August 17, 2018 – Volume 27.32 – BE A “HOTEL AMBASSADOR” – SPREAD “LOBBY MAGIC”!

We can’t stress how important it is to be proactive and ENGAGE with guests.  What does this mean?  When you have no one at your desk, you should be actively engaging with your guests in the lobby and/or breakfast area.  Pass out stickers to the kids.  Engage in a conversation with them!  Let them know you are the Concierge and you are there to help them!  Offer them coupons for area restaurants and park maps.  I will give you an example of how well this works.  The sales at Embassy Suites has been below budget for quite some time.  So we started putting Lori there.  Lori is constantly walking around the lobby talking to guests, passing out candy to the kids, and engaging in conversations with them.  Since she’s been there, the GM has gotten a lot of great comments, our sales have increased and Lori’s CHECK has increased.  She is the perfect example of what all of you need to do to get the same results.  Try it!

 

MICKEY’S NOT SO SCARY HALLOWEEN PARTY (MNSSHP)

Friday, August 17th marks the FIRST night for MNSSHP.  For those of you who weren’t here in previous years, this is a specially ticketed after hours event that we sell at the Magic Kingdom.  The event usually starts at 7 pm, but guests with our tickets can enter as early as 4 pm.  There is trick-or-treating for the kids with candy stations throughout the park, a special Boo to You Halloween parade, and the Hallowishes Fireworks show.  Costumes on kids are allowed, but please check the webpage for restrictions.  Remember to check your Magic Kingdom hours because if there is a MNSSHP event, the park opens 1 hour earlier, BUT CLOSES AT 6 PM!  Here is more information about new stuff for 2018 as well as what attractions are open during the event:

A New Spin on Spooky
New in 2018, delight in twists and treats at some beloved attractions! Discover a fresh spin on the Mad Tea Party, featuring new lighting and effects. On Pirates of the Caribbean, join some rookie pirates in their search for “Gunpowder Pete.” And on Space Mountain, hurtle through deep space with a new soundtrack.

Attractions Open During the Event
Enjoy access to dozens of beloved attractions during Mickey’s Not-So-Scary Halloween Party, including:

Main Street, U.S.A.

Adventureland

Frontierland

Liberty Square

Fantasyland

Storybook Circus

Tomorrowland

 

PLEASE BE VERY THOROUGH WHEN EXPLAINING TICKETS – READ THEM OUT LOUD AS YOU PASS THEM OVER

Guys, we continue to have guest issues because the tickets are not being explained well.  When selling Disney tickets, please make sure you give the guest a map and CIRCLE the parks that are included so they are perfectly clear.  We just had a guest show up at Universal Studios with Hollywood Studios tickets.  If they are purchasing partial day Convention Tickets, you must make sure they are PERFECTLY clear that they will NOT be able to enter the park until After 1 pm or After 5 pm depending on the ticket purchased.  For all multi-day or multi-park tickets, you MUST tell the guest how long they have to use the tickets.  I’ve mentioned this many times, but here it is again:  DISNEY – 14 DAYS; SEA WORLD – 14 DAYS; UNIVERSAL 7 DAYS.  When selling Sea World tickets, please be VERY CAREFUL and explain to guests the difference between Sea World with a Meal, and Sea World with All Day Dining.  We’ve had several situations happen recently with these tickets.  Remember, Sea World with Meal is only ONE meal including a non-alcoholic beverage, and entree, and a side at select locations.  The All Day Dining gives unlimited snacks, non-alcoholic beverages and food throughout the day at many locations.  Make sure you make your guest VERY CLEAR about this when handing the tickets over.  Many people expect the parks to be open until 10 or 11 pm year round, and they don’t realize that in the slower season, they may close at 6 or 7 pm.  This is especially important with the Magic Kingdom whenever there is a MNSSHP event.  The park will be opening 1 hour earlier at 8 am on these dates, but closing at 6 pm.  

 

DISNEY SEASONS – VALUE FROM 8/27 – 8/31

Make sure you are keeping an eye on the Disney Seasons for all One Day Ticket sales.  We remain in REGULAR season for now, but the last week in August drops to VALUE (from 8/27 – 8/31).  Please be sure to check your calendar before quoting any prices.

