We’ve already noticed somewhat of a decline in sales. With the slower season coming upon us, it should give you MORE TIME to spend with each of your guests. First of all, be sure to get out from behind your desk and greet guests in the lobby. Pass out stickers to the kids. When you have a guest at your desk, instead of just selling what the guest asks for, you should be using your itinerary planners to help them vacation plan. Always start with Discovery Questions like “Where are you from? How long will you be staying with us? How many in your party? What are the ages of your children? Have you visited Orlando before? What parks are you interested in? Do you have dinner plans?” All of these questions should help you determine not only what parks and tickets will be best for the family, but what is going to make YOU the most money! Write down your suggestions in the itinerary planner and be sure to show the savings available by purchasing multi-day and multi-park tickets. Don’t forget to fill in the evenings with dinner shows (after recommending the hotel’s restaurant and amenities), BMG and Cirque. Most importantly, relate your PERSONAL experiences at the particular park or attraction. Even showing personal pictures of your visits will help give you credibility. If you do this, you WILL see your commissions increase!

BUDGET YOUR MONEY
Again, we can’t stress enough how important it will be to set aside some of your money that your making now to get you through September. We don’t want to hear all of the complaints about it being slow and not having enough money!

NAMES ON TICKETS – MANDATORY
For those of you using the old AGS POS or ITicket, you MUST at least put the LAST NAME and first initial on all transactions and tickets! Some of you are getting lazy and only putting initials for both. We must have at least the last name in order to look up transactions if necessary. The same goes for Universal, SW and Lego tickets!

BE ON TIME
Some of you are falling into the habit of being 20 – 30 minutes late on a regular basis. We can understand this happening occasionally if there is an accident, but we will not tolerate those of you are late regularly. We have hotel management that calls us on a daily basis when you are late. We want all of you to know that we may be closing locations during the slow season. If we have to let anyone go, the ones that are late on a regular basis will be the FIRST on our list to terminate. We keep records of all of these attendance issues, so if you are late or call in all the time, you will be at the top of our list.  For those of you who are early or on time every day – THANK YOU!

DISNEY REGULAR SEASON!
Some of you are still printing PEAK tickets and charging for REGULAR tickets. When you do this, you will be charged the difference as this is a loss for AGS.

DAY OFF REQUESTS BY WEDNESDAY
Again, any day off requests received after Wednesday for the following week’s schedule will be denied. We are working hard to get the schedule out early so we can’t be changing it when these requests come in late. Thank you!

AGS/VIP/GIFTING – NEW BOGO TICKET
We will be offering a special Universal 7 Day Unlimited Kid’s Free special at all non-Premier locations. Basically for each FULL PAYING adult, we will give a kid’s ticket free! The kid’s tickets will be our OLD HARDTICKET FLEX TICKETS, which will be delivered to your location along with a disclaimer. Because these tickets are NOT VALID for Sea World and Aquatica and ONLY good for Universal, Islands of Adventure and Wet ‘n Wild, we need to have the guest sign a paper saying they understand that. These tickets must be inventoried and counted twice daily. When you do the transaction, you will charge $329 inc. taxes for the adults and give the hard ticket for the free kid. You will then print the 7 Day PTP w/Wet ‘n Wild EPA Gifting ticket for the adults.

ITICKETPOS ERRORS
You all are doing a great job on ITicketPOS, but there is one problem we are having consistently. When you close, you are asked “Cash in drawer”. This number will include your bank. Then you are asked “Cash in deposit”. This should ONLY be what you put in your envelope and should NEVER be the same as “Cash in Drawer”. If you are not depositing anything in your envelope, put “0”. Then your next day bank will calculate correctly.

NON PREMIER & NON VIP TEAMS ONLY
We have new Disney polos for you to wear on Sundays. If you work a location that is acceptable for these, stop at the office to pick one up.

DISNEY SUMMER INCENTIVE!
From 7/3 – 7/30, Sell 3 Day or higher MYW tickets! If we reach a company goal of $1.15 million, the top 5 sales people will receive Gift Cards in this order: 1st – $300, 2nd – $250, 3rd – $200, 4th – $150, and 5th – $100. In addition the next 10 will receive $50 Gift Cards and we will also be doing a raffle for a new $40” Flat Screen TV! !

