All locations should have received the new Disney Water Park tickets. You’ll notice that they now say “Typhoon Lagoon AND Blizzard Beach” instead of “Typhoon Lagoon OR Blizzard Beach”. So these new tickets allow for use in both water parks ON THE SAME DAY. These are SEASONAL tickets. There is NO PRICE CHANGE and there is NO CHANGE IN THE POS. You enter them in Category 14 in the POS – “Hard Inventory”. These tickets are ONLY VALID UNTIL 5/22. Starting 5/23 – 8/30, we will be giving you different tickets again. Disney is currently testing a shuttle between the two parks but it is due to stop on 4/10.

CIRQUE CHANGES
First, there ARE shows on MONDAY, 3/30 next week. Also, they are DARK on Tuesday, 4/7 – NO SHOWS. Cirque has decided to CONTINUE the discounted prices that have been going on since January, so the prices will remain the same. They will NOT be increasing as I previously had announced. However, because these prices will not be loaded into Connect until Monday, 3/30, we DO NOT want you to sell any tickets for shows next week UNTIL Monday! If you do, the guest will have to pay $95 instead of $80! Also, starting Monday, 3/30, we will be allowed to sell Category 1 seats. Again, the commission is HIGHER on Category 2, so you should always try to sell CAT2 first if possible. If you have any questions about this, please call Rick S.

WET ‘N WILD – NO CHILD’S TICKETS
As you know, the tickets we sell are Length of Stay, meaning the guest has 14 days unlimited use of Wet ‘n Wild from the first day using the ticket. We only have 1 child’s tickets left in inventory. Once it’s sold, we are no longer going to have Child’s tickets for the Length of Stay tickets. You will still enter them in the POS as child tickets but you will print all adult tickets. Please call a lead or manager if you have questions.

LEGOLAND OPEN 7 DAYS – BOGOS
Legoland is now open 7 days a week through the middle of August. Also, the Water Park will be open DAILY from 3/21 – 4/19. Remember, you DO NOT want to offer BOGO’s unless you are in gifting or if the guest has a coupon or mentions the offer. Your commission is higher on the regular tickets! Legoland has now added the 1 Day with Water Park to the Gifting store. You can offer this the same as the regular tickets. Remember, the Adults MUST be sold at full price and if there’s an odd number of tickets, you MUST LOG OUT of the gifting store and print the remaining tickets in the GUEST SERVICE store. For example if you have 3 Adults and 2 Children and they have a BOGO coupon, you print 2 Adults and 2 Children free in the Gifting store and 1 Adult in the Guest Service store. If you don’t do this, you will be charged $10 for every wrong ticket.

RENTAL CARS – SHOPPERS
Just a reminder that we have secret shoppers out on a regular basis checking for honesty, appearance, and sales skills. They also shop to make sure you are using the correct procedures for rental cars. Remember that you must try Dollar/Thrifty/Hertz first. Action and Enterprise are our backups. Anyone taking cash from any company will be terminated. All commissions for rental cars must go through the office.

CASH COMMISSIONS – TAXIS
The same goes for taxis. Any cash given to you by a taxi driver must be added into your bank and a voucher must be created. The transaction must be put in the POS in Category 23 – Taxi. We have now increased your commission on taxis to 50%. Basically, all cash given to you must be recorded with the exception of direct tips given to you by a guest for good service. Most taxis are handled by the Front Desk or Bellman. If you are unsure about your hotel’s policies, ask your lead or manager.

GOOD SERVICE – COMMENTS
We want each of you to “go above and beyond” for EVERY guest! Smile and give great guest service! If a guest wants to give you a positive comment, encourage them to leave a good comment on Trip Advisor for the hotel you are working, and on the AGS Facebook page.

DISNEY CONVENTION TICKETS
Disney Convention Tickets can only be sold to guests AND THEIR FAMILIES that are here for a Meeting or Convention. Please make sure you are asking these questions and the guest is qualified. Disney sends out shoppers to check this!

