Now this is a terrific idea - Magic Kingdom eateries take control of seating - Walt Disney Boards - Message Boards & Forum Discussing The Genius Of Walter Elias Disney!

Buzz2001 · #1 (**permalink**) 10-06-2009, 07:23 AM

Magic Kingdom eateries take control of seating to boost efficiency and help diners relax

'Sheriff' Sonny Mattice assists guests for seating during the lunch hour at the Pecos Bill Tall Tale Inn and Cafe in Frontierland, at the Magic Kingdom. The restaurant is using a new pilot program, including seating assistance, to reduce wait times by creating more efficiency in food ordering and seating at that popular eatery.

Walt Disney World is experimenting with new crowd-control methods in some of its busiest in-park restaurants, hoping to make the facilities more pleasant for guests and more profitable for the resort.

Inside four quick-service restaurants in the Magic Kingdom, Disney has begun restricting access — but guaranteeing seating — during particularly busy lunch rushes. Managers say the approach helps smooth out traffic in part by eliminating the need for groups to split up and send someone to order food while another person holds an open table — something that can clog up as much as one-third of a restaurant's capacity at any given time.

"This has been very helpful for us from an efficiency standpoint, because everything's so well-organized," said Liz Clark, general manager of food and beverage in the Magic Kingdom.

The tinkering illustrates one of the small ways theme parks have sought to squeeze more money out of existing operations — beyond top-level cost cuts — in the midst of a recession that has sapped attendance and guest spending.

Disney does not break out how much restaurant sales contribute to the revenue of individual theme parks. But experts say it is substantial.

"The food-and-beverage operations are very significant in the overall bottom line," said Mary Jo Ross, a former multi-unit restaurant manager at Universal Orlando and an assistant professor at the University of Central Florida's Rosen College of Hospitality Management.

Disney says the restaurant changes are part of an internal initiative called "The Basics," in which employees have been urged to re-emphasize customer service.

Busy, in-park restaurants are an obvious target for improvements; around noon on a busy day, they can rival the longest ride queues in terms of crowds, noise and stress levels.

"It wasn't really a good way to decompress or relax. So we've been really focusing on how we can enhance the whole dining experience," Clark said.

Under the controlled-access and -seating program, guests in certain Magic Kingdom counter-service restaurants are steered through a single entrance so workers can keep tabs on how many people are inside.

A greeter hands menus and steers the entire group to cash registers to place their orders. After they get their food, they are guided by another employee to an empty table.

Implementing the change is trickier than it may sound. For example, the restaurants have multiple entrances, so Disney restaurant managers have had to work with the resort's "Imagineers" to work out new ways of guiding traffic through a single point.

Clark said the program has already evolved based on feedback from guests. The menus that greeters hand out were initially only available in English and were done entirely in text; they have since been changed to include multiple languages, pictures of the menu selections, and information about using a pre-purchased dining plan that Disney sells to resort guests.

Disney began testing the concept in the Pecos Bill Tall Tale Inn and Café. But it has since been rolled out to three other busy counter-service restaurants: Columbia Harbour House, Pinocchio Village Haus and Cosmic Ray's Starlight Café. Those restaurants range in size from about 400 seats to more than 1,000 at Pecos Bill and Cosmic Ray's.

The controlled access is used only when that day's park attendance warrants.

Clark said the results have been overwhelmingly positive, both in terms of praise from guests who report a more-relaxed dining experience and in terms of reducing congestion inside the restaurants, where, like on a busy highway, small backups can cascade over the course of a day into lengthier delays.

Disney has also made other, subtler changes. At Pecos Bill, for instance, the resort has added self-service ordering kiosks, though guests can still opt to order from a human cashier.

Workers also recently replaced highly themed, high-backed chairs at Pecos Bill with smaller, less clunky stools. The switch, which Disney said was made on the suggestion of a restaurant worker, has allowed the restaurant to add an extra seat at many tables and improved the aisles between tables, helping alleviate further bottlenecks.

