Disney Resorts

Room-Only Bookings Date-Based Pricing

A pricing strategy used at the Walt Disney World® Resort where nightly room rates are different depending on the day of the week (weekday vs. weekend) and during holidays: Each night of a Guest's stay could potentially have a different room rate. Date‐based pricing is a standard in the travel industry. Note: You may provide the nightly rate only if the Guest specifically asks. The Hub path: DRC Tab >Guest topics > Spiels > Date Based Pricing > Room only Reservations Note each scenario under the New Reservations heading for room‐only bookings and the spiel to use to respond to the Guest. Note the Packages link and remember that we don't break down package prices. Resort Room Rate Selector The Hub path: Guest Tab >Resorts (Specific Resort) > [Year] Room Rates This is a quick and easy way to check room rates while on a call for resorts and to check dates.

Search Passport to locate existing Guest Residence.

CSP verified at least 3 pieces of information for accuracy before discussing any reservations or residence details (If Guest does not have a reservation, confirm at least 2 pieces of information).

No email exists

ask the Guest and once they give it to you repeat it by alpha-verifying

SBC - Add-on Bookings Book Similar

One of the time-saving features of Passport is that you can book reservations using similar travel plans for the same party at different times of the year or different parties traveling together. This is done by selecting a current reservation listing and then clicking the Book Similar button. When you use the Book Similar option from an existing reservation, the basic travel party list, travel dates, affiliations, and marketing offers will be pre-populated in the Passport Discovery panel. You will have the option to override the displayed selections to make any appropriate adjustments. Follow this Hub path to learn about booking similar: DRC Tab > Systems Assistant > Passport Assistant > Booking Procedures > Book Similar: Same Travel Party, Different Dates

Walt Disney World® Value Resort's theming and review standard room accommodations.

OneSource Path: Guest Tab > Resorts > Value > Overview/Room Types

SBC - Room & Ticket Bundle Bookings

Overview Room and ticket bundle tickets are booked with a room‐only reservation. The room and ticket bundle is ideal for Guests who have different ticket needs within the same party, such as a room with a mixture of Passholders and non‐Passholders. Not everyone has to purchase a ticket or the same type of ticket. They are encoded on the Guest's Magic Band, which serves as the room key and resort ID. Procedures for booking a Walt Disney World® room and ticket bundle are the same for room‐only and discounted room‐only reservations. The Hub path: One Source > Tickets > Room & Ticket Bundle Note: Bundle tickets are transferable between resorts if a Guest chooses to stay at more than one Disney resort during the same trip. All legal Guest names will be printed on the KTTW card or linked to the Guests Magic Band.

Basic Plan vs Room-only Overview

Overview CSPs have an obligation to book the Walt Disney Travel Company's Basic Plan for Guests / travel agents calling to book a room‐only reservation for three or more nights. Room‐only reservations should be made for Guests staying two nights or less. The Hub path: One Source > Packages > [Select Year] > Basic Plan Refer to this path to review the following: Overview (Minimum / Maximum Nights) Components

Addresses

Passport uses U.S. Postal Service software to automatically validate addresses that are entered into the address block in the Guest Profile based on U.S. Postal Service standards. The street address may be altered by the system so that it is recognizable by the U.S. Postal Service and formatted for mailing. For example, erroneous punctuation in the address may be corrected and the street number or name will be validated. You will receive a Green Check Mark next to the Address Block when the Address has been Validated. Vanity Cities The U.S. Postal Service software recognizes "vanity" cities (such as Celebration, FL) but will not populate the city field when only the address and zip code are entered. Example address entry - street address and zip code only Street Address: 700 Bloom Street Zip code: 34747 (the zip code for Celebration, FL) This address will automatically indicate "Kissimmee" as the city in Passport when entering this address information. The name of the city can be changed to "Celebration" using the Passport address change process. Example address entry - street address, city name and zip code Street Address: 700 Bloom Street City: Celebration Zip code: 34747 (the zip code for Celebration, FL) The system will validate this address and the city name will remain as "Celebration."

Did CSP provide a customized closing to the Guest? Did CSP make the Guest aware of and connect Guest to the Guest Satisfaction Survey?

Please remember to advise the Guest of the survey and state Disney Resorts customized closing. (i.e. "There is a survey after the call and I would appreciate your feedback. Thank you for calling Disney Resorts...") Always give the survey FIRST and then the branding of Disney Resorts.

Walt Disney Travel Company Payment Overview

Prior to completing a booking of a reservation you must shop for a Guest. The initial steps of shopping for a Guest are covered in this lesson.

Modify Room-Only/Discounted Room-Only Outside 5 Days

Rack rate and discounted room‐only reservations are both modified using the same procedures. The Hub path: Guest Tab > Packages Tab > Policies > Modifications Review information on various room‐only modifications. The Hub path: DRC tab > Spiels > Date Based Pricing > Room only reservations Refer to information under the Modifications heading.

STS Receiving Driving Principles

Remember to incorporate driving principles in all you do: Think Like a Guest: Make the Guest feel welcome, valued and important. Earn the Right to Advance: Ask permission to ask the Guest for information. Persuade through Involvement: Involve the Guest in the sales conversation.

4. Provide a Solution

Respond to the objection in a way that creates a clear, positive image of you, Disney, and Disney's products and services by again offering benefit statements that include the facts you gathered in step 2.

Room-Only Bookings Book Room-Only outside 5 Days - Scenario

Review the Scenario below and the attached document for instructions on How to Book Room-Only Outside 5 Days. During your next Web session, be prepared for a demo walking you through these steps. Use the Lab Generator to create a Room Only scenario to practice using the "How To" Document linked below. Within this document, you will review the following, how to Book Room-Only outside 5 Days: Book a Room-Only Reservation Outside Five Days Adding Coded Comments to an Existing Reservation Deleting Existing Coded Comments Adding Remarks to an Existing Reservation Deleting Existing Remarks Review the Summary Document on How to Book Room-Only Outside 5 Days. Download the document here: How to Book Room-Only Outside 5 Days (PDF) Note: This document is also available for download on the Course References page.

Room-Only with Air Bookings Policies

Room-only with Air Payment Policies : The first night's room stay must be paid according to normal room‐only deposit schedules. The air must be paid as required. If a Guest wishes to add additional WDTC add-on components (i.e. Insurance, Car Rental, etc.) the RMO booking must be canceled and re-booked as a WDTC Basic Package and the new deposit and final payment polices apply. Follow the HUB Path below to review Booking Air Procedures and Policies Procedures: DRC Tab > > Systems Assistant > SBC Assistant > Components > Air >Booking Air Policies: Guest Tab > Packages > Air Tab > Air Policies > Room Only with Air

Book Ticket Orders Sales Tip

SBC offers reminders to incorporate sales messages into Guest interaction. Choosing a reason why a room was not booked should prompt word choices like this: Mr. Guest, do you already have your accommodations? (If not, proceed.) Walt Disney World® Resorts often fill up quickly. I'd be happy to check availability for you at this time to ensure that you have a room available when you're ready to plan your vacation. What are some other word choices that might be used to suggest booking accommodations to the Guest? What else might we suggest to the Guest at this point? ​Dining Dinner Shows Cirque du Soleil® Other events happening at time of Guest's visit Bell‐ringer questions, based on what the Guest has already said

Room-Only Bookings Cancel Room-only - Sales Tip

Sales Tip Cancellation recovery process: Listen to the Guest. Offer to check availability for alternative dates. If alternative dates are not possible and the Guest does not offer a reason for canceling, ask: "For tracking purposes, may I ask the reason for the cancellation?" Listen carefully. Think of a solution. Ending the call by saying "Please call back when things are different" is not always the right response. Some Guests may be silently wishing that someone could offer them advice; after all, they called the Walt Disney World® Resort to plan a magical vacation! Think about this: What suggestions might you make that could possibly save the sale? "Mr. Guest, may I check availability for a future date? I can move your deposit to the new dates, if that would be more convenient for you."

Legacy

Since the opening of the Disneyland® Park in 1955, Guests have come to know and treasure the elements that set Disney theme parks and resorts apart. One of these key elements is the traditional image of the Cast. Walt Disney had an idea that the "Cast Members" were to play an important role in bringing Guests into a fantasy world, and that the Cast would be a large part of the show. Walt had the vision that Cast Members would appear friendly, approachable, and knowledgeable. Guidelines were put in place to maintain the consistency of the Cast that the Guests have come to love and appreciate over the years. Cast Members at the Walt Disney World® Resort attitudes reflect the Disney commitment to excellence and show quality for which the Company is known.

Benefits of Staying at Disney Resorts

Staying at a Disney Resorts has many benefits available only to the guest. Extra Magic Hours Magic Bands Touch to Pay Early access to reserve FastPass+ Disney's Magical Express Transportation These are just a few of the perks guest will receive while staying in a Disney Resort.

Adding Celebrate Notations Accessing via SBC

The Celebration Application The Celebration application is a tool that will: Store celebration details Research and summarize what Guests are coming to celebrate Distribute information to Cast Members who will be in direct contact with our Guests Create new opportunities to surprise and delight our Guests throughout their Walt Disney World® Resort experience

The DRC Tab

The DRC Tab is also located on OneSource and provides information specific to our roles while servicing Disney Resorts that would be unnecessary to other Walt Disney World® cast members. Information found on the DRC Tab includes: Systems support / electronic assistants for our key reservation booking applications Sales spiels and tools to assist in creating relationship magic with our Guests Daily advisories about the status of our computer systems Late‐breaking DRC news Current Offers Policy Modifications or Updates

Disney's Magical Express Booking Process

The Disney's Magical Express®(TAG) application will pop-up the Flight Information window. Reminders: Flight Information is always preferred at booking but can be added/modified later if needed. If only booking One Way, leave the "No Arriving/Departing Flight Information" box checked for the direction DME is Not booked. Dates will pre-populate to the Check in and Check Out Dates and cannot be changed. Only Airline and Flight Numbers are needed for DME. Check the "International" box if the Guest is arriving on any international flight. The Disney's Magical Express®(TAG) application will allow you to identify the Guests who will be requiring DME. Reminders: Selecting the "Opt-Out" column next to the Guest name will remove that Guest Only from the DME Reservation. Select "Opt-Out" for one way or round trip DME. Select "Opt-Out" next to the name of the resort to remove All Guests. This will create a One Way DME booking for All Guests.

Special Reservations Special Requests Example

The For Your Reference field may display Special Requests. Notes, coded comments, and remarks all display information applicable to this particular reservation. The proper procedure here would be to find out what the Guest needs and assist them. You may need to contact Special Request, if they have a Detailed Request.

Guest Profiles in Passport

The Guest profile can provide significant insight into your Guest's preferences and the experiences that surprise and delight them the most. Over time Passport develops a comprehensive understanding of our Guests' travel preferences and needs so we can create vacation experiences customized to their specific travel vision. As we review the various Passport screens, consider how you can use the information gathered in Passport as a welcoming tool. Part of "Creating Relationship Magic" is to welcome Guests appropriately.

Room-Only Bookings Passholder Offers

The Hub path: DRC Tab > Current Offers > Passholder Resort Offers Procedures & Policies > Passholder Package Eligibility and Validation > Click a Listed Offer Refer to the following: Minimum / Maximum Night Counts Validity Dates Eligibility Valid Annual Pass Validation Annual Passes Not Eligible for this Offer

Modify Non-Walt Disney World® Package Outside 45 Days Guidelines

The Hub path: Packages > Policies > Modification Review the general guidelines for modifying a reservation.

SBC Overview & System Basics

The Sales and Booking Client (SBC) is the system used by DRC agents/CSPs to perform the majority of daily booking processes and procedures. SBC is a web‐based application that also provides helpful prompts that remind agents/CSPs of services to offer Guests along the way. The SBC application acts as a user‐friendly faceplate that interfaces with Disney legacy systems working in the background. DREAMS, for Room‐Only reservations Accovia for WDTC Packages

Booking Negotiated Air Secure Flight

The TSA Guest Information panel is available on several screens in SBC that will allow for entry and updating of required Guest information in connection with air reservations. The TSA Required information may be added on multiple SBC Screens, but will be Required to be Completed on the Air Warp Up. SBC will prompt you with an error message to insure all necessary fields are completed. Click here for instructions on Secure Flight.

Quality

The Walt Disney Company and its subsidiary and affiliated companies (collectively the "Company") are recognized around the world as providers of high-quality entertainment of all kinds, including films, television shows, attractions, consumer products, stores and resorts. It is the responsibility of all Cast Members and CSPs who come in contact with Disney Guests to be courteous, to be knowledgeable about Disney products and services, and to help Guests enjoy the highest quality experience we can provide.

Transportation

The Walt Disney World® Resort has monorails, ferryboats, motor launches, courtesy trams, motor coach services, and water taxis, transporting an average of 250,000 Guests each day. The busiest times are from 8:00am‐10:30am. The Walt Disney World® Resort also has more than 750 watercraft. There are 14.7 miles of elevated beam-way for 12 monorails, and 167 miles of paved roads for approximately 260 buses. The buses cover more than 12 million miles every year and approximately 270 buses transport Guests around the Walt Disney World® Resort each day, making the Walt Disney World® fleet the third largest in Florida behind Miami and Jacksonville.

WDW Resort Property Overview

The Walt Disney World® Resort is located on a 25,000‐acre site (47 square miles) in the heart of Central Florida. The property is approximately the size of San Francisco or two Manhattan Islands. Of the 25,000 acres, approximately 8,700 acres have been set aside for conservation land. The Magic Kingdom® Park occupies 107 acres Epcot® covers approximately 300 acres Disney's Hollywood Studios™ is 154 acres Disney's Animal Kingdom® Theme Park spans approximately 400 acres.

YODA Homepage

The YODA homepage consist of the following: Central viewing pane that displays any applicable search results Advisories window that displays current advisories Menu! button Clear All Button Advisories Advisories appear in their own pop-up window on the home page and are automatically refreshed every minute. Advisories appear on at a time, allowing the user to carefully review the information before moving to the next applicable advisory. Click Got It! after reviewing each applicable advisory. A complete list of all current One Source advisories can also be accessed via the Menu in the top left of the home page. We will review this in more detail next.

DRC & TAB

There are two resources at the Disney Reservation Center for locating information. The first is the Guest Tab containing OneSource and the second is the DRC Tab, both are located in the Disney Hub. As opposed to OneSource information on the Guest tab, the DRC tab provides DRC Cast Members with internal information. This application will also provide "Headlines" about Current Offers, late breaking DRC news, Policy modifications or updates and even information about changes in the Theme Parks or Resorts. Headlines contain important, late breaking information about WDW Resort products and DRC policies and procedures.

High Gain Questions

These are a type of open-ended question that are used to encourage Guests to evaluate or analyze, speculate, or express feeling. These questions can start with what, if, suppose, or how. They are brief and clear questions that are phrased to require a thoughtful answer relevant to the Guest's situation and positions. Examples are: What types of recreation would you consider to be the ultimate in vacation experiences? Suppose we could create a perfect vacation for you. What would it look like? What is the most important requirement to discuss? What would the perfect dining experience include?

Guest Services

This category will allow you to: Request "Paid In Full" letters.

Additional Forms

This category will allow you to: Submit a request to the WDTC Refunds & Research department. Request a faxed CRO reservation confirmation. Request a Mickey Monitor.

Ticket Bookings, E-Forms & Downtime

Ticket Media Overview Magic Your Way tickets are sold as part of a package, can be sold with a room only, and/or as a stand alone ticket purchase. OneSource path: Tickets > Theme Parks Review all information on this page. Click on one or two of the "Magic Your Way Ticket Pricing Grids" links to read the pricing grids. OneSource path: Tickets > Park Tickets ‐ Policies, Procedures and FAQ > Procedures and Policies > Guest Policies > Theme Park Tickets ‐ Ticket Tag Review the ticket tag information for park admission as an FYI.

Demonstrating Problem-Solving Skills

Tips Below are some tips for calming displeased Guests. Don't take it personally Remain calm Let the Guest vent Don't interrupt Empathize Resolve the problem Note: Using these tips will vary per situation. You should discuss alternative methods with your performance facilitator, as they are clear to you.

Book Package with Ground Transportation Outside 45 Day Book Package with Ground Transportation Outside 45 Days

To book a Disney Springs Resort Area Hotel package with shuttle transfers: On the SBC Travel Plan screen: Complete all necessary fields. Select the Guests who will be traveling. Click Continue. On the Discovery screen: Click to select the Transfers checkbox in the Travel Checklist section. Make the appropriate selections in the Tickets section. Expand the Non WDW Resorts section. Select a resort tier from the Disney Springs Resort Area drop down menu. Click Continue. On the Offers screen: Click on the Vacation Interests link in the navigation panel or press [Ctrl] + [Shift] + [V]. On the Vacation Interests screen: Select the appropriate travel party and interests. Click Continue Reservation. On the Offers screen: Expand offer 1. Click the Sub Package hyperlink (if applicable). Select an appropriate option. Click the Freeze button for offer 1. Click the Ground Transportation hyperlink in the navigation panel.