MEDIEVAL TIMES ROYALTY UPGRADE
Medieval Times is offering the FREE Royalty upgrade on all tickets sold by AGS from now through 4/19. This is a $20 value that includes priority seating, a commemorative program, cheering banner, a 1 DVD per party. With this offer, you should try to sell the tickets at FULL PRICE to make more commission because the guest is getting this $20 value. However if it’s the difference between getting a sale and not, you can still give $10 off per adult. Mention code: FRFL when making the reservation.

SUGGEST SEA WORLD & BUSCH
Let’s make a habit of suggesting Sea World with EVERY Disney or Universal ticket sold!

GIFTING PEOPLE NEEDED
We still need people to move over to the gifting team. If you are organized, good on computers, good at upgrading and want to work a LOT of hours, please call Katwyn or Armando to move to gifting.

INCENTIVES
Orlando Magic – Top seller for final 8 home games wins great tickets in a suite!   WonderWorks – Extra $2, $3, or $4 on all tickets sold in the months of April and May!

MOD FOR SATURDAY – KYMRY
Kymry will be the MOD on Saturday.

Employee Notes: Happy Birthday to Eddie on 4/3! Congrats to Vianney for 4 years on 4/1 and Connie for 4 years on 3/28!

The response has been disappointing for such a great event. Orlando City is giving our entire staff a FREE ticket for their suite for the game against the Vancouver Whitecaps. We will be meeting at the Citrus Bowl at 4 pm for a presentation by the Orlando City staff. They will be giving us a tour of the Citrus Bowl and a presentation by the staff. We will all be staying to watch the game with FOOD & DRINKS in the suite. Please RSVP to marcc@allguest.com ASAP. If we don’t get more attendance, it will be canceled.
READ EACH TICKET OUT LOUD
Guys, it really hurts for us to make deductions for mistakes that could be avoided. On all ticket sites, you have a “Review Order” opportunity to catch any mistakes. Please look at this carefully, but MORE IMPORTANTLY, read EACH TICKET OUT LOUD to the guest as you hand them over. This is the absolute LAST chance you have to catch any mistakes that may have been made. No matter how busy it is, you MUST do this! This way, if a guest gets a Magic Kingdom instead of a NON-Magic Kingdom, or a SW/AQ combo instead of a SW/BG ticket you can catch it and correct it!

BE “READY TO ASSIST”
We want this attitude to be on top of all of your minds. You should ALWAYS be attentive to guests in the lobby and walking by your desk. Always give a SMILE and a pleasant greeting. Keep your nose out of the computer! You should always keep your head up and greet everyone!

NO LEAVING EARLY
With it being Spring Break and Easter coming up soon, NO ONE should be leaving early or asking to leave early. If anything, if you have guests still in the lobby, you must stay and take care of anything they need. NEVER tell a guest “I’m sorry, I’m closed”.

BATCH OUT CREDIT CARD MACHINES
We still have a few people who are not batching out their credit card machines. You must run a “Detail Report” and then a “Totals Report”. Then you should hit “Close” or “Settle”. On the older machines, it will prompt you to ENTER YOUR TOTAL SALES. So you MUST do this for the machine to settle. At the end, you should always see “Settlement Successful”. If you are unsure if it closed, try to batch again and if the machine says “NO OPEN BATCH”, that means it went through.

MOD SCHEDULE – WHO TO CALL
If you need something between the hours of 9 am – 6 pm, Monday – Friday, there will ALWAYS be someone in the office, so feel free to call the office. During early morning hours or evening hours, your leads on duty should be your first call. If you can’t reach them, then call the Manager on Duty. Look for the MOD schedule on the AGS Homepage. DO NOT call the office and press the “Manager on Duty” button. For weekends, always try to call a lead FIRST, but if they’re busy or can’t answer, call the MOD which is Kymry Saturdays, and usually Armando and Katwyn on Sundays.

DISNEY WATER PARK TICKETS
A reminder that both Typhoon Lagoon AND Blizzard Beach are now open. Remember, OUR tickets are good for ONLY ONE PARK per day, so be sure if you sell the Water Park tickets that you tell the guest once they choose either Typhoon Lagoon or Blizzard Beach, they must stay there for the day.

