Part of the way to become a good sales person is to ASK QUESTIONS! Not only discovery questions like “Where are you from? Have you visited before? What parks are you interested in visiting? Do you have any children with you? What are their ages?” but you need to also ask questions that lead to more upgrades. If a guest asks for Sea World tickets, you should always say “Would you like to add Aquatica and Busch Gardens for an additional $24? If you do this, you will be saving $132 over buying them separately”. The normal one day price for Sea World is $95. The SW/BG/AQ combo is $119 + tax. This is SO IMPORTANT because just today we had someone buy Sea World yesterday and come back to buy Busch Gardens TODAY! They were very upset when they found out they could have bought a COMBO but weren’t told about this. Make these questions a part of EVERY pitch!
GIVE PARK HOURS FOR TICKETS SOLD
Another guest issue we’ve had is our staff NOT TELLING guests when parks close, particularly when they close early for HHN or MNSSHP. Before selling tickets to the Magic Kingdom or Universal, be sure to check the closing hours. If it’s the day of an event, MAKE SURE YOU TELL THE GUEST THAT THE PARK WILL BE CLOSING EARLY.
MANDATORY MEETING VISTANA TEAM
There will be a MANDATORY 1 hour meeting on Tuesday, 10/27 from 3 – 4 pm at SVR in the Hibiscus room for ONSITE team members only. If you are working or have worked at either SVR or SVV, you are required to attend. The managers will be staffing the desks during this team. Questions? Please e-mail Armando.
UNIFORMS
We have new shirts in. If you do not have the proper size or never got your shirts, please call the office to set a time to come by. Also, please make sure you are wearing your nametags at all times.
CALLING OUT SICK
We want all of you to know what a hardship it is when you call out sick. Please do not take advantage of us. Only call out if you are truly sick. If you wake up sick, we are changing the policy to NOT call out more than 1 ½ hour before the start of your shift. If you are working a PM shift, call as soon as possible. Remember, you must TALK to a manager – NO VOICEMAIL, NO TEXTS, NO EMAILS. If you do not talk to a manager, you will be considered a No Call/No Show and you will be terminated.
SECURITY – SAFES / DEPOSITS
We have had 3 situations this week where safes have been left open, banks have been left on desks, and deposit envelopes have been left out. Please double check everything before leaving the location to make sure everything is properly locked up and secured. Thanks!
MICKEY’S VERY MERRY XMAS PARTY
We will be carrying MVMCP Hard Ticket (Pre-Activated) inventory for the following dates: 11/8, 11/10, 11/12, 11/13, 11/15, 11/17, and 11/19. These are located in the POS in Miscellaneous Special Events. Our HARD tickets for these dates will be valid EVEN if it’s SOLD OUT. As was with MNSSHP, when these dates are past, we will still be able to sell the additional dates through an AGS Manager as long as the event date is not sold out.
ANSWERING PHONES
The phones must be answered. Even if you are with a guest, please excuse yourself, answer the phone and ask “Can you hold please?”. We are getting too many complaints about the phones not being answered and getting kicked back to the operators. So please do your best to answer them.
REFER ALL GUESTS TO OPC FIRST
Don’t forget that before selling tickets, you MUST send all guests to the OPC first. Ask them if they’ve heard about the special offers and let them be pitched first. We MUST adhere to this policy to maintain our relationship with our timeshare partners.
ORLANDO EYE CLOSED
The Orlando Eye is still down. Please do not sell tickets to guests for that attraction until further notice. We will send out a message as soon as we find out it’s back up for good.
READ EACH TICKET OUT LOUD
We are having far too many careless mistakes made. Many of these mistakes could be avoided by reading EACH ticket out loud to the guest as you pass them over. In ONE DAY, we’ve had guests getting BLANK Disney shells, and guests who paid for Universal PTP tickets and have received BASE tickets. Please be more careful. Remember, you must get to the “Congratulations” page for Disney and be able to “Print Guest Copy”.
BATCH OUT CREDIT CARD MACHINES
We still have a lot of deposits coming in without the credit card sales being settled. Please call a lead if you are unsure of how to do this.
MICKEY’S NOT SO SCARY – MNSSHP
All remaining dates are SOLD OUT. We cannot sell any additional tickets.
HALLOWEEN HORROR NIGHTS
The 2 Day PTP Combo w/HHN is the best profit ticket so push it! Remember, this ticket does not include Saturday nights. If a guest ONLY wants a 1 Day admission to Universal with HHN, sell them the 1 Day Ticket and have them upgrade at the park for HHN.
INCENTIVES
Discovery Cove – From 10/23 – 11/30, sell a minimum of 10 and receive DOUBLE commission retro to the first one sold.
Employee Notes: Congrats to KB for 1 year on 10/24, Kelci for 5 years on 10/28, and Rick S. for 25 years on 10/29! Happy Birthday to both Karina and Janette on 10/27!