Overview Continued

To provide you with a more in‐depth understanding of some of those terms you'll encounter on a regular basis, review part 2 of our video introduction to air. Briefly review the air‐related content on the DRC tab to gain an understanding of the type of information available there. DRC tab > Systems Assistant > SBC Assistant > Components > Air

International Guests Language Assistance

Translation services are available for assistance when receiving a call from a Guest/travel agent who speaks a different language. The Hub path: DRC tab > Phone Book > L > Language Assistance

Walt Disney World Good Neighbor® Economy Hot

Walt Disney World® Good Neighbor Economy Hotels: Provide basic amenities and services Just minutes from the Walt Disney World® Resort Select an economy resort and briefly review the following links: Procedures & Polices (Cast Member Procedures) Additional Info Benefits Description Events & Products > Products - Rooms (choose a room type and review)

Walt Disney World Good Neighbor® Premium Hot

Walt Disney World® Good Neighbor Premium Hotels: Provide upscale amenities and service Just minutes from the Walt Disney World® Resort Select a premium resort and briefly review the following links: Procedures & Polices (Cast Member Procedures) Additional Info Benefits Description Events & Products > Products - Rooms (choose a room type and review)

Worldphile

What may A Worldphile Guest be thinking and/or saying? Some examples of the thoughts of a Worldphile Guest are: "I always get a good deal. I wonder if this one could be better?" "I wonder what is new that would make this trip different than the last visit?" "I'm traveling a long distance and need to know what I'm really getting in the total package cost before I say yes." "We probably only need a couple of nights unless there is something the agent tells me that would make me want more." "This seems like a pretty good deal. Do I want to do this or go to Las Vegas?" "The last time I visited, the agent told me the best place to stand to see the fireworks display, WishesTM. I hope this agent can tell me where a couple Hidden Mickey's are." Sales ideas to use when talking with A Worldphile Guest Remember that the Worldphile Guests expect to be treated special. They've spent their money with us in our theme parks through ticket purchases, dining and, in some cases, by staying as Guests at our resorts over the years and, through your attitude, they want to be recognized for it. The Worldphile Guests will require total confidence in you before they will be interested in booking. After all, they've been here many times and believe that they know as much or more than you about the Walt Disney World® Resort. With that thought in mind, you must know that the information you are giving is correct. Offering the Guest "insider tips" will always make them happy. Worldphile Guests will be impressed to know the best places from which to see the parade. Tell them about the restaurants that can serve them both easily and quickly so they will be finished in time to see the fireworks. Example: Most Guests go to the left after walking down Main Street, U.S.A.®. Tell your Guests to go towards Tomorrowland® or to Liberty Square for a head start on the crowd. Ask Discovery questions. These Guests want to be pleased and you must know what it takes to please them. Comment on the things they have done in the past so that you can find out their "favorite" things to do while at the Walt Disney World® Resort. Use excitement when you tell them about what is new. If a Worldphile Guest normally stays at a value resort, ask them if they would like to experience a moderate or a deluxe resort since the cost of the room is so reasonable at this time. However, if they normally stay at a deluxe resort, don't try to move them. Many Worldphiles Guests are used to staying off property. This is a perfect time to remind them of the benefits of staying with us and with the discounted offer they are calling about, it will make sense to get the "total Disney experience." In many cases, the Worldphile Guests have chosen off-site properties due to the cost. With the discounted room savings they will be calling about, we may be able to offer them a better rate than they are used to paying. Remind these Guests of some of the benefits to staying at one of the Walt Disney World® resorts: Early or late admission to selected parks each day. (Extra Magic Hours) Package delivery of purchases sent right to their room. Transportation to and from the parks and other resorts for dining opportunities. The use of their room key as a means to charge their dining or purchases. The Disney magic continues even after they have left the theme park. How to close the sales with A Worldphile Guest These Guests know the room may not be available if they have to call back. Remind them that booking now will ensure that they can take advantage of this money saving offer. Remind the Worldphile Guest that this is a really good offer and even the offer won't be available long. Remain professional and confident when asking for the sale with these Guests. They've come to expect that from you and won't accept anything less. Remind the Guest of the great savings this offer holds and the personal benefits that they will receive by booking a Walt Disney World ® owned resort rather than staying off-site.

Discovery Important Points/Tips

Without discovery, you'll be giving the Guest what you want rather than what they want. Guests will sometimes offer a lot of information when you expand the conversation; at other times, you may receive very little information. Ask only as many questions as necessary to obtain information from your guest. Listening skills will help you determine what additional information will be needed to make an appropriate recommendation.

Modifying and Canceling Air Canadian air

Canadian air Booking Air for Canadian Guests from Select Cities throughout Canada to Select Destinations in Florida. Airline carriers include Air Canada, Delta Airlines, United Airlines, and Canadian-based WestJet. Review the Map below to become familiar with the WestJet departure Cities. Please Note: We are not offering flights from Montreal and other Quebec province airports at this time; however, those airport origins may be added in the future. All of these Cities and their Airport Codes are available in OneSource > Packages Tab > Air Flights from Canadian origin cities will land at the following Florida airport destinations: Orlando International Miami International Fort Lauderdale - Hollywood International As a full-service vacation wholesaler, The Walt Disney Travel Company offers complete vacation planning services to provide our Guests with the convenience of "one-stop shopping." Air travel arrangements are an essential component of the vacation packages we sell. With the proper discovery, it's easy to successfully add airfare to the reservations you book. "What city will you be flying from?" This question assumes that the Guest will require air travel, and is more appropriate to Guests who reside outside the Central Florida area. However, when used appropriately, it is a very effective lead-in because it compels the Guest to think about how they will get here and indicates that you are willing and able to take care of their air travel arrangements for them. Below are some common Discovery Questions used to initiate the airfare sales process: "What city will you be flying from?" "Will you be driving, or flying?" "Have you already purchased your flights?" "How are you planning to get from _____ to Orlando?" There are several ways to proceed with asking questions, depending upon whether: The Guest is planning to fly but has not made any arrangements yet [Air Options]. The Guest is planning to drive [Driving]. The Guest has already shopped for flights and may not have confirmed their reservation yet [Already Have Air]. Important Points to Keep In Mind when Booking Canadian Air Florida airport destinations: Orlando International Miami International Fort Lauderdale-Hollywood International Some markets may not have non-stop service Applies to published air on all operating carriers All airfares are to be quoted in US currency The Air portion of a package must be paid on the same day of the booking with a courtesy hold of 10:00pm Child must pay same fare as adult travelers For fares for 10 or more passengers traveling on the same itinerary the Group Air electronic form must be completed after the land package is booked Canadian passengers must provide DOT required Secure Flight Information: Full, legal name as appears on government-issued ID used to check-in at the airport Birth date, and Gender WDTC cannot process advance seat assignments for WestJet through our reservation system at this time. Contact SD #8266

Epcot Area Resorts, Continued

Disney's Hollywood studios

Transitioning - Hold

In order to handle Guest calls efficiently, you will need to feel comfortable with the procedures for putting them on hold and taking them off hold. Review the On Hold guidelines below. When placing a Guest on hold use the following phrase: May I place you on hold for a moment while I find that information, please? When taking a Guest off hold use one of the following phrases: Thank you for holding. I appreciate your patience. I apologize for the wait. Below are words to avoid when taking a Guest off hold: Hello? Ma'am? Sir? Are you there?

Magic Your Way Ticket with Park Hopper and Water Park Fun & More Options

Includes admission to Magic Kingdom Park, Epcot, Disney's Hollywood Studios, and Disney's Animal Kingdom - Theme Park for a specified number of days Expires 14 days after first use includes admission to more than one Theme Park on the same day Includes admission to Disney's Blizzard Beach Water Park, Disney's Typhoon Lagoon Water Park, Disney's Oak Trail Golf Course and ESPN Wide World of Sports Complex for a specified number of visits

SBC - Add-on Bookings

Introduction "Add‐ons" are additional vacation products that can be added on to a WDTC package. This allows them to roll the price of the activity into their total package price. The Hub path: One Source > Packages > Add‐ons More Information is located in the Description section for the following package add‐ons (linked from the "Add‐ons - WDTC Package" section): Cirque du Soleil Golf Memory Maker In-Room Gifting

Shop Packages Outside 30 Days

Introduction Prior to completing a booking of a reservation you must shop for a Guest. The initial steps of shopping for a Guest are covered in this lesson.

Trust Index

Introduction The Disney Reservation Center and Arise CSPs servicing the Disney Programs, are using the Trust Index process to focus on behaviors. As Disney Heroes we must be aware of our approach to how we offer products and services to our Guests. This means that: When Guests call us to book a reservation they are asking for an experience. We believe you can improve your approach and align your sales skills to deliver that experience. You should strive to create a magical experience on every call. Your greatest successes come from creating a travel experience that matches the Guest's stated celebrations or desires. To be most effective, seek to improve your level of engagement and curiosity about the reasons Guests want to visit Walt Disney World. Ask more probing and relevant discovery questions. You will use the six behaviors (divided into two categories) identified in the Trust Index to build on these insights to improve engagement and discovery. The two categories for Trust Behaviors are Discovery and Communication. Each has three behaviors associated with it as listed below. Discovery: Take ownership and display willingness to help Fact find to confirm needs Match solutions to needs Communication: Build rapport by engaging Guest Natural delivery of communication Uses active listening skills

Disney Traditions

Introduction Yes, there really are dream contracts. At Disney World, the bottom line is imagination; the culture is full of magic and wonder... and the required previous experience: childhood dreams. Imagine all the laughter, astonishment, joy and thrills that have come from this one place. Movies, Animation, News and Sports, Music, Television, Books, Theme Parks and Resorts. After all, a company built on imagination and wonder means the work will be interesting. And always will be. There's room for talented people. It's a dream contract.

Adding Celebrate Notations

Introduction & Overview Ask Every Guest As you are conducting your sales conversation with the Guest it will be your responsibility to ensure that we have asked each Guest to share with us if they are celebrating during their visit to the Walt Disney World® Resort. During the Celebration application portion of your certification we will overview how you can observe if the Guest has previously been asked about what they are celebrating. We will also explore when it is necessary to ask the Guest again when making modifications to their vacation. The Guest may be adding days to their visit so they can include an additional celebration.

Booking Cirque du Soleil CONT.

Introduction, Continued There are no shows on Sundays or Mondays. Show days and times are Tuesday-Saturday 6 pm & 9 pm. Cirque du Soleil seating chart and seating categories are located in One Source. The HUB Path: OneSource > Tickets Tab > Cirque du Soleil > Seating Chart Cirque du Soleil Seating Chart Cirque du Soleil tickets are not refundable.

HELPING

Involve the Guest in the Offer and Objections Guest's devotion soars when they discover they can be an active participant in the service experience. ~Chip R. Bell Involve the Guest by continuing to listening for the whole story while asking questions strategically but conversationally. Share control of the conversation and build on the Guest's suggestions. An objection is the Guest's way of inserting himself into the offer as a decision making party. Objections just mean that the Guest is engaged. Speaking of objections, when a Guest objects this is an opportunity for you to refine your understanding of the Guest's needs and improve upon the sale conversation by finding the right solution for the Guest. This is your time to shine as an effective travel consultant. Below is a process you can use to handle objections successfully. Click on each step to learn more about it.

Spoke clearly with interest, mirrored Guest's pace - enthusiasm was appropriate - preserve the "magical" Guest experience.

Keep a smile on your face. Keep at the Guest pace. Don't interrupt the Guest.

MyMagic+

MyMagic+ What is My Magic+? MyMagic+ is a fantastic new way to experience even more of the magic of a Walt Disney World vacation. Guests will be able to design and experience the Disney vacation they want - personalizing everything from the color of a MagicBand to in-park experiences to capturing memories they can share and relive. A new website and mobile app called My Disney Experience provides a one-stop-shop for all things Walt Disney World throughout every phase of a Guest's visit. It enables Guests to get more information on all Walt Disney World has to offer; reserve dining and other experiences; and make Disney FastPass+ selections in advance. The new Disney FastPass+ service will allow Guests to reserve access to some of their favorite experiences in advance, giving them more time to explore and enjoy our parks and resorts. A new MagicBand, worn on the wrist, will become Guests' key to unlocking the magic, serving as a room key, park admission, access to Disney FastPass+ selections, access to Disney PhotoPass photos and payment mechanism (optional) all rolled into one.

Asked Guest for Past Visits history

No need to ask on past visits of five or more

Booking Published Air Booking Published Air

Non‐refundable, or "published" fares are widely available via the Global Distribution Systems (GDS) and on the internet. These fares may be booked by any travel agent or airline reservation agent, or directly by the consumer. Unlike negotiated air, published fares are not part of a contract between the airline and the Walt Disney Travel Company, and as such, different rules and restrictions will apply. Go to the following path and read the information indicated below. The Hub path: Packages > Air > Air Policies WDTC Booking Guidelines Air Booking Schedule Secure Flight Although Secure Flight is covered in the "Booking Negotiated Air" module, this information should be briefly revisited as a reminder that the policy applies to all air reservations. Hub Path: Packages > Air > Air Overview Name Change

The Offer-Based Selling Acronym - OBS

Offer based selling is: A process for booking Cirque du Soleil reservations based on discovering the Guest's needs and exceeding their expectations.

Verify existing email address to guest by reading it out to the Guest if already existing.

(Either on profile or reservation)

Make sure Coded Comments and Remarks are filled in accordingly, if applicable. Select the correct interaction based on your conversation with the Guest.

(Package change, unchanged, dates, etc.)

Welcome the Guest and acknowledge that they are first time or repeat Guests. Ask the Guest if they have been to Disney. If not, welcome the Guest. If they have, welcome them back.

(i.e. "I'll be happy to help you and welcome to Disney." or "I'll be happy to help you, welcome back.")

Make sure to enter internal note of policies read to the Guest on new bookings. Make sure to enter internal notes on existing reservation calls on what was done to the reservation.

(i.e. taking payment, adding DME, etc.)

QA Form Overview

1. Did CSP use correct opening spiel? (3 points) Thank you for calling Walt Disney Resorts, where celebrations are our specialty, my name is (full stage name), how may I help you? 2. A. Search Passport to locate existing Guest Residence. 2. B. CSP verified at least 3 pieces of information for accuracy before discussing any reservations or residence details (If Guest does not have a reservation, confirm at least 2 pieces of information). (both 2.A. and 2.B. together total 5 points) Guest profile - confirm at least two pieces of Guest info (reservation number, full name, address, phone number). Existing reservation - verify three points of the four points of Guest information (reservation number, full name, address, phone number) on all. You must verify the information in Passport - Reservation Details (not the Guest Profile). 3. After searching Passport, create a Guest Residence if one does not exist. (5 points) After searching two times in Passport, create the profile. 4. Enter new Email Address or verify Existing Email Address. (5 points) Verify existing email address to guest by reading it out to the Guest if already existing. (Either on profile or reservation) No email exists - ask the Guest and once they give it to you repeat it by alpha-verifying. 5. Asked Guest for Past Visits history. (4 points) No need to ask on past visits of five or more. Ask only on shops, booking and ticket orders. We do not ask Cast Members. 6. Verified and updated Date of Last Visit. (4 points) Always ask on shop, new reservations, and ticket orders. If it has been updated within the year, do not ask. Never ask a Cast Member. 7. Update or Record Vacation Interests Accurately. (5 points) Make sure to update the vacation interest pop up and interactions. 8. Record Interactions Accurately (5 points) Make sure to enter internal note of policies read to the Guest on new bookings. Make sure to enter internal notes on existing reservation calls on what was done to the reservation. (i.e. taking payment, adding DME, etc.) Make sure Coded Comments and Remarks are filled in accordingly, if applicable. Select the correct interaction based on your conversation with the Guest. (Package change, unchanged, dates, etc.)

Passport Submit a request

1. Enter the search profile in the Find Guest pane. 2. Click Find. 3. Click to highlight the specific target Guest. 4. Click the Guest Profile button. 5. Click the Collateral button displayed in the action bar below the Interactions Timeline panel. The Collateral button is also displayed on the results listing and can be used if the Guest information has been appropriately validated, saving one step in this path. 6. Select the desired collateral from the Collateral Name drop-down menu. The description, media type, and language of the item will be displayed based on the menu selection. The Average Ship Time field may also be displayed. 7. Click "Add Request to List". 8. Click the Submit button to finalize the order. This will forward the order for fulfillment and record the appropriate Guest transaction on the Guest's profile Interactions Timeline.

