For those of you on the AGS Team, we are having FAR TOO MANY mistakes made on tickets given to guests. Just this week, we’ve had people getting “Value” season tickets instead of “Regular” season tickets, we’ve had people getting Non-Magic Kingdom tickets instead of Magic Kingdom tickets, and people getting Universal BASE tickets instead of Park-to-Park tickets. You MUST read EACH TICKET OUT LOUD to the guest as you hand them over. Again, this is your LAST CHANCE to catch any mistakes! READ EACH TICKET OUT LOUD off the Disney “Congratulations” page as well. You have no idea how many irate guests we have to deal with on a daily basis because of these mistakes, and how many times we hear “You’ve ruined our entire vacation” because of the mistakes that are made that SHOULD BE CAUGHT! We know that the Premier team generally does not have this problem with their POS. Also be very thorough when describing the theme parks. Make sure the guest knows WHAT PARKS THEY ARE BUYING, how long they have to use the tickets (for example 14 days for a multi-day Disney ticket) and where the parks are located. Be sure to tell them when buying Busch Gardens tickets that it’s 1 – 1 ½ hours away (depending on where they are staying) and Legoland is 45 minutes to 1 hour away. Also, don’t forget to offer the free Busch Gardens Shuttle Express and be sure to book it for them (at least one day in advance) if they are taking it.

BATCH OUT CREDIT CARD MACHINES
Again, for the AGS Team, please be sure you are batching out your credit card machine. At the end of your shift, everyone needs to run a DETAIL REPORT AND THEN CLOSE THE BATCH. Your final slip MUST READ “SETTLEMENT SUCCESSFUL”. Make sure you put your slips in ascending order, with the Detail Report on top and the “SETTLEMENT” slip on the VERY TOP. If your location name is not correct, cross it out and write the correct hotel name on top. STAPLE all slips together and put them in the drop.

DISNEY AFTER HOURS SALES
We hope that everyone got a chance to experience “Disney After Hours”. “Disney After Hours” takes place May 5, 8, 12 and 19, 2016 at Magic Kingdom Park. A separate event ticket is required. Guests can check-in starting at 7 p.m. each night, with the event hours from 11 p.m.-2 a.m. (or 10 pm – 1 am). Pricing is $149 plus tax for adults and children (ages 3-9). We have it for the same price but obviously a Convenience Fee has to be charged in order for us to make any profit. Admission is limited! For those of you on the “Premier” team, you already have it in the POS. For the AGS team, it has been added and you have different booking procedures. It will be the same as with MVMCP and MNSSHP tickets where a manager or lead will have to book it for you and the actual tickets will be drop boxed to you. Please check your When to Work messages for more information.

90 DAYS – HEALTH INSURANCE
For those of you on the Premier team that came over from FDT, you have two options for the Group Health. We are offering it to you now if you need it. If you have Obamacare and want to wait, you can do so and you can contact us as you near 90 days. As for all other team members, when your 90 days approaches, you will receive a customized application for YOU ONLY, and you MUST fill it out. Even if you DECLINE the coverage, we must have the form on file. So please be sure to get the form back to us as you approach your 90th day of work.

STILL LOOKING FOR GREAT PEOPLE!
Some of you have sent over some outstanding prospects. THANK YOU! Remember, if you send someone and they are hired and stay with us for at least 90 days, you will get a $100 Visa Gift Card!

401K – 6 MONTHS
For those of you with us for at least 6 months, you are eligible to enroll in our 401K plan. Although it’s not an employer match, any deductions from your check are tax deferred until you retire. It’s a good way of putting away money for your retirement!

FREE CIRQUE FAM!
For those of you who RSVP’d for the free Cirque shows next week, we are expecting the tickets to be delivered on Monday, so you will be able to pick them up in the office starting Tuesday. We will not be delivering them because you will have to sign for your specific seats.

HOSPITALITY DAYS
Fun Spot– You and 1 guest free admission from 5/15 – 5/20 after 2 pm. You must show a paycheck stub to be admitted.                                                                                                     Gatorland – You and 1 guest free from now through 6/17. Again, please bring a pay stub for admission.

