We want to make sure out guests have a GREAT customer experience with us from start to finish. Give a nice greeting to anyone within 10 feet of our desk! A SMILE goes a long way!  Let’s be thorough with the information we’re giving about the parks and hours. Be sure to point out the times for special events, like fireworks and parades. Make sure when you read the tickets OUTLOUD to the guests, that they know which parks are included and how long they have to use the tickets. And lastly, THANK the guest for the sale, tell them to have a great time, and ask them if they need directions!

NO CELL PHONES TO BE USED
We are reiterating our policy on cell phone usage. There is to be NO USE OF CELL PHONES while working – TEXTING or otherwise – unless it is an emergency or you have to for work purposes. We are getting far too many complaints about our employees being on their phones on personal calls, texting, and not paying attention to guests from our hotel managers. This will NOT be tolerated and will lead to reprimand and/or termination.

ATTENTIVENESS TO LOBBY / GUESTS
Along with cell phone usage, many of you are using the computer to play games and again, are not paying attention to guests in the lobby. Please keep your heads UP, out of the computers, and pay attention to ANYONE in the lobby. We had a manager at a location last week that stood in front of an employee for 2 minutes without them realizing they were there because they were playing games on the computer. Again, this is unacceptable. We will be going into your computers and monitoring what you do. If we see people not doing work related activities, you will be reprimanded. If you are bored, get out from behind the desk and MINGLE in the lobby! Open the door for guests, greet them, pass out stickers to the kids, and make “Lobby Magic”!

UNIFORMS – MANDATORY
The AGS uniforms are NOT optional. An AGS uniform must be worn Monday – Saturday, with Sunday as the ONLY day you can wear an attraction polo. If you do not have the right size AGS shirt, please come to the office and get one of the new ones. Nametags must be worn at all times. For those of you on the VIP team, call Marcc with any questions.

DISNEY TICKETS – WRITE NAMES
If you have a family that purchases 2 or more different types of Disney tickets, two things need to happen: 1) Print the same tickets types on separate confirmation pages; and 2) Have the guests WRITE their names on the tickets. We have had a couple situations where a family has mixed up their tickets and it’s caused all kinds of problems.

TREE TREK ADVENTURE
We are now selling Tree Trek located off Old Lake Wilson Road in Kissimmee. This is a series of 6 obstacle courses that increase in difficulty and 2 Zip line courses. Although they have been loaded in the POS in Category 20, Orlando Adventure Collection, there are some quirks with Kid’s ages and tickets. We will be passing out an information sheet soon with details.

LOOKING FOR MORE GIFTING TEAM
We are looking for volunteers to move over to the Gifting team. These team members must be motivated, organized, good at upgrading and willing to work a lot of hours. If you are interested, please let Katwyn or Armando know.

DISNEY TRAINING
Mark your calendars now! There will be 2 hour training sessions on March 4 & 5 from 9-11, 1-3, and 3-5 on each day. Please do NOT ask for the day off. If you are working an AM shift on those days, you can go at 3. If you work a PM shift, you can go at 9. It will be held at Coronado Springs. More info to come.

SEA WORLD HOSPITALITY PERKS
You will be able to enroll and take the assessment test starting MONDAY. Remember, YOU CANNOT LOG IN USING LAST YEAR’S INFORMATION – IT IS A NEW REGISTRATION EVERY YEAR. So when you go to www.hospitalityperks.com, you will click on “2015 Assessment Now Open – Click Here”. You DO NOT enter your e-mail and password from last year here, but you click on “Need An Account”. Then you enter your e-mail TWICE on this page and you are ready to take the assessment test.

STAND WHEN GUESTS ARE PRESENT
Unless you are at a hotel that has a desk with guest chairs at your same level, you MUST stand when guests are present. It looks very unprofessional if you are sitting and a guest is standing looking down on you. You should be at THEIR level.

SELL HARD TICKETS FIRST
If there are any remaining hard tickets out there, particularly at the gifting locations, please make sure you sell them FIRST, even if you have to split a party and print some. We have to get rid of this inventory. Thank you!

SEA WORLD PRICE INCREASES
Any Sea World or Busch Gardens ticket has increased. On most products it’s a $5 increase. There are 2 new changes – all 2 park combos are $99. This is for either Sea World/Aquatica or Sea World/Busch Gardens. Also, Sea World is charging a $5 convenience fee on all online sales. We are matching this charge.

ORLANDO MAGIC SALES
Call Rick or Kymry for a party of 2, or Katwyn or Armando for tickets in the Diamond Suite.  If you have guests needing anything different, please call the Magic directly at 407-916-2969.

MANAGER VACATIONS
Armando – 2/6 – 2/14                                                                                                                        Katwyn – 2/13 – 2/16                                                                                                                                  Rick S. – 2/14 – 2/22   Rick will be on a cruise with no cell service.

MOD FOR SATURDAY – KYMRY
Kymry will be the MOD on Saturday and Rolando will be available to help as well.

Employee Notes: Congrats to Dimary for 3 years on 2/13 and Daniel for 5 years on 2/11! Happy Birthday to Eric H. on 2/12!