We feel that the majority of you are great employees and embody the attitude of “Going above and beyond for every guest”. When we acquire new properties, we tell the GM’s of the hotels that this is our core value and our staff will bend over backwards to make sure the guest is taken care of. So it’s very embarrassing when we get guests that say “the AGS employee was looking at stuff on the computer and not interested in helping me”. This CANNOT happen and will not be tolerated. If any guests are in the lobby, you must be ATTENTIVE! Give a pleasant greeting, engage with them, and NEVER tell a guest “I’m sorry, I can’t help you” or “I don’t know”. You are there TO KNOW, so you need to FIND OUT THE ANSWERS to any questions a guest has. This can be done by using Google, or calling a lead or a manager. We want our staff to be the BEST part of any hotel and to get great comments. If a guest wants to leave a good comment for your service, encourage them to post it on Trip Advisor for your hotel or on the All Guest Services Facebook page!

SEA WORLD INCENTIVE
Congratulations to Luis, Vianney, Leah, George, Karen, Jon G., and Carlos for reaching their minimum and getting DOUBLE commissions! Don’t forget to always try to upgrade your Sea World sales by adding Aquatica and Busch Gardens!

FLU CIRCULATING
It seems that the flu or some kind of sickness is circulation through the company – particularly on the gifting team. Please be sure to wipe down your areas with Clorox wipes or alcohol swabs. Get plenty of rest and drink plenty of fluids. Procedures for calling in sick – There is to be ABSOLUTELY NO TEXTING, E-MAILS OR VOICEMAILS. Any time you are sick and can’t make it in for a shift, you MUST call and physically TALK to a manager. Don’t wait till the last minute! Give us as much notice as possible.

ORLANDO CITY TICKETS
The next home match is Saturday, 8/29 at 7:30 pm against the Chicago Fire. You may wear your Orlando City shirts on Saturday, or Friday if you are off on Saturday. Call Marc 407-506-7692

PRICE MATCHES
Please DO NOT ever turn down a sale for a price match without first calling a manager. Many times, we CAN HONOR certain discounts and match online pricing from the attractions themselves. For example, the I-Drive 360 attractions are offering a $10 discount online. Keep in mind that any time the tickets are purchased online, the guest has to RESERVE a time, while our tickets are always given FIRST AVAILABLE access. But if a guest absolutely wants the $10 discount, yes, we can honor it. But please call a lead or a manager FIRST and never turn down a sale until after you call to see if we can honor it.

DISNEY FLORIDA RESIDENT TICKETS
Once again it’s Florida Resident time. We have put the link at the bottom of the AGS Homepage. Just click on the picture that says “Florida Residents Make Your Vacation Wishes Come True” and it will take you to the page. You want to only offer the 3 and 4 Day tickets. Also offer the Hopper and the Water Park Fun & More Option. They are VALID for a 6 month period and have block out dates from 12/17 – 1/1/16. Make sure you put in all of the guest’s information, including their credit card information. We DO NOT charge the card – DISNEY CHARGES THE CARD! Make sure when you print the confirmation page you print 2 COPIES. Write your name on 1 and send it in with your deposit and give the guest the other.

BANKS IN POS
For the new POS software, when you enter the starting bank, you must put the QUANTITY of each type of bill. For example if you have 3 – $20’s, enter “3”. If there are none, enter “0”. If you don’t do this, your cash will be off.

NO PERSONAL USE OF COMPUTERS
Please do NOT use the computers for Facebook, YouTube videos or any other non-business related uses. Not only do you run the risk of downloading a virus, but many of our locations have LIMITED data usage on the internet. When you do this, you use the data and it costs us more.

CHECK WEATHER – PARK HOURS DAILY                                                                                                    Please make sure you are giving your guests accurate weather information and park hours on a daily basis.  This should be part of your daily routine after you get settled in at your location.  As we go into the slower time, the parks will be closing earlier and earlier.  Also, starting September 8th, LEGOLAND WILL BE GOING BACK TO CLOSING ON TUESDAYS AND WEDNESDAYS, AND THE WATER PARK WILL ONLY BE OPEN ON THE WEEKENDS!  So please make sure you check all park hours DAILY!

PRICE MATS
All locations should now have updated price mats. The prices are now correct! Please display AND USE them while working. This will be monitored.