DISNEY INCENTIVE
From 4/3 – 4/30, you need to sell the most 3 day tickets and higher. The top 5 revenue producers for these tickets will receive Disney Gift Cards valued at $300, $250, $200, $150, and $100. The next 20 people will receive a $50 Disney Gift Card. Let’s push for 3 Day or higher Disney tickets! And remember, if you add Hopping or Water Park Fun & More it increases your revenue even more!

ORLANDO CITY SOCCER
The next home match will be Friday, May 6th against the New York Red Bulls. We have 12 company seats available – Section 101 Corner Level Pricing. If you sell ANY of these seats, you will get an additional $10 in commission!

UPCOMING EVENTS IN ORLANDO
Here are a few of the events we can sell through TickPick: 5/2 – Sebastian Bach; 5/3 – 5/9 Beautiful: Carole King the Musical; 5/14 – Florence and the Machine; 5/16 – Amy Schumer. We can also sell Orlando Pride, Orlando Predators, Miami Heat, Tampa Bay Rays, and Tampa Bay Lightning tickets!

Employee Notes: Happy Birthday to Rachel on 5/1!

We really need to hire at least 10 more people and we’ve decided to reward YOU! If you refer someone to us and they are hired and stay with us for 90 days, you will receive a $100 Visa gift card! This is effective today – 4/21 – until further notice, but is not retroactive. So if you know of anyone that has a GREAT outgoing personality, knows the attractions and the Orlando area, and can work anytime, including nights and weekends, please have them call the office to set up an interview.

EXCESSIVE ABSENTEEISM
We cannot and will not tolerate excessive call outs. Unless you have a doctor’s note, anyone calling out more than 3 times in a 90 day period will be subject to disciplinary action up to and including termination. If you are scheduled to work, you are expected to be there.

GO ABOVE AND BEYOND
We have gotten some disturbing comments from some guests this week stating that our employees seemed “disinterested” in helping them, and didn’t want to help with their questions. You are a PROFESSIONAL concierge. It is your job to assist guests in every way possible. As slow as it is, there is no excuse for not spending time with your guests, helping answer all of their questions, and making them feel welcome. Whether they buy from you or not, everyone needs to be treated with the same amount of respect. If you don’t know the answer to something, you NEVER say “I don’t know”. Your response should be “If you’ll give me one second, I’ll find out for you”. Then use whatever resources you can to find out – Google it, call a lead, or call a manager. Every guest should walk away from your guest thinking “That was GREAT service!”

CREDIT CARD SLIPS
Remember, these 3 things must be written on every credit card slip: Tickets purchased, room #, and ID # (if possible).

DISNEY AFTER HOURS SALES
We hope that everyone got a chance to experience “Disney After Hours”. “Disney After Hours” takes place April 28 and May 5, 8, 12 and 19, 2016 at Magic Kingdom Park. A separate event ticket is required. Guests can check-in starting at 7 p.m. each night, with the event hours from 11 p.m.-2 a.m. Pricing is $149 plus tax for adults and children (ages 3-9). We have it for the same price but obviously a Convenience Fee has to be charged in order for us to make any profit. Admission is limited! For those of you on the “Premier” team, you already have it in the POS. For the AGS team, we will be adding it soon and you will have different booking procedures. It will be the same as with MVMCP and MNSSHP tickets where a manager or lead will have to book it for you and the actual tickets will be drop boxed to you. More information will be sent out on When to Work for booking procedures.

FREE CIRQUE FAM!
You and 1 guest are invited to a free viewing of La Nouba on 5/4, 5/6, or 5/7. You will need to RSVP to sales@allguest.com and pick the day and time (either 6 pm or 9 pm). NO DAY OFF REQUESTS WILL BE HONORED FOR THIS! Please pick a date and time that you are not normally scheduled to work. If you always work night shifts, ask for a PARTIAL day off during the time that you choose. There are new acts, so we want everyone to see this new show! Deadline to RSVP is Tuesday, 4/26.

ELE/ADRENALINE TRADESHOW
Don’t forget the Hospitality Tradeshow on Thursday, 4/28 at Mango’s Tropical Café from 10 am – 5 pm. Please RSVP to https://2016eletradeshow.eventbrite.com. Again, since this event is ALL DAY LONG, we will not honor any day off requests. Please go before or after your shift.

