We’ve been having a lot of issues with credit cards lately. Here’s what we need to do: if you have a card with a chip and you have a “chip reader”, the chip reader must be used. If the card declines, the screen will NOT read declined, so you must look at the slip closely. It will print a longer than normal slip and at the very bottom it will say “declined”. For Gift Cards, sometimes the balance on the card will not cover the sale, so you must check to see if there is a balance due. Also, if a card is DECLINED, never accept it, even if a guest says there is money on it and they call their bank, because their bank is usually a “friend” on the other line. DO NOT accept a declined card. Don’t forget that every slip must have these things written: tickets purchased, ID #, and room #.

WATER PARKS – CLOSURES
With it being the winter season, you must advise your guests that purchase ANY ticket that includes a water park that if the temperatures DROP BELOW 70, there is a possibility that they will close. Have them check the weather forecast and remind them that the tickets are NON-REFUNDABLE and they are buying them at their own risk. We CANNOT refund water parks that are purchased as part of a combo ticket! Also, DON’T FORGET TO TELL YOUR GUESTS THAT TYPHOON LAGOON IS NOW CLOSED AND ONLY BLIZZARD BEACH IS OPEN.

LEGOLAND CLOSED TUES & WED
Legoland is back to being CLOSED on Tuesdays and Wednesdays. As with all parks, check your calendars daily!

ORLANDO EYE CLOSED 1/4 – 1/13
Don’t forget that the Orlando Eye will be closed for scheduled maintenance from 1/4 – 1/13. Madame Toussads and the SeaLife Aquarium will be open as normal.

OUTTA CONTROL MAGIC SHOW AT WONDERWORKS CLOSED 1/11-1/18
They are closed to refinish their floors and will re-open for shows starting 1/19.

SET GOALS FOR THIS YEAR!

DISNEY CONVENTION TICKETS
Please make sure you are checking your Convention Tickets in inventory for the print dates. If they were printed PRIOR to April of 2015, minus them out of your inventory and send them to the office in your deposit envelope. Those tickets are expired. No other pre-activated tickets expire, including the Water Parks and DisneyQuest, so no need to send them in.

ROTATE TICKETS – SELL THE OLDEST FIRST
Along the same lines, please make sure you are looking that the PRINT dates on your pre-activated Disney tickets and you’re selling the OLDEST ones first. Always leave them on TOP. This should be done for Convention tickets, DisneyQuest and Water Parks.

NO CLOSING DESKS EARLY
Our desks have published hours at many of the hotels and resorts. While you can TELL your guests to come ½ hour before the closing time, you must continue to service them until the closing time. We are getting reports from Vistana that some of you are closing ½ hour early so you can leave on time. You cannot do this.

ALL HOTELS OPEN AT 7 AM
All locations open at 7 am. The only exceptions are some of the gifting desks and vacation home clubhouses. Please be ON TIME and be at your hotel at 7 am.

GIFTING TEAM MEETING 1/13
There is a MANDATORY Gifting Team meeting on Wednesday, 1/13 at 3:30. Location TBD. Please check with Cindy if you have any questions.

CODES CHANGING
We will be changing many of the location codes over the next week. Please call the office the DAY BEFORE your shift to see if your location has been changed.

READING GAZETTE IS MANDATORY
With a staff of 90 people, it is very important that you read all of the communications we put out – especially the Gazette and When to Work messages. This is the ONLY way we have to communicate to each of you important information in a timely manner. Please be sure to read all of this information.

SEND ALL GUESTS TO OPC’S FIRST
We are still getting complaints at some of our hotels and resorts that they are not getting all guests sent to the OPC first. Again, Vistana is the one complaining the most. If you have a guest approach your desk, please make sure they’ve first had a chance to talk to the OPC.

SMOKE IN DESIGNATED AREAS ONLY
You are NEVER to smoke in guest’s view, including in front of the hotel or behind the desk. This includes E-Cigarettes. This looks very unprofessional and will not be tolerated. Smoke breaks must be taken in a designated area out of guest’s view.

APPRECIATION PARTY 1/31
Everyone should have received the E-Vite for our 25th Anniversary Appreciation Party at the DP Center for Performing Arts. This will be a very special event and we would like to see as many of you as possible there. However, if you would like to stay back and work, we do have locations that will need to be covered – particularly the Vistana locations. Please let Cindy or Rick S. know if you would like to work. Thanks!

UPCOMING EVENTS IN ORLANDO
http://blog.tickpick.com/upcoming-events-in-orlando/. Here are some of the highlights: Ringling Bros and Barnum & Bailey Circus, 1/14 – 1/18; Paul Anka, 1/14; Macklemore &Ryan Lewis, 1/20; WWE Royal Rumble, 1/24.

INCENTIVES
Orlando Magic Monthly – Sell 15 – Get 2 Terrace Level Game tickets; Sell 30 – Get 4 Chase Club Level Game tickets.

Employee Notes: Happy Birthday to David on 1/10, Diane on 1/12, Carlos on 1/15, and Rick S. on 1/14! Congrats to Maribel for 1 year on 1/14 and Jon F. for 7 years on 1/12!

Here are some of the phone calls from irate guests that we’ve gotten this week, just to let you know what we have to deal with: Guests got Magic Kingdom tickets instead of Epcot; Guest paid for park hopping but got base tickets; Guests got BLANK SHELLS and got to the gate with a confirmation page that says “ERROR” on it. ALL OF THESE COULD HAVE BEEN AVOIDED IF EACH OF THE TICKETS ON THE CONFIRMATION PAGE WERE READ OUT LOUD TO THE GUEST AS THEY WERE HANDED OUT. You guys have no idea how often we get yelled at for mistakes and the amount of money we have to refund because of this. PLEASE, take 10 seconds to READ EACH TICKET out loud to the guests.