3 DAY TOUCH OF MAGICS
We have put a limited supply of 3 Day TOMS at Celebration Suites. If you are at another location, please check to see if they are available before selling them. Call the runner or a manager to have them transferred to you.

SEA WORLD HOSPITALITY PERKS
Everyone is signed up for Sea World Perks. If you haven’t logged in, call a lead for instructions on how to do so.

BE A “HOTEL AMBASSADOR”
We need all of you to get out from BEHIND THE DESK and greet people in the lobby! Introduce yourself as the Concierge, SMILE, pass out stickers to the kids, tell the guests you have discount shopping and restaurant cards and come over to your desk if they have questions.

INCENTIVES
Kennedy Space Center – From 8/3 – 9/27, for every $100 in KSC sales, you will receive ONE raffle ticket. On 9/28, we will do a drawing and the winner will receive: A Two Night Stay at the Country Inn & Suites in Cocoa Beach; dinner for 2 at Fish Lips in Port Canaveral, and an airboat ride for 2 at Midway Fish Camp.

Employee Notes: Happy Birthday to Marc Tipton on 8/31!

Guys, PLEASE!!!!!! We continue to have guests getting the wrong tickets! How many times do we have to talk about this? Just this week we had a guest that paid for 2 Day PTP Universal tickets and got 1 Day Base tickets, and another guest that paid for Disney Hopper tickets and got base tickets. You guys have no idea how frustrating this is and how tired we get of guests YELLING at us for your mistakes. All of this could be avoided if you READ EACH TICKET OUT LOUD TO THE GUEST AS YOU HAND THEM OVER!! How hard is this? What will it take? From now on, we are going to let the guest talk to the EMPLOYEE who made the mistake and let them be yelled at, instead of the managers. Maybe that will get you guys to follow the correct procedures! Please read each ticket OUT LOUD to the guest and each ticket on the Disney Confirmation page!

SEA WORLD INCENTIVE – SELL!
From 8/20 – 8/23, commission on all Sea World products WILL BE DOUBLED! Don’t forget if anyone asks for Sea World, tell them our Weekday price is $27 off the gate price. We can also add Aquatica for only $2 over the gate price, so they can get one day each of Sea World and Aquatica for only $99. Then for an additional $20, they can also get Busch Gardens! This is a $132 savings over the gate prices! Anyone receiving a reprimand will be disqualified from the incentive.

DOLLAR/THRIFTY
For any rental car inquiries, you MUST use Dollar/Thrifty FIRST. They give us higher commissions to be their primary company. If they are sold out or if you have an underage driver, you can then use Action or Enterprise. A voucher must be created for ALL rental car reservations. Please put rental cars in the POS in Category 23. Fill in all information including the guest’s name, the company you are using, the reservation number, rental dates and amount quoted. Be sure to turn in a copy of the voucher so we can track it and make sure it gets paid.

ORLANDO CITY TICKETS
The next home match is Saturday, 8/29 at 7:30 pm against the Chicago Fire. You may wear your Orlando City shirts on Saturday, or Friday if you are off on Saturday. Call Marc 407-506-7692

GOLF COURSE REFERRALS – ONLY
We now only have TWO Golf Courses to refer to: Falcon’s Fire and Shingle Creek. Please be sure to refer any of your guest’s asking about golf to these 2 golf courses. Make a tee time for them and be sure to give them a referral card.

LEGOLAND TICKET MISTAKES
Mistakes are still being made with BOGO’s. Again, for BOGO’s, the number of Adult tickets sold must EQUAL the number of free children. If you enter ONE BOGO in the POS, you must go to the Legoland GIFTING store and print ONE Adult and ONE FREE CHILD. If you have 2 Adults and 1 Child, you must go in the POS and sell ONE ADULT regular Legoland and ONE BOGO. Then you would print the ONE ADULT and the ONE FREE CHILD in the Gifting Store and the ONE EXTRA ADULT in the Guest Services Store. If you are unsure of how to do this, CALL A LEAD!

BE A “HOTEL AMBASSADOR”
During the slower time, it will be especially critical for all of you to get out from BEHIND THE DESK and greet people in the lobby! Introduce yourself as the Concierge, SMILE, pass out stickers to the kids, tell the guests you have discount shopping and restaurant cards and come over to your desk if they have questions. Try it! You will see your sales increase and we already see better sales in the employees that already do this!

BUDGET YOUR MONEY
With summer ending, September is one of our slower months. Please BUDGET YOUR MONEY! Many of you had a really good check this week and it may be your last for a while, so please budget accordingly.