LEGOLAND OPEN 7 DAYS
Legoland is now open 7 days a week through the middle of August. Also, the Water Park will be open DAILY from 3/21 – 4/19. Remember, BOGO’s don’t have the water park included, so they will have to upgrade those at the park for $15.
UNIVERSAL ITW STORE TICKET ORDER CHANGING
The Universal IT department is changing the order of the tickets in all of our stores. Please look closely when choosing your ticket types and READ the tickets OUT LOUD to make sure you picked the correct tickets.

MEDIEVAL TIMES ROYALTY UPGRADE
Medieval Times is offering the FREE Royalty upgrade on all tickets sold by AGS from now through 4/19. This is a $20 value that includes priority seating, a commemorative program, cheering banner, and 1 DVD per party. With this offer, you should try to sell the tickets at FULL PRICE to make more commission because the guest is getting this $20 value. However if it’s the difference between getting a sale and not, you can still give $10 off per adult. Mention code: FRFL when making the reservation.

SUGGEST SEA WORLD & BUSCH
Let’s make a habit of suggesting Sea World with EVERY Disney or Universal ticket sold! This is a GREAT value and offers you some of the BEST commissions. Get in this habit and you will see your check increase!

CIRQUE PRICING
Cirque has decided to continue selling tickets at a discount, so the prices will remain the same. Starting 3/30, we will be able to also sell CATEGORY 1 SEATS. They are not giving us as much commission on these seats, so it’s better to sell the Category 2 seats. Also, there is NO SHOW on Tuesday, 3/24, however they ADDED a show on Monday, 3/30.

GIFTING PEOPLE NEEDED
We still need people to move over to the gifting team. If you are organized, good on computers, good at upgrading and want to work a LOT of hours, please call Katwyn or Armando to move to gifting.

ORLANDO MAGIC – 8 GAMES LEFT!
Let’s sell these games- there’s a great incentive going on!!!!

MOD FOR SATURDAY – KYMRY
Kymry will be the MOD on Saturday.

Employee Notes: Happy Birthday to Delila on 3/25! Congrats to Marian for 7 years on 3/24!  Please welcome Shonta Taylor to the AGS Team!

With the pricing change, the 3 Day Base Universal ticket is no longer cheaper than the 2 Day. So we have reactivated the 2 Day Base – 3rd Day Free ticket. So for anyone that wants a 2 Day OR 3 Day Base Universal ticket, you will print this ticket. Remember, this ticket is ONLY GOOD until June 7th! Anyone purchasing after June 7th will be required to have the regular tickets without any free days. Starting June 8th, we will no longer carry the 3 Day BASE Universal ticket. If a guest wants 3 Days, you will print a 4 Day Base ticket.
 

BUSY SEASON – SPRING BREAK
This weekend should be the beginning of the busy Spring Break season. Please make sure you are prepared! Check your supplies. Make sure you have plenty of DISNEY SHELLS, POS ROLLS and CREDIT CARD ROLLS. There’s nothing more annoying than for an employee to be in the middle of a sale and run out of Disney shells. Get to the locations EARLY! Set yourself up for success by getting to the hotel early enough to get settled and be able to count your tickets and bank before you get busy. Vacation plan! Use the itinerary planner in the FunPak to plan out your guest’s vacation. Show them how to fit in Water Parks and night-time attractions like Blue Man Group, Dinner Shows and Cirque.

ALL HARD TICKETS ALREADY ACTIVE
We have had this question come up a few times recently. Just to be clear, all labeled Disney tickets are ALREADY activated and do not need to be swiped. This includes the WATER PARKS, DISNEYQUEST, AND CONVENTION TICKETS. You are responsible for counting these tickets TWICE daily – at the beginning AND end of your shift to make sure the counts are correct. Please make sure that if you sell any of these tickets that you subtract them in your counts on your log sheet. As always, if there are any missing tickets, you will be charged the COST of these tickets.

ORLANDO CITY TICKETS
Most of the tickets for the game on 3/21 are sold out, but with the high demand, we are expecting Orlando City to open up more seating areas. If you have questions, call Marc (407) 506-7692.