NEW SEA WORLD TICKETING
Effective January 1st, Sea World is going to a new pricing structure called “Choose Your Adventure”. There will be 1 visit for either Sea World or Busch Gardens, and Aquatica separately. There will also be 2 or 3 Visits for any of the 3 parks. The Unlimited Visits will offer unlimited visits for all 3 parks for 14 days with FREE PARKING for all parks. All of these will be in the POS starting tomorrow. The Weekday Tickets will be discontinued.

TYPHOON LAGOON CLOSING 1/4
Please be advised that Typhoon Lagoon will be closing January 4th, and Blizzard Beach will be re-opening. However, due to forecasted low temperatures, all Water Parks are expected to be closed from January 2nd – January 4th.

ORLANDO EYE CLOSED 1/4 – 1/13
Don’t forget that the Orlando Eye will be closed for scheduled maintenance from 1/4 – 1/13. Madame Toussads and the SeaLife Aquarium will be open as normal.

OUTTA CONTROL MAGIC SHOW AT WONDERWORKS CLOSED 1/11-1/18
They are closed to refinish their floors and will re-open for shows starting 1/19.

NEW YEAR’S EVE OPTIONS
When guests ask for things to do on New Year’s Eve, you should always think in terms of what we could sell them. That means, you should NOT suggest the specially ticketed event at CityWalk or bars downtown. The BEST THING TO OFFER IS THE DINNER SHOWS. Both Medieval Times and Pirate’s are offering an “UPGRADE” for our tickets. For Medieval Times, all tickets should be sold AT FULL PRICE – NO DISCOUNTS – AND THEN THEY UPGRADE FOR AN ADDITIONAL $15 for the 9:30 pm New Year’s Eve show. As soon as we get information on the rest of the options, we will let you know.

UNIVERSAL EPA CHANGES
Starting January 4th – March 20th, the EPA portion of any Gifting Tickets will be for Universal Studios only. Guests with EPA tickets will be able to enter the park 1 hour prior to park opening and will have access to Despicable Me and Harry Potter and the Escape from Gringotts. The Hogwarts Express will begin operating ½ hour prior to normal park opening.

4 DAY BASE – 5TH DAY FREE
Because our cost on a 5 Day Base is the same as a 4 Day Base, if someone wants a 4 Day Disney Base ticket, you should ALWAYS print the 5 Day Disney Base ticket. This is especially true for the Starwood VIP list, since IT’S ON THE LIST AND THEY EXPECT TO GET THE 5TH DAY FREE. Twice in the last week we’ve had to refund money to guests who were printed a 4 Day Disney Base ticket instead of the 5 Day. Please be careful!

BLUE MAN GROUP HOLIDAY PRICING
The last day for Holiday pricing is SUNDAY, 1/3. Prices will return to normal for shows starting Sunday 1/4. If you have guests getting a VIP price, the price MUST BE ADJUSTED UP BY $10 DURING THIS TIME. Explain to the guest that this is not our policy, but Blue Man Groups and we have no choice.

REFUNDS ON LOG SHEET
If there are any refunds made to a guest, you must write a DETAILED explanation on your Log Sheet, including the manager that approved the refund. Too many times Laura has to send notes out to try to figure out what they are for.

MATCH UP EOD REPORTS
Please make sure you are running EOD reports for EVERY attraction and that you match up your printed tickets with your POS report. When it’s this busy, if you don’t do this, it really causes a hardship on Laura to verify everything and it puts in doubt her ability to process payroll on time. If your Universal or Sea World tickets don’t balance, you must run a “detail” report and return the FIRST set of any duplicate tickets. If you have Disney tickets that need to be voided, please highlight the ones on your Disney EOD report, write “void” next to them, and send the shells to the office to be voided.

UPCOMING EVENTS IN ORLANDO
Here is a link through TickPick for upcoming events that we can sell in Orlando: http://blog.tickpick.com/upcoming-events-in-orlando/. Here are some of the highlights: Ringling Bros and Barnum & Bailey Circus, 1/14 – 1/18; Paul Anka, 1/14; Macklemore &Ryan Lewis, 1/20; WWE Royal Rumber, 1/24. Please call a lead to book any of these events for you.

INCENTIVES
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!

Employee Notes: Happy Birthday to Valerie on 1/2! We wish each and every one of you a Prosperous New Year!

From Christmas Day through New Year’s Eve Day, the Magic Kingdom will be closing by 11 am due to capacity. PLEASE BE SURE TO TELL ANY GUESTS GOING TO THE MAGIC KINGDOM OVER THE NEXT WEEK THAT THEY MUST BE AT THE PARK BY 10 AM. Otherwise they may not be able to get into the park. This is a GREAT time to suggest the Park Hopper option! That way if one park is too crowded or closes to capacity, they can hop to another park. The number to call is 407 560-5000. Hit prompt 2 for Theme Park Availability

KYMRY
Unfortunately Kymry is no longer with AGS. We want to thank her for her years of dedication and bringing her upbeat personality to our company. We wish her the best of luck with her future endeavors. For those of you on the Dual Team, if you have any questions regarding the booking of tours, please contact Armando or Ana Maria.

