December 4, 2015 – Volume 24.48 – NEW CREDIT CARD PROCEDURES

We had $10,000 in chargebacks come in last week. Do you realize that to make this much money back we would have to sell over 1000 Disney or Universal tickets? There is a ring of people going around scamming us by buying tickets with a card that comes up “Declined”. They then come up with a story saying that’s impossible and act like they are calling their bank. Then they’re having our people talk to their “bank” – which is actually a friend of theirs on the other line giving a fake approval code to put in the machine. Here’s the policies we now have in effect and MUST be followed for EVERY credit card transaction: 1) If a card comes up “DECLINED”, you must ask for another card or cash. Even if the guest tells you they have plenty of room on their limit or gives you some other excuse, you CANNOT accept that card. Even if they ask you to try it again, do NOT do it. You NEVER talk to anyone on the guests’ phone. If any questions, YOU MUST call OUR merchant services on OUR phone. 2) For party sizes of more than 4, ALL MEMBERS OF THE PARTY MUST BE IN FRONT OF YOU, you MUST verify that the guest is staying in the hotel and verify the room number with the Front Desk, and a VALID ID must be presented that matches the holder of the credit card. We DO NOT sell tickets to anyone not staying at our hotels. 3) A valid ID must be presented for ALL credit card purchases. 4) These 3 things must be WRITTEN on each credit card slip – What tickets were purchased, the ID number, and the room number. Guys, we cannot have these kinds of losses. If you are in doubt or suspicious of the guest, it’s better to refuse the sale than have losses like this.

CHECK PARK HOURS DAILY
As a good concierge, after you’re settled at the desk, you should check the hours for every park on a daily basis. For now, Legoland is closed Tuesdays and Wednesdays and the Magic Kingdom closes early any day there is MVMCP.

Disney_very_merryMICKEY’S VERY MERRY XMAS PARTY
All remaining nights must be booked through an AGS manager. There are NOW TWO PRICES in the POS – 1) Advance Purchase and 2) Same Day, Fridays, and 12/17. Please be VERY careful when quoting prices and be sure to look at the dates. Again, SAME DAY BOOKINGS AND FRIDAYS ARE HIGHER PRICED (AND 12/17). December 18th is SOLD OUT. Don’t forget that the Magic Kingdom usually closes early – either 5 pm or 7 pm – on the days of the event, so if you have guests visiting the park during the day, they MUST know that the park is closing early.
STARTING BANKS
EVERY TIME you log in at the beginning of your shift, you MUST COUNT the number of each denomination and ENTER it as your starting bank. THIS GOES FOR EVERYONE – INCLUDING THE GIFTING TEAM! For example if you have $100 in $20’s, you enter “5” in the row for $20’s. Some of you are skipping over this and we CAN’T have this. We need to know that YOU have counted each bill and entered it yourself. If you don’t do this and there is a discrepancy on the bank, YOU WILL BE CHARGED.

RENTAL CARS – DOLLAR/THRIFTY
Dollar/Thrifty must be the FIRST suggestion for rental cars. Action is the back-up with Enterprise third. When booking rental cars, you MUST produce a voucher in the POS under the category “referrals”. Include this voucher in your deposit envelope so we can track the payment. Here are the CDP numbers to use: Dollar – 3024627; Thrifty – 304626; CV# for Hertz – 04N12822. Secret shoppers will be out checking to make sure all of you are using the correct procedures. Anyone not suggesting Dollar/Thrifty first or not following proper procedures will be terminated.

PAYCHEX ONLINE REGISTRATION
In an effort to go paperless and avoid people losing their paycheck stubs, you now have the ability to login to PayChex Online to view all of your pay information. You can do this to view your pay stubs, your W-2’s, and change any information you’d like, including your address and withholding information. The link is located in the left column of the AGS Homepage. You will need to register using the instructions in DropBox under “A Miscellaneous”.

SECRET SHOPPERS ARE OUT
We continue to have secret shoppers out checking on your courtesy, honesty and sales ability. They will be doing transactions as a regular guest using cash. We will be checking to make sure all transactions are recorded correctly. As has been the case in the past, anyone not being honest on transactions and recording them properly will be terminated,

magiclogoORLANDO MAGIC TICKETS
We have 1 home game coming up: 12/11 against Lebron James and the Cleveland Cavaliers. This is a GOLD game, and is sure to sell out, so make sure you use the sense of urgency to get the guest to buy tickets. You make GREAT commission on these sales so suggest them!

 

NEW LOCATIONS
We’re happy to announce the addition of 2 new locations: Paradise Palms and the Delta Resort. Both of these locations will be part of the VIP team which will require the wearing of a blazer and scarves for women and a blazer and tie for men.

INCENTIVES
Orlando Magic Monthly – Sell 15 – Get 2 Terrace Level Game tickets; Sell 30 – Get 4 Chase Club Level Game tickets.                                                                                                                                   Fun Spot – From 11/1 – 12/31, AGS as a team must sell a minimum of 300 tickets. If we sell 650, we will all get a team party at Fun Spot! Let’s really push for this!

Employee Notes: Congrats to Delza for 1 year on 12/7! Happy Birthday to Kyle on 12/6! Many of you have been asking about our 25th Anniversary Employee Appreciation Party. We have an exciting announcement coming soon, so stay tuned!