BLUE MAN GROUP INCENTIVE
Round 1: 7/11 – 7/31. Remember, you have to sell at least 10 to be eligible for the Gift card, the Gift Basket and 2 Tickets!

STILL LOOKING FOR GREAT PEOPLE!
If you know of anyone who loves the parks, is responsible and dependable and can work ANYTIME, please have them call the office for an interview.

ORLANDO CITY SOCCER
The next home match will be Sunday, 7/31 against the New England Revolution at 7:30 pm. We have 12 company seats available – Section 101 Corner Level Pricing. You get an additional $10!

UPCOMING EVENTS IN ORLANDO
Here are a few of the events we can sell through TickPick: Guns & Roses – 7/29; Public Enemy – 7/30; Maxwell – 8/3; Miami Dolphins vs Atlanta Falcons – 8/25. We can also sell Orlando Pride, Orlando Predators, and TB Rays!

Employee Notes: Happy Birthday to Jose S. and Rick Piesko on 7/30! Congrats to Laura for 5 years on 7/30!

Some of you are doing a GREAT job on sales and your checks reflect that! Keep it up! Others are not doing as well as we hoped. We want all of you to look in the mirror and really evaluate if you are doing everything you can to get sales. You should be in the lobby greeting guests and passing out stickers to the kids. If a guest comes up and tells you they want to buy a 1 Day Disney or Universal ticket, you should NOT sell it until you explain all of the multi-day and multi-park options available. We have seen some of you be VERY LAZY and just sell what the guests asks for without doing this. Then the guest will come back angry when they want to go a second day to Universal and you didn’t tell them about the 2 Day ticket, or the fact that they have to have the PTP option in order to take the Hogwart’s Express. When selling Universal tickets you should ALWAYS mention Blue Man Group and offer a $10 discount if they buy them together. If someone is going to Disney Springs, you should ALWAYS suggest Cirque and DisneyQuest. ASK IF THEY HAVE DINNER PLANS AND SUGGEST DINNER SHOWS . If you have a guest going to the Orlando Eye, suggest Sleuth’s! It’s right next door and they can walk there and make a whole evening of it. These are the things you should be doing to get a better check!

PROFESSIONALISM
We want all of you to realize that there are eyes on you all the time – hotel managers, OPC managers, AGS and Expedia managers. You must present yourself in a professional manner. What does this mean? You should be attentive to guests in the lobby AT ALL TIMES. No playing games on the computers, no using your cell phones or texting while at the desk, no putting on makeup, no putting your head on the desk, slouching, or putting your feet up, no taking off your shoes at the desk, no eating, chewing gum or drinking at the desk (you may have water or coffee and drink discretely when no guests are at your desk). As a professional concierge you should be “ready to assist” at all times.

NO EATING OFF OF BREAKFAST BARS
We continue to have hotel managers complaining o us about some of you are eating off of their breakfast bars. This is FORBIDDEN and against company policy. While you may have a coffee, NO ONE is allowed to eat the hotel’s food. Please go through a drive-thru and eat prior to clocking in at work.

COMPUTER USAGE – DATA
At some of our locations, our internet provider charges us for data usage. We have to keep it to a minimum. There are to be NO playing of videos, games or downloading of any programs without the permission of a manager or lead. Not only does it use data, but it causes our computers to slow down, and many of them are slow enough as it is This will be monitored and anyone not adhering to this policy will be reprimanded and/or fired.

BENEFITS – 30 HOUR MINIMUM
A reminder that in order to maintain benefits, you must average a minimum of 30 hours weekly. This includes Health/Dental/Vision insurance, 401K and vacation pay. Working less than 30 hours will result in the loss of thesbenefits.

DAILY RAIN
Please make sure that you are advising your guests that in the summer, it rains everyday here in Orlando – usually any time between 1 and 6 pm. Make sure they know this so they can plan accordingly and they won’t come back asking for refunds.

 

ORLANDO BALLOON RIDES INCENTIVE                                          Experience this incredible Bucket List item for yourself and email Sales Manager Jacqui “Jax” Alberto (jacqui@orlandoballoonrides.com) to book you on your first flight complementary! When emailing please include the following information: Day and date of FAM, age, approximate weight, contact phone and work email. This immediate information is needed for booking all guests and will help expedite booking for your FAM experience.