Metrics Commitment Adherence (CA) Intervals Serviced* Average Handle Time (ATT) Guest Satisfaction Measurement (GSM or Post Call Survey) for "Agenda Helpfulness"

80-89.99% 90-94.99% ≥95% 30-34 intervals >34-38 intervals >38 intervals 500-800 seconds 450-499.99 seconds <450 seconds 85-89.99% 90-94.99% ≥95%

Book Package with Ground Transportation Outside 45 Day DME Guest Not Arriving by Plane to Orlando International Airport

A Guest staying at a participating DME resort who is not arriving by plane to OIA is still eligible for the service. Examples: The Guest is dropped off at the airport by a transportation company after a cruise and before the start of their Disney stay. The Guest rents a car elsewhere for the first part of their vacation and drops it off at the airport on the day of check‐in at their Disney resort. The Guest arrives at the airport and has a one‐night stay at the airport hotel. The process of booking DME will remain the same. You will still book the DME portion of the trip from the airport to the participating resort on the date of check in. However, there are four things to remember and advise the Guest: Do not complete the arrival flight information on the Disney's Magical Express®(TAG) application, since there is none on the day the Guest arrives at the airport. Advise the Guest not to tag their luggage, or it will be processed as part of DME on the day they arrive. Advise the Guest to ignore the confirmation printout indicating that we need their arrival flight information. Advise the Guest to check in with the DME representatives on Level 1 on the "A" side of the airport with their luggage to take advantage of the service.

Adding Celebrate Notations Accessing via SBC Accessing Celebrations via recap and reservations screens

A celebration may be linked to the Guest's reservation in SBC at any time. You can link to the Celebration application and create the Guest record from the Recap screen or when you return to the Reservation screen to post the deposit. Click Confirm All to confirm the reservation and display the Recap screen. Notice the Celebrations link at the top of the left navigation panel. This link Launches the Celebration application. Provides a visual indication of whether celebration information has already been entered for this reservation. From the Recap screen click the Return to Reservation button. On the Reservation page you will still see Celebrations at the top left.

Creating a Celebration The Recap Screen

Accuracy is very important at this stage. The celebration name may be used in future communication or otherwise seen by the Guest. It is very important that names are spelled correctly and that the name used accurately communicates the Guestʹs vision of their celebration. After a new celebration is added, modified or removed, carefully review the name displayed, as it may have been changed or updated by the Celebration application. After confirming that the displayed name is accurate: Continue by selecting the Submit button. The Recap screen will be displayed. The Recap screen The Recap screen displays the details for each celebration. The details on the right will include the celebrant's name, linked reservations or events (including reservation number), and the date and time for each reservation. The Recap screen will also be the landing page when returning to the Celebrations application to modify a Guestʹs celebrations or enter additional celebrations for their visit. To view the details of another listed celebration, click on the item in the Celebrations List to display the information for the celebration on the right side of the screen.

STS Understanding Active Listening and Questioning Strategy (Select Data)

Active listening shows your ability to focus on the Guest. To become a great active listener you must acknowledge feelings and facts, resist distractions, and suspend judgments while avoiding assumptions. Asking questions is a big part of active listening. Having a good questioning strategy will help you gather the best data. A good questioning strategy includes a variety of questions of different types. Earlier in the course we talked about open- and closed-ended questions. Remember that closed-ended questions can be answered with yes, no, or similarly short responses. They are often used to obtain or confirm facts. Open-ended questions are used to elicit more information from a Guest in a more dialogue-like approach. Let's talk about a couple more specific question types. Click each below to learn more about them.

Creating a Celebration Adding Another Celebration

Adding Another Celebration After saving a celebration entry, you can add another or continue to complete the Guest's celebration information. Adding an Event to an Existing Celebration Occasionally, when entering a celebration for a Guest who is making a dining or event reservation, you will see that the celebration has already been created for their resort stay. For example, the Guest is celebrating their birthday and this was attached to their dining reservation, but now the Guest is calling to add the celebration to their resort reservation. Because the celebration for the Guest has already been made, we only need to attach this celebration to the appropriate event. To include the new event in the Guest's celebration: Click on the Pencil icon next to the appropriate celebration to edit the celebration information. Click on the My Disney Events tab to display the event reservations. Select the appropriate event(s) by clicking on the check box next to the listed events. Click the Save button to attach the additional event(s) to the Guest's celebration.

Ticket Media Review

Additional tickets that can be purchased in advanced through the DRC include: Magic Your Way Stand Alone Tickets Annual Pass Florida Resident Tickets and Annual Pass Special Event Tickets

International Addresses and Phone Numbers

Addresses: When taking international address information from a Guest, complete all fields as necessary and carefully spell the information back to the Guest. Mistyped information will prevent the Guest from receiving some of our information. The Hub path: DRC tab > Guest Topics > Country & State/Province Codes State codes are required for all addresses. When locating a Guest Profile in Passport, ensure that the correct value is populated in the State/Province field. If the state isn't entered correctly, an "Invalid State / Country Code" or "Missing State / Province Code" error will occur when you attempt to confirm a reservation. If the state is incorrect or missing in SBC, you will not be able to complete the booking and you must: Exit SBC and check the DRC tab for the correct value to be entered in the Passport State/Province field. Make the correction in Passport and launch SBC again. Verify that the SBC State field is correctly populated. Phone Numbers: Similar to the address tile, the Guest may have one or more phone number tiles in their profile. The default country indicated in the Phone Number tile will match the country selected in the address tile. This can be adjusted if necessary using the drop-down menu selector. It is not necessary to enter the Guest's dialing prefix or country code in the Phone Number field of this tile. Although the contact center Data Capture and Accuracy rules for the Guest do not require you to verify the Guest's phone number, it is always a good idea to do so. The only way to keep the Guest's contact information accurate is to verify that the information we have in Passport is still correct. There is no automatic system procedure in place to update this information. Passport will not accept any letters or symbols in the Phone Number field except the hyphen to separate number groups. Phone numbers may be entered with or without hyphens.

5. Obtain Buy In

After providing the solution ensure that the Guest agrees with and feels a part of the solution. Obtaining buy-in is essential to the relationship with the Guest and closing the sale. Tips for Handling Objections: Stop, listen, and listen some more Focus on the Guest Don't make early assumptions Encourage the Guest to talk Reveal Guest concerns and involve him or her in the conversation Remember, objections can occur at any time during the sales process. They are an indication that the Guest is involved in the process and wants to be a part of the decision-making process.

Creating a Celebration Selecting Celebration Type

After selecting the Guest(s) the celebration will focus on, select the celebration type. We are selecting the Guest that will be the focus of the celebration or the actual celebrant. For example, a wedding celebration is created only for the wedding couple - not for the wedding Guests. The Celebration Type drop‐down menu lists the most commonly celebrated Guest occasions. There is also an "Other" option, for which you can provide a custom description of the celebration. Review the drop‐down menu selections. For Guests who are visiting the Walt Disney World® Resort simply because they love it, the drop‐down menu also includes a "None" option, used to let other Cast Members know that you have already asked the celebration question and discovered that the Guest will not be celebrating a specific occasion during this visit. In Progress Indicator When you are in the process of creating a new celebration entry, you will notice an In Progress indicator on the left side of the screen, where the system will soon display a quick‐glance summary of the celebration(s) entered for the Guest. Once you have selected the Guest's celebration type, the screen will be updated to include new fields for gathering some additional details about the event. Each celebration type has its own unique fields with a few key facts to help fellow Cast Members to recognize the Guest. Examples of celebration events include birthdays, anniversaries, engagements, first visits, honeymoons, reunions, weddings and other more personalized events. The "Other" category offers the flexibility to share the Guest's unique celebrations with our Cast. Some of the events that might be recorded as "Other" would include high school or college graduations, retirement, or a promotion.

Creating a Celebration Saving the Celebration Using the Done Button

All additions or modifications made up to this point are being held by the Celebrations application for future processing, which will all be done at once. The application waits until all of the celebration entries have been created or modified before processing. This saves time and prevents application delays, or ʺspinning,ʺ between each entry. When the Done button is clicked, the Celebrations application saves or updates the celebration records and links to resort and event reservations that have been made. This ʺbatch-processing" at the end of the session will save time and allow you to quickly switch back to your primary reservation application, SBC, to complete your sales and reservation booking conversation with the Guest.

CELEBRATIONS Tool & Resources

An Online Celebration Advisor is available for Guests. Accessible at disneyparks.com Guest tool for planning the perfect occasion vacation Guests enter celebration information to receive suggestions for amplifying their special occasion Celebration Application Here is a preview of the Celebration Application that you will be using when planning your Guest's celebration. The Celebration application allows you to capture information in advance regarding any special occasions that your Guests may be celebrating. It is very important that you inquire about (and offer) suggestions for celebration occasions, and record related information using the Celebration application. Note: Do not discuss the Celebration application with your Guests or suggest that their special occasion will be recognized. We will discuss more about the Celebration application later in the course.

Booking Open Jaw Air Overview

As defined in the Air Glossary, an open jaw is an intentional three‐point itinerary that allows passengers to fly back to their airport of origin (home) from a different airport than the airport they arrived in. We cannot book open jaw itineraries that allow passengers to fly back to another airport other than their origin. Go to the following path and read the information indicated below. The Hub path: Packages > Air > Air Overview > Air Glossary SBC Screens Air Requirements and Preferences screen: Guests may fly home from a different airport in Florida. Guests must return to their origin city.

Memory Maker

As we have reviewed, Memory Maker is available to add (Advance Purchase) to a MYW Package as well as A Disney Room Only. It is also available as a Stand Alone Purchase. Guests may purchase Memory Maker as an Advance Purchase through the DRC and MDX. If Guests are calling less than 3 days from arrival, we will advise the Guest of the Advance Purchase Policies. If they prefer not to wait 3 days to have access to Memory Maker, they may also purchase on property at a Non-Discounted price that is available to use immediately!

Good Judgment and Stage Presence

As with all of your duties and responsibilities, you are expected to demonstrate professionalism and good judgment at all times. No matter what your role is, you are 'on stage.' Your attitude and performance are direct reflections on the quality of the Disney show. It's those things that you don't always think of that detract from Disney Guests' enjoyment--chewing gum, barking dogs, cell phones ringing...or no smile in your voice. All of this adds up to one of the most important aspects of your role in the Disney show: good stage presence. Please keep in mind that when you're on the phone, these guidelines for on stage presence still apply. In addition to Disney Guests' high expectations for professionalism, you have to remember that you are representing the Disney Company. It is important to realize your "stage" is a very broad one!

Sales Tip

As you review the various Passport screens, consider how you can use the information gathered in Passport as a welcoming tool. Part of "Creating Relationship Magic" is being able to say: "Welcome back, Mr. Guest! I'm very happy to assist you with your vacation plans once again. I see you were a Guest at Disney's Beach Club Resort during your last visit. How was your stay?" Interesting Facts - Age vs. Birth Date In a DRC measurement, 1,115 Guests were asked during a three‐week period to provide their birth date. 7% asked why, but still gave it 53% gave the date without question Only 11% refused When asking this information, you are only required to ask for a birth date for adult Guests (18+) when they are booking air. This will be covered in depth during your live session and the Air Module.

Driving Principles

As you wrap up a call, think about the driving principles: Did you think like the Guest? Did you persuade the Guest through keeping the Guest involved? Did you earn the right to advance? If you felt you were unsuccessful, it is also likely that you answered no to one of these questions. Be sure to keep these in the forefront of your mind throughout your interaction with Guests.

Adding Celebrations Key Points

Ask every Guest what they will be celebrating during their vacation in order to help them create memories that will last a lifetime. Maximize Guest experiences with relevant options when helping them plan a special occasion. Connect the Guest with other areas of the Disney company to provide additional services or products. Use your sales skills to effectively handle objections.

Inquire about any special occasion the Guest may be celebrating during their visit. (5 points)

Ask for celebrations on shop calls or new booking.

2. Ask Question

Ask more discovery questions to ensure you fully understand the objection and the facts surrounding the Guest's needs.

E-Mail

Asked for E-Mail Button If the e-mail field is blank an Asked for E-Mail button will be displayed. This is used to indicate that the Guest's e-mail address was requested but the Guest declined or did not have an e-mail address. When the Asked for E-Mail button is clicked the message "Last asked for e-mail: mm-dd-yyyy" is displayed or updated and shown in gray. This will set the indicator that the Guest has been asked for their e-mail address on this date reducing the need to ask the Guest on every call in the near future: If the Guest does not have e‐mail access or does not wish to share their mail address, leave the Email field blank. Do not enter a period [ . ] or words or phrases such as "does not have," "no email," "none," or "refused to give." Entering anything other than a valid e‐mail address in the E‐Mail field is a huge disservice to the Guest, because Passport will not be able to verify the email format. Benefits of E-mail to Our Guests Consider the email messages sent to your Guests as an extension of your conversation with them. These messages are relevant to the Guest's preferences because you have taken the time to capture them accurately. E‐mail messages benefit Disney's business by promoting calls from the Guest, which provide potential revenue for Disney's sales agents. These messages enable the Guest to receive relevant and timely information regarding their upcoming vacation. They also remind the Guest to call us to make advance dining reservations, schedule golf tee times, and purchase their tickets prior to arrival. For example: Say, "Would you like to provide your e‐mail address so you receive your confirmation electronically?"

Tallest Attractions

At 199.5 feet, Expedition Everest™ at Disney's Animal Kingdom® Theme Park is the tallest attraction at the Walt Disney World® Resort, followed by The Twilight Zone Tower of Terror™ at Disney's Hollywood Studios™ (199 feet), Cinderella Castle at the Magic Kingdom® Park (189 feet), Spaceship Earth at Epcot® (183 feet), Space Mountain at the Magic Kingdom® Park (180 feet) and The Tree of Life at Disney's Animal Kingdom® Theme Park (145 feet).

Disney's Animal Kingdom® Area Resorts

At Disneyʹs Animal Kingdom® resort area, Guests can enjoy a truly unique resort experience, Guests may select to stay near an African savannah at Disneyʹs Animal Kingdom Lodge, Disneyʹs Animal Kingdom Villas - Jambo House or Disneyʹs Animal Kingdom Villas - Kidani Village, where they can wake up to spectacular views of exotic animals grazing next to their room. The Disneyʹs Animal Kingdom® resort area also includes: Disney's Animal Kingdom Lodge Disney's Coronado Springs Resort Disney's All-Star Sports Resort Disney's All-Star Music Resort Disney's All-Star Movies Resort

Disney Springs® Area Resorts

At Downtown Disney, Guests can experience city fun that includes, unique shops, restaurants and entertainment. Disney Springs includes: Disney Springs® Marketplace Disney Springs® West Side featuring Cirque du Soleil® La Nouba™, the House of Blues Music Hall, and AMC Pleasure Island 24 Theatres Complex Guests can also dine at exciting restaurants such as Wolfgang Puck Cafe, Bongos Cuban Cafe, Planet Hollywood and Crossroads at House of Blues Disney Springs® Area Resorts Disney's Saratoga Springs Resort & Spa Disney's Port Orleans Resort - Riverside Disney's Port Orleans Resort - French Quarter Disney's Old Key West Resort

Celebration Application role & purpose

At the Walt Disney World® Resort, our goal is to surprise and delight our Guests at every opportunity. In order to create that special opportunity to surprise and delight our Guests we must ask the Guest what they will be celebrating. This is required for every new booking or shop call and modifications that may indicate a change in the Guest's celebration plans. Everyone appreciates special attention and recognition when celebrating an important life event. Birthdays, engagements, weddings/commitment ceremonies, honeymoons and anniversaries are just a few of the events that are often celebrated by people throughout the course of their lives. We all like to be recognized, especially on a day that is important to us. Cast Members from all across the Walt Disney World® Resort will use this information to surprise and delight our Guests, including: Housekeepers Front desk Wait staff Tours Recreation Cast Guest Relations Resort Call Center Surprising and delighting our Guests The Celebration application will communicate Guest celebration information with our Cast across the property. Fellow Cast Members will have the information they need to surprise a Guest with a balloon, card, or dessert to go above and beyond to recognize a special occasion.

Special Event Tickets (Hard Tickets)

At various times throughout the year the Magic Kingdom® Park hosts special events. Tickets are sold by the DRC. Special event tickets can be sold up until 2 hours before the event begins: DRC CSPs and Cast Members can sell special event tickets up to two hours before the event begins (event start times will vary). These tickets will be sold as "will call" at same‐day prices (no advanced purchase savings would be available to the Guest at this point). The Hub path: OneSource > Events > click on event Refer to the Description link for each of these special event tickets: Mickey's Not‐So‐Scary Halloween Party Mickey's Very Merry Christmas Party Night of Joy *Note the pricing grid for the most current hard ticket event, if available.

Special Reservations

Backstage Areas Backstage areas book and modify reservations that we are not supposed to touch: Automation Support Wholesale Special Requests Group Camping, etc. NTP stands for "Non‐Telephone Personnel," or sometimes called "No Touch Please:" These types of reservations cannot be modified in anyway by a CSP or anyone other than a Cast Member in that specific backstage area. Anytime an NTP reservation is launched from Passport, an alert message will popup.