COUNTERFEIT $100’S
Please make sure you are using the counterfeit pens on all $100 bills. If the mark is BLACK, it’s not good – yellowish is OK. If it is an OLD bill, make sure you hold it up to the light and check for the watermark on the right and the embedded strip on the left. Also check the texture. If it feels too smooth, do not accept it. We cannot continue to take these losses so if you accept a bill and do not follow these procedures, we have no choice but to charge you back.

ORLANDO EYE HOTLINE
The Orlando Eye now has an operational hotline – 407-270-8644. This is the number you can call to make sure it’s up.

UPDATE ON LEADS
Congratulations to Carlos and Dimary who have been promoted to a lead position! Here are our current leads and their specialties: Carlos, Dimary, Rolando – Gifting; Erika – PM Lead; Jon G. – IT; Rafael, Daniel – General.  All leads are available to answer any questions and book Cirque and Blue Man Group.  Please check the When to Work Bulletin Board weekly to see their schedules.

DISNEY REVENUE INCENTIVE!
See the back of the Gazette for the number of entries you’ve earned. We will be doing a drawing for (2) 40” TV’s, (3) IPad Mini 2’s, and (20) $100 Disney gift cards!

INCENTIVES
Kennedy Space Center – From 8/3 – 9/27, for every $100 in KSC sales, you will receive ONE raffle ticket. On 9/28, we will do a drawing and the winner will receive: A Two Night Stay at the Country Inn & Suites in Cocoa Beach; dinner for 2 at Fish Lips in Port Canaveral, and an airboat ride for 2 at Midway Fish Camp.

Employee Notes: Congrats to Ann Norris for 6 years on 8/27! Happy Birthday to Michelle on 8/22, Jason on 8/23, and Sandra on 8/26! Please welcome David Marquez, Kylie Muller, and Brianna Villar to the AGS Team!

Our July incentive was for Cirque, Blue Man Group, Medieval Times, Sleuth’s, Pirate’s and Treasure Tavern sales. For every 10 tickets you sold, you got one entry into a drawing. The winning ticket number for the $200 Visa Rewards card is – 531796. If you have this ticket, please call the office to claim your prize.

PLEASE READ EACH TICKET OUT LOUD TO THE GUEST AS YOU HAND THEM OVER!                  No matter how busy you are, it is MANDATORY that you read EACH TICKET out loud to the guest as you hand them over. We’ve had a LOT of people this past week purchasing NON-Magic Kingdom tickets and getting MAGIC KINGDOM tickets. Please be careful that you are choosing the CORRECT ticket when printing 1 Day Disney tickets.  We also had ADULTS getting CHILDREN’S tickets. This is UNACCEPTABLE!!! You MUST read each ticket OUT LOUD to the guest as you hand them over – PLEASE!!!!!! We are BEGGING you to do this!

LEGOLAND CLARIFICATION
If the OPC is offering the Legoland BOGO’s as a gift or pre-gift, you MUST sell those tickets to the guest, or pre-gift them. Please DO NOT turn down the sale! Otherwise, you should NOT be offering the BOGO’s to any guest upfront. So if the guest was pitched the BOGO’s by the OPC, please SELL THEM that way. Remember, if you do sell the BOGO’s, there must be the same number of Adults as Children. In the POS, you enter ONE BOGO, and then you go into the Legoland Gifting store and enter ONE ADULT and ONE FREE CHILD. If you have an odd amount – for example 3 Adults and 2 Children – you would enter 2 BOGOS in the POS and 1 regular Adult Legoland. You would then print the 2 BOGOS from the GIFTING store and the ONE Adult from the Guest Service store. If you are unsure of how to do this, please call a lead or manager.

REFERRALS
Again, thanks to those of you who are following the rules and maintaining the integrity of our Approved Vendor program. Remember, ONLY approved vendors can have their referral cards passed out. If you are unsure of who’s approved, please look at the AGS Homepage or call VS directly at 407-649-3040. Please use the referral cards as an ADDED benefit for your guests! When you are doing your “Lobby Magic”, you can tell guests in the lobby to come see you for discounts on local restaurants and shops. Use this as a tool to get them to your desk and PASS THEM OUT to EVERYONE! Anyone not following these procedures will be reprimanded and/or terminated.

