For all of you to be successful over the next few weeks, you will need to focus on engaging with as many guests as possible. What does this mean? Get out from behind the desk and mingle with guests in the lobby. We want you to act as the “Hotel Ambassador”, smiling, and greeting guests in the lobby. Make sure you introduce yourself as the Concierge, and let them know you are there to assist them any questions they may have. Let them know you have restaurant specials and coupons. Offer stickers to the kids. Once you get them to the desk, use the Fun Guide to help them Vacation Plan. And don’t just focus on the major parks! Remember your 90 day goals and try to fit in as many of the smaller attractions as you can. Remember, you make more commission on many of these smaller attractions than you do on a 1 Day Disney or Universal ticket!
SEA WORLD SALES
We really need to pick up the pace on our Sea World sales. Sea World is one of the best ONE DAY PARKS to sell because it’s got something for the entire family – four roller coasters for the thrill seekers (more than any other park in Orlando), great shows for parents and the whole family, Shamu’s Happy Harbor for the young kids, and tons of animal interaction experiences. Plus there are a LOT of great deals on Sea World tickets, especially when adding Aquatica and Busch Gardens and All Day Dining packages. Use the “All Day Dining” descriptions that are in the Dining Guides that we’ve provided you as a sales tool to upgrade your tickets. The commission on Sea World tickets is some of the highest for a ONE day theme park! Also, the Discovery Cove ONLY offer continues through May 25th. 
DISNEY / UNIVERSAL CALENDARS
Please make sure you look CAREFULLY at the Disney and Universal calendars before selling and printing ONE DAY TICKETS. Disney is going through a lot of changes: Value: 4/27, 4/30 – 5/3; Regular: 4/28 – 4/29, 5/4, 5/7 – 5/11, 5/14 – 5/18, 5/21 – 5/24; Peak: 5/5 – 5/6, 5/12 – 5/13, 5/19 – 5/20, 5/25 – 5/31 (basically Regular Mondays – Fridays in May and Peak Saturdays and Sundays except for Memorial Day week). REMEMBER TO ASK YOUR GUESTS “WHAT DAY WILL YOU BE VISITING THE PARK?” BEFORE QUOTING ANY PRICES, MAKING ANY SALES OR PRINTING ANY TICKETS. Universal will basically be mirroring Disney with “Value” tickets Monday through Fridays in May, and “Anytime” tickets on Saturdays and Sundays except for Memorial Day week.
90 DAY MINIMUM PERFORMANCE STANDARDS
Some of you are really taking a negative view of the Quarterly Goals instead of embracing them and working your hardest to achieve them. Of course you may not achieve every one of them, but we expect you to try your hardest and at least reach 80% of them. The managers are reviewing the First Quarter performances with all of you just to let you know where you stood. We know that you didn’t have a full 90 days to reach them, but this is an opportunity to see what you can improve on. These performance standards give you an opportunity to sell things that you may not have in the past. It helps you to learn about them. And we don’t thing asking you to sell TWO TICKETS over a 90 day period is unreasonable. Of course we don’t want you to sell Ripley’s over a 3 Park – 3 Day Park-to-Park Universal ticket. Obviously we want you to sell the high profit tickets and make more money! But we DO want you to be creative to sell things that you may not have. Instead of offering $20 off a multi-day Universal ticket or 3 Day or higher Disney ticket, throw in Ripley’s, Gatorland, or one of the other smaller attractions for free. Reach out to your leads or your Team Manager for more tips on selling these smaller attractions.
WORKING ADDITIONAL LOCATIONS
We are working our hardest to make sure all employees do not work only 1 location. We want everyone to work at least one shift at another property outside of their normal location. And this is done with a couple of exceptions (all Spanish speaking locations, etc.) This is an effort to not only be FAIR TO EVERYONE, but also to give every employee an opportunity to have good shifts. Sometimes a hotel is full of groups for a week or has a low occupancy, so this gives everyone a chance to at least have one good shift elsewhere.