Package Details Page

Basic Plan From within the training environment, click on each of the following links to view the available information on the subsequent page: Validity Dates (bottom of the page) Booking/Sales - indicates the date range during which the reservation can be booked Travel - indicates the date range in which Guests may arrive on the package Components (left navigation panel) Indicates the components included in the package

STS Be Ready How to Be Ready

Be ready to meet the Guest's needs. To do this: ​Discuss benefits to the Guest. Discuss benefits to you. What does it mean to not be ready? What can happen if you are not ready to receive your Guest? What can you do to accomplish the task of being ready? There are three categories of Guest needs that we should anticipate: Informational Needs Emotional Needs Physical Needs In order to be ready to meet the Guest's needs you must: Prepare yourself Get organized Here are some ways to help prepare to meet the Guest's needs: Review policies and procedures Review advisories Review new products and services Have quick-reference guides, package code tools, and other resources ready for use Set your personal issues of the day aside and prepare to make magic for the Guest Anticipate how the Guest is likely to feel Listen for clues in the Guest's tone of voice or word choices Reflect on previous experiences with similar Guests

Verbiage and Transitions

Below are specific words that you should avoid using with Guests: Huh What Yeah Okey Dokey Sure Uh Huh Bye Bye Mmm Hmmm No problem Babe, Sugar, Hon OK NOTE: If you have questions about appropriate word usage, please discuss them with the instructor at your next live session.

Voice Quality

Below are the Components of Voice Quality: Volume Tone Tempo/Speed Articulation Inflection Courtesy Professional Quality

Verbal Communication

Below are verbal communication tips when communicating with the Guest. Keep it simple Explain and/or provide an example Use clear, direct words Avoid vocalized pauses Respect listeners Repeat your main idea Redirect the conversation Check for understanding

Basic Plan vs. Room-Only Overview Benefits for the Guest

Benefit 1: The Basic Plan offers admission to Disneyʹs Wide World of Sports® Complex or one round of miniature golf per person for just a few dollars more than a room‐only booking. In the few cases that the Basic Plan is as little as $8.00 more, the savings on admission to Disneyʹs Wide World of Sports® Complex or a round at one of our two miniature golf courses is still a great deal for the Guest. Benefit 2: Booking through WDTC will allow add‐on experiences to be included for revenue producing results, options include: Cirque du Soleil® as an add‐on instead of a separate booking. Golf. Benefit 3: Extended cancellation policies. Note: You can use these benefits to sell the Basic Plan or to handle objections.

Offer-Based Selling Benefits

Benefits for CSPs: Increases efficiency by providing a one‐screen approach to quoting and customizing offers. Fairly enables all CSPs to book the total vacation experience. Provides up-sell opportunities by displaying relevant alternatives to offer the Guest, which results in higher conversion rate. Benefits for Guests: Displays offers that most closely match the Guest's preferences by using the information provided on the Discovery screen. Maximizes the Guest's vacation booking experience by offering one‐stop shopping. Offers a variety of opportunities by easily customizing add‐on components. Benefits for Disney: Works in conjunction with Guest preferences to meet the forecast needs of Disney resorts. Maximizes available room night value for occupancy and revenue by determining minimum and maximum night stays on availability requests. Displays sales opportunities to maximize the Guest's stay by encouraging ticket sales and add‐on components.

Booking Cirque du Soleil Booking Process

Booking Cirque du Soleil® tickets in a la carte is simple. To begin, locate the Guest then select the Theater/Stadium Event radio button on the Discover sub-tab. Party Size: You may book Cirque du Soleil for up to 10 Guests per reservation. All parties of 11 will be Warm transferred to Cirque Help #8241. All parties of 12 or more will be COLD transferred to #8406, to the Las Vegas Cirque du Soleil Team handles all groups. When to Transfer the Call You will need to transfer the Guest call to the help line if: Guest has special needs. Guest requests specific section/seats after you have booked the tickets. Guest has received tickets and is calling to request specific section/seats. Separate parties request to be seated together. Caller is adamant about not wanting non‐contiguous seats. Guest proactively requests a specific seat or section (e.g., "I want section 103, row G, seats 10, 11 and 12"). Booking Process Booking Process If the Guest does not request specific seats, process the reservation as normal. If the Guest asks if one seat is better than another, tell them "every seat is a great seat." The Facility field will be pre-populated with Cirque du Soleil. Date and Time Fields The date and time information displayed in the Theatre/Stadium Event screen is limited to searching for a single show date and time. Enter a specific date in the Date field and the Calendar tool. Product Field Select the requested Category or the Category specified on the Guests Package, Voucher or Gift Certificate. The Product field will default to Cat 1. If the Guest has not expressed a specific category of interest for the show this should be adjusted to Cat FC for Category Front & Center to facilitate finding the best available seats for your Guest.

Book WDW Packages Outside 30 Days

Booking a Package Once the discovery of the Guest's basic travel dates and travel party are completed in Passport, you can now easily move to SBC to enter the Guest's accommodation and travel package preferences, identify travel offers, and book their Disney vacation. Follow along in the training environment as we walk through these steps. Through the shopping process, you should have entered all necessary information in Passport. Now you can go to SBC. In Passport, with information from shopping entered: 1. Click Go to SBC. On the Discovery screen: 2. Select the appropriate options in the Tickets section. 3. Select the appropriate options in the Dining section. On the Discovery screen: 4. Click to select the Deluxe Resort radio button in the Tier section. 5. Click the Vacation Interests link in the navigation panel or press [Ctrl] + [Shift] + [V]. On the Vacation Interest screen: 6. Select the appropriate option from the Travel Party drop‐down menu. 7. Click the check box for the appropriate interest(s). 8. Click Continue Reservation. On the Discovery screen: 9. Click Continue. On the Offers screen: 10. Click on the Freeze button for Offer 1. On the Offers screen: 11. Click on the Total button. On the Already Selected screen: 12. Review the total price of all components. 13. Click OK. On the Offers screen: 14. Click Select. NOTE: When accessing the Already Selected screen from the Reservation screen, insurance will show as a separate component block, allowing you to uncheck the Book box if the Guest declines insurance at this point, or uncheck the Price box for pricing purposes. On the Reservation screen: 15. Scroll down to the Itinerary Confirmation section to ensure the confirmation information is correct. 16. Scroll through the entire page to view all of the reservation details. 17. Click on the New button in the Internal Notes section. Notes regarding the Itinerary Confirmation section: The Confirmation Method drop‐down menu is used to select the confirmation delivery method. It will display all of the available options for the specific Guest. The default selection for Guest bookings will be: Email (if the guest has provided an email address) Fax Printer Suppress Confirm the Guest's confirmation delivery preference based on the information displayed: "Would you like to receive your confirmation electronically?" "Will your reservation confirmation reach you at _____@___.___?" Prior to entering notes be sure you cover the modification and cancellation policy with the Guest. An example of this is: "Mr/Mrs Guest your deposit amount will be $200 that is due on (DATE) and your final payment will be due (DATE). If you need to Modify this Reservation within 30 Days of your check in date you are subject to $50 Change Fee. If you need to Cancel your reservation within 30 days of your check in date you are subject to a $200 cancellation penalty." On the Internal Notes - Create/Edit Notes screen: 18. Type "advised change and cxl policy" in the Enter New Notes Info field. Always include your stage name in your notes. Click Add to display the notes in the Existing Notes field. The date and user ID will be recorded automatically. 19. Click OK. Notations Reservation Notations: There are three different areas to enter notations on a reservation; the nature of the notation will determine which area it will go in. Internal Notes Strictly for our use by us while servicing DRC and for DRC employees Use professional language and limit notes to the facts Anything recorded in these fields can be used in a court of law Coded Comments Only pertain to Walt Disney World® resort reservations and are not entered on non‐Walt Disney World® hotel reservations Selected from drop‐down menus in the reservation component wrap‐up screens Remarks Be brief, and abbreviate where possible Entered as free‐form text in the reservation component wrap‐up screens Follow this HUB path to learn more: DRC tab > Systems Assistant > SBC Assistant > Booking Process and Screens > Reservation Screen > Internal Notes, Remarks and Comments On the Reservation screen: 20. Click Confirm All. On the Accommodation Wrap‐up screen: 21. Enter the date of the Guest's last visit to this resort. This is different from the Date of Last Visit to WDW field in Passport; this field indicates the last time the Guest stayed at the specific resort. If the Guest has never stayed at this resort before, a zero will default in the field. ("0"). 22. Click on Coded Comments. On the Coded Comments screen: 23. Select an applicable coded comment (for this booking, "ground floor"). 24. Click OK. 25. Scroll down to the Remarks section. 26. Click Enter. 27. Type "request near elevator" in the Enter Remarks field. 28. Click Enter. 29. Click OK. 30. Click Continue. On the Recap screen: 31. Click the Return to Reservation button. On the Reservation screen: 32. Click the Post button in the Deposit Requirements section. On the Advance Payment screen: 33. Make the proper selection in the Method of Payment drop‐down list. When the appropriate credit card type is selected, the currency code will default to USD - do not change this default. The cardholder information fields will be auto‐populated with the primary guest's information. 34. Complete the Credit Card #, Expiration Date and Post Amount fields. 35. Click to select the Yes or No radio button to answer the question, "Use this credit card for charges incurred during your stay?" 36. The billing address and the name on the credit card must be verified by asking: ʺHow does the name appear on the credit card and what is the billing address for the card?ʺ 37. Click Process. On the Reservation screen: 38. Click Confirm All. On the Recap screen: 38. Recap the information to the guest from the top to the bottom of the screen, leaving the reservation number till last: "I have confirmed a reservation for __________, for [party summary], arriving on ___________ for___ nights, departing on ________ at _________ resort in a [room type] with the [package name]. This package includes ______________, and trip interruption and cancellation insurance. The deposit amount of $________ has been charged to your credit card. The remaining balance will be due by __________. Once again, your total package price is $_________. Your reservation number is _____________." Note: When recapping the party summary, include the full names of all Guests and ages of the children. If air is included, spell back each name. 39. Click on the Exit to Passport button. Quality Recap Following are some quality monitoring attributes to remember when recapping a reservation: The Recap screen must be reached before spieling the reservation number or ending the call. If the system does not display the Recap screen, it is appropriate to call the Guest back to recap the reservation, unless he or she prefers to hold. Confirm all details of the reservation. Information to recap (all that apply): Party summary (Full names of all Guests and ages of children. If air is included, spell back the names.) Reservation number Accommodations (resort, room type, arrival/departure dates) Tickets (all applicable policies and procedures) Insurance Air Car Transfers Deposit due date Deposit amount Balance due date Total reservation price For modification calls, any changes to the package components or price must be recapped. When adding DME to an existing reservation, the travel dates and party size must be recapped. Hard ticket information (party size, date, name of event, time), should be recapped from the billing screen prior to processing payment.

Book WDW Packages Outside 30 Days

Booking a Package Once the discovery of the Guest's basic travel dates and travel party are completed in Passport, you can now easily move to SBC to enter the Guest's accommodation and travel package preferences, identify travel offers, and book their Disney vacation. Follow along in the training environment as we walk through these steps. Through the shopping process, you should have entered all necessary information in Passport. Now you can go to SBC. In Passport, with information from shopping entered: 1. Click Go to SBC. On the Discovery screen: 2. Select the appropriate options in the Tickets section. 3. Select the appropriate options in the Dining section. On the Discovery screen: 4. Click to select the Deluxe Resort radio button in the Tier section. 5. Click the Vacation Interests link in the navigation panel or press [Ctrl] + [Shift] + [V]. On the Vacation Interest screen: 6. Select the appropriate option from the Travel Party drop‐down menu. 7. Click the check box for the appropriate interest(s). 8. Click Continue Reservation. On the Discovery screen: 9. Click Continue. On the Offers screen: 10. Click on the Freeze button for Offer 1. On the Offers screen: 11. Click on the Total button. On the Already Selected screen: 12. Review the total price of all components. 13. Click OK. On the Offers screen: 14. Click Select. NOTE: When accessing the Already Selected screen from the Reservation screen, insurance will show as a separate component block, allowing you to uncheck the Book box if the Guest declines insurance at this point, or uncheck the Price box for pricing purposes. On the Reservation screen: 15. Scroll down to the Itinerary Confirmation section to ensure the confirmation information is correct. 16. Scroll through the entire page to view all of the reservation details. 17. Click on the New button in the Internal Notes section. Notes regarding the Itinerary Confirmation section: The Confirmation Method drop‐down menu is used to select the confirmation delivery method. It will display all of the available options for the specific Guest. The default selection for Guest bookings will be: Email (if the guest has provided an email address) Fax Printer Suppress Confirm the Guest's confirmation delivery preference based on the information displayed: "Would you like to receive your confirmation electronically?" "Will your reservation confirmation reach you at _____@___.___?" Prior to entering notes be sure you cover the modification and cancellation policy with the Guest. An example of this is: "Mr/Mrs Guest your deposit amount will be $200 that is due on (DATE) and your final payment will be due (DATE). If you need to Modify this Reservation within 30 Days of your check in date you are subject to $50 Change Fee. If you need to Cancel your reservation within 30 days of your check in date you are subject to a $200 cancellation penalty." On the Internal Notes - Create/Edit Notes screen: 18. Type "advised change and cxl policy" in the Enter New Notes Info field. Always include your stage name in your notes. Click Add to display the notes in the Existing Notes field. The date and user ID will be recorded automatically. 19. Click OK. On the Reservation screen: 20. Click Confirm All. On the Accommodation Wrap‐up screen: 21. Enter the date of the Guest's last visit to this resort. This is different from the Date of Last Visit to WDW field in Passport; this field indicates the last time the Guest stayed at the specific resort. If the Guest has never stayed at this resort before, a zero will default in the field. ("0"). 22. Click on Coded Comments. On the Coded Comments screen: 23. Select an applicable coded comment (for this booking, "ground floor"). 24. Click OK. 25. Scroll down to the Remarks section. 26. Click Enter. 27. Type "request near elevator" in the Enter Remarks field. 28. Click Enter. 29. Click OK. 30. Click Continue. On the Recap screen: TOP-TO-BOTTOM & LEFT TO RIGHT 31. Click the Return to Reservation button. On the Reservation screen: 32. Click the Post button in the Deposit Requirements section. On the Advance Payment screen: 33. Make the proper selection in the Method of Payment drop‐down list. When the appropriate credit card type is selected, the currency code will default to USD - do not change this default. The cardholder information fields will be auto‐populated with the primary guest's information. 34. Complete the Credit Card #, Expiration Date and Post Amount fields. 35. Click to select the Yes or No radio button to answer the question, "Use this credit card for charges incurred during your stay?" 36. The billing address and the name on the credit card must be verified by asking: ʺHow does the name appear on the credit card and what is the billing address for the card?ʺ 37. Click Process. On the Reservation screen: 38. Click Confirm All. On the Recap screen: 38. Recap the information to the guest from the top to the bottom of the screen, leaving the reservation number till last: "I have confirmed a reservation for __________, for [party summary], arriving on ___________ for___ nights, departing on ________ at _________ resort in a [room type] with the [package name]. This package includes ______________, and trip interruption and cancellation insurance. The deposit amount of $________ has been charged to your credit card. The remaining balance will be due by __________. Once again, your total package price is $_________. Your reservation number is _____________." Note: When recapping the party summary, include the full names of all Guests and ages of the children. If air is included, spell back each name. 39. Click on the Exit to Passport button. Quality Recap Following are some quality monitoring attributes to remember when recapping a reservation: The Recap screen must be reached before spieling the reservation number or ending the call. If the system does not display the Recap screen, it is appropriate to call the Guest back to recap the reservation, unless he or she prefers to hold. Confirm all details of the reservation. Information to recap (all that apply): Party summary (Full names of all Guests and ages of children. If air is included, spell back the names.) Reservation number Accommodations (resort, room type, arrival/departure dates) Tickets (all applicable policies and procedures) Insurance Air Car Transfers Deposit due date Deposit amount Balance due date Total reservation price For modification calls, any changes to the package components or price must be recapped. When adding DME to an existing reservation, the travel dates and party size must be recapped. Hard ticket information (party size, date, name of event, time), should be recapped from the billing screen prior to processing payment. Download this file: Booking a Package Activity Create a booking and complete the form as you progress. Be sure you document the reservation number you create throughout this process. You will need to keep all reservation numbers created in the training system on hand throughout certification. Bring your completed form to the next live session.