 

MANAGER’S CELL PHONE NUMBERS

Please do not give a guest a manager’s cell phone number without the permission from that manager.  Many times we are in meetings or we will not answer the phone if we see an unknown number coming up on caller ID.  If a guest has an issue and they want to speak to a manager, please have them call the office and we will direct them to the appropriate manager.  If it’s urgent, YOU call the manager and give that manager the details of the situation before having the guest talk to the manager.  There’s nothing more frustrating than getting a call from someone you don’t know and having them yell at you without being aware of the situation.

 

CHAIN OF COMMAND

As managers, we love you all and would like nothing more than to talk to each one of you for hours on end.  However, many times we have meetings, appointments, conference calls, e-mails to answer, or we may be dealing with an irate guest on the phone.  So we have a lot going on.  With that said, please make your Team Lead the first point of contact for any issues you may have.  They are getting paid more to assist you and that’s what they are there for.  If it’s something more major, please contact your Team Manager.  If they cannot resolve it for you, then move on to Rick or Armando.  So that’s the order you should use 1)  Leads; 2)  Team Manger; 3)  Rick or Armando.  Thank you!

 

INCENTIVE CORNER

Keith has started posting all of the Incentives on the When to Work Bulletin Board for all of you to keep up with.  So please look at it on a regular basis.  Here are the current incentives:

Planet Hollywood – From Monday, August 6th thru September 9th
-Referral cards redeemed at Planet Hollywood during lunch hours, 11am – 4pm, will receive $2 per person  -Referrals after 4pm will remain at $1 per person  -2 winners per week for the most lunch referrals and the prize is a $50 Planet Hollywood gift card  -Minimum of 15 referrals to qualify  -Grand prize winner at the end of the contest will receive a $150 Planet Hollywood gift card and a Planet Hollywood Leather Jacket,

Sea World – From May 28th to September 3rd you will receive 1 Raffle Ticket for every 10 Multi-Park tickets you sell.  Multi-Park tickets are:
-Two Park Ticket  -Three Park Ticket  -Unlimited Visit Ticket  -Two Park Ticket with 2x All Day Dine
-Three Park Ticket with 3x All Day Dine
Each Raffle Ticket will give you 1 chance to win a pair of Howl-O-Scream VIP tickets including Front of the Line Access and dinner! Winners will be announced after September 3rd.

Boggy Creek – Only those of you who attended one of the training sessions are eligible. Earn double commission on every Boggy Creek ticket you sell from
8/16 – 9/9.
To qualify for double commission you MUST:
1) have attended one of the 30 minute training sessions on 8/15. AND
2) you MUST use your two free admissions before the end of the double commission period (9/9)

 

AGS HOSPITALITY TRADE SHOW

Make sure you RSVP for the AGS 2018 Summer Trade Show at Sea World’s Ports of Call!  It will be held Monday, September 10th from 12 Noon  – 5 pm.  There are almost 50 of our partners that will be there for you to visit with and learn about, as well as food, drinks and raffles!  Here is the link to RSVP:  https://ags2018.eventbrite.com.  Please encourage ALL of your friends in the Hospitality Industry to attend, including your friends at the Front Desk, Timeshare partners, Bellmen, Valet parkers, and more to attend!

 

LEGOLAND

Let’s keep working on getting our Legoland sales up!  Legoland offers the HIGHEST commission on any single day admission ticket.  Remember, you should not offer the BOGO’s unless a guest mentions the Free Child offer, or if they are in a Timeshare Resort or doing a tour.  Don’t forget about the Free Shuttle!  Also, during the month of August PARKING IS FREE, so the guests you sell tickets to will be able to save even MORE money!

 

EMPLOYEE NOTES:

Happy Birthday Rafael C. on 8/21, Genesis D. on 8/27, Sandra R. on 8/26, Nicky T. on 8/24, Sheena J. on 8/17, Raul R. on 8/20, Yaquelin R. on 8/28, and Michelle V. on 8/22!  Congrats to Rocky D. for 1 Year on 8/28, Ann N. for 9 Years on 8/27, and David M. for 3 Years on 8/22!