Calm Before the Storm

So this past week I have been lucky enough to get out extremely early... about four hours early most nights! This is because, historically speaking, this week is always very slow and my entire team has been ER'd every night. ER stands for Early Release ~ if we are having a low call volume day then the agents because a liability more than an asset so we usually send them home to lower the overhead.

I know that I only have a few more weeks of wonderful like this before we hit our Peak Season (January through March) and I will be working 60 or more hours a week with one day off if I'm lucky.

I really wish this week would have been busy but I was not that blessed.

Lack of Blogging Reprimand

Erin has been reprimanding me for not blogging so here is a quick update and I will elaborate more later (we all know that I have problems keeping it short but I am going to attempt)...

1. Had date a couple dates off of that silly little profile I put up. One thought he would get laid on first and second date... apparently he can't read. The other has been a complete gentleman.
2. Doug, the complete gentleman, has been wonderful. We went out on Saturday night last week and he calls me every day. He can't wait until our date on Sunday to see me so he is going to stop by my work on Friday night. Yeah, I keep grinning over this one. He is 6', nice build, salt n' pepper hair, 41 and has a great job. He understands my work and is not overbearing. I may have lucked out but we'll see.
3. Went to Leader Appreciation Luncheon yesterday. It was a lot of fun. We started at Disney's Grand Floridian Resort and Spa "Summer House" and about 30 minutes into it, Pirates stormed the shores. The captured our executive staff and we had to take a 30 minute boat ride to have lunch on the beach of Disney's Ft. Wilderness Resort and Campground. They celebrated all the Leaders and we each got an engraved statue of Chip n' Dale (who were there in Pirate outfits as well) that said "Thanks for an exceptional 2007" or something close to it and our names underneath.
4. I RSVP'd to the DRC Celebration (aka Christmas party) as "bringing an adult guest". If Doug behaves, I'll bring him with me... and I have feeling that he will.

That's all I've got for now. I could go in greater detail, like my MVMCP date, but I will save that for those later posts that Erin will beg me to write... LOL. Be good poppets and I will try to find something creative to post... Oh, I'll share my 'boat' experience tonight and then everyone can hunt down Devika to kick her tail... evil little monster that she is, and not in a good way. Even Doug said that "no one makes my girl upset, I'll kick her @ss"... yeah, my knight in shining armor keeps getting shinier and shinier.

2007 Cast Holiday Celebration

The time is upon us, Cast Holiday Celebration time!! Many of us wait all year for our little packets in the mail that hold such goodies as discounted rooms, food and fare! I know I get like a kid standing outside the candy store with my nose pressed against the glass... just waiting to be allowed access to all the yummy goodness.

We also have a DRCelebration in December and they just announced the date today! The celebration will be held this year on December 15th ~ my birthday! I am not sure if I am going to go but I do have a room on hold because it is better to be safe than sorry... and I would love to spend my birthday at WDW since I have actually never done it. Our celebration is being held at Disney's Contemporary Resort but I couldn't get a room there so my lodging is at Disney's Caribbean Beach Resort which is still pretty (they have bay windows). I also did something I would have never done before in a million years ~ I booked it for 2 Adults... who knows, I might have a date.

Perhaps I will know more before the deposit is due on November 8th... perhaps.

DRC Fall Offer -Yeah, Right

Y'all know how much I normally love my job, right? So imagine my disappointment when I go to book the offer yesterday and there is NO availability!

At 3:30 p.m. EST we were allowed to start booking our offer. I had to redial for 30 minutes straight due to busy signals and finally got through. Once I got through I had to wait on hold for over an hour and half! That's okay, I kind of expected it since it was for the Deluxe Disney Villa Resorts (Old Key West and Saratoga Springs Resort and Spa). The rates were fabulous: Studio for $40, 1BR for $50 and 2BR for $60... who wouldn't be calling in.

I finally get Megan Fay on the line (bless her heart) and there is no availability in October for anything... okay, let's try my birthday weekend on December 15th since it is the last day available for the offer... no availability either! I could book a Studio at SSRS for three nights (Dec 14, 15 AND 16th) but the last night (16th) would be rack rate making the total $430!! Give me a flipping break... you can't be serious.

