to it!" Now this doesn't seem like a big gesture but it meant the world to this family. It was one of their daughters birthday and she was crying because she was tired and just wanted food. They were so happy that we were willing to help them and make them feel like the only guests in the park. It was all of their first visits to Disney world and this tiny gesture made them feel appreciated. The next day they came back to Pecos and the first person they saw was me (i was on greeter; at the front door saying 'howdy' to everyone) and they were thrilled to see me yet again, and took my advice for a second day and sat in the same seats to see the parade again. This one tiny gesture meant the world to them.
The same day I was also able to help so many guests find the characters or princesses they wanted to see. I have also been able to use my limited knowledge of spanish to communicate with guests looking for assistance.
The same day I was talking to the gentleman I also received a basics audit meaning a manager observed me at work to make sure I was following the four basics. My manager said I passed with flying colors! I also received a great service fanatic card!!! (Meaning I did something that the manager felt the need to recognize me for; I was going out of my way to greet guests as they walked through our doors instead of standing in the back of the dining room and blending in with the background., like most cast members do.)
Great Service Fanatic cards are a perfect example of how managers keep their cast members motivated. We also have a word (or quote) of the week that if a manager hears a cast member saying, they will also receive a great service fanatic card. This week was "Happy trails, hope to see y'all soon!"
More observations to come soon!
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