Basic Plan vs. Room-Only Overview Benefits for the CSP

Booking through WDTC will allow increased revenue through adding additional products and services: Car rental Transfers Airfare Trip interruption and cancellation insurance

Bridging

Bridge by suggesting future options, asking about future plans, and stating your willingness to help with other needs. Examples: "You''ll enjoy the tour you've selected. On your next visit, you can choose another one!" "I am confident that you and your family will have a wonderful vacation with us. Please keep us in mind for the future!" "Be sure to plan your next trip soon so you won't miss the new _____________ attraction." "If you are thinking of a vacation with us next spring, you might want to save a few days for the Epcot® International Flower & Garden Festival... and be sure to book soon!"

MYW Premium/platinum package

Briefly review information under the [YEAR] Annual Product Entitlements link for each package, including: Premium / Platinum Package meals > Description Unlimited Selected Recreation > Description Unlimited Selected Tours Review the additional package components by selecting [YEAR] MYW Premium/Platinum Pkg > Components Any other components of interest, including any extra components available on the "Platinum" package that are not featured on the "Premium" package.

The Walt Disney Company

Business Segments Since its inception in 1923, The Walt Disney Company has remained faithful in its commitment to producing unparalleled entertainment experiences based on its rich legacy of quality creative content and exceptional storytelling. Today, Disney is divided into five (5) major business segments: Media Networks Parks and Resorts Studio Entertainment Consumer Products Disney Interactive Each segment consists of integrated, well-connected businesses that operate in concert to maximize exposure and growth worldwide. Click through the images below to learn more about each segment. Click one of the thumbnails to get started. You can then click the arrows to navigate through the slides. Press the ESC key to return to this page when you are done. Operating Participants In addition, there are Operating Participants which are companies who have joined with WDW in a business venture. They operate businesses on WDW property. Examples of Operating Participants include: • Bongos Cuban Cafe® • Arribas Brothers® • Cirque du Soleil® Backstage Support Areas Every great performance has a supporting Cast. Here at WDW our supporting Cast is located backstage. These Cast Members are also responsible for making sure Guests have a great experience. Some of these areas include: • Walt Disney Guest Connection Services (WDGCS) • Disney Reservation Center (DRC) • Reedy Creek Energy Services (RCES) • Reedy Creek Emergency Services (RCES) • WDW Security • Textile Services (Laundry) • Horticulture • Miscellaneous administrative areas

FastPass+ Frequently Asked Questions

Can I have more than 3 FastPass+ selections? No, however, we are looking at making adjustments based on Guest feedback. Can I have less than 3 FastPass+ selections? Yes, but you may still receive 3 FastPass+ selections automatically. If you do receive 1-2 selections, you will not be able to choose a 3rd later in the day (unless you cancel the entire set). Can I make FastPass+ selections on the day of my visit? Yes, you can view, make and modify selections at any time using our free mobile app (if Resort Guest or Annual Passholder), in-park FastPass+ kiosks and at Service Centers. Can I change FastPass+ selections while I'm in the park? Yes, selections can be modified at any time, even during your window or after your window has passed (as long as you haven't redeemed the selection). You can make changes at any time via our free mobile app (if Resort Guest or Annual Passholder), in-park FastPass+ kiosks or Service Centers. Can I make FastPass+ selections for more than one park (Park Hopping) on the same day? No, however, we are looking at making adjustments based on Guest feedback.

Create a Canadian Guest Profile - Scenario

Canadian Households, The Hub path: ​DRC tab > Systems Assistant > Passport Assistant > Guest Profile > Creating a New Guest Record

Modifying & Canceling Reservations Canceling Packages with Insurance Outside 45 Days

Cancel a Package To cancel a package with insurance outside 45 days On the SBC Reservation screen: Click New in the Internal Notes section. On the Internal Notes - Create/Edit Notes screen: Type "canceled res per _____" in the Enter New Notes field. Click the Add button. Click OK. Click Confirm All to proceed to the Recap screen. Click Return to Reservation to proceed to the Reservation screen. Click the Cancel button in the navigation panel. On the Cancel Itinerary Component screen: Click on the Entire Itinerary checkbox. Select Cancellation Reason. For example, Rate Resistance. Allow the Guest to provide the reason for their cancellation rather than reading the choices to the Guest. Select the most appropriate choice based on what the Guest said. Enter the contact name. Click Continue . This will display the penalty pop‐up message indicating "Applicable penalty for this cancellation...." There is no penalty for the room component; other associated penalties are applicable based on the components booked. Click Proceed. This will display a pop‐up warning message indicating "Clicking YES will cancel the selected component(s) immediately." Click Yes. On the Interactions screen: Select "Rate Resistance" from the Cancellation Reason drop‐down menu. Click OK . This will close SBC and return to Passport. Remember to ask the Guest if they have dining or other reservations to be canceled.

Car Rental

Car rentals are booked in 24‐hour periods. Unlike hotel reservations, which are booked according to the number of nights the Guest desires, we will determine when the Guest will be picking up and dropping off the car. Hub path: Packages tab > Ground > Alamo Read the description Alamo Car Rental Alamo is the official car rental company of the Walt Disney World®. Click on the Alamo Car Rental link under the Description heading Links to the same Alamo pages are also available by clicking on the Events & Products link Procedures & Policies Review each link under the Cast Member Procedures and Guest Policies headings (in some cases, the name of the link tells everything there is to know - some links may not contain any additional information). Facilities These are all of the Alamo pickup locations in the Central Florida area. Facilities > Alamo ‐ Orlando International Airport > Description Although many of the Guests we book for will pick up their rental cars at the Orlando International Airport, there are other options for car pickup and drop off to accommodate their vacation plans. Examples: A Guest may want to pick up his or her rental car at the AAA Car Care Center after taking DME to our property. A Guest may want to pick up or drop off a car in Tampa because they are flying into or out of that airport. Facilities > Alamo/National Car Rental at Car Care Center > Procedures & Policies > Alamo - Walt Disney Car Care Center Shuttle Service > Description

Keeping Skills

Check for Satisfaction Check to make sure you have done what the Guest expected. Ask if there is anything else you can do and if the Guest is pleased. Recap carefully to avoid errors - these can result in an unhappy Guest. Enter notes into the record accurately and completely. Explicitly ask if the Guest is pleased with the way the interaction turned out. Thank the Guest Express appreciation for the Guest's business. Affirm the Decision to Buy Bridge to future interactions between the Guest and their next Disney vacation.

MYW Package + dining

Click on the Adobe PDF icon next to the package name on the Packages tab to display the package brochure, for each package. Review and compare: Number of meals included during the Guest's package stay The messaging on the bottom of the front cover of the brochure Additional Disney Dining Plan rules: Disney Dining Plans may not be added to a reservation at resort check‐in. Do not advise Guests that they may upgrade to a Disney Dining Plan when they arrive at the resort. The offerings on the Disney Dining Plans are to be redeemed as listed and cannot be renegotiated at time of fulfillment (e.g., Quick Service Meals cannot be exchanged for a Table Service Meal).

Closed-ended Questions

Closed-ended questions can be answered with a simple "yes" or "no," or a very specific piece of information. They are often used toward the end of the discovery process to gather last bits of information. However, they can be used at any point in a conversation. Examples: How many children 17 and under are traveling? Do you have specific dates in mind? Do you need transfers or a rental car? Framing is a specific type of closed-ended question. A framing question asks a Guest a "this or that" question which gives the Guest the power of choice. Choices are a great benefit that Disney provides its Guests, we want to express that early on. Examples of Framing Closed-Ended questions: Do you need transfers or a rental car? Would you prefer double beds or queen beds? Would your family prefer two meals per day in your package, or three meals? Does your family plan on spending more days in the Magic Kingdom® Park or Epcot®? Is your family more interested in enjoying one Theme Park each day or would you prefer the ability to "hop" from park to park? Clarifying questions are yet another type of closed-ended question. They are used when a Guest asks for something conflicting, such as table-service dining at a value resort. It requires asking the Guest to make a choice between the conflicting requests. Examples of Clarifying Closed-Ended questions: Mrs. Guest, you mentioned the Family Suites at Disney's Art of Animation and your preference for having a Table Service option available in your resort, which of these is most important to you and your family? You mentioned that you would prefer to have Monorail access at your resort and that you would also be interested in a resort that allows you to walk to Epcot, which of these options would you like to check availability for first?

Service Level Requirements

Commitment Adherence (CA) ≥90% Quality Assurance ≥90% Quality Control Goal ≤5 per month

Guest profile

Confirm at least two pieces of Guest info (reservation number, full name, address, phone number).

How to Develop Options

Consider the Guest's stated requirements and priorities Consider the Guest needs you surfaced earlier using a questioning strategy Think broadly about the products, services, and information you can provide Think about what you can and cannot do Think about several different options you can offer that might meet the Guest's needs (offering choices) Remember that small variations can be just as helpful as large ones (customizing) Remember there is more than one way to look at anything. Your Guest may be thinking of options you have not considered. Everyone likes to have a choice. The first solution that comes to mind may not be the only way to meet the Guest needs. Once you've generated options, you need to decide which ones to discuss with the Guest. Try to offer at least two workable options. Remember, options can be small. Link your options to Guest-specific benefits. We talked about features and benefits earlier in the course. This is the place in your conversation where you use what you know about benefits to provide benefits statements that show that you were listening and are the perfect person to provide a recommendation.

Current Offers and Special Events

Current Offers: The Current Offers section displays a list of all the current vacation offers in the market for Disney World® Resort. Select an available offer from the Current Offers list. The application will display a pop-up window with the complete offer detail review. Click the close window. Current Special Event: The Current Special Events section displays a list of all special events for the Walt Disney World® Resort.

Book Package with Ground Transportation Outside 45 Day Book a Walt Disney World® package with rental car-Same dates & Location, Cont. MODIFY

DME to TranStar Transfers The Hub path: DRC tab > Systems Assistant > SBC Assistant > Special Procedures > Modifications Summary > Ground Transportation Modification Summary On the SBC Reservation screen: Click the Ground Transportation hyperlink in the navigation panel. On the Transfer Requirements and Preferences screen: Select TranStar Transportation Limo from the Package Description drop‐down menu. Click Continue. On the Transfer Option Selection screen: Click the Limo Fr Airport and Limo to Airport check boxes. Click Continue. On the Transfer Detail screen: Verify the transfer details. Click Select. On the Reservation screen: Scroll down to the Disney's Magical Express section. Click the Cancel DME button. On the Reservation screen: Click the New button in the Internal Notes section. On the Internal Notes - Create/Edit Notes screen: Type "MOD FROM SHUTTLE TO LIMO PER Guest" and your stage name in the Enter New Notes Info field. Click Add. Click OK. On the Reservation screen: Click Confirm All. On the Transfer Wrap‐up screen: Complete the Flight Information fields for the limo transfers. Click Continue. On the Recap screen: Click the Exit to Passport button. On the Interaction screen: Select "Resort Unchanged" from the drop‐down menu. Click OK to close SBC and return to Passport.

Room-Only Bookings Discounted Room-Only Offers Overview

Discounted offers for Walt Disney World® resorts are periodically available for various portions of our Guest population: Florida residents Walt Disney World® Passholders Guests from certain geographical areas (Canada, for example) These offers are designed to (these are only a few examples): Fill periods of lower occupancy at our resorts Offer perks for our Passholders or our Florida‐resident neighbors Encourage visits by former Guests who have not been in a while Encourage Guests who always book value resorts (for example) to try a moderate or deluxe resort at a discounted rate The booking guidelines for discounted room‐only offers are the same as those for rack rate room‐only reservations

STS Introduction Driving Principles

Disney has always been known for its exceptional Guest service. Because we want to continue to focus on this service and sales, we know that high‐performing sales agents adhere to the three "Driving Principles of Consultative Selling" throughout the entire Sales Through Service process. The Driving Principles are to: Think Like a Guest Earn the Right to Advance Persuade through Involvement The Driving Principles are a natural way to work with Guests: We should always think of how we are going to interact with the Guest on every call ‐ even before we begin talking about products. Deciding to interact with the Guest using the three driving principles is a mindset. Click each item below to learn more. Think Like a Guest Remember... It's all about the Guest you are speaking with. You need to find out what he or she wants. Focus on the Guest's point of view. Let them do most of the talking. Build the Guest's trust by listening and showing your desire to assist. Do not think like you are the Guest, instead think like you are the Guest you are speaking with. Don't think about what you want or what you would desire for your vacation, but what this Guest is thinking. In thinking like the Guest, you should always be aware that every Guest has his or her own story and try to anticipate their needs. Not only should you be concerned with the Guest's needs - you should be proactive in surfacing and anticipating those needs in order to offer the Guest‐focused solution that will maximize enjoyment. Build Trust: Make the Guest the center of the buying process by creating a friendly buying atmosphere. If the Guest doesn't feel you have listened to them, they won't trust you. Earn the Right to Advance Ask questions that show the Guests you are interested in them. Use statements like, "Would you like to hear more about that?" Pay close attention to, and address the Guest's concerns and level of interest at every step. Make every effort to understand the Guest's history with the company, and look for ways to keep them coming back in the future. The Guest's needs must be understood and addressed and the agent must work to heighten the Guest's interest in new options. Be factual and accurate when you offer product knowledge. Persuade Through Involvement Persuasion is the process of involving the Guest in identifying options that meet their specific needs - not just giving a dazzling sales pitch. This not only gives the Guest a sense of control and confidence, but also ensures that each and every Guest receives the same high‐quality service and has a positive experience. Remember that you cannot persuade a Guest if you make assumptions about their finances or choices. Persuasion means involving the Guest - getting information from the Guest and using the "power of choice" to involve them. Identify options by asking questions, and keep in mind that you are listening for clues from what the Guest is saying. Keep them involved. Use good listening skills. Sometimes the most important clues you hear are the things the Guest doesn't say.

Book Package with Ground Transportation Outside 45 Day Disney's Magical Express Booking Process

Disney's Magical Express® window pops-up over the Recap Screen. On the Recap Screen, the DME Pop-Up will appear if the reservation qualifies for this Ground Transportation. Reminders: Guests must be traveling to/from Orlando International Airport (MCO) to utilize DME. If your Guest is not flying in to MCO, enter the reason in Internal Notes (i.e. Picking Up/Dropping off Rental Car, Staying in Airport Accommodations, Alternate Transportation to MCO, etc). Guest must be staying in a Disney Owned & Operated Resort. Guests may book Round Trip or One Way DME. If Guests have multiple Flights, not all arriving/departing together, you will need to book multiple blocks of DME. One for each set of Guests and Flight Information.

Recognizing our Guests

Do you have a favorite restaurant that you go to frequently? Does the wait staff recognize you and remember your name? If so, how does that make you feel? How does being recognized build a bond between you and the wait staff? What is the likelihood that you will return again and again to that same location? Because The Walt Disney Company is one of the world's largest companies and millions of Guests visit our resorts each year, it may be difficult to imagine this level of personal attention from our Cast. While that may be the case with many big corporations, it's not so at the Walt Disney World® Resort. We are going out of our way to know and recognize our Guests, even those whom we may be meeting face‐to‐face for the first time. By sharing collective knowledge about our Guests, we have access to information needed to surprise and delight them at every opportunity. Imagine that you are traveling with your spouse or partner and your two children, one boy who's almost 10 and one girl who's 8 years old. Wouldn't it make everyone in your family feel recognized and special if, after a long day of being herded like cattle between airports and airplanes, the Cast Member behind the front desk of your resort greeted you with a warm smile and, to your surprise, looked at your young son and said: "You must be Tim! We're so glad that you've chosen to celebrate your 10th birthday with us - welcome to the happiest birthday place on earth!ʺ How might such recognition impact you and your family? Providing such a moment of surprise and delight requires information that is shared between Cast Members. With this valuable information, our business partners in many other areas of the Walt Disney World® Resort have the opportunity to recognize Guests as they celebrate their special occasions with us. The Celebration application provides a uniform collection, storage, and distribution method for Guest celebration details.

Used proper Disney verbiage and relative dialogue.

Don't say "ok," "sure," "no problem," "uh-mhm." When asking for a credit card, always ask for the Disney Rewards Visa Card.

Downtimes Overview

Downtimes The Hub path: DRC Tab > Systems Assistants > Downtimes Take time to read through the information available about downtimes. What quotes or bookings could you do if Passport goes down? None. The only way to access SBC is through Passport. What could you still do if SBC goes down? Collateral requests could be fulfilled in Passport. Could you still quote or book a room‐only reservation or package reservation if the chatroom displays a message stating that Passport & SBC are down? No. Without room availability, it is not possible to quote or book.