When they first did this three years ago, it was in September (which is why we called it the Super September offer) I was able to get right in and book two nights at Disney's Grand Floridian Resort and Spa for $120. Rock on... this was sweet. The next year I was able to get in and stay Disney's Beach Club Resort over Memorial Day weekend for two nights for $100. These were regular rooms, not the villas. This year it took me over two hours to find out that there is no availability and I was one of the first ones to call!!

Something has happened and it isn't good. Those of us who pour our blood, sweat and tears to make sure that every aspect of our Guest's vacation - from booking to the DME ride to catch their flight home - is magical. When did we stop caring about our own cast? I wrote a letter to WOYM (What's On Your Mind - our area to ask questions that goes straight to executive management) and I copied it below... Leader's don't usually go there because we have the ability to speak to executive management, heck we are the ones who answer them half the time... this time, I thought that they should know that we are fed up...

Dear What's On Your Mind:

I must say that I am deeply saddened that those of us who work hard behind the scenes were give a wonderful sounding offer for rooms but there is nothing available during any of the time blocked out for us. The process was frustrating enough as I tried for a solid 30 minutes from the lines opening until I finally got through and then waited on hold for an hour and a half in queue only to find that there is no availability in October or December!

I have to say that this has been the most frustrating and disappointing experience of my entire Disney career and may I suggest that in the future that if you are going to "celebrate" us, you do so with actual availability.

Thank you and have a magical day,

Amy E. ****** (I actually wrote it there, not so smart on the WWW)
"The Royal Court" - Worldphile Leader
Disney Reservation Center

I need coffee and Pixie Dust... it's just sad.

Proof of Fabulousness...

The numbers just came out for the first week in October... guess whose team is leading the pack!!! Check it out.

Revenue and Sign In :

Amy Sumner - 149.91% Rev ~ 96% Sign In
Tom Shorthill - 138.25% Rev ~ 100% Sign In
Sandy Canfield - 131.97% Rev ~ 98% Sign In
Cindy Mahan - 114.63% Rev ~ 100% Sign In
Geri Rivera-Vigo - 108.94% Rev ~ 96% Sign In
Cindy Scull - 106.76 % Rev ~ 95% Sign In

Yeah, we can all do the happy dance. Damn, being number one sure does feel good!!

Cast Excellence Survey Results 2007

I just go back my CES results and I must say that I am fairly jazzed over it! On a sliding scale from 1 to 7, I averaged from 5.8 to 6.75!! The only thing that ticked me off was that my old leader gave me a 2 on the question of "Explains the 'why' behind decisions"... to which I say

WHATEVER!!

So it is a happy day all the way around and I wanted to share some of the nice comments left on my CES so please, whaller in my euphoria won't you...

~ "Amy has a great passion for our brand. She has outstanding knowledge of our heritage and values. She prides herself on the service she provides and understands that excellent service is a cornerstone for The Walt Disney Company. She can easily navigate her way through our system and can be viewed as a subject matter expert."

~ "Amy is a strong, dedicated leader who exemplifies Disney heritage and traditions. She has a vast knowledge of the Disney product and enthusiastically shares with her team. She is consistantly available for peer interaction and feedback, and willingly assists her peers and team with any challenges they may have."

Any more would be bragging... but hey, they made my day. Love to all and have a magical day!!

Cream for the Kitty

So I went to work yesterday and was playing a dual role; InMarket Dine Leader and Worldphile Leader. This is because my new Worldphile team (they chose the team name The Royal Court) has been without a leader since July with quite a few new hire cast members and Devika has yet to return from her TA assignment to take over my Dine team. Couple that with the fact that my role doesn't officially change until Sunday the 30th.

At the end of the night I walked over to one of the Repeater Leaders and was talking and he busts out of no where with "You need to remember your place. You aren't a Worldphile leader until Sunday so you are still a part time Dine leader. It was a bad call to move your console and abandon your team." Can you believe it?!?