READ TICKETS OUT LOUD TO GUEST
Guys, you HAVE to read the tickets out loud to the guest. Just today we had someone that paid for 2 Day Hoppers and got 2 Day Bases. PLEASE read each ticket out loud to the guest as you hand them over. This is your last chance to catch a mistake.

HOSPITALITY DAYS
Fun Spot– You and 1 guest free admission from 5/15 – 5/20 after 2 pm.                             Gatorland – You and 1 guest free from now through 6/17.

DISNEY INCENTIVE
From 4/3 – 4/30, you need to sell the most 3 day tickets and higher. The top 5 revenue producers for these tickets will receive Disney Gift Cards valued at $300, $250, $200, $150, and $100. The next 20 people will receive a $50 Disney Gift Card. Let’s push for 3 Day or higher Disney tickets! And remember, if you add Hopping or Water Park Fun & More it increases your revenue even more!

DISNEY WATER PARK TICKETS
We still get questions on this every day. If you have Water Park tickets that say “Dated” or “with Blockouts”, these tickets are valid UNTIL May 27th. On May 28th, we will be swapping out all inventories and replacing it with the PEAK season tickets that are valid through 8/28.

ORLANDO CITY SOCCER
The next home match will be Friday, May 6th against the New York Red Bulls. We have 12 company seats available – Section 101 Corner Level Pricing. If you sell ANY of these seats, you will get an additional $10 in commission!

UPCOMING EVENTS IN ORLANDO
Here are a few of the events we can sell through TickPick: 4/23 – Steve Martin & Martin Short; 4/23 Sister Hazel; 4/24 – Ciara. We can also sell Orlando Pride, Orlando Predators, Miami Heat, Tampa Bay Rays, and Tampa Bay Lightning tickets!

Employee Notes: Happy Birthday to Lisette and Brenda, both on 4/25! Congrats to Rich for 6 years on 4/26, and Ann M. for 4 years on 4/25!

Please join us in welcoming all of the folks that stayed on with us from the FDT Team! We are excited to have you and we want to personally thank each of you who decided to stay and give it a chance. We are confident that all of you will enjoy working here and hope that you make more money than ever. Welcome aboard!

LOOKING FOR GREAT PROSPECTS
With that said, we are looking for more people to join our team. If you know of anyone that is outgoing and has a great personality, is familiar with the theme parks and the Orlando area, and can work anytime, including nights and weekends, please have them call the office to set up an interview.

SPREAD “LOBBY MAGIC”
As we all know, this will be a slower time until late June. For any of you to make money, it will be VERY IMPORTANT to get out from behind the desk and greet guests in the lobby. Pass out stickers to the kids, welcome people to the hotel and make sure you introduce yourself as the Concierge. Be sure to mention that you are there to help them with any questions about the parks and you have tickets available for them. While we don’t want you to interrupt people that are eating in the breakfast room, you can stand near the entrance and greet people. We want each of you to acts as the hotel ambassador and spread that “lobby magic”!

DISNEYQUEST TICKETS
For those of you in the AGS locations that carry pre-activated DisneyQuest tickets, we can no longer order these tickets. The ones we have in our inventory are all we have left. Please do not order any additional tickets through the Supplies Request Form.

IMPORTANT PHONE NUMBER LIST
If you need to reach a manager, please look at the Important Phone Number List on the AGS Homepage. Use the leads as the first point of contact, then managers.

CREDIT CARD SLIPS
When chargebacks come in, we’re coming across a LOT of credit card slips (particularly from the Timeshare locations) that DO NOT have the information that we require on them. Remember, you must write what tickets were purchased (you can abbreviate) as well as the room number and ID # (so that we know you’ve matched up the ID with the card holder) on EACH credit card slip. This helps us win chargebacks when they are presented. This is ESPECIALLY important for those of you using the old (legacy) credit card machines.