BLIZZARD BEACH RE-OPENS 3/15
Blizzard Beach is re-opening Sunday, 3/15. With this, BOTH Disney Water Parks will be opened again. Remember, OUR tickets are good for ONLY ONE PARK per day, so be sure if you sell the Water Park tickets that you tell the guest once they choose either Typhoon Lagoon or Blizzard Beach, they must stay there for the day. Once we get more information on what happens if a guest wants to do both on the same day, we will let you know.

LEGOLAND OPEN 7 DAYS
Legoland is now open 7 days a week through the middle of August. Also, the Water Park will be open DAILY from 3/21 – 4/19. We do not have the Water Park Combo on any BOGO’s, so fi you are selling those, you will have to tell the guest to upgrade at the gate for $15 per ticket. Tell them this way they can see if the weather cooperates or if they really want to do it instead of paying the money up front. DO NOT mention the BOGO’s or sell them unless you are in Gifting (or if the guest mentions this offer). We automatically give $10 off the REGULAR Guest Service tickets so this is a good enough discount. We pay more for the BOGO’s so your commission is much less!

TITANIC DINNER SHOW
We are now selling the Titanic Dinner Show, which usually runs Friday and Saturday nights. It’s in the POS in “Dinner Shows and Nightlife” – Category 17. You must call to check on availability and make the reservation BEFORE collection money. (407) 248-1166

SUGGEST SEA WORLD & BUSCH
Since our cost is not changing until June 1st, we have a GREAT profit margin on Sea World and Busch Gardens single day tickets. Let’s mention these parks with EVERY ticket sold! If someone wants to buy Disney or Universal, be sure to mention what a GREAT deal Sea World is – especially the weekday tickets! With the processing fees paid on line, the guest is saving almost $20 off the gate price by buying them from us.

CIRQUE INCREASING STARTING 3/30
For Cirque shows starting 3/30, the pricing will be going back to the original $95 + tax for Category 2 seats. If you are SELLING for shows starting 3/30 and LATER, you MUST CHARGE $95 + tax for Adults and $78 + tax for Kids. Also, there is NO SHOW on Tuesday, 3/24, however they have ADDED a show on Monday, 3/30.

DISCOVERY COVE BOOKINGS
If you have a guest already interested in Sea World and Aquatica, they should consider adding Discovery Cove! This is a GREAT ALL-INCLUSIVE experience – breakfast, lunch, drinks, snorkel gear, etc. So show the guest the price of adding Discovery Cove if they already doing Sea World and Aquatica! Remember the normal admissions – Day Resort which DOES NOT include a Dolphin Swim – or the Dolphin Swim – give 14 days unlimited admission to both Sea World and Aquatica. If they want to add Busch Gardens for 14 days, book the ULTIMATE admission.

DON’T FORGET THE ORLANDO MAGIC
With all the excitement around Orland City, don’t forget the Magic! There are only 9 home games left so let’s push those too!

GIFTING & DUAL PEOPLE NEEDED
We still need people to move over to both the Gifting and Dual teams. If any of you are interested, please call Katwyn for Gifting or Kymry for the Dual locations.

MOD FOR SATURDAY – KYMRY
Kymry will be the MOD on Saturday.

Employee Notes: Happy Birthday to Yolanda on 3/15! Please welcome Delila Allen to the AGS Team!

Sunday, March 8th marks the beginning of Daylight Savings Time. PLEASE MAKE SURE YOU TURN YOUR CLOCKS AHEAD 1 HOUR BEFORE GOING TO BED ON SATURDAY NIGHT! We need everyone to be ON TIME Sunday morning.

PLEASE READ!
We can’t stress HOW IMPORTANT it is to READ the GAZETTE and all MESSAGES sent out on When to Work! This is our ONLY effective way to communicate with all of you about important information! It is so annoying when we have irate guests going to Legoland on a Tuesday or Wednesday when they are closed, or guests getting expired Disney Convention tickets whenever we have had all of you check them over and over. Please be SURE TO READ all messages sent and read the Gazette on a weekly basis. THANK YOU!