Modifying & Canceling Reservations Other Resorts

Downtown disney® resort area hotels (DDRAHs) The resorts on Hotel Plaza Boulevard leading into the Downtown Disney® area that we sell to Guests are officially known as the Downtown Disney® Resort Area Hotels; internally, we often refer to them as the DDRAHs. The Hub path: Resorts > Non-Disney Resorts > Downtown Disney Area Buena Vista Palace Review information at the following links in the left navigation panel: Procedures & Policies > DDRAH Offering Spiel Best Western Lake Buena Vista What is the street address of the Best Western Lake Buena Vista? 2000 Hotel Plaza Blvd Review information at the following links in the left navigation panel: Description Directions Review direction for driving to the resort. Images and Files > WDW Property Map Assist participants with finding the resort area on the map. Events & Products > Products - Recreation These features can be valuable to Guests and should be offered by providing a related benefit, such as: "Mr. Guest, your young teens will really enjoy the game room at the Best Western Lake Buena Vista Resort." Events & Products > Products - Room Review view, bedding, and maximum party size for each room type in the grid. Procedures & Policies > Cast Member Procedures Read the information under "When to advise the Guest about the Resort Service Fee."

Electronic Forms (E-Forms)

Electronic Forms are used to send specific notes to different support areas throughout DRC. As there is no training system for Electronic Forms, we are not going to fill any of them out at this time. However, they are in the live system and available for your use when necessary. The Hub path: DRC tab > Systems Assistant > E‐Forms > Arise DRC E-Forms ​​Note: If access to E-Forms is not operational CSPs should use the email addresses indicated to communicate with backstage teams. Please note you will need to add @disney.com to the end of each email address and a period needs to be placed in each space location. (i.e. [email protected]) E-Forms are used when information must be provided to another department in order to assist a Guest. These forms are completed for (click each to see more details):

CRM for All Segments Email Communication

Email provides the most effective response rate while being the most cost efficient method of communication. Collecting email addresses is imperative to successful CRM. If no email address is collected or a shop is done anonymously in Passport, the Guest will not receive any of these communications reminding them to book their vacation, reducing the conversion of Guests from "shopped" to "booked." Learn about email communication by following this Hub path: DRC tab > Guest Topics > Confirmations and Documents > Automatic Mailings > Pre-Arrival Communication Be sure to read the information in the following links found on that page: Shopper Emails Sample E‐Mail (review the two popup links) Reminder Emails Auto‐Cancel Deposit Reminder Email (review the two "Sample" popup links) Golf Email Dining Email Ticket Email (review the Email 1 and 2 links. Experience Email (review the Experience Email link) Other Emails

Appropriate use of hold-frequency/duration, limited dead air and call kept on track.

Ensure to never have more than 30 seconds of dead air. When placing the Guest on hold, ask first and check back with them. Thank them for holding when you come back on the line. Do not place the Guest on hold or mute when searching for information or asking a question in chat. Instead, engage in small talk about Disney.

3. Confirm Understanding

Ensure you take time to confirm you fully understand the facts around the objections before continuing.

Travel Dates

Enter travel dates To enter the Guest's anticipated dates of travel you may click in the Arriving field and type the date, using two digits for the month, two for the day, and four for the year; alternately, you may click the "calendar" icon and select the arrival date using the calendar tool. The calendar tool will also help you confirm the Guest's expectations for their arrival, such as the specific day of the week that the requested date falls on. Click the "calendar" icon. Select a date at least 50 days in the future. You can also drag to select the Guest's dates of travel clicking and dragging from their arrival date to their departure date. Click on the date. Notice there are two digits for the month, two for the day, and four for the year. When entering these dates from the keyboard, you do not have to enter the slash separators. Click in the Nights field or press [Tab] to advance to the field. Enter "5." Press the [Tab] key to advance. Passport automatically calculates the Guest's check-out date and completes the Departing field. Guests with Flexible Dates, if the Guest's dates are flexible: Check the Special Events link in One Source to see if changing their dates by a few days would allow them to experience something different and exciting. See if a date change might prevent them from missing something they wanted to see, like the Epcot® International Food and Wine Festival!

Epcot Area Resorts

Epcot® Area Resorts are close to both Epcot® and Disney's Hollywood Studios theme parks. The Epcot® area resorts include deluxe villa, deluxe and moderate accommodations, including Disney's Beach Club Resort, Disney's Beach Club Villas, Disney's Boardwalk Villas, Disney's Boardwalk Inn and Disney's Yacht Club Resort, all within walking distance of the International Gateway entrance to Epcot®. Guests often like to stay in the Epcot® area resorts when they are attending one of the park's special events, such as the Epcot® International Flower and Garden Festival in the Spring and the Epcot® International Food and Wine Festival in the Fall. It's also only a short walk to Disneyʹs Hollywood Studios™, where Guests enjoy Hollywood classics, popular entertainment, and special events like Star Wars Weekends. Epcot International Flower & Garden Festival/International Food & Wine Festival

Working with International Reservations

Existing Reservations: When viewing existing WDTC package reservations, the State field may be blank, except for USA, Puerto Rico, and Canada. You may continue to make modifications. Booking Tickets: If the City field is blank on the Ticket screen, enter the same information that appears in the State field. If a zip code is not part of the address, SBC will display a pop‐up indicating "Zip required to book." Enter a "0" (zero) in the Zip Code field and proceed. Payments: The Country field on the Payment screen defaults to "USA." Select the appropriate country from the drop‐down menu. England (United Kingdom) has counties, not states. Enter the county in the State field. Email Addresses: We collect e‐mail addresses from Guests all over the world. Always spell the email address back to the Guest after typing it to verify its validity.

FastPass+ Mobile App (MDX)

FastPass+ on your My Disney Experience Mobile App comes to life in real time. Guests have the ability to: View their currently selected FastPass+ selections Modify currently selected FastPass+ View Real-Time Stand-by wait times for attractions throughout the Theme Parks This App saves our Guests valuable time. They no longer have to be standing in front of an attraction to see the Current Wait Times.

Features, Benefits, and Discovery

Features and Benefits What are features? Features are the specific qualities of a product or service. For example, a feature of a Moderate Resort is that each one has a pool with fun slides. Another feature is the living room area available in Deluxe Resorts. Again, these are characteristics or qualities of a product or service. What are benefits? Benefits define how features can meet a Guest want or need. For example, a feature of a Club Resort is that the accommodation can hold as many as 12 Guests. The benefit to a customer with a large family is that the entire family can stay together. Or let's say your Guest has a daughter that loves water parks, the pools with fun slides described above would benefit that daughter by providing a convenient, fun place for her to play. Service Aid Click here to download a service aid that will provide you with many of the features of Disney Resorts.

Matching Discovery Responses to Benefits

Features, Benefits, and Discovery Matching Discovery Responses to Benefits Remember that features create benefits for Guests. You determine the benefits based on the Guest's responses throughout discovery. When the Guest says something that causes you to think of a feature that could provide the benefits the Guest needs, this is a "sales opportunity" and a "match" of needs to benefits. When you are ready to provide a solution, you use these "matches" to present the solution. You do this using something we call a "benefit statement." It goes something like this... "Mr. Guest, I recommend [product] because it has [feature] that will meet [the need]." Here is an example: "Mr. Guest, I recommend that your family stay at the All-Star Movie Resort as the theme and decor of the resort will make your son very happy since he loves movies so much." Another example: "Mrs. Guest, I recommend we look at a Club Resort for your family's stay. These resorts can accommodate up to 12 people which will allow your entire family to stay in the same location. I know being close to your family throughout this vacation is very important to you." Activity: Match needs to products Using what we have just learned, match the Guest need to a product. Remember the full process is to determine a need, find a feature that will benefit that need, then present the product that contains that feature to the Guest. When you are done matching these, take time to write down how you would present these solutions to the Guests. Remember to use a full benefit statement. Matching Discovery to Benefits I hope there is enough for my teenagers to do. DisneyQuest® My husband/wife/partner has always wanted to be pampered for a day. Disney's Grand Floridian Resort & Spa My son is always reading books about the "behind‐the‐scenes" magic of the Walt Disney World® Resort. Backstage Tour I really enjoyed staying close to the Magic Kingdom® Park on our last trip. Magic Kingdom Area Resorts We're celebrating our 10th wedding anniversary. Signature Dining

Honeymoon Registration Presentation Features & Benefits

Features: A unique, complimentary Online service for honeymoon couples at Disney Benefits: Helps Guests get gift funds Provides fun and convenient experiences Enhances or extends their trip More information available through: www.disneyhoneymoonregistry.com (407) 566-7272 Below are additional points not noted specifically in OneSource: Travel packages purchased directly from third parties (e.g., Expedia, Travelocity, Orbitz) for the Walt Disney World® room and ticket portion of a honeymoon cannot be gifted through the registry. However, the Disney Honeymoon Registry can be used for all other Disney products and services available during the honeymoon. Honeymoon Guests calling the DRC will be indicated by the telephone tag. The maximum balance on the Disney Gift Card for honeymoons is $3,000 (the standard Disney Gift Card has a limit of $1,500). Like the standard Disney Gift Card, the Disney Gift Card for Honeymoons is not accepted at the following locations: Walt Disney World Dolphin Hotel Walt Disney World Swan Hotel Disney Springs Resort Area Hotels Downtown Disney® Area McDonald's® Jellyrolls Rainforest Café Disney On Ice Disney Theatrical

STS Keeping

Final Impressions Do Guests remember the first part of the sales interaction or the last part? Of course they remember the last part. This is their final impression and what sticks with them the longest. Think about the best and worst last impression you ever experienced from a sales interaction. What did those sales people do? Make a list of the things you liked and the things you did not like.

Book Package with Add-On Outside 30 Days ADD-ONS OF GOLF, CIRQUE DU SOLEIL, NON-REFUNDABLE AIR ADVISORIES AND MODIFICATION PENALTIES

Follow the Hub paths below to learn about golf and Cirque du Soleil add-ons as well as the required non-refundable air advisory and modification penalty: DRC Tab > System Assistant > SBC Assistant > Components > Miscellaneous Components IN-ROOM GIFTING ADD-ON Follow the Hub paths below to learn about in-room gifting: DRC Tab > System Assistant > SBC Assistant > Components > In-Room Gifting Experience as a WDTC Package Add-On DISNEY'S VERO BEACH RESORT ADD-ON Follow the Hub paths below to learn about Disney's Vero Beach Resort add-on: DRC Tab > Components > Miscellaneous Components > WDTC Beach Stay Add-On

SBC - Add-on Bookings Canceling Package within 30 Days

Follow this Hub path to learn about canceling packages within 30 days: Guest Tab > Packages > Policies > [Specific Year] > Modifications Read content under each policy link in the grid for cancellations under the WDTC Land Only, Negotiated Air, and Published Air headings. At each policy link, read about: Any cancellation penalties Special concerns How to handle documents Click each questions below to display the answer. If a Guest calls to cancel a reservation within 30 days prior to arrival, what are the penalties? $200 fee per reservation, not per room, plus any supplier fees Appropriate airline‐specific cancellation fees Return vouchers with letter requesting refund Remind Guests to cancel any dining, entertainment and recreation bookings If a Guest calls to cancel a reservation four days prior to arrival, what are the penalties? $200 per reservation plus supplier fees Appropriate airline‐specific cancellation fees Return vouchers with letter requesting refund Remind Guests to cancel any dining, entertainment and recreation bookings If a Guest calls to cancel a reservation four days prior to arrival, what are the penalties?2

General Overview

Follow this path in the hub: One Source> Packages > Policies > Packages > Booking Guidelines Take time to read through each of the following: Each link in the WDTC Land Only table, including the following sections: Deposit Due Full Payment Due Travel Documents Change Policy Cancellation Policy The WDTC Payment Options link in the Additional Policies to Review table The Credit / Gift / Rewards Card link The Disney Rewards link

Payment Refunds

Follow this path in the hub: One Source> Packages > Policies > Packages > Cancellation Guidelines Take time to read through each of the following: All the cancellation guidelines Each of the following under the Refund Procedures link in the Description section: WDTC Refund Policy If payment was made by Check or Money Order Requesting a refund

Moderate Resorts

For Guests looking for a larger room, a few more amenities, and table service dining in their resort, the Walt Disney World® moderate resorts offer additional comfort at an affordable price. These fun and regionally‐themed resorts provide Guests with comfortable accommodations with unique added features. Moderate resorts feature pools with fun slides, on‐site recreation and full‐service restaurants. The Moderate Resorts are: Disney's Coronado Springs Resort Disney's Port Orleans Resort - French Quarter Disney's Port Orleans Resort - Riverside Disney's Caribbean Beach Resort Disney's Fort Wilderness Cabins

Value Resorts

For Guests that are simply looking for a clean room for the night while spending most of their time in the theme parks, the Walt Disney World® value resorts are the perfect option. These resorts offer fun and uniquely themed accommodations that provide a great night's rest without some of the extra amenities that the active theme park Guest does not require. The Value Resorts are: Disney's All-Star Sports Resort Disney's All-Star Music Resort Disney's All-Star Movies Resort Disney's Pop Century Resort Disney's Art of Animation Resort

Quick Access Panel

For information frequently needed by Cast Members all across the Walt Disney World® Resort property you can find link buttons in the Quick Access panel. We only use four buttons. They are: The Phone: Phone Book The Calendar: Days Out Calendar The Calculator: Date Calculator The Plus: Systems Assistant Please note: Weather isn't really a part of the DRC tab, but Guests often ask about the weather in Central Florida, both the current weather and what they can expect during their vacation. To access weather at the Walt Disney World® Resort, use a weather website (i.e. weather.com, accuweather.com, etc.) and use zip code 32830 for Walt Disney World®. Click the Date Calculator button to determine the following: How far away a certain date is. The number of days between two dates. What date is a certain number of days from today. Days out calendar button: Notice that the information on the Days Out calendar can also be determined by using the date calculator; however, the "days out" information is used repeatedly when booking various types of reservations and having it in an easily accessible location is a great time saver.

Disney Mission

Founded in 1923 as a cartoon studio, The Walt Disney Company has grown to become a diversified, international family entertainment and media company. The mission of The Walt Disney Company is to be one of the world's leading producers and providers of entertainment and information. Using their portfolio of brands to differentiate their content, services and consumer products, they seek to develop the most creative, innovative and profitable entertainment experiences and related products in the world. "From the beginning, starting with Walt Disney, we have had five things that make me proud to be part of this Company: high-quality products, optimism for the future, great storytelling, an emphasis on family entertainment and great talent, passion and dedication from our Cast Members." - Marty Sklar Vice Chairman and Principal Creative Executive Walt Disney Imagineering

Addresses, Continued

If you need to change or add an address for an existing Guest, click the Edit button in the Addresses tile of the Guest Information navigation panel to begin updating their address information. Entering all of the Guest's address information insures that packages, such as reservation collateral, can be shipped to the Guest via the U.S. Postal Service or an alternative delivery service such as UPS or FedEx.

Framing Questions

Framing questions involve the Guest in the decision-making process. They offer the Guest "something" or "something" rather than "something" or "nothing." This type of question is the strongest of sales questions because it offers the power of choice. An example is, "In order to visit all the attractions you have described, would you prefer the 4-day ticket with the Park Hopper® Option or the 5-day ticket?" Remember to always actively listening through the questioning process. This means to allow the customer to always finish answering. Listen to what is NOT being said. When you feel you have identified facts and feelings, confirm them and acknowledge them. Summarize facts for the Guest while using a tone of voice that conveys understanding. Always ask for agreement.

Sales Tip

From a sales perspective, it is important to obtain dates when working with a Guest, even on a ticket‐only order. This information will enable you to provide the Guest with additional information regarding events that will occur during their stay or to suggest a resort stay; otherwise, the guest will have to pick up any tickets at the will call window. SBC requires travel plan dates for a ticket purchase. However, there may be occasions when the Guest doesn't know or hasn't yet made a decision about when they will be visiting the Walt Disney World® Resort. What could you ask in that case? "If I know when you're staying, I can check for any special events that may be taking place during your visit." What are some ways we can use a date request to make a sale? "Mrs. Guest, while that ticket information is coming up, I wanted to let you know that while you're here, we'll be celebrating __________. Since tickets often sell out days before this event, would you be interested in some information about it now?" Think about a feature and a benefit for special events: For example, Mickey's Not‐So‐Scary Halloween Party Feature: Trick or Treating Benefit: Your children can dress up for Halloween and "Trick or Treat" at all the candy stations throughout the park - they'll be safe and the candy will delight them!

a la carte Home Page

Getting to know a la carte This lesson shows you how to log in to the a la carte application, provide you with an overview of the home screen and the fields, buttons, and options available on the screen; explain the left-side data sections; and review the sub-tabs on the home screen. These tabs, sub-tabs, and fields have been designed to help you search more quickly for results, to offer relevant alternatives if the Guest's first choice is not available, and to make multiple bookings in one phone call, improving the Guest's experience of making reservations.

Used computer resources appropriately to assist Guest.

Give the Guest accurate information based on One Source, SBC, Chat, Passport, and/or Disney's website. USE YOUR RESOURCES.

Practice Using Headlines

Go to The DRC Tab and complete the following Practice. Click the show more... link to review headlines more than a week old. Read through the headlines.