CALLING IN SICK
We’ve had a lot of people out sick lately and you have no idea what a hardship this causes. We have to cover the desks no matter what, so please keep this in mind. We do keep track of all attendance issues and anyone with excessive call-ins will be reprimanded and/or terminated. Don’t forget that you MUST talk to a manager in person if you are sick – NO TEXTS, VOICEMAILS OR E-MAILS. If you are not feeling well in the evening and you are working an AM shift, call the MOD that evening. If they don’t answer, keep calling EVERY manager until someone answers. If you wake up sick, please call between 5:30 and 6 am to either Ana Maria Monday – Friday, or the MOD on Saturday and Sunday.

DISNEY INCENTIVE
From 4/3 – 4/30, you need to sell the most 3 day tickets and higher. The top 5 revenue producers for these tickets will receive Disney Gift Cards valued at $300, $250, $200, $150, and $100. The next 20 people will receive a $50 Disney Gift Card. Let’s push for 3 Day or higher Disney tickets! And remember, if you add Hopping or Water Park Fun & More it increases your revenue even more!

NEW AGS POS TRAINING
We are going into a testing phase of our new POS starting next week. It will begin on Marc’s VIP team and then proceed from there. Check WTW for your training class.

PRE-ACTIVATED CONVENTION TIX
We still have a handful of pre-activated Disney Convention tickets at Radisson Celebration, Embassy Suites, StayBridge and Sheraton LBV if you need them.

DISNEY AFTER HOURS EVENT
We still have some tickets available for next Thursday’s Disney After Hours event. You and a guest can go as early as 4 pm, but the actual event is from 11 pm – 2 am. This is when they clear out the park and allow only those who have these special event tickets to stay and enjoy free ice cream and soft drinks and all of the major attractions with no waiting! The deadline to RSVP is NOON Monday, 4/18. No other requests can be honored after 12.

DISNEY WATER PARK TICKETS
Many of you are asking about the “Block Out Dates” on the Disney Water Park tickets. All tickets in our CURRENT inventory are valid and can be sold through May 27th. Starting May 28th, it will be a “PEAK” season ticket. On May 28th, we will be swapping out all inventories and replacing it with the PEAK season tickets which will be valid through 8/28.

ORLANDO CITY SOCCER
The next home match will be Sunday, 4/17 against the New England Revolution at 3:30 pm. We still have 8 company seats available – Section 101 Corner Level Pricing. If you sell ANY of these seats, you will get an additional $10 in commission!

UPCOMING EVENTS IN ORLANDO
Here are a few of the events we can sell through TickPick: 4/15 – Arsenio Hall & Joe Piscopo; 4/21 – Emeril Lagasse; 4/23 – Steve Martin & Martin Short; 4/23 Sister Hazel; 4/24 – Ciara. We can also sell Orlando Pride, Orlando Predators, Miami Heat, Tampa Bay Rays, and Tampa Bay Lightning tickets!

Employee Notes: Happy Birthday to Dan on 4/16 and Carlos J. on 4/22! Congrats to Izzy for 3 years on 4/19!

There seems to be a lot of false rumors out there regarding our new relationship with Expedia, so we need to clear a few things up. First of all, this NOT A MERGER, BUYOUT, or anything like that. Expedia uses 3rd parties to run their desks in many of the cities that they are in and we will begin to do that at some of their locations here in Orlando. We in turn will begin using their POS in a handful of our locations. Nothing else is changing. All of our locations WILL REMAIN AGS DESKS, with AGS employees, uniforms and standards. The new desks we will be taking over will remain Expedia desks, with their current uniforms and standards, although the people working them will be paid and employed by AGS. So in essence, there will be no visible changes to any guests or hotel management. Everything will be the same, other than possibly using a different POS system. This partnership will help both companies add new products, hopefully get better rates on current products and allow everyone to make more money, including you all making more commissions!

DISNEY “REGULAR” THROUGH 5/26
Don’t forget that we are now in REGULAR season for all ONE DAY DISNEY TICKET SALES. This continues through May 26th. When printing ONE DAY HOPPERS, you must also click on the correct time period, so be sure to click in “REGULAR” for One Day Hoppers as well.

