As was sent out in a When to Work message, we now want ALL credit card machines locked up in the safe at the end of your shift. Unplug the power cord and phone line (and Ethernet cable if you have one) from the back of the machine and lock the unit in the safe under the desk. When you come in for your shift, you will need to plug in all cables. Plug in the round POWER cable in the appropriate power hole on the machine (usually on the side). Plug in the phone line to the jack hole that says “phone” or shows a picture of a phone or it’s the BLUE jack on the back of the NEW machines. IF YOU HAVE AN OLD MACHINE, THE PHONE JACK MIGHT BE ON THE BOTTOM OF THE MACHINE.  If your machine has internet access, plug in the Ethernet cable to the internet port on the machine (the 10BaseT on the old machines or the YELLOW jack on the new machines).For those of you with the old machines, the phone line plugs in on the bottom. When the unit powers on, you may see a screen that says “First Data – Comm Serv”. Hit the button next to “Comm Serv” or F3 to get to the main screen. Be sure to run a “Detail Report” FIRST THING – before you do any transactions and before you batch out! If you see any transactions, call a manager IMMEDIATELY! If you have any questions, please call a lead or manager.

SEA WORLD KIDS FREE TICKETS                                                                                                              As you all know, Sea World is now running a “Buy an Adult at FULL PRICE, get a Kid’s ticket free” special. This will work exactly like Legoland. There must be an EQUAL number of adults for the kid’s free – again NO DISCOUNTS. For any odd number of either adults or kids, print and charge for either the weekday tickets if they’re going Monday – Friday, or ANY DAY tickets if they’re going Saturday or Sunday. When entering the sale in the POS, you will only enter only the adults using the button “SWOKF A”. This offer will be valid THROUGH 12/31. Don’t forget, the last day to USE and print the Weekday tickets is 12/19!

MARTY                                                                                                                                                            Marty has called to update us on his status. He is not doing well and the prognosis is not good. He said the doctors are giving him from 2 weeks to 2 months. They have stopped treatments and he is in hospice care. Please feel free to reach out to him to cheer him up and continue to pray for him.

MICKEY’S VERY MERRY XMAS PARTY!              If you have a guest that wants to go to MVMCP, we can no longer use OUR tickets, but you CAN book them tickets using the “Florida Resident” link in the left column of our homepage. At the top under “Browse Available Tickets”, click on the drop down – click “Special Events” and then click “Go”. You will see all of the available dates. Book the tickets just like you do for Florida Residents. Fill out all of the guest’s information and enter the credit card number. We do NOT collect the money – Disney charges the card. Print 2 copies of the confirmation page. Give one to the guest and put your name on the other and put it in your deposit.

DRESS CODE
Guys, we should not have to talk about this again. Jeans or jean material is NOT acceptable to wear at the desk. You must wear slacks, or ladies can wear a skirt that touches the knees. Sandals, flip flops, and tennis shoes are not acceptable. You must wear a professional looking closed toe shoe. The managers will be looking at this as they come around. Also, EVERYONE should now have a nametag. Please make sure you wear it, and if you’re wearing a blazer, it must be on the outside of the blazer.

WATER PARKS – COLD WEATHER
Before selling any ticket that includes a water park, be sure to check the weather forecast. Remind your guests that if the temperatures drop below 70, there is a chance they may close. Also, remind them that the tickets are non-refundable, especially combo tickets that include a water park. Also, don’t forget to tell everyone that purchases the Water Park Fun & More option the Typhoon Lagoon is closed, but Blizzard Beach is open.

CIRQUE / BMG HOLIDAY PRICING
FYI, Cirque and Blue Man Group both have holiday pricing in effect during the Christmas holidays. Cirque Pricing will increase for shows from 12/20-1/3 and Blue Man Group will increase for shows from 12/22-1/4. We will have all of this pricing in the POS. Just remember if you are doing any advance reservations, you will need to charge the “HOLIDAY” price for these time periods.

SLOW TIME FOLLOWED BY BUSIEST TIME OF THE YEAR
These next 2 ½ weeks will be the slowest time of the year, which will be followed by the busiest 2 weeks of the year- like packing all of summer into 2 weeks from 12/20 – 1/4. Please take these next 2 weeks to prepare. Clean and organize your desks. Check your supplies and make sure you are well stocked for the busy time. Use these 2 weeks to sharpen your sales skills. Look through all of the products that we offer and develop a sales approach for trying to sell the most profitable tickets.  Tours are VERY profitable and if you want some sales tips on selling them, Rafael will be happy to help you.  Get into the habit of suggesting Blue Man Group with every Universal ticket sold. Don’t forget to ask about dinner plans, and then go into your pitch for dinner shows! Remember, Pirate’s and Medieval Times are great for kids, while Sleuth’s and Treasure Tavern are great for Adults.