MAKE SURE YOU PRINT VOUCHERS – DON’T ONLY GIVE RECEIPTS
We’ve had several situations where guests are showing up at various attractions (Boggy Creek, Kennedy Space Center, Wild Florida) without an actual voucher and are just giving receipts. Remember, for those of you on Activity Link, after you complete the payment you must click “Reprint” at the bottom of your screen to produce a voucher that the guest presents at the attraction. We just had a situation like this today for Kennedy Space Center where a guest showed up with a receipt instead of the actual voucher and they were very angry that they had this inconvenience. Again, if you are unsure of how to process these transactions, please reach out to your lead.
DISNEY FREE WATER PARK – 2 OR 3 DAY TICKETS
The Free Water Park on any 2 or 3 Day Disney ticket continues through June 29th. Guys, you MUST print the correct ticket. We’ve had a couple of situations where guests were given the regular 2 or 3 Day tickets and it’s caused major problems because they didn’t get the Free Water Park as promised. Please be very careful with this and make sure you are choosing the ticket with the FREE WATER PARK included. Also, the 3 Day tickets CANNOT be discounted because the offer is to buy a 3 day at the FULL PRICE and get a Free Water Park. If the guest wants the $20 off online match, they you will have to print the regular 3 Day Tickets without the Free Water Park.
UNIVERSAL – BUY 3 DAYS GET 2 DAYS FREE
There still seems to be some confusion on these tickets. First of all, remember the guest MUST pay the price of a 3 DAY TICKET to get the special promotion ticket for 5 days. They can pay for either a 2 Park 3 Day ticket or 3 Park 3 Day ticket. For those of you in gifting, if you don’t see the 2 Park 3 Day PTP ticket, you can print the 2 Park 7 Day PTP EPA gifting ticket instead of the 5 Day Promo ticket. The same goes for the 3 Park 3 Day PTP ticket. You can print the 3 Park 7 Day PTP EPA Gifting ticket instead. Also, the online price for the 2 Park 5 Day Base ticket is $45 per day, which comes out to $225 + tax = $240. We CAN match this online price.
LEGOLAND BOGOS
We still have some errors being made on selling the Legoland BOGOS out of the “Touring” Gifting store. First of all, the BOGO’s should not even be mentioned because you make LESS commission on the BOGO tickets than you do on the REGULAR tickets. However, if it you are in Gifting, or it will save a sale and keep the guest going to the park, we will allow it. Remember, this BOGO is for “Buy an Adult at FULL Price, Get a CHILD free” so you CANNOT discount these tickets. And it must be an EQUAL NUMBER OF ADULTS AND CHILDREN. If not, you MUST print any additional tickets out of the “Guest Service – Non-Touring” store. Here’s an example: A guest has 3 Adults and 2 Children. You talk to them about Legoland and they mention they saw an offer for Kids Free. You will then go to the POS and CHARGE FOR 2 BOGOS AND 1 REGULAR ADULT LEGOLAND (not BOGO). You then go into the “Touring” store and print 2 Adults and 2 Kids Free tickets. You LOGOUT of the “Touring” store, LOGIN to the “Non-Touring – Guest Services” store and print 1 Adult REGULAR ticket. If you don’t process the transaction correctly this way, you will be charged for the difference.
NEW HIRE ORIENTATIONS
For those of you that are new hires, you are scheduled to attend a MANDATORY ORIENTATION this Thursday, May 3rd from 3:30 – 5:30 pm at Moonfish on Sand Lake Road. We will be going over all company policies and benefits and dinner will be served. All of you are EXPECTED TO BE THERE. Thank you!
EMPLOYEE NOTES:
Congratulations to our newest promotions: Fabian Caldera on the VIP Team and Kaeley Rodriguez on the Gifting Team! Both Fabian and Kaeley do an outstanding job and represent AGS will with their hard work, loyalty, dedication, sales and great Guest Service skills. Please congratulate them and give them the support and respect that they deserve. Happy Birthday to Amaury C. on 4/24, Lisette M. on 4/25, Omar R. on 4/26, Brenda R. on 4/25, Colleen G. on 4/28, and Carlos L. on 4/21! Congrats to Mike B. for 2 Years on 5/4, Bev H. for 1 Year on 4/24, Rich M. for 8 Years on 4/26, Laura M. for 2 Years on 5/2, Robert M. for 2 Years on 4/27, and Jorge R. for 2 Years on 5/4! Please welcome David Hernandez, Berty Maier de Biedma, Jayleon Pickles, Meibys Reyes, and Brock Vila to the AGS Team!