Orlando Sentinel Article

BellTinkR · #2 (**permalink**) 10-06-2009, 11:48 AM

I hate this idea. I really hate it. I really don't want the CMs controlling EVERY aspect of my Disney experience.

The place wouldn't be so crowded if they would open other eateries when the park is crowded, such as the Terrace. I have seen the Terrace locked up like Fort Knox, plenty of seating but no food available, on Memorial Day Weekend. Yes, a holiday weekend, park is packed to capacity, and the Terrace is closed. They would not have such an issue at Pecos Bill's if they would open enough eateries given the size of the crowds.

This idea gets a resounding thumbs down from me.

goofy101 · #3 (**permalink**) 10-06-2009, 12:08 PM

It will be intresting to see how this works out

chrisnfran · #4 (**permalink**) 10-06-2009, 02:49 PM

I see Tink's point; however, we were one of those families with 5 people. we always had to split up, with me ordering and trying to carry a gazillion orders of fries, 5 drinks, pile of hot dog, hamburger, chicken nuggets etc. while the rest of the crew went on a hunt for a table that would seat all of us. I hate to say it, but on a crowded day, I'd rather have somone else hunt down our table. I'm definitely willing to give it a try.

**albino_pygmy** · #5 (**permalink**) 10-06-2009, 04:00 PM

Sounds like a good idea on paper, hope it goes as well as they say it does. I am glad they are trying to make things a little easier, however as stated above, I don't want to be told where to sit. I'm wondering how this would work out now that there is only ONE entrance to the place, would they treat it like an attraction and have us wait in a long queue to get to the registers? Would they then offer a FP so you can eat ahead of everyone else, or get preffered seating? Would they regulate how long you can stay at a table so that there's a table available for the next group in line on a full day? Self order kiosks? What next, create a new thrilling attraction where YOU are the chef and you learn the basics of grilling burgers as you make your own meal, at a not-so-reasonable price? Lets see where Disney takes this idea . . .

MickManiac · #6 (**permalink**) 10-06-2009, 05:59 PM

I totally agree about the Terrace. I have been to MK many times, and have never seen it open. On the other hand, I also have had the unpleasant experience of not being able to find a seat after getting our food. Hope they can make it work somehow.

**luvlifeinfl** · #7 (**permalink**) 10-06-2009, 06:48 PM

I saw this on another post earlier today & I also saw it in the Orlando Sentinel.

Myself I do not think it is a bad idea, for TinkbellR, I understand you do not want disney controlling your vacation, but since the parks have become so packed & there is limited eateries, I right now prefer to have controlled seating.

In the past, well the very 1st time we went to Disney (2005), we were not in anyway seasoned on what to do, so for lunch we went to pesco Bills and when we went to sit there was not a table to be found we pretty much had to eat standing ( my DH was not happy)! our following yrs we would send our 2 DD's to look for a table after waiting over 20 min in line to order our food, then we had to find our girls hoping no one abducted them. So again I do not have a problem with Disney wanting to help me with making my experiance at the parks a little less stressful.

dommiedarko · #8 (**permalink**) 10-06-2009, 07:13 PM

I think it sounds better on paper than in reality. Carrying the trays of food and trying to avoid bumping into people and whatnot is a pain in itself. I prefer having someone find a table and then meeting up with them. It avoids the food getting cold also. Maybe I'm just rambling, but it's my two cents.

Willful · #9 (**permalink**) 10-07-2009, 10:13 AM

I agree with the wait and see approach on this. I also agree that I'm not overly fond of the loss of control in deciding where you can sit. But I guess it's not different than going to a sit-down restaurant where they decide where you sit. I have it so ingrained that one goes to get the food and another goes to find a table and wait... but it will be nice to not have the stress of hunting and sometimes subtly hovering for a table.

**PolynesianMedic** · #10 (**permalink**) 10-07-2009, 10:16 AM

I think that I like this idea, but I am curious to see how it all works out.