Y'all would be proud because the phrase "Bite my ass" did not leave my lips but was echoing loudly in my head through the entire conversation... along with "you pompous asshole". I very calmly (more of a mother tone actually when speaking to someone really stupid, if you must know the absolute truth) explained that I moved my console because I wanted Devika's transition to be a smooth one and therefore I moved my console since I was not completely sure of her return date. My new role does not start until Sunday, you are correct, but I am working with both teams at the moment (this is where the whole pompous part would fit but be sure to smile while thinking it, just like I did). He went on to say how it was not smart and again how I should remember my place.

Now is it just me or does that sound really condescending? My place? Gee, where exactly would that be and why do I have one? Is my place at home with my kids? Is behind some husband that I am supposed to have? Want to take away my right to vote or speak out of turn as well? I recently learned from a dear friend that Mormon's believe women are basically a lower level of existence and when they want to assume a posture of authority they "steeple" their fingers. This is done by taking the tips of your fingers and holding them together ~ it makes a temple like illusion with your hands. It is supposed to be some power trip thing for the men of this faith. When he did this exact gesture while speaking to me I almost lost it.

I quickly summed up the "contenders" and came to the conclusion that I don't give a flying fart in space about what he thinks because when it all comes down, I am the better person. I'll show you:

1. I have a Bachelor's degree with honors from Faulkner University in Montgomery, Alabama. He has some piece of paper from Phoenix University, not a real school.


2. I have taken a team and raised their conversion rate by 35% in a single quarter. He is consistently at the bottom of the pack.


3. I have only been back with Disney for 1 year and 4 months (I was here for a year before I left for a grand total of six months and came back). He has been with the company for almost four years and only moved into Leadership about a year and half ago. I was back six days before I applied and a leader within 3 months of my return.


4. I have networked and made connections across property and continue to find opportunities to do so. He shadowed a few times over at the Poly's front desk but knows no one.


5. I have applied for two promotions since returning and received both. He has applied for three that I know of and has received none.

That is just the short list... I could go on with the fact that I am younger, cuter and much more personable than he is but that would along the lines of saying his mama wears combat boots (and I am almost positive that she does).

So my place, is in Console 20 as a kick ass Worldphile Leader who is leaving a fabulous dining team and 80% of the floor agents want to be on my team because I have fun, know my stuff and will stand by my cast come hell or high water. The best part is ~ he knows this and it ticks him off. No need to feel threatened sir, I left your Leader of Leaders for a better one and have no plans of returning so please, have a magical day!

Oh yeah...

I forgot to post the results of my call with Vonda last Friday. I bet the three whole people who actually read this are wondering what is going on... or not. Should I tell you or should I just let you stew... all three of you.

I GOT IT!! I am now the new Worldphile Leader for the Disney Reservation Center on Team Minnie which is lead by the notorious Vonda! Life is good. I actually have two teams until the end of the week ~ my Dining team and my Worldphile team... rock on for me.

Final Countdown ~ Today at 11 a.m. EST

Alrighty... I have to call Vonda at 11 a.m. today. Everyone keep their fingers crossed and I'll let you know how it goes.

Good Googley Moogley

For heaven's sake... I'm so tired of answering the same questions on Diversity and Leadership and how to lead a new hire cast that I could scream!!

I made it through Round 2 because I brought the passion and stories. I was in Bill's office with six of the LOLs all firing questions off at me. By the time it was over, I was exhausted and didn't care. To be quiet honest, I was a bit ticked off that I had to interview for a position that I already hold ~ only difference is that I would get paid for the 50 hours a week I put in due to the FT status and not PT. Does that seem fair to anyone?

Monday we were Casting so during the morning session when all the potential new hires were filling out their paperwork, Carol asked me if I could meet with Bill the next day. I told that as long as I wasn't in trouble I could. She laughed and said it was for Round 3 on the interviews.

Naturally I assumed that Cal would have been there too but nooooooooooooooo... I had my conversation with Bill which went fabulously because I am over it all by now and today at 2:30, after the Rally, I have my phone call with Cal. This has to be the end... the only thing left would be to talk to Meg herself and that would actually be a treat!

I'll keep you posted and let you know what happens but in the interim, let me know if you think it makes sense to have person who is already a leader interview for a position of leadership that would only be different in the fact that it is full time instead of part time...