• Sell your first 5 Orlando Balloon Rides and receive one comp ride for a guest to bring up with you on your FAM experience.
• For every adult booking that is made, 5 points will be given. Should you reach a total of 100 points, you will receive a complimentary flight certificate ($195.00 value) for your personal use or to gift to somebody special.
• New cancellation program: Being 100% weather dependent we understand there may be times that due to cancellations you may catch the refund blues! We want to ensure our loyal concierges still receive our gratitude for booking with Orlando Balloon Rides. In the event that you have to refund a client due to a weather cancellation, you will not lose your points acquired for that booking. Our way of saying we appreciate all of your efforts and thank you.
• Please make sure you are informing the Orlando Balloon Rides reservation agent that you are with All Guest Services.

Special offer for AGS guests! Complimentary hotel pick up is now available and must be booked at time of reservation. Please have your guests waiting outside lobby 15 minutes prior to pick up time.

AGS OFFICE CLOSED 7/23
Due to a power box being changed out in our building, there will be NO POWER in our offices on this day. This means no internet, phones, computers, A/C or anything. Please direct your questions/problems to the leads on this day. Cindy will be in the field and the MOD, and all of the other managers (except Keith) will be available on their cells if necessary.

CONVENTION TICKETS – QUALIFY
You guys make great commissions but again, you must make sure your guests are qualified. They (or their family) must be here on business in meetings or conventions. Disney does have shoppers checking on this.

AGS SHIRTS ARE IN
For AGS Team only – No VIP or Premier.

DISNEY SUMMER INCENTIVE!
From 7/3 – 7/30, Sell 3 Day or higher MYW tickets! If we reach a company goal of $1.15 million, the top 5 sales people will receive Gift Cards in this order: 1st – $300, 2nd – $250, 3rd – $200, 4th – $150, and 5th – $100. In addition the next 10 will receive $50 Gift Cards and we will also be doing a raffle for a new $40” Flat Screen TV! Sell 3 Days or higher!!! So far we are only at $485K through 7/20, so really try to get your guests to buy 3 days and higher!

BLUE MAN GROUP INCENTIVE
Round 1: 7/11 – 7/31. Here’s the leader board – Luis – 13; Jon G. – 6; Ann N. – 6; Mariana – 6. Remember, you have to sell at least 10 to be eligible for the Gift card, the Gift Basket and 2 Tickets to the show!

STILL LOOKING FOR GREAT PEOPLE!
If you know of anyone who loves the parks, is responsible and dependable and can work ANYTIME, please have them call the office for an interview.

ORLANDO CITY SOCCER
The next home match will be Sunday, 7/31 against the New England Revolution at 7:30 pm. We have 12 company seats available – Section 101 Corner Level Pricing. You get an additional $10!

UPCOMING EVENTS IN ORLANDO
Here are a few of the events we can sell through TickPick: Guns & Roses – 7/29; Public Enemy – 7/30; Maxwell – 8/3; Miami Dolphins vs Atlanta Falcons – 8/25. We can also sell Orlando Pride, Orlando Predators, and TB Rays!

Employee Notes: Happy Birthday to both Mike and Keysha on 7/23, Jorge R. on 7/24, Amanda on 7/26, and Antonio on 7/27! Congrats to George R. for 1 year on 7/26 and Roxie for 8 years on 7/29!

I hope you all had the opportunity to read the message sent through When to Work. You all have been hired to be professional Concierges. The job requirement is to SMILE, BE FRIENDLY, assist guests with ANYTHING they need, answer any questions they may have (and if you don’t have the answer, use all resources possible to find it), and to EXPLAIN AND SELL attraction tickets in a manner that will make the guests EXCITED about visiting the parks. If you don’t feel like you can do this EVERY day you work, then this job is not for you. We cannot afford to have people on our staff that jeopardize our relationships with our properties by “being bored and not motivated to help the guest”. Again, for those of you who continually “Go above and Beyond” for our guests and get great comments – THANK YOU!