SUPPLIES
Every location should have in backup at LEAST 3 packs of Adult shells and 1 pack of Child shells. This is in addition to any OPEN packs. If you do not have this many, PLEASE get them from the runner. We cannot afford to run out of shells in the middle of transactions. Everyone should have a FULL pack of printer paper as backup. Also, please make sure you have at least 2 backup rolls of credit card and POS tape.

BE CAREFUL ON TIMES AND GIVING OUT INFORMATION
Be aware that due to the holidays, many of the NORMAL times of events are different. For example, Illuminations at Epcot is always at 9 pm. However, because of the Candlelight Processional, it is now at 10:30 pm. If the last shuttle return is at 10 pm, please do not tell the guest to take the shuttle if they want to see Illuminations. Make sure you pull out the “Times and Information” brochure and that your guests know this information.

NEW YEAR’S EVE OPTIONS
When guests ask for things to do on New Year’s Eve, you should always think in terms of what we could sell them. That means, you should NOT suggest the specially ticketed event at CityWalk or bars downtown. The BEST THING TO OFFER IS THE DINNER SHOWS. Both Medieval Times and Pirate’s are offering an “UPGRADE” for our tickets. For Medieval Times, all tickets should be sold AT FULL PRICE – NO DISCOUNTS – AND THEN THEY UPGRADE FOR AN ADDITIONAL $15 for the 9:30 pm New Year’s Eve show. As soon as we get information on the rest of the options, we will let you know.

BLUE MAN GROUP HOLIDAY PRICING
From 12/21-1/3/16, Blue Man Group has HOLIDAY PRICING IN EFFECT. Please be sure to look for this in the POS and charge these prices for any show bookings during this time period. If you have guests getting a VIP price, the price MUST BE ADJUSTED UP BY $10 DURING THIS TIME. Explain to the guest that this is not our policy, but Blue Man Groups and we have no choice.

FINAL POS RECEIPTS MUST BE GIVEN
All guests MUST be given a POS receipt for EVERY sale. If they use a credit card, you should staple this receipt to the customer copy of the credit card receipt. Anyone not giving out an official AGS sales receipt will be subject to reprimand and/or termination. We have secret shoppers out checking on this as part of their reports.

HARD TICKETS AT VISTANA RESORTS
Again, if you are at a location that has any HARD / PRE-ACTIVATED tickets, you MUST give out these tickets FIRST, even if it means PRINTING some, and giving the rest out of your inventory.   This includes Magic Kingdom Adults, Universal PTP Tickets, Gatorland Child tickets, 5 Day Hoppers, etc.  The locations that have these tickets are StayBridge Suites, Vistana Resort, and Vistana Villages. You must make a note on your Product Sales Report if you are giving out any hard tickets so that your sales will match up with your POS report.

ORLANDO MAGIC TICKETS
There are 3 more home games over the next week. Make sure you look over the seating chart and price levels and you’re familiar with all of the upcoming games. The price levels for these games are Blue and Black. If you need a seating and pricing chart, request one on the Supplies Request Form.

READ EACH TICKET OUT LOUD
We cannot stress how important it is to take the FEW SECONDS to read each ticket out loud to the guest as you hand them over. Read EACH ticket on the Disney Congratulations page. Read EACH Universal and Sea World ticket. Again, this is your LAST CHANCE to catch any mistakes made. If you turn in Disney tickets to be voided, be sure to highlight them on your Disney EOD report and write “Void” on the report.

HEALTH INSURANCE
Thanks to all of you who have gotten your insurance forms in on time. If you haven’t, please be sure to fill them out over the weekend. We are turning in all of the forms to the Agent on Monday, so please have them in to the office NO LATER than Monday.

GIFTING QUESTIONS OR UNCERTAINTY– CALL THE TOUR DESK!
If you are not sure about whether something was pre-gifted or not, or if the gift is not clear, instead of giving out the wrong tickets, please CALL THE TOUR DESK!

INCENTIVES
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!

Employee Notes: Happy Birthday to Debby, Mike, and Claudia on 12/29! Congrats to Jonathan W. for 3 years on 12/31! Merry Christmas! Feliz Navidad!

This weekend marks the beginning of our two busiest weeks of the year, with the days AFTER Christmas being the busiest. Please be prepared. Get plenty of rest. Get to the locations EARLY. Give yourself plenty of time to count your tickets and ENTER YOUR BANK correctly in the POS. You will have a LINE when you arrive. When you develop a line, please be sure to ACKNOWLEDGE the people at the end of the line with a friendly “Hi Folks, I’ll be right with you”. If you don’t do this, you may run the risk of them getting out of line and buying the tickets at the gate. Give them the FunPak or dinner shows to look over while they’re waiting in line.

NO UNIVERSAL DISCOUNTS EFFECTIVE 12/18
Effective tomorrow, Friday, 12/18, we are eliminating the $20 off for the Universal Multi-day Park-to-Park tickets. We feel that during the busy time, there is no need to give this discount. You should approach it this way: If they buy the tickets online, sometimes they will have to wait several hours to get the e-mail confirmation. They will then have to wait in line at a “Will Call” kiosk at the front of the park to get their tickets. Obviously if they buy them from us, they won’t have to go through that. However, if the guest INSISTS on getting the $20 off by buying them directly from Universal, you must call a manager to get approval to do a price match. We will randomly ask to talk to the guest DIRECTLY to verify where they saw the price. We will not honor any discounts from any other websites other than the parks directly. Of course the VIP lists at the timeshare resorts will STILL BE HONORED. You can make $4 or more PER TICKET during the busy time!