ORLANDO CITY TICKETS
The next home match is Saturday, 8/29 at 7:30 pm against the Chicago Fire. You may wear your Orlando City shirts on Saturday, or Friday if you are off on Saturday. Call Marc 407-506-7692

PAPERWORK ERRORS
New Policy Effective Immediately – Laura, Armando, Rick, Dimary and Carlos are spending a TREMENDOUS amount of time correcting mistakes being made on paperwork. For just one employee’s mistake, Armando, Laura and Dimary spent 4 hours trying to find the mistake and correct it. This cannot continue! We have far too many other more pressing concerns than wasting OUR time trying to find and correct mistakes that could easily have been corrected by the employee. Effective immediately, we will be charging $10 per shift for any paperwork errors that should be caught and corrected, and it will be deducted from your commissions. This includes: Not matching up tickets printed with the POS report; not filling out the Balance Table completely; not batching out the credit card machine; not attaching a Disney EOD report and HIGHLIGHTING any tickets sent to the office to be voided; not accounting for any hard ticket sales (Disney Water Parks, DisneyQuest, Convention Tickets, I-Rides) by subtracting them out of your inventory and carrying over the correct amount; not accounting for TRANSFERRING any hard tickets from one location to another; and not VOIDING your OWN tickets – everything but Disney and Wet ‘n Wild. When you match up your tickets printed on each End of Day Report, if you are off, YOU must return any duplicates – not send them to the office for us to do it. We can’t seem to get this across so we have no choice but to start charging for the amount of time we’re putting in correcting these errors. Please help us with this.

WORKING WITH OPC’S
A reminder that we are PARTNERS with our OPC’s and need to work together so that EVERYONE can make money. Always let the OPC talk to EVERY guest first, whether they’re qualified or not. Then make sure when they’re done, they send them over to you. If this isn’t happening, please let us know.

DISNEY REVENUE INCENTIVE!
We met our goal for the incentive from 6/28 – 8/1! Great job everyone! Each of you will receive 1 entry for every $1000 in Magic Your Way sales. We will be doing a drawing for (2) 40” TV’s, (3) IPad Mini 2’s, and (20) $100 Disney gift cards! We will let you know how many entries each of you have shortly.

STILL LOOKING FOR STAFF
We are still looking for great prospects to join our team! If you know of anyone, please have them call the office to set up an interview. Thanks!

SEA WORLD SHOPPERS ARE OUT
Here’s the key points they will be looking for:

1. SeaWorld’s 50th Celebration Summer Finale
2. The all new Sea Lion High show
3. Island Nights Celebration at Aquatica
4. Nightly Fireworks
5. Great value in combination tickets!

We really need to continue pushing all Sea World products!  Don’t forget that when anyone purchases Sea World, you should always ask if they want to add Aquatica for only $2.  The normal gate price for Sea World is $97, so this will bring the price to the $99 combo offer which you can sell and print to give the guest ONE admission to each park.  Then tell them you can add Busch Gardens for an additional $20.  This is a $132 savings over buying them individually!

INCENTIVES
Kennedy Space Center – From 8/3 – 9/27, for every $100 in KSC sales, you will receive ONE raffle ticket. On 9/28, we will do a drawing and the winner will receive: A Two Night Stay at the Country Inn & Suites in Cocoa Beach; dinner for 2 at Fish Lips in Port Canaveral, and an airboat ride for 2 at Midway Fish Camp. Bookings on Grayline or FDTours will not apply.

Employee Notes: Happy Birthday to both Rafael and Shonta on 8/21! Congrats to Jon G. for 3 years on 8/15 and Keysha for 1 year on 8/15! Please welcome Hector Lopez and Ariel Brinkley to the AGS Team!

THIS WILL BE THE HEADLINE IN EVERY GUEST UNTIL WE HAVE A WEEK WITH NO MISTAKES! No matter how busy you are, it is MANDATORY that you read EACH TICKET out loud to the guest as you hand them over. We’ve had a LOT of people this past week purchasing NON-Magic Kingdom tickets and getting MAGIC KINGDOM tickets. We also had ADULTS getting CHILDREN’S tickets. This is UNACCEPTABLE!!! You MUST read each ticket OUT LOUD to the guest as you hand them over – PLEASE!!!!!! We are BEGGING you to do this!