Round 2

I made it to round 2 of the interviews!! It is with the Leaders of Leaders, Bill and possibly Cal on Wednesday at 5 p.m. so keep your fingers crossed. Only a handful made it & I was one of them. Woo Hoo!!

Leadership Conference & The Meeting of a Legend!

So I was at the Leadership Conference from Tuesday, Sept. 4 through Thursday, Sept 6th. Then on Friday the 7th I had to go back to DRC for my interview with the panel of my peers for the full time CTIS spot.

I must say that I have been energized by the people I saw and the presentations I heard. There are so many great minds working for our organization that sometimes you get a little star struck. For example; I met, listened to and literally ran into during a mad dash across the conference center to make it a session... are you ready for this... MARTY SKLAR!!!

Please don't break my heart and tell me that you don't know who he is... PLEASE don't do that to me. To save myself the heartache, I will give you the completely abridged version, how's that? Marty is the last living link to Walt Disney himself!! Yes, that is right. Marty, who is currently the VP of Imagineering Ambassador and has been with us for over 40 years, physically walked our FL swamp land with Walt and placed the big yellow "X" on the ground where the castle was going to placed. He looked at the maps, worked with Walt in Anaheim as an Imagineer and is still with us today. Now do you understand my being star struck? Goodness, I hope so.

Here are a few pictures that I took during the conference. We were at Disney's Coronado Springs Resort and Convention Center. I got to stay in the Casitas and it was wonderful.
The sunrise view from my room was spectacular and since I was on the corner (with the entire side of the building to myself I might add) I had double corner windows... yeah, it made up for the wrongs that resort has done to me in the past three years.

Enjoy and as soon as I hear back about the panel decision regarding the CTIS FLL spot, I'll post it.

The "new" IMD community

I get this email (yes, I read my work email on my days off) and it said that there will be something going on to revamp the teams since there will not be a third IMD leader. I took the initiative and created the teams and schedules of leaders. I sent this to my leader and to the DRC director/manager (I don't know his official title).

My leader hasn't seen it yet but the big guy has so we'll see what happens. I separated the teams by those who work in the beginning of the week to those who work at the end of the week. Each team is 25 members plus one leader. Both leaders would work 11 a.m. to 7 p.m. so that won't be a sticking point if it is picked up. The sticking point with my fellow IMD leader is going to be who is on what team.

When IMD was divided the first time, this particular leader took all the stellar agents. She wins contests in spite of herself because she does not spend any time doing Side by Sides, 1:1, or any coaching what so ever. Those of us who had the lesser agents had to do our jobs at a higher level. I managed to move my team from 67% conversion rate and pulled them up to 115%!! We still have challenges winning contests but I think this speaks volumes, especially when the celebrated winner of all challenges is still at 89%.

I am also hoping to not be in this community for much longer so it doesn't matter to me but I wanted the next person in my spot to have a fair shake. Basically, I'm tired of those who don't actually do their job to always win. If you can still win when the stakes are even, perhaps you are doing your job. If you don't then the truth will be known. Plus, with me taking the initiative to get it done, it will prove my dedication.

I need to go and wash my face. Being a brown nose sucks but sometimes, it's all appearances.

Strangeness Update

So here is a bit of the back story that I found out this week. I will do my best to make it as clear as possible but you have to remember, it still isn't that clear to me...

I found out why the one leader asked me if I was called over my vacation. Apparently, or perhaps I should say supposedly, the Leader of Leaders for the Worldphiles went to my Leader of Leaders and told her that she wanted me to join her team (to back fill the MLOA leader and then to take on a New Hire team). Supposedly my leader put up a bit of a stink (the Worldphiles do not like my leader so I am not sure how accurate this part truly is) but after some "leg work" it appears that my leader gave in and started to work with her. Then HR said the position had to be posted. I said that I was flattered but we'll see what happens. You will learn that as a Cast Member, you never think you have anything because "things are always subject to change at Disney".

Fast forward to Tuesday. The LOLs took all of us FLLs (that is Leaders of Leaders and Front Line Leaders for those non-Disney folk) to supper at Maggiano's, a nice upscale Italian restaurant. I had to ride with my LOL and I asked her if she could tell me now why she was so happy about my posting for the position. She said that she had been working with the Worldphile LOL to get me over there since she knew I would be happier there and really excel. I was thinking that this was interesting and told her that I appreciated it and she was right since I was getting bored in Dining and really wanted to get on to something new.