SUPPLIES
It is very important that you get the locations stocked up with supplies before the busy time. Make sure you have plenty of Disney shells, POS and credit card rolls, and printer paper. If you are at a gifting location, make sure you have plenty of Visas and AGS Voucher books too. If you need something immediately, leave a note on top of your clipboard for the runner.

DEPOSIT PROCEDURES ON 192 WEST
If you are working BAYMONT, or CLARION SUITES, OR COMFORT INN, you must take your deposit envelope to Park Inn at the end of your shift. You must PHYSICALLY GO BEHIND THE DESK, PUT THE ENVELOPE IN THE TOP OF THE SAFE AND TURN THE SPINDLE. Do NOT hand it to the AGS rep that is working. Also, since the runner doesn’t stop at these locations, if you need supplies, please let Kymry know and she will stock you up.

HEALTH INSURANCE UPDATE
For our group plan, we have chosen Blue Cross of Florida Blue Care HMO Plan 54. There is a summary of benefits located in DropBox in “A Miscellaneous” for you to look over. We will NOT be offering Spouse coverage but we will be offering dependent coverage for any children. Depending on your income level, your cost per bi-weekly pay period will be anywhere from about $48 to $111 for you alone. Dependent coverage will obviously be higher. We will be hand delivering Enrollment Forms to each of you over the next few days. WE MUST HAVE THESE FILLED OUT AND TURNED BACK INTO THE OFFICE BY NO LATER THAN NEXT THURSDAY, 12/24. Even if you DO NOT want the coverage, you must fill out this form and choose “Waive” and give a reason for you declining (i.e. you’re covered under a spouse’s plan or you have Medicare). For those of you averaging less than 30 hours, you will not receive an enrollment form as you will not be eligible for the Group Plan.

STARWOOD PRE-GIFTING
We are now pre-gifting for Starwood at Clarion Universal, Radisson LBV, and Sheraton LBV. There is a procedure sheet posted at each location. Please look over this and be familiar with the procedures. If you have any questions, call Ana Maria.

HARD TICKETS AT VISTANA RESORTS AND STAYBRIDGE SUITES
Again, if you are at a location that has any HARD / PRE-ACTIVATED tickets, you MUST give out these tickets FIRST, even if it means PRINTING some, and giving the rest out of your inventory. The locations that have these tickets are StayBridge Suites, Vistana Resort, and Vistana Villages. You must make a note on your Product Sales Report if you are giving out any hard tickets so that your sales will match up with your POS report.

ORLANDO MAGIC TICKETS
There are 6 home games over the next 2 weeks, so there will be a LOT of opportunities to sell Magic tickets and make money! Make sure you look over the seating chart and price levels and you’re familiar with all of the upcoming games. The price levels for these games are White, Blue and Black. If you need a seating and pricing chart, request one on the Supplies Request Form.

READ EACH TICKET OUT LOUD
We are STILL having mistakes being made with guests getting the wrong tickets. Please be sure to READ EACH TICKET out loud to the guest as you hand them over. It is worth it to take the time to do this instead of making a costly error.

MATCH UP TICKETS ON EOD REPORTS
Please be sure to run your Disney EOD report on the back of your log sheet. Make sure you are VISUALLY checking that all of your Universal tickets match what’s in your POS. If they don’t, run a DETAIL report and return the FIRST SET of any duplicate tickets.

IF YOU HAVE GIFTING QUESTIONS – CALL THE TOUR DESK!
Before handing out the wrong tickets, if you are not sure about anything CALL THE TOUR DESK!   We have had too many mistakes made, and if the voucher isn’t clear, it’s better to clarify with the Tour Desk before gifting the wrong thing.

INCENTIVES
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!

Employee Notes: Happy Birthday to Jon F. on 12/21! Congrats to Brian A. for 4 years on 12/19!

With the busy season coming up, we can’t stress how important it is for all of you to follow the correct paperwork procedures. The biggest things are: Not filling out the log sheet completely. Again, please make sure all blanks are filled in, including your name, hours, the location name – and BE SPECIFIC – the ENTIRE BALANCE TABLE and all ending counts for any hard/pre-activated tickets. Be sure to fill out the NEW Log sheet for the next person. Make sure you fill out the starting bank and all STARTING ticket counts for the hard/pre-activated tickets. Batch out your credit card machines. This continues to be a problem. You must CLOSE or SETTLE your machine and you must get a slip that reads “Settlement Successful”. Make sure all transactions are put in ascending order, with the Detail Report on top and the BATCH SETTLEMENT ON THE VERY TOP. All slips must be STAPLED TOGETHER. Please do not send them in loosely. The Disney EOD Report MUST BE STAPLED to the back of your log sheet. If you are sending in any tickets to be voided, you must HIGHLIGHT those ticket codes on the report and write “VOID” next to them. If you are not dropping any cash in your deposit envelope, you must go to “Deposit in Envelope” in the POS and enter “0”. If you ARE putting cash in the envelope, you MUST enter that amount in “Deposit in Envelope” so we know what cash is coming in.

STARTING BANKS
There are still a handful of you not doing this correctly. After you log in to the POS, you must have your bank available and enter the quantity of each denomination. Please do NOT hit cancel and “Adjust In” the amount. For any change, you must enter that as the total without a decimal point. For example if you have $5.36 in change, you will enter that as 536. This rule applies to everyone, including the GIFTING TEAM. For some reason, there are some on the gifting team that don’t think they have to.