Practice by Selecting Links in the Navigation Panel

Go to the drc tab and complete the following Practice. Go to the Navigation Panel and review the following links: About DRC... : Review the Disney Reservation Center's Vision, Mission and Essence. Agent Communities: The Agent Communities link will take you to a list of links for the various DRC agent communities. Click on the link for the current community. Guest Topics: This area contains information used specifically by DRC to assist our Guests, such as answering their questions on security or special needs, or assisting them with the internet or reservation refunds. Briefly review the various links in the menu. Sales Resources: DRC is a sales organization and the information at the Sales Resources link will assist you in reaching your sales goals with ease. Go to the Toolbox and review the following links: DRC webCAST: DRC webCASTs are informal, YouTube‐style video segments on a variety of topics that are presented by DRC leaders and Cast Members, as well as other partners. Phonebook: The numbers found at the Phone Book link on the DRC tab are specific to the needs of the DRC. Systems Assistant: Information in the Systems Assistant section will give the steps you need to review the process for working with various applications.

Booking Negotiated Air Activity: Air Schedules & Quoting Air

Go to the following path and read the information indicated below. DRC Tab > Systems Assistant > SBC Assistant > Components > Air > Air Wrap Up

Booking Infant Air Booking Infant Air without a seat

Go to the following path and read the information indicated below. The Hub path: Packages > Air > Air Policies > Procedures & Policies SBC Screens Now that you've seen the process for booking air with an infant who will be seated in an adult's lap, let's take a moment to review some key points to remember when on the different SBC screens: Air Requirements and Preferences screen In the # of seated infants field, replace the number "1" with a "0" (zero). Air Wrap‐up screen Ensure that the infant's name is adjacent to the name of the adult who will be holding the infant throughout the flight.

Booking Negotiated Air Booking Refundable Air, Part 1

Go to the following path and read the information indicated below. The Hub path: Packages > Air > Air Policies > Procedures & Policies Procedures & Policies Air Change/Cancellation Fees, Penalties & Refunds Air Product ‐ Advance Booking Policy Air Product ‐ Code Share/Change of Gauge CTIS Spiels and FAQ's ‐ Domestic Airline Checked Baggage Fees Packages > Air > Domestic Airlines > United Airlines ‐ UA [as an example] Baggage Fee Grid As an example, review the information in the grid for United Airlines. Secure Flight

Opening communications:

Greet Guests properly (welcome them or welcome them back). You should confirm and update the date of last visit information if it has been more than a year since the Guest's record was updated. You must confirm the Guest's email address on every call, even though the system may indicate that the field was recently updated. Verify/update e‐mail address(es) and spell back to Guest. Verify the Guest's remaining information. Review the Guest's Travel Plan history.

STS Understanding

Guest Needs Every Guest has different needs. You need to listen for clues throughout your conversation to determine needs. Some clues indicate you should increase the offering and others indicate you should reduce the offerings. See below for increase and decrease clues. Increase: "Deluxe" experience Value for the dollar Uniqueness Understanding/knowledge Dependability Efficiency Convenience Activity options Ease of travel Confidence Fun and enjoyment Disney magic Decrease: Cost Complexity Difficulty Problems of use Errors Worries Concerns Doubts Stress

Book Package with Ground Transportation Outside 45 Day Book a Walt Disney World® package with rental car-Same dates & Location, Cont. MODIFY RESERVATION

Guest Scenario The Guest will be visiting relatives in Tampa after their Disney stay and will be flying out of Tampa rather than Orlando. On the SBC Reservation screen: Click Edit for the existing transfers in the Disney's Magical Express section. On "Edit:" Check the "Opt-Out" column next the the Resort Details. Click Save. Verify that there is only one leg of DME. On the Reservation screen: Verify that the Disney's Magical Express section includes only a one‐way transfer. Add internal notes as appropriate. Click Confirm All. On the Recap screen: Click Exit to Passport. On the Interactions screen: Select "Modify - Modified Existing" from the drop‐down menu. Click on OK. Note on Modifying Reservation Dates when DME is included: The dates for DME cannot be changed. To modify the dates of DME: Delete the DME component. Modify the reservation dates. Add a new DME component for the new dates. What must be done if a Guest calls to modify DME service within two days of their arrival? The call must be transferred to Disney's Magical Express Guest Services.

Cancel Non-Walt Disney World® Package Outside 45 Days

Guest Scenario The procedure for canceling a non‐Walt Disney World® package with insurance outside 45 days is the same procedure as canceling a reservation for Walt Disney World®‐owned and operated resorts. Guest Scenario Due to his work schedule, our Guest's vacation plans have been put on hold. He does not have any alternate travel dates at this time and has decided to cancel his reservation. When a Guest's cancellation reason is work‐related, what solutions could you suggest to save the sale? "Mr. Guest, I'd be happy to work with you by postponing this reservation to a date that seems better for you. You can certainly adjust it again, but at least you'll know you have a room at a resort of your choice when you are ready. How does that sound?"

Modifying & Canceling Reservations Canceling Packages with Insurance Outside 45 Days

Guest Scenario When a Guest's cancellation reason is accommodations elsewhere at a lower cost, what solutions could we suggest to save the sale? "Mrs. Guest, right now you are holding a room at one of our most beautiful and popular resorts. While you might find staying at a hotel off Disney property to be a few dollars less, you would be missing some very important benefits." "First, the safety of our Guests is our foremost concern and you'll always feel secure on our property. As our Guest, you'll enjoy free transportation to all the parks and other resorts for dining." "Another great advantage is that if you do any shopping while in the parks, your packages will be delivered free-of-charge back to your room - you won't have to carry them around!" "May I show you the true magic of Disney by re‐confirming your reservation at our resort?"

Disney Discovery and Trust Index

Guests Guest Experience At some point in your life you have been a Guest somewhere -- whether it's a business where you have been a loyal customer, or have had a bad experience that puts it on your "never again" list. Our experiences often fall into these categories: Emotional (memories, family moments) Service (how did the employees treat you) Quality of Experience (food, fun) Think for a moment about your last experience with a business, good or bad, and think about the categories above. Would that experience fall into one of these categories? More than one? All of them? It's easy to see how we can be affected, as the consumer, by experiences we have at restaurants, while we are shopping or even when we call a business for something we need. It is just as important to recognize that Guests who call Disney do so because they want someone to help them to plan a vacation that will create lasting memories for them and their loved ones. Guest Wants Several years ago, Disney partnered with Gallup to survey Guests on what they expected when coming to Walt Disney World. Based on this poll, their top four "wants" were: Make us feel special Treat us as individuals Show respect to us Be knowledgeable One of the best things about the role you are in is, you get to be the first one to do all of these things for Disney's Guest! As an Arise CSP DRC Hero, you get to set the stage for your Guests by providing them with service that makes them feel like they are surrounded by magic.

Disney's Fort Wilderness Campground

Guests seeking to escape to the wilderness to camp in the woods will find their vacation vision at Disney's Fort Wilderness Campground.

Modifying Celebration Details Modifying Celebration Details

Guests sometimes call back and change their plans, and these calls can reveal needed updates for their recorded celebrations. Any celebration record may be modified, corrected or updated in just a few steps. When launching from an existing reservation in SBC where celebrations have been previously noted, launching the Celebration application will open on the Recap screen, from which the Guest's celebration information may be reviewed or modified. On the Recap screen: Select the appropriate celebration on the left side of the display. Click the View/Modify button. Click the Edit button to modify the celebration entry. Any changes indicated by the Guest may be made to the celebration information using the same screens and buttons used to create a new celebration entry. The only difference is that the fields have been pre-populated with the information previously entered. Editing a celebration may also be done by clicking the "Pencil" icon when the Celebrations List is visible on the left side of the screen.

Visa Waiver Program Travelers

Guests traveling between the United States and certain countries are covered by the Visa Waiver Program and are required to register with the Electronic System for Travel Authorization (ESTA) prior to travel. International travelers seeking to enter the United States without a visa from one of these countries who are nationals of Visa Waiver Program (VWP) countries should be advised to review this important information regarding traveler passport requirements under the Visa Waiver Program (VWP). This is a fully automated electronic screening system for international passengers operated by the United States Department of Homeland Security. International travelers from these countries may electronically register in advance for travel authorization at https://esta.cbp.dhs.gov/. International Guests traveling to the United States should be advised to review current passport and visa requirements prior to traveling.

Touch To Pay Frequently Asked Questions

Guests who are not eligible for Touch to Pay (since they do not have an established Resort folio): Annual Passholders (who are not staying at a WDW Resort) Guests staying at: Swan and Dolphin hotels Shades of Green Resort hotels on Hotel Plaza Boulevard Other WDW Good Neighbor hotels (Off-Site Guests) Cast Members (who are not staying at a WDW Resort) If I am issued a Key to the World card, can I swipe it if touch to pay functionality is not working? No. The Cast Member will need to manually enter the information on the back of the Key to the World card to complete the transaction. Where can a Guest reset their PIN (must present a photo ID for assistance)? Front Desk at your Resort Guest Relations My Disney Experience (Online only: My Account > Payment Methods)

Guidelines and Common Mistakes

Guidelines 1) Be clear about what you can and cannot do. 2) Focus on the positive (what you can do). 3) Offer the Guest options. 4) Explain options in terms of Guest-specific benefits. Common Mistakes Promising things you may not be able to deliver. Thinking that, if you don't give the Guest exactly what he or she asked for, you've failed. Talking mostly about what you cannot do. Dwelling on all the problems and pressures that get in the way. Assuming there is only one right way to proceed. Jumping to a solution without asking questions to find out what the guest really needs. Saying, "What you need to do is..." Saying only, "That's our policy." Using jargon or technical talk to describe the options. Talking about what other Guests usually want.

Honeymoon Registration Presentation

Home Page Why a Honeymoon Registry? Disney makes it easy to pay for a Walt Disney World® honeymoon with gift contributions from family and friends. The Disney Honeymoon Registry provides a fun, convenient experience where family and friends can shop without the concerns often found with other registries, such as seasonal product availability. Think of the benefits of this great convenience to couples. Gifts from the registry can be made far in advance of the wedding. When family or friends give a honeymoon gift from the registry, they can print a card informing the couple of their gift, to be presented at an engagement party or wedding shower. ​The Hub path: One Source > Services > Most Requested > Honeymoon Registry Instructions: Review the Disney Honeymoon Registry website: www.disneyhoneymoonregistry.com

MyMagic+ MagicBands Frequently Asked Questions

How does the MagicBand work? Radio Frequency (RF) technology inside the band interacts with touch points at: Resort room doors Theme Park main entrances FastPass+ locations Payment locations On mobile devices used by Cast Members What personal information is stored on my MagicBand? None. Guest's personal data is not stored in the MagicBand. MagicBands contain only a randomly assigned code that securely links to an encrypted database. Extensive measures are in place to protect Guest information. So all I need is my MagicBand? No, there are several circumstances in which you may need to present identification or alternate form of payment, so you should be sure to have them with you: A credit card is required to secure dining reservations at table service restaurants. Photo ID (also is required for alcohol and tobacco purchases). An alternate form of payment (cash or credit card) is required for the purchase of Disney Gift Cards. (Disney Dollars may be purchased with a MagicBand) An existing card and photo ID is required for discounts and parking privileges, as applicable (Passholders, Disney Vacation Club Members, Disney Visa® Cardmembers, Cast Members). When photo ID is required, International Guests should show a copy of a passport and a government-issued photo ID that verifies the individual's date of birth. What if a Guest doesn't want to use a MagicBand? Guests will have the option of using an RF-enabled KTTW card in place of a MagicBand. What will prevent Guests from letting someone else use their MagicBand to enter the park? Admission to theme parks and water parks will continue to require a second‐factor authentication for identification (biometric or photo ID). Guest Relations at Park Entry will support Guests needing assistance. What if a Guest loses their MagicBand? They can report it to a Guest Relations or Front Desk Cast Member to have it disabled and to receive a replacement. Guests can disable the MagicBand themselves through their My Disney. Experience account online or on the mobile app. Will MagicBands be used at Disneyland Resort or Disney Cruise Line? We are looking at ways to take the entire Disney Parks experience to the next level at all of our destinations; however, when and how we do this will vary, based on the unique ways our Guests enjoy our diverse sites. Will Cast/Crew/Imagineers be receiving a MagicBand? Yes, all eligible Florida‐site Cast will have the option of receiving a complimentary MagicBand. Tentative timing is currently Fall of this year.

My Disney Experience Frequently Asked Questions

How much does My Disney Experience cost? My Disney Experience is available at no cost Data charges may apply; check with your mobile carrier Will My Disney Experience be updated with new information regularly? Yes, My Disney Experience will have the most up‐to‐date official information from the Walt Disney World Resort What if the information in the application is wrong? Advise the Guest of the correct information from The Hub and email the Client Results Manager and Performance Client Leaders with detailed information. When will Guests be able to make FastPass+ selections on My Disney Experience? Resort Guests: Now (available 60 days out) Annual Passholders: Now (available 30 day rolling window) Off-Site Guests: 30 day rolling window Cast as Guests: On-Site only Where can I download My Disney Experience? My Disney Experience is currently available for: iPhones and iPads (Apple App Store) Android smart phones (Google Play and Amazon Android Marketplace) QR Code located on the Guidemaps Will My Disney Experience include information about other Disney theme parks? Currently, My Disney Experience only includes content for the Walt Disney World Resort. Can I link a special event ticket (Mickey's Not So Scary, Mickey's Very Merry, Night of Joy) to My Disney Experience? Yes, all special event tickets (Mickey's Not so Scary/Very Merry) can be linked at this time. Waterparks & DisneyQuest tickets can also be linked. Guests cannot link Cirque tickets due to complexities with seating chart.

STS Receiving

How to Properly Receive Provide magical first and second impressions Anticipate needs Demonstrate interest through: Tone of voice Language Involve the Guest in data capture Find out what is unique about this Guest's visit (his or her story) Make an assurance statement Effective assurance statements: Use the words: Can Happy Help Express willingness to help Express ability to help Examples of assurance statements are: "I can definitely help you." "You've reached the right person." "I'll be glad to help you make those reservations." "I am happy to help you with your vacation needs."

Find answers for Ticket Matching

Hub - Guest Tab - Tickets - The Room & Ticket Bundle

Resorts

Hub - Walt Disney World Tab - Guest Tab - Resorts - Select Resort

Removing a Celebration

If a Guest makes a change to their travel plans that results in cancellation of one or more of their celebration events or types, it is important to update their record. Removing a Celebration Select the celebration to delete. Click the View/Modify button. Click the Remove button. Celebrations may also be removed by clicking the Delete icon (a piece of paper with a red ʺXʺ on it), found in the Celebrations List when it is displayed on the left. Click the Yes button to confirm removal of the celebration entry. Once it has been deleted you will have to completely re‐enter the information in order to add it back to the Guest's celebration. Click the Yes button in the confirmation pop-up window; the application will update the display. Click the View Removed link at the top of the Recap screen to view the celebration just removed. Removing All Celebrations When a Guest calls to cancel their travel plans, it is not necessary to remove their celebration entries one at a time. The Remove All link at the top of the Recap screen can be used to delete all of the Guest's celebration types at one time. This is not necessary if the Guest is canceling their vacation plans. Click the Remove All link. Click Yes to delete all of the Guest's celebration information.

Removing a Celebration Providing Good Guest Service When Removing All Celebrations

If all of the Guest's celebration entries are deleted and another agent views the Guest's reservation in SBC later, it will appear as though the Guest has not been asked whether they will be celebrating an occasion while here. If the Guest has stated that they do not wish to be asked again or that they will not be celebrating, modify a remaining entry to indicate "None" as the celebration type, instead of selecting Remove All. Note: Never assume that a Guest does not want to celebrate just because all celebration entries have been removed. The Guest may call back later to add a special occasion event or change their mind and decide they want to celebrate an event after all.

Adding Another Celebrant Guest of honor

If another Guest not on the travel party will be joining the Guests for a celebration, then you must complete the following steps: Click the Add New Celebration button at the bottom of the screen. Click the Add Guest link. The Find fields will be displayed. 5 The Add Guest link is used to link another Guest who was not included in the original travel party or existing Guest name list, but who will be a Guest of honor or celebrant at the event. This might be a Guest who lives in the area, or who has alternative travel arrangements. Create a new reunion celebration. Search for the Guest of honor / non-travel party celebrant.

Always ask on shop, new reservations, and ticket orders

If it has been updated within the year, do not ask. Never ask a Cast Member.

Natural Delivery of communication

If you have called customer service centers, you have likely encountered the scripted call center. You can tell right from the start that the person you are talking to is reading from their screen or quoting statements from memory. How does this make you feel? I can tell you that this makes me feel like I might as well be talking to a computer. No rapport is built. Communication is seriously lacking. This is why providing your communication in a natural way is important. No one wants to talk to a computer. The Guest is calling because he or she wants to speak with a person. Speak using comfortable but professional language. Use your best communication skills in the most comfortable way possible.