UNIVERSAL INCENTIVE
From 11/24 – 1/4, we are running an incentive with Universal for ALL ticket products. AGS must sell 17, 236 tickets. If we do this, the top 3 Gifting Team and Guest Service Team sellers will receive a PAID day off to do a VIP tour of both parks, including free parking, lunch, a $50 gift card and VIP access to select attractions. Let’s sell those tickets!

TAMPA BAY BUCS SALES – 11/30 & 12/28
Click on the “Bucs” picture on the AGS Homepage. Like the Magic, we DO NOT collect the money. The Bucs do.

IMPORTANT DATES TO REMEMBER
12/18 – 1/2/14 – Block Out Dates for 4 Park Timeshare Owner’s Ticket                                         12/26 – 1/3/14 – Block Out Dates for Universal 3rd Day Free Tickets                                                12/19 – Last Day for Sea World and Busch Gardens Weekday tickets

MOD FOR SATURDAY – KYMRY
Saturday 11/29, the MOD is Kymry.

Employee Notes: Happy Birthday to Janice on 11/30 and Laura on 12/3! Congrats to Karen for 8 years on 12/1! Welcome Edward Crawford to AGS!  Don’t forget the ongoing Sea World incentive!

Thanks to all of you who came out Sunday night! And thanks to ALL of you for working so hard! We had a GREAT time! The food was outstanding, the dancing was fun, and some great prizes were won! Congrats to Chris and Valerie for winning prizes for their costumes, and Eric H. and Carlos for the dance off and getting a “Behind the Scenes” tour of their choice at Sea World. We’re a little disappointed that some of you who RSVP’d didn’t show up, because Sea World paid per person, but hopefully all of you will make it next year! Next year will be our 25th Anniversary, so we hope to make it a very special party!

SEA WORLD KIDS FREE TICKETS                                                                                                                 As you all know, Sea World is now running a “Buy an Adult at FULL PRICE, get a Kid’s ticket free” special. This will work exactly like Legoland. There must be an EQUAL number of adults for the kid’s free – again NO DISCOUNTS. For any odd number of either adults or kids, print and charge for either the weekday tickets if they’re going Monday – Friday, or ANY DAY tickets if they’re going Saturday or Sunday. When entering the sale in the POS, you will only enter only the adults using the button “SWOKF A”. We know that the number of Kid’s Free tickets printed will match the number of adults entered in the POS. This offer will be valid THROUGH 12/31.

MICKEY’S VERY MERRY XMAS PARTY!                                                                                                        Now that we no longer have any additional nights to sell, please look at your hard ticket inventory closely.  If you have any remaining MVMCP tickets, please MINUS them out of your inventory (-) and turn them in with your deposit.  Thank you!
 

MARTY
Marty has informed us that he has Stage 4 lung cancer and will be out indefinitely. Right now he is strong and will continue to fight. Keep positive thoughts flowing Marty’s way and keep him in your prayers.

PROFESSIONALISM
Guys, we have certain things we expect out of each and every one of you. Here are a few: Absolutely no EATING, drinking or gum chewing behind the desk. No personal use of cell phones unless it’s an emergency. No use of personal tablets, headphones or devices. NO SITTING in the lobby or in front of the hotel in uniform – you must take breaks in a designated employee break area. Give a pleasant greeting to EVERY GUEST within 5 feet of your desk and be ATTENTIVE to anyone in the lobby! When working with a guest, you MUST STAND. Shirts must be IRONED and neat – tucked in for men. If your location requires it, a blazer must be worn. These things are ABSOLUTELY MANDATORY and will be monitored by management – they will do surprise visits without being noticed. They are CRITICAL to our image and survival of our company and we expect each and every one of you to adhere to these rules and standards.

ZERO TOLERANCE FOR STEALING CASH                                                                                                                                                          Again, we want all of you to know that there will be ZERO TOLERANCE for anyone taking money for rental cars or stealing any money from AGS.  We will be firing anyone taking cash, and we don’t care what your position is or how long you’ve been working for us.  We have shoppers out and people will be fired.  Rental car revenue is factored in to the rents that we pay and must go through the office.  You receive 30% of the commission on all rental cars booked.  Tips given directly to you by a guest is the ONLY cash you are allowed to take.