BellTinkR · #11 (**permalink**) 10-07-2009, 10:36 AM

Another thing I thought of - Disney is NOT going to provide this service for free. As soon as CM intervention is introduced, the prices of the food will go up to support paying that person's salary and benefits + making a profit off of providing the service. Counter service is supposed to be the less expensive option. The more labor counter service has to support, the less differentiated from "sit-down" the pricing will be. In effect, the "less expensive option" is slowly being removed.

Yes, I'm cynical. IRL, I work in "big business" and I see this tactic all the time.

Next thing you know, they're going to regulate the benches to sit on. Pretty soon, you're not going to be able to park your butt anywhere without waiting in a queue and ponying up more cash! I predict the onset of the $5.00 Mickey Head Ice Cream Sammich!

**albino_pygmy** · #12 (**permalink**) 10-07-2009, 10:39 AM

Quote:

Originally Posted by BellTinkR

I predict the onset of the $5.00 Mickey Head Ice Cream Sammich!

I thought it was already at $5.00 a pop. Anything less than that would be considered a real steal!

BellTinkR · #13 (**permalink**) 10-07-2009, 10:44 AM

LOL! I think I paid $2.50 in May???? Don't remember, and don't have a picture of the sign on the ice cream wagon (I dont' know why not, I have a picture of darn near every other sign in creation)

**albino_pygmy** · #14 (**permalink**) 10-07-2009, 12:40 PM

Quote:

Originally Posted by BellTinkR

LOL! I think I paid $2.50 in May???? Don't remember, and don't have a picture of the sign on the ice cream wagon (I dont' know why not, I have a picture of darn near every other sign in creation)

That's still pretty pricey. I can get a dozen of delicious ice cream sandwiches for less than that. I don't know how I forgot to think about how this 'added service' would affect the price of an already lousy hamburger. Last I remember, they were up to what, 7, 8 dollars for something I can get off the value menu at McDonalds for under a buck? Ouch. I also wonder how they figured they needed to raise parking up even more. I have a feeling we're really close to that point where more and more people would soon realize that Disney isn't worth visiting that much if they continue to raise prices like this and not offer anything new and exciting.

schewy · #15 (**permalink**) 10-07-2009, 03:01 PM

I like the idea. There have been several times that my family and I have had our food and could not find a place to sit. Others were saving tables for family members who were still in line had were not even close to ordering. We could have sat down at a table and ate before the person saving the table other family members have arrived with their food.
I say it was worth a shot anyway.

StitchedTogether · #16 (**permalink**) 10-07-2009, 06:10 PM

Meh,
I think the idea has it's advantages and disadvantages. And I think Dommie is right, we're just going to see how it pans out. I, for one, have been forced out of an eatery at Animal Kingdom to sit with my food on a brick pathway, but alas...An African band came and played right in front of us, As if Disney knew there were people put out, and they had to find some way of entertaining us. I really like being able to choose my table at Disney. I know, for instance, when I go to CHH I go straight upstairs to sit in the overpass to watch people go from Liberty Square to Fantasyland. (It's true! Check the SNAP! thread. One of my FAVORITE things to do is go up there and eat!) You say that the service is going to cost more to supplement the cast members getting paid to work in that location, and I don't think it stops there. I feel like, in order to meet demand, the cast members will be gently pushing you out once you're complete with your food. Whereas, I usually like to pull out the map, look at some of the pictures we've taken, bathroom breaks and just generally regroup. I had a lot of experience working at the Disney parks, and I'm sure the method they're going to use, is going to be gentle, but firm. For instance...If a cast member keeps coming around to your table, perhaps picking up trash, asking you if you need anything else...It could be seen as a kind gesture...but really....they're "Reserving" seating to those that have food (Is this going to result in an additional line, while holding your tray that you need to get into, in order to be seated?)....which means, for every person who's coming in, someone has to be going out. I mean, I consider a lot when hunting for a table. For instance, instead of sitting at a dirty one, or one located right next to an unhappy baby...I would RATHER sit outside on the curb, or on a local bench. Not to mention, perhaps many foreign guests would think that this extra service means they will have to leave some kind of gratuity, for the cast member showing them to their table, and perhaps picking up their trays. I don't know...Disney kinda annoys me enough when I make reservations to eat at Chef Mickey's and have to be asked every 10 minutes if I would like to purchase a picture package. I don't know how I feel about all of this...What I will say is, the amount of people at lunchtime, the splitting up of my group, and the limited seating, never really did have like...a negative impact on my vacation. I expected it...It's Disney. I don't feel like this could have been the best option...But I do feel like opening more places to grab a bite to eat, could have been.