MICKEY’S VERY MERRY XMAS PARTY
There are only 4 nights available to sell – 12/10. 12/13, 12/15, and 12/17 (12/17 is priced at the FRIDAY price even though it’s a Thursday because it’s the last night available). All other nights are SOLD OUT. There are TWO PRICES in the POS – 1) Advance Purchase and 2) Same Day, Fridays, 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 12/17). Don’t forget that the Magic Kingdom usually closes early – either 5 pm or 7 pm – on the days of the event, so if you have guests visiting the park during the day, they MUST know that the park is closing early.

DEPOSIT PROCEDURES ON 192 WEST
If you are working BAYMONT, or CLARION SUITES, OR COMFORT INN, you must take your deposit envelope to Park Inn at the end of your shift. You must PHYSICALLY GO BEHIND THE DESK, PUT THE ENVELOPE IN THE TOP AND TURN THE SPINDLE. Do NOT hand it to the AGS rep that is working. Thanks!

HEALTH INSURANCE UPDATE
Under the law, effective January 1st, AGS must offer a group plan to all employees or face a fine or $2000 per employee. We will have the details on this plan by Friday. We know that it will probably be too expensive for most of you, so you will be able to go to the Exchange to apply. However, some of you may not be able to get the subsidy from the government. We know this is difficult for a lot of you, but we have no choice. In order to have coverage by 1/1, you will either need to take the group plan or go ahead and apply on the Exchange by December 15th. We’ll keep you posted.

HARD TICKETS AT VISTANA RESORTS
We are putting a LOT of hard/pre-activated tickets at both Vistana Resort and Vistana Villages. All of you that work here will be responsible for counting and tracking these tickets. Any tickets not accounted for will be charged back to the employee. Always try to give these tickets to the guest FIRST, even if you have to print others. Remember, you EOD reports for printed tickets will NOT match up, so be sure to make a note on your EOD report that you sold HARD tickets so that it will balance.

PAYCHEX ONLINE REGISTRATION
The link is located in the left column of the AGS Homepage. You will need to register using the instructions in DropBox under “A Miscellaneous”.

END OF YEAR INFORMATION
Please make sure all of the information is correct on your check stubs – particularly your address so that W-2’s will go to the correct place. If it needs to be updated, please log in to PayChex Online and do so.

ORLANDO MAGIC TICKETS
We have 4 home game coming up: 12/11 against Lebron James and the Cleveland Cavaliers, 12/16 against the Charlotte Hornets, 12/18 against the Portland Trailblazers, and 12/20 against the Atlanta Hawks. You make GREAT commission on these sales so suggest them!

INCENTIVES
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: Happy Birthday to Armando on 12/15, Humberto on 12/17, and Ariel on 12/14! Congrats to Valerie for 5 years on 12/13, Steve N. for 1 year on 12/15, and Armando for 19 years on 12/17! We should be SLAMMED starting next Saturday, 12/19. Please be prepared, mentally and physically for this busy season! Make sure your locations are stocked up and get plenty of rest before then. You’ll need it!

We had $10,000 in chargebacks come in last week. Do you realize that to make this much money back we would have to sell over 1000 Disney or Universal tickets? There is a ring of people going around scamming us by buying tickets with a card that comes up “Declined”. They then come up with a story saying that’s impossible and act like they are calling their bank. Then they’re having our people talk to their “bank” – which is actually a friend of theirs on the other line giving a fake approval code to put in the machine. Here’s the policies we now have in effect and MUST be followed for EVERY credit card transaction: 1) If a card comes up “DECLINED”, you must ask for another card or cash. Even if the guest tells you they have plenty of room on their limit or gives you some other excuse, you CANNOT accept that card. Even if they ask you to try it again, do NOT do it. You NEVER talk to anyone on the guests’ phone. If any questions, YOU MUST call OUR merchant services on OUR phone. 2) For party sizes of more than 4, ALL MEMBERS OF THE PARTY MUST BE IN FRONT OF YOU, you MUST verify that the guest is staying in the hotel and verify the room number with the Front Desk, and a VALID ID must be presented that matches the holder of the credit card. We DO NOT sell tickets to anyone not staying at our hotels. 3) A valid ID must be presented for ALL credit card purchases. 4) These 3 things must be WRITTEN on each credit card slip – What tickets were purchased, the ID number, and the room number. Guys, we cannot have these kinds of losses. If you are in doubt or suspicious of the guest, it’s better to refuse the sale than have losses like this.

CHECK PARK HOURS DAILY
As a good concierge, after you’re settled at the desk, you should check the hours for every park on a daily basis. For now, Legoland is closed Tuesdays and Wednesdays and the Magic Kingdom closes early any day there is MVMCP.

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, 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 12/17). December 18th is SOLD OUT. Don’t forget that the Magic Kingdom usually closes early – either 5 pm or 7 pm – on the days of the event, so if you have guests visiting the park during the day, they MUST know that the park is closing early.
STARTING BANKS
EVERY TIME you log in at the beginning of your shift, you MUST COUNT the number of each denomination and ENTER it as your starting bank. THIS GOES FOR EVERYONE – INCLUDING THE GIFTING TEAM! For example if you have $100 in $20’s, you enter “5” in the row for $20’s. Some of you are skipping over this and we CAN’T have this. We need to know that YOU have counted each bill and entered it yourself. If you don’t do this and there is a discrepancy on the bank, YOU WILL BE CHARGED.