MATCH UP POS / EOD REPORTS
Please, at the end of your shift, you MUST pull every attraction End of Day Report and match it up to your POS report and make sure all tickets are correct. We ONLY want you to PRINT the Disney report and attach it to the back of your log sheet. But we have the most problems with Universal. If you do not match up, you must run a Detail Report and RETURN the FIRST set of duplicate names using the visual ID’s. If you are not sure of how to do this, please call a lead to walk you through it.

LEGOLAND PROCEDURES
You should NOT be offering the BOGO’s to any guest upfront. These tickets are intended to be for gifting. The only time you should be selling BOGO’s is if the guest mentions they saw the special online or if they have a coupon. You make MORE commissions on the regular ticket sales, so selling the BOGO’s cuts your commission! Remember, if you do sell the BOGO’s, there must be the same number of Adults as Children. In the POS, you enter ONE BOGO, and then you go into the Legoland Gifting store and enter ONE ADULT and ONE FREE CHILD. If you have an odd amount – for example 3 Adults and 2 Children – you would enter 2 BOGOS in the POS and 1 regular Adult Legoland. You would then print the 2 BOGOS from the GIFTING store and the ONE Adult from the Guest Service store.

ORLANDO CITY TICKETS
The next home match is Saturday, 8/8 at 7:30 pm against the Philadelphia Union. You may wear your Orlando City shirts on Saturday, or Friday if you are off on Saturday. Call Marc 407-506-7692

“LOBBY MAGIC” – BE A HOTEL AMBASSADOR
Some of you are getting away from our policy of mingling with guests in the lobby. At every opportunity, we want you to get out from behind the desk, greet people in the lobby and breakfast rooms, and pass out stickers to the kids. Introduce yourself as the Concierge and let everyone know that you are available to assist them with any questions and tickets that they may need. The employees that do this on a regular basis make TWICE AS MUCH MONEY as those that do not! We want you to act as Hotel Ambassadors, so get out there every chance you get, greet guests and smile!

BATCH OUT CREDIT CARD MACHINES
There are still a handful of you who are not batching out your credit card machines at the end of your shift. PLEASE double check this before sealing your envelopes. Your last slip MUST READ “Settlement Successful” and this slip must be stapled to the TOP of your detail report and all of the individual slips.

SUNDAY COVERAGE – ARMANDO OFF
Armando will be taking Sunday off – please DO NOT call him. Michel will be running and Ana Maria will be the MOD. Please utilize your leads as much as possible this day for the normal questions. Here are the leads on duty: Rafael 7 – 1, Daniel 7 – 2, Jon G. 7 – 3, Erika 3 – 10.

VOIDING DISNEY TICKETS
If you are sending Disney tickets to the office to be voided, please match up the codes on the ticket to your Disney EOD report, highlight them, and write “VOID” next to these codes.

UNIVERSAL TICKETS TO PRINT
If anyone wants a 3 Day Base Universal, print a 4 Day Base. If anyone wants ANY 2 Day or higher Park-to-Park WITH Wet ‘n Wild, you ALWAYS print a 3 Park Unlimited ticket.

3 DAY TOUCH OF MAGIC TICKETS
For those of you with remaining 3 Day TOMS in your inventory, please MINUS them out of your inventory and send them in with your deposit. We are going to consolidate to a couple of locations.

STILL LOOKING FOR STAFF
We are still looking for great prospects to join our team! If you know of anyone that has a great personality, is outgoing, knows about the area and attractions, and can work anytime, including nights and weekends, please have them call the office to set up an interview. Thanks!

SEA WORLD SHOPPERS ARE OUT
Here’s the key points they will be looking for:                       1. SeaWorld’s 50th Celebration Summer Finale
2. The all new Sea Lion High show
3. Island Nights Celebration at Aquatica
4. Nightly Fireworks
5. Great value in combination tickets!

INCENTIVES
Kennedy Space Center – From 8/3 – 9/27, for every $100 in KSC sales, you will receive ONE raffle ticket. On 9/28, we will do a drawing and the winner will receive: A Two Night Stay at the Country Inn & Suites in Cocoa Beach; dinner for 2 at Fish Lips in Port Canaveral, and an airboat ride for 2 at Midway Fish Camp. Only KSC voucher sales will count. Bookings on Grayline or FDTours will not apply.                                                                                                                             July Dinner Show Incentive Drawing – Will be held in the office next Thursday at 1 pm. We will announce the $200 Visa Card winner Friday.  Any of you are welcome to come in to observe.

Employee Notes: Saturday MOD – Kymry