Fast forward again to Wednesday. A different Worldphile leader asked me if I had posted (keep in mind that there are three Worldphile leaders and one new one along with one out on MLOA) for the position. I laughed and said that I had never had so much interest in my career path before. She asked again and I told her yes. She said that was great and wondered if I knew what was going on behind the scenes. I reiterated what my leader told me the night before to which this fine proper woman said was "complete bullshit" and that floored me! She said the same thing the first leader had told me about mine being a poop over it and so on. I said that I didn't care who wanted to be my hero as long as I got to go home (remember, I was a Worldphile agent in my previous life).

This past Monday, I popped in on my leader after a long day of casting for a chat since she had been out all day. She told me that one leader on our team got a new position and that she and the Worldphile LOL would be conducting the interviews. I am not sure why she just blurted all this out but hey, I took it and ran with it.

Now for what happened last night. I asked the final Worldphile leader a question regarding the MIA, I mean MLOA, leader and how she was doing. She said that no one had heard from her but she and the rest of the team were rooting for me. She went on to say how I will be a perfect fit for the team since I love New Hires, she likes the ones who have been here for about a year and have learned some bad habits and the other leaders like them seasoned. I expressed my tiny concern about interviewing with people who already know my entire career accomplishments and how to present it so that they would be awed and amazed (can you tell that I really want this spot?). She gave me some great insight and said that I really had nothing to worry about because her leader always gets what she wants and they all want me!

Now here is where I sit, metaphorically speaking. I know nothing more than I really did a week and a half ago except that the position would start on October 1, the first day of our new fiscal year. I know of some of the floor agents who posted for it but I really think that I don't have much to worry about there since I am already a leader and I have the added bonus of knowing the other people's history. I can barely sleep for running interview scenarios in my head and keep thinking that there has to be something I can do to slam dunk this thing and call it done.

To put it in perspective... it's like riding the Tower of Terror. You are sitting there enjoying the ride through the 'stars' and then all of a sudden the window opens and you are anticipating the fall but just hasn't happened yet... you're just waiting, suspended on the edge.

Mystery Solved... Somewhat

So the Leaders of Leaders hosted a dinner last night at Maggiano's for the Front Line Leaders. It was really wonderful and a good time was had by all. That isn't the point of this post though. I had to ride with my leader to the event. Just the two of us in her Lexus (yeah... ) so I took the opportunity after a bit of small talk to ask her about why she was so excited the other day about my posting for the position. I found out (as I knew I would since she loves to tell secrets and sound like the hero) that she had been talking to the LOL for Worldphiles and was trying to get me over there since that is what I really want to do and they need more leaders. Granted, the story I heard prior was a bit tainted and so it makes it difficult to see who is the real hero but either way ~ I win!

I'll let you know how it all turns out in the end.

Strangeness at DRC... at Least for Me!

So I go back to work on Sunday after a 10 day vacation, photographic evidence below, and things are just a bit odd. Let me give you some highlights, since that is all I have, and you let me know what you think... I am living my work-life via highlights... strangeness indeed.

1. Return from vacation and do normal catch-up activities when fellow leader and friend asks if I was contacted by my leader whilst on my vacation. I say no, why ~ is there something wrong. Friend says "then I can't tell you anything." and walks away.
2. Rumblings through DRC that one of the Worldphile leaders will not be returning since her MLOA was extended yet again.
3. More rumblings that there will be a need for an SEL and 2 more FT CTIS FFL in Tampa. Posting hit the HUB on Sunday night.
   
4. Monday, my leader wanted to make sure that I posted for the Full Time CTIS Leader position that was on the HUB. I told her I did, even sent her an email on Sunday telling her I had, and she smiled and clapped her hands.
5. Returned later to inquire as to why she was so excited that I posted for the position, she said that she has been doing sneaky things, in a good way, and she couldn't tell me what she was doing. I was to trust her that it was good and be patient.