RENTAL CARS – DOLLAR/THRIFTY
Dollar/Thrifty must be the FIRST suggestion for rental cars. Action is the back-up with Enterprise third. When booking rental cars, you MUST produce a voucher in the POS under the category “referrals”. Include this voucher in your deposit envelope so we can track the payment. Here are the CDP numbers to use: Dollar – 3024627; Thrifty – 304626; CV# for Hertz – 04N12822. Secret shoppers will be out checking to make sure all of you are using the correct procedures. Anyone not suggesting Dollar/Thrifty first or not following proper procedures will be terminated.

PAYCHEX ONLINE REGISTRATION
In an effort to go paperless and avoid people losing their paycheck stubs, you now have the ability to login to PayChex Online to view all of your pay information. You can do this to view your pay stubs, your W-2’s, and change any information you’d like, including your address and withholding information. The link is located in the left column of the AGS Homepage. You will need to register using the instructions in DropBox under “A Miscellaneous”.

SECRET SHOPPERS ARE OUT
We continue to have secret shoppers out checking on your courtesy, honesty and sales ability. They will be doing transactions as a regular guest using cash. We will be checking to make sure all transactions are recorded correctly. As has been the case in the past, anyone not being honest on transactions and recording them properly will be terminated,

ORLANDO MAGIC TICKETS
We have 1 home game coming up: 12/11 against Lebron James and the Cleveland Cavaliers. This is a GOLD game, and is sure to sell out, so make sure you use the sense of urgency to get the guest to buy tickets. You make GREAT commission on these sales so suggest them!

NEW LOCATIONS
We’re happy to announce the addition of 2 new locations: Paradise Palms and the Delta Resort. Both of these locations will be part of the VIP team which will require the wearing of a blazer and scarves for women and a blazer and tie for men.

INCENTIVES
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 Delza for 1 year on 12/7! Happy Birthday to Kyle on 12/6! Many of you have been asking about our 25th Anniversary Employee Appreciation Party. We have an exciting announcement coming soon, so stay tuned!

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!

All indications are showing that this will be a VERY BUSY week, and we should start getting slammed on FRIDAY NIGHT. Please be prepared! Get to your location EARLY to make sure you have enough time to verify your bank and all of your hard ticket inventory. Please check your supplies and make sure you have plenty of Disney shells, printer paper, POS and credit card rolls. If you need more, order them through the Supplies Request Form, or if you need them right away, leave a note on top of the clipboard so the runner will see it when you hand it over. This way he can fill it right away.

DISNEY TICKETS WITH OPTIONS
Here’s a review of the options, how they work, and what tickets they coordinate with in the POS: BASE – Allows only ONE PARK VISIT per day. HOPPER – Allows visiting MORE THAN ONE OF THE FOUR MAJOR PARKS IN ONE DAY. WATER PARK FUN & MORE (listed as “PLUS” in the POS)– Gives an equal number of visits as the number of days purchased for the 4 Major Parks to Typhoon Lagoon, Blizzard Beach (when it’s open), DisneyQuest, Oak Trail Golf Course and Fantasia Gardens or Winter/Summerland Mini Golf Courses BEFORE 4 pm. The only exception is the 1 Day with WPF gets TWO Visits. Hopping is NOT allowed with this option. If a guest goes to two of these on the same day, it will eliminate two of the visits. BOTH HOPPING AND WATER PARK FUN & MORE (listed as “PREMIUM” in the POS) – Includes BOTH Hopping and WPF options. With this ticket, the guest can ONLY Hop between the FOUR major parks. Hopping is not included on the WPF option and going to multiple WPF options on the same day will eliminate that number from the total. For example, if a guest gets the 4 Day with WPF & More and they visit Typhoon Lagoon and DisneyQuest on the same day, they will have TWO visits left on the option.

BLIZZARD BEACH IS CLOSED!!!!!!!
PLEASE tell guests that get ANY ticket that includes the Disney Water Parks that Blizzard Beach is CLOSED! PLEASE!!

MICKEY’S VERY MERRY XMAS PARTY
November 19 was the LAST VALID DATE for all of the hard tickets that we have in inventory. Any remaining tickets MUST be turned in to the runner. Please be sure to MINUS (-) them out of your inventory and hand them over to the runner along with your drop/deposit. THESE TICKETS WILL NOT BE VALID FOR ANY ADDITIONAL DATES! For all remaining dates, you MUST call an AGS manager and they will put them in DropBox for you. These will be paper tickets that can be scanned directly at the turnstiles and the guest will not have to stop at Will Call.

ENTERPRISE BOOKINGS
Remember, Dollar/Thrifty is to be used first, with Action as our second choice and Enterprise is the back up. Dollar/Thrifty and Action both pay 30%, while Enterprise only pays 25%. If you do book Enterprise ONLINE, you must use the CID#AGS0799 and the PIN #ALL in order to get the proper credit and get paid. Also, we do have secret shoppers on a regular basis checking to make sure you are using the proper procedures for booking rental cars. You must try Dollar/Thrifty FIRST unless the guest specifically requests a different company. Also, all reservations MUST have a voucher printed out through the POS in “Referrals” and you must include this in your deposit envelope. Anyone not following these procedures will be subject to reprimand and/or termination.