TAMPA BAY BUCS SALES
We are selling the LAST TWO home games for the Bucs for this year – SUNDAY 11/30 AND SUNDAY 12/28. The procedure is much like the Magic where the guest picks a price level and seating area. You then call in the reservation to the Bucs, giving all of the information to the sales agent along with the guest’s credit card information. The order form and ordering procedures are in “Drop Box” at the very bottom and also under “A Miscellaneous”. Please look through this and be familiar with the procedures so you can be knowledgeable and SELL IT! You will be paid on a referral basis, meaning when we get the check from the Bucs, you will get 20% of the profit. You will NOT put this in the POS.

LOTS OF UNUSUAL PRODUCTS TO SELL!                                                                                           Guys, when you are slow, you should be looking through our POS, Googling and looking at brochures for all of the products we sell.  Did you realize that if you have guests wanting to do a Zip Line or Horseback riding, they can do this at Forever Florida and we SELL THIS?!  Did you realize that we sell Orlando Magic and Tampa Bay Bucs tickets, and if a guest would like to go to these or the Jacksonville Jaguars and needs transportation, you can use Florida Dolphin Tours or Grayline?  Take the time to look through all of the tours offered by Gator/Grayline and Florida Dolphin Tours.  These have GREAT commissions!

CODES CHANGED
We are changing many of the codes at the locations. Please CALL THE OFFICE the day before your shift to check for changes.
 

CIRQUE / BMG HOLIDAY PRICING
FYI, Cirque and Blue Man Group both have holiday pricing in effect during the Christmas holidays. Cirque pricing will increase from 12/20-1/3 and Blue Man Group will increase from 12/22-1/4. We will have all of this pricing in the POS. Just remember if you are doing any advance reservations, you will need to charge the “HOLIDAY” price for these time periods.

SUGGEST BMG WITH UNIVERSAL
With Blue Man Group being one of our highest profit tickets, get in the habit of offering it with EVERY Universal ticket you sell. You can offer a $10 discount (Adults only) as a way to get the sale!

STANDARDIZED DESK APPEARANCE
Marcc will be going around to each location. If you have anything personal that you want to keep, please take it home or move it to an area that is safe and not to be thrown away. Also, no brochures, magazines or referral cards should be left lying on the counter at the end of your shift. The only thing to be left on the counter is the price mat and the new sign.

ORLANDO MAGIC INCENTIVE
Our Orlando Magic ticket sales are really down so far this year. Let’s really try to mention the Magic, especially if you have men or a Dad and son together! There will be an incentive for the game on 11/26 for the top 3 sellers! 1st – $150, 2nd – $75, and 3rd – $50. Let’s sell these tickets!

IMPORTANT DATES TO REMEMBER
12/18 – 1/2/14 – Block Out Dates for 4 Park Timeshare Owner’s Ticket                                   12/26 – 1/3/14 – Block Out Dates for Universal 3rd Day Free Tickets                                        12/19 – Last Day for Sea World and Busch Gardens Weekday tickets

MOD FOR SATURDAY – KYMRY
Saturday 11/22, the MOD is Kymry.

Employee Notes: Happy Birthday to Jaki on 11/18, Celia on 11/22, Rodney on 11/26, both Eric G. and Carolina on 11/24 and Erika on 11/21! Congrats to Karina for 5 years on 11/18, Greicy for 1 year on 11/25, and Shirley for 5 years on 11/26! Please welcome Tonya McCoy to AGS! Don’t forget the Sea World incentives!

Don’t forget to join us as we travel back in time to the 80’s, when the hair was big, the clothes were loud and the music was jammin’! THE PARTY WILL BE AT SEA WORLD’S PORTS OF CALL ON SUNDAY, 11/16 AT 6 PM SHARP! We will be having dinner, drinks, and dancing so come and let loose! Friday, 11/7 is the LAST DAY to RSVP for YOU AND 1 GUEST for this party that is destined to be one for the history books! So far, we are missing a LOT of you, so don’t be left out! If we don’t get your RSVP by tomorrow, you will be scheduled to work.

