We need to refocus our attention on giving great service to every guest! How can we do this? We want each of you to act as the HOTEL AMBASSADOR.  Get out from behind the desk and greet people in the lobby. Don’t wait for them to come up to you. Give everyone in the lobby a FRIENDLY SMILE, greet them and introduce yourself as the Concierge. Let them know you are there to help them with any questions they may have about the area and the attractions. Be sure to give a FunPak to every guest, and offer coupons to area restaurants that are on our approved vendor list. When you make a sale, be sure that the guest understands the entitlements – what parks are included and how long they have to use the tickets. Lastly, be sure to “THANK” the guest, give directions to whatever attraction they go to, and to come back and give you feedback to let you know if they enjoyed the park or attraction. We want each of you to make this a part of your daily routine. We want to get GREAT COMMENTS about each of you from Trip Advisor and the hotel comment cards!

FOCUS ON HIGH PROFIT TICKETS
Why is it that someone can sell $10,000 in tickets and make $200 in commissions, while someone else sells $10,000 and makes $65? Because of the types of tickets sold! If you sell all 1 Day Base Disney and Universal tickets, you can do a lot of sales, but not make any money. That’s why we want all of you to focus on high profit tickets! No one should walk away from your desk with a 1 Day ticket without knowing about all of the other options available. If they want Sea World, you should mention Aquatica and Busch Gardens on the combo tickets, and also Discovery Cove because it includes Sea World and Aquatica. These are the tickets that you make the most money on: Universal 2 Day PTP and higher, Disney 4 Day and higher with at least 1 option, ALL SEA WORLD products, Legoland, Blue Man Group, Dinner Shows and Cirque, Sporting Tickets and Grayline .

MICKEY’S VERY MERRY XMAS PARTY
All remaining nights must be booked through an AGS manager. There are NOW TWO PRICES in the POS – 1) Advance Purchase and 2) Same Day, Fridays, 11/29 and 12/17. Please be VERY careful when quoting prices and be sure to look at the dates. Again, SAME DAY BOOKINGS AND FRIDAYS ARE HIGHER PRICED (AND 11/29 AND 12/17). December 18th is SOLD OUT.

PASSWORDS – DO NOT SAVE!
The reason we have passwords is so that people can’t go on to our computers, homepage, or ticket stores. Some of you are SAVING your passwords which makes NO SENSE! Please DO NOT save your passwords for ANY sites on the computer. Also, computer, key box codes and safe codes are NOT to be shared. Why do some of the OPC’s know our codes? If you give them out and something comes up missing, YOU will be responsible for the cost of anything that may come up missing!

REFUNDS – APPROVAL – DOCUMENT
Any unusual refunds (this means NOT Vacation Village or other normal gifting OPC refunds) MUST be approved by a manager. Also, you MUST give a DETAILED explanation about the refund on the log sheet and have the guest SIGN the log sheet for the refund. Any refunds NOT approved by a manager or documented properly will be charged back to the employee.

SHIFT CHANGE
If you are working an AM shift that has a PM shift following, you CANNOT leave until the PM person is there! This week we had a PM shift uncovered because the AM shift left without the PM person there and it was never covered. Please call the office or a manager if you are working an AM Shift and the PM person isn’t there on time. Usually they might be running a little late, but DON’T LEAVE!

MISTAKES – VERY FRUSTRATING
Once again, we had an irate guest this week that spent 2 hours at Guest Relations at Universal because they got 7 Day Base Gifting tickets instead of 7 Day PTP. How can this continue to happen? Not only did we have to refund $800, but this guest wants to be compensated for the time that they lost at Guest Relations. This would have been avoided if the tickets were READ OUT LOUD to the guest! We cannot continue to take losses like this for employees that continue to refuse to follow procedures.

GIFTING SIGNATURE LOGS
For any Visa cards, please just write “Visa” on the signature log and wait until the end of your shift to write in the amounts. You can pull the activations off your Visa report and copy them down. We do not want the guests to see what each other are getting.

PLANET HOLLYWOOD CLOSING
Don’t forget that Planet Hollywood will be closing for renovations on 1/6/16 and isn’t expected to re-open until June.

ORLANDO MAGIC TICKETS
We have 2 home games coming up: 11/27-Bucks and 11/29-Celtics. You make GREAT commission on these sales so suggest them to your guests!

ORDER HARD TICKET INVENTORY
When you get low on any pre-activated tickets (Disney Water Parks, DisneyQuest, Convention tickets, or I-Rides), please be sure to order them through our Supplies Request Form to have them delivered.

INCENTIVES
Discovery Cove – From 10/23 – 11/30, sell a minimum of 10 and receive DOUBLE commission retro to the first one sold.                                                                                                                 Orlando Magic Monthly – Sell 15 – Get 2 Terrace Level Game tickets; Sell 30 – Get 4 Chase Club Level Game tickets.                                                                                                                                   Fun Spot – From 11/1 – 12/31, AGS as a team must sell a minimum of 300 tickets. If we sell 650, we will all get a team party at Fun Spot! Let’s really push for this!

Employee Notes: Congrats to Karen for 9 years on 12/1! Happy Birthday to Janice on 11/30, Brian Ellis on 11/29, and Laura our Controller on 12/3!