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!