MICKEY’S VERY MERRY XMAS PARTY!                                                                                                     You MUST list these tickets on your log sheet and COUNT them at the beginning and end of your shift. The dates we are selling are 11/7, 11/10, 11/13, 11/14, 11/16 and 11/20 ONLY! Although there are additional dates available, we will NOT be selling any other dates. Some of these dates are sold out to the general public BUT OUR TICKETS WILL BE HONORED, EVEN IF THE EVENT IS SHOWING AS SOLD OUT ONLINE. All hotels don’t have tickets, so if you sell them and you don’t have any or enough to fill an order, call a manager to give you direction. Generally they can be transferred from another hotel. As usual, guests with OUR TICKETS can enter through a specially designated turnstile as early as 4 pm on the day of the event.

RENTAL CARS – TERMINATIONS

Just a reminder that shoppers are out and we will be terminating anyone that is not following proper procedures for booking rental cars. Anyone taking money directly from a company, splitting money with an OPC or using an unapproved company will be terminated – and we don’t care if you have been with us for 10 years or you are one of our best sales people. You WILL be fired! OPC’s are NOT to be booking car rentals while AGS employees are working. If they are, call an AGS manager and we will contact their management. We factor in rental car revenue to the locations rents that we pay, so this will be taken very seriously.

STANDARDIZED DESK APPEARANCE

Starting next week, Marcc will be going around to each location. He will be cleaning and organizing them to our location standard – from what’s on the walls to what’s in and around the desk. If you have anything personal that you want to keep, please take it home or move it to an area that is safe and not to be thrown away. Also, no brochures, magazines or referral cards should be left lying on the counter at the end of your shift. The only thing to be left on the counter is the price mat and the new sign we will be providing each location.

NEW FRONT DESK REFERRAL CARDS

New Front Desk Referral cards will begin going out with feedback options for the guest. It will be in your best interest to encourage the Front Desk staff to pass these out upon CHECK-IN and to encourage the guest to give feedback. We will be giving employees some awesome company perks like paid days off, cash rewards, etc. so let’s get them turned in! Also, please remind your Front Desk staff that the referral cards are one per room/per family and should only be passed out when the guest checks in. We will not be able to give more than 1 discount per family.

CODES – KEY BOXES/SAFES

Just a reminder to keep codes confidential! Please DO NOT leave them lying around on a piece of paper or in a notebook. Also, codes are ONLY to be given out by a manager. If a co-worker asks you for codes, you MUST direct them to call the office or a manager – not even a lead.

GIFTING TEAM – PIRATE’S / SLEUTH’S

Gifting team, ALWAYS use the Gifting ticket for Pirate’s and Sleuth’s, even if the tickets are sold. You are at timeshare resorts so this ticket MUST be printed out of the POS in order to get the lower rate.

POS SLOW?

Please call the office or a manager to have it reinstalled before busy season hits.

NO LEAVING DESK BETWEEN 7 – 11

Between 7 am – 11 am, desk hours are non-negotiable. You should always be available to assist your guests and sell tickets. If you want breakfast, you must eat before your shift. No one is to eat behind the desk or off the hotel breakfast bar. Thank you for your cooperation with this.

ORLANDO MAGIC – LETS’ SUGGEST!

Let’s try to increase our Magic sales. There are not a lot of home games in the first 2 months, so let’s take advantage of the dates available and sell those tickets!

READ TICKETS OUT LOUD TO GUESTS

YOU MUST READ EACH TICKET OUT LOUD TO THE GUEST AS YOU HAND THEM OVER. This includes EACH ticket on the Disney “Congratulations” page. We continue to have guests getting Magic Kingdom tickets for Non-Magic Kingdom parks. Please be careful!

GREAT JOB CHRIS – BLOGGER! Chris is doing a great job blogging about Disney on the AGS Ticket store! If there are any of you interested in blogging (die hard fans of the parks, Magic, Orlando City, etc.) please call Marcc. You can read the blog at www.parkguestticketsblog.com

UPCOMING EVENTS

11/16 – Employee Appreciation Party – Sea World, 6 pm                                                                 11/18 – Fall HAT (Hospitality Appreciation Tradeshow) – Wyndham LBV, 10am – 5pm

DUAL OPC/GUEST SERVICES

Great job to Juan this week who booked 3 tours in 2 days! Let’s all set a goal of at least 5 tours per week!

GIFTING CORNER

Great job with the EPA incentive! Thanks to all of you who worked so hard and encouraged the OPC’s.

MOD FOR SATURDAY – RICK S.

Saturday 11/8, the MOD is Rick S.

Employee Notes: Happy Birthday to Ann M. on 11/8 and Daniel on 11/12! Please welcome Shannon McCarthy to the AGS team! Don’t forget the combo incentive for Sea World and Busch Gardens! It’s running through 11/9!