5th DAY FREE – HOPPERS/PREMIUM
Again, we are not offering a 5th Day Free on the 4 Day BASE ticket anymore, but we ARE offering it on 4 Day Hoppers or Premiums. If you offer this to someone that is buying a 4 Day Hopper, be sure to put it in as the POS as a 5 Day and edit the price using the pencil down to the 4 Day Hopper price. The ONLY exception to this rule is those that have toured at Vistana and are getting the VIP price. On these tickets only, you can give a free day on the 4 Day Base ticket. When doing this, again, you must enter it in the POS as a 5 Day Base ticket and edit the price down to the 4 Day Base price.

DEPOSIT PROCEDURE REVIEW
Rick and Linda open the deposits on a daily basis and would like to have you all help them with some issues to make their lives easier. Please make sure you do the following: 1) Staple log sheets and all necessary reports – back-to-back; 2) Credit Card receipts – They must all signed by the guest and put in ascending order, with the detail report on top and the Batch Settlement on the VERY TOP. All receipts MUST BE STAPLED together as a unit. If the name of your hotel doesn’t match what’s at the top or your slips, you MUST WRITE the correct name at the top of your Settlement Slip – NO EXCEPTIONS. 3) Print your name, the correct date, location name (be specific for example Rad LBV or Rad Cel), AM or PM shift, so it can be read easily in the MIDDLE of the front of the envelope. DO NOT: Staple credit card slips to the log sheet; Use red ink pens – they are for office use only; Staple credit card slips to vouchers; Tape envelopes from corner to corner – leave a little room at the corner please so they can be ripped open at the office. Thank you!

DISNEY INCENTIVE
From 4/3 – 4/30, you need to sell the most 3 day tickets and higher. The top 5 revenue producers for these tickets will receive Disney Gift Cards valued at $300, $250, $200, $150, and $100. The next 20 people will receive a $50 Disney Gift Card. Let’s push for 3 Day or higher Disney tickets! And remember, if you add Hopping or Water Park Fun & More it increases your revenue even more!

UNIVERSAL 3RD DAY FREE ENDING
Keep in mind that the last day to print and sell the 3rd Day Free on Universal tickets will be April 12th. Anyone that has tickets by that date will be able to use them through 5/31, but all portions of the ticket must be used entirely by 5/31.

SECRET SHOPPERS ARE OUT
We want to remind everyone that we have secret shoppers out on a regular basis, posing as tourists, renting cars, and buying tickets. They will be checking for honesty, following proper procedures and recording transactions correctly. We will be firing any one not recording transactions correctly – like we have in the past – including leads.

DISNEY WATER PARK TICKETS
Many of you are asking about the “Block Out Dates” on the Disney Water Park tickets. All tickets in our CURRENT inventory are valid and can be sold through May 27th. Starting May 28th, it will be a “PEAK” season ticket. On May 28th, we will be swapping out all inventories and replacing it with the PEAK season tickets which will be valid through 8/28.

ORLANDO CITY SOCCER
The next home match will be Sunday, 4/17 against the New England Revolution at 3:30 pm. We still have 12 company seats available – Section 101 Corner Level Pricing. If you sell ANY of these seats, you will get an additional $10 in commission!

LEGOLAND AND WATER PARK
The water park is open daily until 4/10, and after that it will ONLY BE OPEN ON FRIDAYS – SUNDAYS through 5/15.

UPCOMING ORLANDO MAGIC GAMES
Miami Heat, 4/8 – Black Game; Milwaukee Bucks, 4/11 – Silver Game.

UPCOMING EVENTS IN ORLANDO
Here are a few of the events we can sell through TickPick: 4/15 – Arsenio Hall & Joe Piscopo; 4/21 – Emeril Lagasse; 4/23 – Steve Martin & Martin Short; 4/23 Sister Hazel; 4/24 – Ciara. We can also sell all Spring Training Baseball games!

INCENTIVES
Orlando Magic Monthly – Sell 15 – Get 2 Terrace Level Game tickets; Sell 30 – Get 4 Chase Club Level Game tickets.

Employee Notes: Happy Birthday to Karl on 4/14 and Steve H. on 4/13! Congratulations to Erika for 3 years on 4/15, Carlos for 4 years on 4/11, Florence for 7 years on 4/14 and Anne N. for 2 years on the same date!