TARDINESS
Let’s be clear. If you are scheduled to be in at 7 am, that means you must either CALL THE OFFICE AND/OR LOG IN TO THE POS AT 7 AM. Just because we give you a 7 minute grace period doesn’t mean you should show up at 7:07. We are cracking down on tardiness and anyone who is habitually late will be reprimanded and/or terminated. Again, when you are late, it makes YOU look bad, AGS look bad, and the hotel look bad.

KEY BOX / SAFE CODES CHANGED
As you all know, we’ve had some staff changes so we’ve changed all of the location codes – key boxes and safes. If you are working a location for the first time, please call the OFFICE the DAY BEFORE your shift to get the new codes. It’s unfair for Ana Maria to get bombarded with 45 calls in the morning asking for new codes. Also, remember that codes should NEVER be left out or given by anyone except a manager.

ORLANDO CITY TICKETS
I’m sure that the game on Sunday, 3/8 is totally sold out. If you have anyone wanting tickets for future games (March 21st next home game), follow the procedures on the left side of the AGS Homepage. Please look this over and make sure you are familiar with it. If you have questions, call Marc (407) 506-7692.

DISNEY CONVENTION TICKETS
These tickets are to be sold to anyone here in a meeting/convention only (and their families). Again, you must QUALIFY the person and make sure they are here for a meeting or convention. All of our tickets are BASE tickets, which mean the guest can ONLY visit ONE PARK. Please make sure the guest is clear on this if you sell them! They CAN be upgraded at the park if the guest wants to hop.

CHECK PARK HOURS DAILY
One of the FIRST things you should do on a daily basis (after you count your tickets and bank) is to check park hours. We cannot continue to have people driving to Legoland on a Tuesday or Wednesday only to find the park closed. Think of how you would feel if this happened to you! Starting next week, the park will be OPEN 7 DAYS A WEEK through the summer. The Water Park will be opening March 21 for several weeks, and then will go back to only weekends. Please DOUBLE CHECK!

PLEASE BATCH OUT CC MACHINES
There are a few of you who do not batch out your credit card machines on a regular basis. Please double check this when you close out your paperwork. Remember, the last slip must read “Settlement Successful”. If you have any problems or questions, please call a lead or manager.

NO EXPIRATION DISCONTINUED
A reminder, the “No Expiration” option on all Disney tickets has been discontinued. If it is still showing up in your POS, do a “Force Update” and restart the computer.

KEEP GIVING EXCEPTIONAL SERVICE
We want to keep emphasizing how important it is to give GREAT guest services with a smile! Be sure to go over entitlements on tickets and be PERFECTLY clear on how to use the tickets – ONE PARK PER DAY ONLY, etc. and how long they have to use the tickets. If a guest wants to give you a good comment, please encourage them to leave a good comment on Trip Advisor for that hotel or leave a comment on the AGS Facebook page.

WET ‘N WILD LENGTH OF STAY
As it gets warmer, don’t forget that OUR Wet ‘n Wild tickets give 14 days of Unlimited use of the park – from the first date of use.

7 DAY BASE EPA GIFTING TICKET
For any of you at Diamond, if you have a guest wanting this ticket, it currently says “through 2/28”. This is a mistake and they’re working on fixing it. The EPA portion WILL be honored until it’s fixed.

WATER PARK TICKET CHANGES
The seasonal price is the same as the current price that we have on the tickets. The peak pricing will be $5 more. Peak season will be from May 23 – August 30. The important thing to remember is that any NEW tickets (which we do NOT have yet) allow the guest to visit BOTH Water Parks in the same day. So if you are selling our current tickets, you need to make sure the guest knows that they are valid for ONLY 1 Water Park admission. We are getting clarification from Disney on what will happen if one of our guests wants to visit the other Water Park on the same day. As soon as we get more information, we will let you know.

GIFTING & DUAL PEOPLE NEEDED
We still need people to move over to both the Gifting and Dual teams. If any of you are interested, please call Katwyn for Gifting or Kymry for the Dual locations.

MOD FOR SATURDAY – KYMRY
Kymry will be the MOD on Saturday.

Employee Notes: Happy Birthday to Katwyn on 3/7, Kelci on 3/12, and Steve N. on 3/13!