This has been my past two days back from vacation. I have no idea what direction my career is going but apparently, it's being taken care of and I should just sit back and deal with it. I guess I'll keep my arms and legs inside the vehicle while the ride is in motion and we are clear to go. BEEP BEEP!!

It's That Time of Year Again...

It's time for the Case Excellence Survey! This is a time when we take every single member of Walt Disney World (60,000 cast members) and give them the opportunity to anonymously state their feelings and opinions on the operations of the business unit. Everything is in there ranging from work environment, the work itself, your leader and the company as a whole.

I get to take one on myself, my leader and any partner that I work with who choses to have me fill one out. In turn; my leader, my cast and my chosen partners will fill one out on me. You have to love the 360 degree feedback.

At first I was nervous about it but to be honest, it's a great gift to be able to hear what the team and my peers think (as an average since it is anonymous). My cast (The Playhouse Pals) will be averaged out as a group and then as a separate group, my peers will be averaged out. The only one who I get to see exactly what was written is my leader. The good flip side is that my responses will be averaged with my peers for my leader since we are her cast.

Like I told my team, it isn't a time for "praising to the rafters" or to "condemn them to you-know-where", it is a time to voice your opinions and thoughts. If you would like to make a more passionate argument, please do so in a 1:1 fashion as that is the proper venue.

I did nothing more than answer honestly. It is not a pretty final picture but it was the truth. This is a woman who talks on the phone during my 1:1 time, gives me information that conflicts with what her leader tells me to do (whole other post, I promise) and generally plays favorites... so I let it out there.

Results will not be available until October 1 ~ the first day of the Fiscal New Year... woo hoo!! I'll keep you posted on how things turn out and what the results are all the way around. You see, one has to share the results with their direct reports so I will know what Rose Mary's turned out to be and The Playhouse Pals will know what mine turned out to be... neat huh.

Too Little, Too Late

So I was at the STaR Gala yesterday, the third one that day to be exact, when I get told by Derek that Rose Mary was looking for me. I found that interesting since at the end of the second Gala I shared with my friend Kathi that she had forgotten my anniversary.

I go to my Console and there she is with Patty and my balloon. They throw pixie dust at me and I kid you not, this is what she said: "Congratulations, sorry I missed it yesterday. Happy Anniversary." Now read that completely deadpan and flat... that is how she said it.

I just wanted my Steamboat Willie pin and now I have it. Rose Mary popped by later to ask me out to supper the next day (meaning today) so I accepted but let's be honest. I don't want to go... my Leader is too high maintenance for me. I'll go but it will be two hours of my life that I will never get back.

Nuffin....

My leader did NOTHING (or as my PopPop used to say "n-u-f-f-i-n, nuffin") for my anniversary!! I did not get my Steamboat Willie pin nor did I get my balloon and cards. Granted, she was off yesterday but she didn't even bother to set anything up for me... she didn't even call!

My friends around DRC remembered; Cindy Mahan, Geri and Laine. They all came by at one point or another and said congratulations. Each one wondered where my stuff was and how horrible that she didn't remember such a milestone anniversary.

It's just like my birthday ~ they forgot it for two months. Gesh, I need some pixie dust.

Happy Anniversary!!

Happy Anniversary to all of the original cast members on "Figment's Dream Team"! We made it a whole year.

Now, on the news regarding the cast members I started back with a year ago. We were a class of 27 and now there are only 9 of us left: Myself, Tommy, Jackie H., Jackie D., Todd, Samantha, Blake, Steve and Melissa. This core group of people, sans Tommy and myself, came up with idea of all gathering at Hooters after work tonight. They are good people but they forgot about two of us original Dream Team members.


Tommy was omitted because he left for a few months and just came back ~ he's in training as we speak. I was omitted because, and I swear this is the answer they gave me, I am a leader. What kind of stupid answer is that? Because I am no longer a sales agent on the floor but am a leader who has saved their butts more than once they forgot that I am one of the original team... whatever.

Not going to ruin my day. I think I will wear the same outfit I did a year ago to Traditions.. my black pants, red sparkly sweater and black heels. That will be nice. I'll get my Steamboat Willie pin and 1 year balloon... they should be waiting for me with a card from Bob, Cal and Bill. Should get one from Rose Mary too... I love anniversaries at Disney!!