CC SLIPS – WHAT TO INCLUDE
These 3 things MUST be included on EVERY credit card slip: 1) Tickets purchased (you can abbreviate); 2) ID number; and 3) Room number. Many of you are forgetting to write the TICKETS PURCHASED ON EACH SLIP. This is critical, not only if we get chargebacks, but also to help YOU BALANCE. That way you can go back and track each sale to make sure you charged the same amount to the guest that you put in the POS.

BALANCING PAPERWORK
Some of you are still having problems balancing and finishing your paperwork. The EASIEST way to figure out your deposit is to SET YOUR NEXT DAY BANK FIRST. You should do this by counting from the lowest up (starting with coins, $1’s, $5’s, $10’s and $20’s) until you get to around $100 for the next day bank. Then everything left should be what you deposit and you put this in your deposit column. This should be your credit card slips, travelers’ checks and all large bills. So if you set your NEXT DAY BANK FIRST, everything leftover will be what you deposit in your drop!

ORLANDO MAGIC TICKETS
We have 4 home games coming up: 11/21-Kings, 11/25-Knicks, 11/27-Bucks, and 11/29-Celtics. You make GREAT commission on these sales so suggest them to your guests!

READ EACH TICKET OUT LOUD
We want you guys to make a LOT of money during this time, so let’s make it MISTAKE FREE by not giving out the wrong tickets. HOW? By READING EACH TICKET OUT LOUD to the guest as you hand them over. Make sure if the guest paid for PTP Universal tickets that they get PTP. Make sure you get to the “Congratulations” page for Disney.

LEGOLAND HOURS
Legoland is open 7 days next week and then will go back to being closed Tuesday and Wednesday for a couple weeks.

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 Shirley for 6 years on 11/26! Happy Birthday to Carolina on 11/24, Erika on 11/21 and Pete on the same date! We hope each of you find time to give thanks for all of your blessings during this Thanksgiving holiday!  Happy Thanksgiving!

We are having challenges with the runner getting around to all the locations in a timely manner. Here is what we need each of you to do: Drops/Deposits need to be out and ready to hand over. Some of you are leaving them in the safety deposit box and it takes extra time to go get it. If you are with a guest, do not stop talking to your guest. Continue talking to them, but hand the clipboard and the deposit over to Michel. The managers will NO LONGER be picking up deposits unless Michel is off. But managers will continue to do cash pulls. If you need supplies – continue to order through the supplies request form. The managers will be fulfilling the Supply Request Forms. However, if you need something IMMEDIATELY, please have a note on top of the clipboard for what you need so Michel and get it for you. If you have cash –please have the cash bundled up and ready for Michel to sign out with the Runner Deposit Out slip banded around it.

UNIVERSAL NODES – STORES
When logging in to Instant Ticket Wizard, please make sure you are logging in to the correct store that you are working at and also using the correct node. For those of you at Vistana, you must use the “Vistana” store. Everyone on the gifting team now has access to this. If you don’t, call Rick or Armando and they can give you the access.

SEA WORLD GIFTING TICKETS
If you are doing the gifting ticket, that are a lot of different options. If you do the 2 for $140, they can only be done in sets of 2. If there are 4 people, you must complete a transaction for 2 and then go in and do 2 more. The guest must scan the ticket at the Self Serve Kiosk in front of the park to get the meal voucher. This particular meal voucher is only good for ONE meal, and has specific restrictions. It’s only good for a drink, entrée and dessert in specific restaurants and excludes certain meals. It is NOT All Day Dining. There is another ticket that is more expensive that has the All Day Dining option.

MICKEY’S VERY MERRY XMAS PARTY
We will be carrying MVMCP Hard Ticket (Pre-Activated) inventory for the following dates: 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. You must use the HARD TICKETS for these dates. Please do not have a manager put them in Drop Box. If you are at a location that doesn’t have inventory, order them in advance and we will have them delivered the next day. If you have to get them same day, here are the locations that have inventory: Embassy, WorldQuest, Staybridge, Holiday Inn LBV, Inn @ Calypso, Mystic Lobby, Celebration Suites, Radisson Celebration, VacationVillage, and both Vistana Resorts. Be sure to minus them out of the location you’re getting them from and write what location they’re going to.

GIFT CARD FRAUD
There are people going around trying to use stolen gift cards. Usually they are of Hispanic origin and they try to buy a large amount of tickets. If you have anyone like this, for more than 4 tickets, you MUST have all members of the party in front of you and you must verify the room number with the front desk. We NEVER sell tickets to anyone not staying at the hotel – especially a large amount of tickets.

CONVENTION TICKETS – QUALIFY
Remember, Disney convention tickets are only to be sold to guests here on business or in meeting AND THEIR FAMILIES. Anyone selling these tickets to general guests will be reprimanded unless you get a manager exception.

READ EACH TICKET OUT LOUD
We still have mistakes being made that can’t be corrected, particularly with the Universal Gifting Tickets. Anytime a Universal EPA ticket is printed, it cannot be changed or upgraded because this ticket is not offered at the gate. It is VERY important that when you print these tickets, that you READ EACH ONE OUT LOUD to the guest. This is the last chance you have to catch any errors!

BATCH OUT CREDIT CARD MACHINES
Guys, PLEASE make sure you run a detail report and CLOSE YOUR BATCH! Every day we have a stack of credit card slips come in to the office that have not been batched out. YOUR LAST SLIP MUST READ “SETTLEMENT SUCCESFUL” FOR YOUR MACHINE TO BE CLOSED. If you’re not sure of how to do this, please call a lead to walk you through it.