BREAKS
The hours between 7 am – 11 am are NON-NEGOTIABLE. Everyone needs to be at the desk and ready to assist guests. There are to be NO BREAKS during this time. After that time, you may take a short break if necessary. Anytime you leave the desk, you should leave a PROFESSIONAL looking sign at the desk stating WHAT TIME you will return, NOT something vague like “Back in 5 minutes”. Remember if you work 6 hours or less, you do not get a lunch break. More than 6 hours we will allow you a ½ hour lunch or dinner break, however you MUST stay on property and eat in a designate break area out of guest view. Because we pay you for this time, you cannot leave so please be prepared and bring your lunch/dinner or have someone bring it to you.

HOW TO ANSWER THE PHONE
There seems to be a lack of consistency on answering the phone properly. Because you do NOT work for Expedia, here is how we would like EVERYONE to answer the phone: “Good morning. This is __________  your concierge. How may I help you?”

NO LEAVING EARLY
With this being our peak season, we cannot allow anyone to leave early. As long as there are people coming up to the desk, you should continue to service them because you are still getting paid for your hours. So if anything, you should stay LATER if necessary. We’ve had a couple of people leaving their shifts early without permission and this will not be tolerated.

SEA WORLD EZ TICKET ISSUES
EZ Ticket has been experiencing issues with different tickets printing out than what has been ordered. This usually can be corrected by using a different browser OTHER THAN INTERNET EXPLORER. Be sure to double check all of your tickets when handing them over to make sure they are what the guest ordered. If not, you can usually go into “Admin” and “Manage Orders”, pull up the tickets again in a pdf format and they should print correctly.

ONLINE PRICE MATCHES
You should NEVER be losing a sale for someone that mentions an online price! We will absolutely match any online pricing offered directly by any of the attractions, with the exception of 1 Day Disney and Universal. Yes we will honor the $20 off Multi-day PTP Universal tickets. And if a guest asks about the $69 offer for Sea World – YES! We will honor it! For those of you on ITicketPOS, the price ALREADY reflects this discount. The $79 price in the system includes tax and the service charge that matches the online price. For those of you on the OLD POS, you can edit the price to $69 before taxes.

VIP – PREMIER TEAM JACKETS
If you are on either of these teams, jackets are MANDATORY and need to be worn at ALL TIMES, not on the back of your chair. Not wearing a proper uniform will lead to reprimand and/or termination. Also, sleeves cannot be rolled up on any team!

NO CELL PHONE USE AT DESKS
Just a reminder that unless your hotel has no phone service, cell phones are NOT to be used at the desk. If you have an emergency or need to make a quick call on your cell, you must step away from the desk and go to an area out of guest view.

DAY OFF REQUESTS – DUE BY WEDNESDAYS!
Part of the reason our schedule gets posted so late is because we have the schedule almost done (4 different managers work on the schedule) and then we have last minute day off requests come in. To avoid this, effective immediately, in order for your day off request to be considered, it must be received by NO LATER THAN WEDNESDAY for the following week’s schedule.

DISNEY SUMMER INCENTIVE!
You all did so well on the Spring Incentive, we’re doing it again! From 7/3 – 7/30, Sell 3 Day or higher MYW tickets! If we reach a company goal of $1.15 million, the top 5 sales people will receive Gift Cards in this order: 1st – $300, 2nd – $250, 3rd – $200, 4th – $150, and 5th – $100. In addition the next 10 will receive $50 Gift Cards and we will also be doing a raffle for a new $40” Flat Screen TV! Sell 3 Days or higher!!!

STILL LOOKING FOR GREAT PEOPLE!
If you know of anyone who loves the parks, is responsible and dependable and can work ANYTIME, please have them call the office for an interview.

ORLANDO CITY SOCCER
The next home match will be Sunday, 7/31 against the New England Revolution at 7:30 pm. We have 12 company seats available – Section 101 Corner Level Pricing. You get an additional $10!

UPCOMING EVENTS IN ORLANDO
Here are a few of the events we can sell through TickPick: Guns & Roses – 7/29; Public Enemy – 7/30; Maxwell – 8/3. We can also sell Orlando Pride, Orlando Predators, and Tampa Bay Rays!

Employee Notes: Happy Birthday to Maria on 7/10, Tyreanna and Mackenzie on 7/12, Tammy on 7/14, Diana on 7/17, Maikel on 7/15, Mariana and Ana Maria on 7/16, and Rich on 7/19! Congrats to Susan for 12 years on 7/19!