"Slow" Week

These next 2 weeks...(April 2-16) are the two busiest weeks of the internship. We are told to be at our best at all times because not only area managers, but general managers will be walking around the park because of the high capacity of people that will be coming through. In fact, classes are even cancelled for this week because of the amount of hours. We will be working anywhere from 50-60 hours this week.

I've learned a lot during this internship program about service recovery. When guests are unsatisfied or unhappy with the quality or performance of Walt Disney World, it is required to implement service recovery. In other words, we need to make up for their unsatisfaction. It can be anywhere from a free popcorn to a free night in a resort depending on the circumstance. Although I experience minor service recoveries such as free popcorn everyday, this past week I experienced a more severe service recovery situation.

A guest had purchased about 12 items from the Star Tours (Tatooine Traders) store. The guest had taken advantage of the service of having it shipped to their resort for free. Unfortunately, the guest's items were lost on the way over. We had to find every single item that was in the guest's bag in the store and make up the same package for them. The guest's bag was then delivered personally to their room. Although the guest's experience was a little tedious, they received want they wanted and Disney went above and beyond.

This week should prove to be a real test as the numbers of people in the park are going to be extremely high and extremely busy. I am hoping to exhibit my best guest service skills possible this week.

Fun Fact of the Week to come...