NOW SELLING ALL EVENTS
Marc has gotten a contract with a company that will allow us to sell ALL events – including concerts, performances, and sporting events. If you have a guest interested in any of these types of events, call Marc 407-506-7692 and he will book it.

BLIZZARD BEACH CLOSED
Remember, when selling any Disney ticket that includes the Water Parks, you MUST tell your guest that Blizzard Beach is CLOSED. Only Typhoon Lagoon is open.

LEGOLAND HOURS
Legoland is closed Tuesday and Wednesday next week, but will be open 7 days the week of Thanksgiving.

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 Karina for 6 years on 11/18, Mackenzie for 1 year on 11/17, and Tonya for 1 year on 11/18!

We continue to have to give refunds because guests are not getting the correct information. As a good concierge, it is your responsibility to know the park hours for all tickets that you are selling. Be especially aware if the parks are closing early due to a special event. Legoland is closed Tuesdays and Wednesdays. The Magic Kingdom closes early when there is MVMCP. Also, be careful on general information. We had to refund almost $50 to a guest that was told the I-Ride Trolley would take them to the Marriott World Center. If you are not sure of the information, please Google it or call a lead or a manager before giving out the incorrect information.

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. For now, we will ONLY be keeping these tickets at strategic locations, so when you have a guest needing them, we will have them transferred in to your location. When these dates are past, we will be able to sell the additional dates through an AGS Manager as long as the event date is not sold out.  With our tickets, the guest can enter the Magic Kingdom as early as 4 pm.

DRESS CODE
We can’t stress how important it is for each of you to dress professionally. This means shirts should be neat and pressed and the appropriate pants must be worn – dress slacks, preferably black. No one should be behind the desk out of uniform. Also, there is to be no food or drinks behind the desk. If you get a drink or a snack, please go to a designated break area or go out of view of the guests.

SHIFT CHANGE                                                                                                                                                 If you are working an AM shift and there is a PM shift following you, you CANNOT leave until the PM person is there!  If the PM person is not there when it’s time for you to leave, call the office and we will find out where they are.

DEPOSITS / DROP ENVELOPES                                                                                                                     Effective immediately, when you come in for your shift, you must note at the bottom of the log sheet what deposit/drop envelopes are in the safety deposit box.  If there is NOT one there from the previous shift, you MUST notify the MOD immediately.  Of course this does not apply to the Starwood locations that have a drop safe.  Thank you!

SEA WORLD / BG PRICE INCREASE
Effective 11/2, Sea World has increased the any day ticket price by $2 for both Sea World and Busch Gardens. The weekday price has not been affected.

AQUATICA 50% OFF
We have a clarification. You CANNOT sell this ticket at full price because the ticket clearly states 50% off. If the guest knows about this offer, you must sell it at the 50% off price All Vistana locations should be using this ticket for the VIP list

BUNDLES – WET ‘N WILD
When selling the 3 or 4 Park Bundles, you NEVER print Wet ‘n Wild tickets individually. They are always to be printed as part of a combo with Universal. For Example, if it’s the 2 Day Base Universal bundle, you would print the 2 Day Base WITH Wet ‘n Wild combo , NOT a 2 Day Base Universal with separate Wet ‘n Wild tickets. Please look carefully in the Universal Ticket Store and the bundle descriptions when printing these tickets.

AGS HOMEPAGE PASSWORDS
We have once again password protected the AGS Homepage. You will be prompted to enter a username and password when accessing our homepage. If you have not yet received it, please call a lead or manager. Also, NEVER store passwords on the computer. If you are prompted to store them, ignore it or select “never”.

LEGOLAND SALES ENTERED WRONG
There is still a handful of you entering Legoland sales wrong. Remember, you should not be offering the BOGO’s unless you are at a Gifting or Timeshare location or if the guest mentions that they saw this offer. When entering it in the POS, if you enter “1” LLBOGO A that means you will print ONE ADULT and ONE CHILD FREE in the Legoland Gifting Store. There must ALWAYS be the SAME NUMBER of Adults and Children printed out of this store. Any additional tickets should be printed out of the Guest Services store and any additional tickets should be charged the REGULAR Legoland prices.

PUSH HIGH PROFIT TICKETS!
Now that most of you have gotten the hang of the POS, we need to work on increasing sales of all high profit tickets. For every Universal ticket sold, suggest Blue Man Group and offer $10 if they buy them together. If anyone asks about restaurants or dinner suggestions, always suggest Dinner Shows. Use this phrase: “For about the same price as a nice dinner out, why don’t you take your family out for 2 hours of entertainment as well?” Anyone going to Disney Springs should be pitched on Cirque and DisneyQuest. These are GREAT PROFIT tickets and we pay 20% commission on these! For the day time attractions, focus on Legoland, Sea World, Disney 4 Day or higher with an option and Universal 2 Day PTP or higher.

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. Remember, you must get to the “Congratulations” page for Disney and be able to “Print Guest Copy”.

BATCH OUT CREDIT CARD MACHINES
Remember, your last slip must read “SETTLEMENT SUCCESSFUL”. If it doesn’t, you have not batched out your credit card machine. If you are unsure of how to do this, call a lead for help.

ARMANDO’S VACATION
Armando will be on vacation from 10/31 – 11/9. Please call any other managers for help during this time. He will be on a cruise and out of cell phone contact from 11/5 – 11/9. Thank you!

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: Happy Birthday to Ann M. on 11/8 and Daniel on 11/12! Congrats to Mahvash for 10 years on 10/31!