**WDBArnyVee** · #17 (**permalink**) 10-08-2009, 06:12 AM

This thread is a clear indication of how you aren't going to be able to please everyone all of the time!

The fact is, some folks...especially those with larger groups....are going to absolutely LOVE this as an option. And yet, the smaller groups that want to take care of themselves and not have to wait to see if the CMs are doing their job and quickly finding them a place to sit are going to be annoyed by it.

This 'seating control' was done on one of our last trips to Magic Kingdom at Pecos Bill and I appreciated it because I was standing there with a tray full of food and needed the help. So, again, it's all about who is getting the 'service' and how they perceive it.

BellTinkR · #18 (**permalink**) 10-08-2009, 07:19 PM

Oh, I keep thinking of more reasons why I don't like this!

I often find myself touring the parks and eating alone. I think this is just another way that Disney is going to marginalize me. For instance, singles consistently get put in the back of the boat on POTC. Why? Because that is the smallest seat, the seat that can accommodate the least amount of guests. The front seat is reserved for larger parties.

Now that might make logical sense, but by this logic, I am destined to NEVER have the front seat experience on POTC. I can see doing this if the ride is packed, the queue is long, conditions like that - but they do it ALL the time, whether I've spent 2 minutes in the queue or 20.

Is my money not as green as the money of the larger party? Is it not worth as much as that of the larger party? I paid to get in, same as every individual in the larger party, yet I do not get to have the same experience that these individuals do. Instead, I get to have a back-of-the-vehicle experience. The same thing happens on Splash and a few other rides where, because of the design of the vehicle, there's a smaller row at the back of the car.

This may seem a small thing to many of you, but trust me, it wears on your last nerve when you are constantly being held to the side until all the happy families have boarded ahead of you, only to be placed in the rear of the vehicle. It's discriminatory, and it's not right. I have spoken up about it, but the CMs get really uncomfortable. They are only obeying their training. There are very few of them who are willing to buck the system and put a single woman up front for a change.

Now, before anyone starts breaking out the violins to play a few choruses of "My Heart Bleeds For You" I want to say that I've figured out a way to deal with this. While I am in the queue, I look around for a party of three - preferably either teenagers or else a family with an older child. I approach and tell them what I've just told you - I know I'm going to get put in the back of the ride, and I'm tired of being there, so will they please adopt me for the duration of the ride? Invariably, the answer is yes, and I get to sit somewhere other than the back. Maybe the front, maybe not, but at least now I've got the same chance as anyone else.

So what does this have to do with dining? They are going to make me wait and wait and wait for a table for two. Have you looked around? Have you noticed that there aren't a lot of tables for two? Mostly they are for four. But if I'm next, and there is a table for four but no table for two, guess who is going to get seated? The family behind me, that's who. I guarantee this is what is going to happen. And it is not fair or right.

There's a vast difference between getting "adopted" for a ride and getting adopted for a meal. No one is going to want to share their table with a stranger and I don't want to, either. I want the freedom to sit down and have my meal and not be marginalized and shunted to the side.

OK, I have ranted long enough.

**albino_pygmy** · #19 (**permalink**) 10-08-2009, 09:16 PM

If it makes you feel any better Tink, the Jungle Cruise takes the smaller parties (groups of 2 or 3, and singles) and put them in waiting for the front door, better chance at sitting up front.

BellTinkR · #20 (**permalink**) 10-09-2009, 08:52 AM

You know, I don't think I ever noticed this on the Jungle Cruise. It seems like it's just a melee, with everyone getting into the boat and sitting wherever they want. I will have to pay attention next time and see if I'm directed anywhere in particular!