Everything Epcot

Instructions Watch the Epcot overview video. https://disneyworld.disney.go.com/destinations/epcot/ Visit the Epcot website. Click on this link. Browse and get familiar with the site. Explore the: Attractions Entertainment Dining Events & Tours The Map

Fact Find

Imagine trying to provide a solution before knowing the problem. Doesn't sound great does it? Now, think of a time when you tried to convey a problem to someone and they came up with a solution before asking you for details. It was frustrating, right? You likely felt like you had to start the conversation all over again. Asking questions is important. You wouldn't make your favorite person their favorite pizza without knowing what their favorite toppings are. Don't help a Guest plan a trip without knowing what they want. Asking discovery questions in a manner in which they flow naturally from the dialogue with the Guest will help to ensure your interaction feels more like a conversation with the Guest rather than an interview. This will not only help you to make a connection with the Guest and earn the right to advance, but will also help to direct the conversation toward the right offer. Often the Guest will tell you right off what they want. It is important to use the sales process to discover the Guest's needs, even if they have already told you what they want. For example, they want to save money by foregoing the Park Hopper® Option; however, they will need a Park Hopper if they anticipate visiting more than one park each day.

Transfer Etiquette

Important things to remember when a transfer is considered: Transfer only when necessary Ask for permission Avoid using the word "transfer" instead say you are "connecting" Tell the Guest: Why you are transferring the call To whom he or she will be connected Tell the person to whom you are transferring the call what to expect

Booking Packages for Guests with a Feeding Tube

In Disney's efforts to continuously improve the experience for our Guests, a process is in place, for booking Packages with dining plans in SBC for Guests on a Feeding Tube. Please see the direction below on how to handle on a reactive basis. RESORT SALES AGENTS Booking a Guest with a feeding tube onto a dine plan on a WDTC package reservation: If a Guest states that a member of their party is on a feeding tube and they want the dine plan for the other members of the party but will not use the leftover entitlements from the Guest on the feeding tube, please warm transfer the call to Guest Services who will further assist.

EVERYTHING ABOUT THE MAGIC KINGDOM

Instructions Watch the Magic Kingdom overview video. https://disneyworld.disney.go.com/destinations/epcot/ Visit the Magic Kingdom website. Click on this link. Browse and get familiar with the site. Explore the: Attractions Entertainment Dining Events & Tours The Map

Adding Another Celebrant Searching for Guest Records

In order to locate a Guest record, one of the following information options is required: Last name and postal code (the Guest's first name may be included for a more precise results list) Last name and phone number Resort reservation number The recommended and most commonly used approach is to first search by last name and postal code. If that is not successful, DRC business policy requires that another method be used to search, such as last name and phone number, before creating a new Guest record. At minimum, two of the three recommended search methods should be attempted before creating a new Guest record. Select the new Guest to be added as a celebrant. The new Guest has now been added to the Guest Names list; all of the celebrants can now be selected. The selected Guests are those who will be Guests of honor on their special day during the celebration. With the celebration entry added to the list, the application may now display only one line of information to allow room for any additional celebrations. To see the linked Guests and reservations for any of the listed celebrations, click the [+] icon to expand the item and display the information. When expanded, the [+] icon changes to [‐], which can be clicked to collapse the item back down to single line.

Accents & Special Characters

In order to prevent serious system errors after a reservation is booked, do not add any letters with accents or other "special characters" when booking or modifying reservations in Passport or SBC. Only use the standard letters on a regular U.S. keyboard - other letters cause critical problems. This applies to names, addresses, and all other Guest and reservation fields. For example, do not use any letters with an accent or diacritic. Even if it does not cause an error on the screen, other critical Disney systems can be impacted later. If you notice a character like this when modifying or viewing an existing reservation, please follow standard policies to modify the reservation and change the character to an appropriate standard letter (for example, replace é with e) - this will prevent any further system errors from occurring.

Opening the Call/Verification

In passport: Always search for the Guest's Profile. Only use Anonymous if the Guest refuses to provide their information AND you have attempted to overcome the Guest's objection twice. NOTE: Reservations cannot be booked through the Anonymous link. You are required to search for a Guest Profile using at least two different criteria before creating a new Guest Profile. if the Guest's profile exists, confirm: Spelling of First and Last Name Complete Address including Postal Code Phone number Email Address (Not Required to book)

Magic Your Way Ticket with Park Hopper Option

Includes admission to Magic Kingdom Park, Epcot, Disney's Hollywood Studios, and Disney's Animal Kingdom - Theme Park for a specified number of days Expires 14 days after first use includes admission to more than one Theme Park on the same day

Magic Your Way Base Ticket

Includes admission to Magic Kingdom Park, Epcot, Disney's Hollywood Studios, and Disney's Animal Kingdom - Theme Park for a specified number of days Includes admission to only one Theme Park on any given day Expires 14 days after first use

Magic Your Way Ticket with Water Park Fun & More Option

Includes admission to Magic Kingdom Park, Epcot, Disney's Hollywood Studios, and Disney's Animal Kingdom - Theme Park for a specified number of days Includes admission to only one Theme Park on any given day Expires 14 days after first use Includes admission to Disney's Blizzard Beach Water Park, Disney's Typhoon Lagoon Water Park, Disney's Oak Trail Golf Course and ESPN Wide World of Sports Complex for a specified number of visits

Disney Premier Passport

Includes one year park hopping privileges to Magic Kingdom Park, Epcot, Disney's Hollywood Studios, Disney's Animal Kingdom Theme Park, Disney's Blizzard Beach Water Park, Disney's Typhoon Lagoon Water Park, Disney's Oak Trail Golf Course and ESPN Wide World of Sports Complex as well as Disneyland Park and Disney California Adventure Park Includes digital Disney PhotoPass Plus downloads

Guest Segments Overview

Intender The Intender Guest is an adult or family interested in visiting the Walt Disney World® Resort for the very first time. Repeater The Repeater Guest segment includes adults and families who have been to the Walt Disney World® Resort before, but tend to visit infrequently - sometimes with many years between each trip. Worldphile The Worldphile Guest segment includes adults and families who have been to the Walt Disney World® Resort at least five or more times, with the last visit occurring within the past 2-5 years. Travel Trade The Travel Trade Guest segment consists of travel agents who are booking Walt Disney World® vacations for their clients. We do not assist these Travel Agents. Itinerary Planners Itinerary Planning Guests are Guests who have booked their room or package and are now looking for "add-ons." These Guests are looking for those extra experiences that will add pixie dust to their visit and show the value of a Walt Disney World® vacation. Examples may include Dining, Recreation, Tours, and Special Events. You will not take calls from Itinerary Planners. Groups and Conventions These Guests are looking for 10 or more rooms or villas with or without meeting space. You will not take calls from these wholesale Guests.

International Travel Visa Requirements

International Travel Visa Requirements A citizen of a foreign country wishing to enter the U.S. generally must first obtain a visa, either a non‐immigrant visa for temporary stay, or an immigrant visa for permanent residence. The type of visa needed is defined by immigration law and relates to the purpose of travel. Having a U.S. visa allows you to travel to a port‐of‐entry (e.g., an airport) and request permission of the Department of Homeland Security, Customs Border Protection immigration officer to enter the U.S. A visa does not guarantee entry into the United States. Citizens of Mexico generally must have a non-immigrant visa or Border Crossing Card (also known as a ʺlaser visaʺ). Citizens of Canada traveling to the U.S. are generally not required to have a non-immigrant visa. However, there are specific restrictions for some travelers. Citizens of the British Overseas Territories of Bermuda traveling to the U.S. are not required to have a non-immigrant visa for travel up to 180 days.

Communication

Introduction Communication is key to every relationship in life including that of CSPs servicing Disney. There are several communication skills that should be used when communicating with Guests. Three of the most important are to build rapport through engagement, provide natural delivery of your communications, and to actively listen. Let's read some more about each of these below.

Discovery

Introduction Discovery is a process throughout every call. This process helps both parties involved in the call. The process involves questions and answers to determine needs and solutions. Throughout discovery relationships are also built. A great benefit of the Discovery process is, although time is involved when asking questions, and when you are ready to ask for the sale, the odds of having to handle Guest objections diminishes because you have already established that relationship and learned about your Guest's needs and wants. Therefore, you have improved your efficiency by doing the work upfront, versus having to restart the process based on the objections.

Passport & SBC

It is important to understand that SBC and Passport are connected. Passport is the Guest piece. SBC is the booking mechanism to the back end systems. They work together like a team.

Print Communication

Learn about printed communications by following this Hub path: DRC tab > Guest Topics > Confirmations and Documents > Automatic Mailings > Pre-Arrival Communication Be sure to read the information on these links on the page: Welcome Letter Page 1‐4 Resort Mailer Resort Mailer Letter Guest Tips One set of print communication are the repeat visitation direct mailings. The CRMM (Customer Relationship Management Marketing) Team has developed a direct mail program targeted at Guests likely to return to a Walt Disney World® Resort one year after their last stay. This program consists of two mailings: 1. Initial mailing Sent eight months after the Guest's last visit Resembles a day planner and is personalized with the Guest's name ‐ includes a calendar highlighting the month of their next yearly visit Theme park attractions and resorts are customized using the Guest's past Walt Disney World® Resort behavior and lifestage 2. Follow-up mailing Sent six weeks after the initial mailing to Guests who have not yet responded Postcard featuring a photograph from the season the Guest is likely to return Both mailings include an offer for the Guest's favorite resort category or a one level upgrade. The offers for this program are not discounted offers, but rack rate only offers with specific lead‐in rates and resorts. The mailings do not contain a specific package code, nor do they contain a PIN, because they are simply rack‐rate room‐only offers. If the Guest mentions they received one of these mailings, offer them our annual room only product or upsell them into a WDTC package.

Sales Tips Honeymoon Registry

Many Guests who call to book a reservation may be unaware of the Disney Honeymoon Registry website, or may know about it but never used it or don't know how. Guests who know about and use the Disney Honeymoon Registry website should be encouraged to share it with friends and family who may be planning a honeymoon in the future.

Modifying Walt Disney World® Resort Pkg. Outside 45 Days Land Only - Change Package within the Same Group

Let's look at how to locate and launch the reservation booked previously at an Epcot® Deluxe Resort with the Magic Your Way Package Plus Dining. Party Information The Guest has called back to make a change: They would like to extend their stay by 1(one) Night They would also like to change their room type According to the modification summary information on the left, which function should be used in this scene? The Edit Link Correct! The New Button Incorrect On the Reservation screen: Click the Edit hyperlink in the Accommodations section. On the Accommodation Edit screen: Click to select the Dates checkbox. Adjust the date boxes to reflect the new travel dates. Click to select the Room Type checkbox. Click the black magnifying glass to select the new preferred room type. Enter the contact name. Select "Modification of Existing Reservation" from the Change Reason drop‐down menu. Click the Find Offers button. On the Offers screen: Click the Quote button for offer 1. Click on the Total button for offer 1. On the Already Selected screen: The Already Selected screen will display the new price of the Magic Your Way Premium Package to be quoted to the Guest. It will also show the original package price for comparison. Click OK. On the Offers screen: Click the Select button. On the Reservation screen: Scroll down to the Accommodations section to view the new package. Click the New button in the Internal Notes section. Type "MOD FROM [ORIGINAL PACKAGE] TO [NEW PACKAGE] PER Guest" in the Enter New Notes Info field. Click the Add button. Click OK. On the Reservation screen: Click Confirm All. On the Accommodations Wrap‐up screen: Complete the Last visit at this Resort field. Re‐enter the coded comments and/or remarks written down before modifying the reservation. Click Continue. On the Recap screen: Click Exit to Passport. On the Interactions screen: Select the reason for the modification. Click OK to return to Passport. According to the modification summary information on the left, which function should be used in this scene? The Edit Link

STS Understanding How to Listen

Listen for clues by: Visualizing the Guest Capture information as you go (write it down) Listen for the Guest's interest, values, preferences, and attitude Confirm that you have heard the Guest correctly before you go to the Helping process and offer choices Tips for listening: Resist distractions Suspend judgment and avoid making assumptions Identify the Guest's feelings and the facts Show that you are listening Remember what the Guest says (do this by writing it down) Think of the clues that you collect as your preparation work. You are NOT making an offer yet, but rather storing these clues so that you may link to them later.

a la carte Home Page

Logging In Logging in will take you directly to the New Reservation tab with the Search Guest sub-tab selected. NOTE: The application has a 30-minute security time-out feature. If you do not use or refresh the application within 30 minutes you will be required to log in again. Press a button on the screen to reset the timer.

SBC - Add-on Bookings Modify Package MODIFYING OUTSIDE 30 DAYS

MODIFYING OUTSIDE 30 DAYS Follow the Hub paths below to learn about modifying packages with add-ons outside 30 days. DRC tab > Systems Assistant > SBC Assistant > Special Procedures > Modification Summary > Accommodations Modifications Note: Be sure to read the summary document on how to modify a reservation within 30 days of arrival. DRC tab > Systems Assistant > SBC Assistant > Special Procedures > Modification Summary > Accommodations Modifications > Change Dates, Party, # of Rooms > Arrival/Departure Dates / # of Nights MODIFYING WITHIN 30 DAYS Follow this Hub path to learn about modifying packages within 30 days: One Source > Packages > Policies > Modification Be sure to read the information under each policy link in the grid for modifications under the WDTC Land Only, Negotiated Air, and Published Air headings. Read the information under the Documents Return Policy link. Modification Reminders: Advise the Guest of and apply any required penalties or fees. Advise the Guest of the new total price and take any additional payment due. Request the return of travel documents, if necessary. Travel documents may have to be returned in order to refund canceled Guests or components, or if date changes require that documents be reissued. Record any changes in internal notes. When using the Add/Cancel procedure, this must be done before the cancellation. Send a new confirmation after all modifications have been completed.

Multiple Rooms and Air Blocks

MULTIPLE ROOMS Follow this Hub path to learn about booking multiple rooms: Home > Systems Assistant > SBC Assistant > Components > Accommodations > Multiple Rooms Note: Pay special attention to information on this page regarding "travel with" parties. Multiple Rooms policy: A Travel Party of 1 or 2 adults(18+) with any number of children (ages 3-17) living at the same residence which can not be accommodated in one room or want separate rooms, can be booked on one reservation and connecting rooms can be guaranteed. A Travel Party of 3 (18+) or more adults with any number of children (ages 3-17), and/or with separate residences, and can not be accommodated in one room or want separate rooms, you must book these multiple rooms on separate reservations. A Travel Party of 2 or more adults(18+) with any number of children(ages 3-17) living at separate residences that can not be accommodated in one room or want separate rooms, you must book these Multiple Rooms on separate reservations. You will perform the Travel With procedure in Passport ONLY when booking Separate Reservations. MULTIPLE AIR BLOCKS Learn how to book multiple rooms/multiple air using the System Assistant. Follow the path below: DRC Tab > Systems Assistant > SBC Assistant > Components > Air > Multiple Air Blocks Follow this Hub path to learn about party sizes: Guest Tab > Packages > Air > Air Policies > Procedures & Policies Due to air system constraints, a maximum of six Guests can be booked on one air reservation, or block. Air Help will: Check to be sure there are enough seats on the flight to accommodate everyone in the party Provide further instructions for making the correct notations on the air reservation so that the airline can provide the best service possible

MagicBands The Basics

Magic Band Basics...this little band: Links Theme Park Admission for Resort and Day Guests Links Annual Passes Becomes the key to your Resort Room (Disney Resort Guests Only) Allows charging privileges to a Credit Card on file(Disney Resort Guests Only) Links FastPass+ selections Links PhotoPass or Memory Maker Links Disney Dining Plan Entitlements (Disney Resort Guests with select Packages only)

Does not engage in negative selling or negative dialogue.

Maintain a positive conversation by focusing on what we do have or can offer. Don't say "we ONLY have" or "we DON'T have." Avoid using the words "expensive" or "cheap." Don't advise the Guest that you are having system issues or that the system is slow.

Ensure that Guest preferences are identified during the discovery process and are accurately recorded in the appropriate screen.

Make sure to fill out the Passport discovery correctly. Make sure to fill out SBC correct. Make sure to ask for a name on the credit card and billing address when taking payment.

Update or Record Vacation Interests Accurately

Make sure to update the vacation interest pop up and interactions.

Ground Transportation Bookings Overview Continued

Mears Transportation - Shuttle Service Hub Path: Packages tab > Ground Transportation > Mears Read the description. Review the Procedures & Policies > Guest Policies > Mears Transportation General Conditions. A wheelchair accessible van is also available at no additional charge for Guests with disabilities. TranStar Transportation - Sedan Hub Paths: Packages tab > Ground Transportation > TranStar Transportation Read the description. This is the same information reviewed for limousines, as policies for booking both are very similar. Procedures & Policies > TranStar Sedan General Conditions Procedures & Policies > TranStar Transportation General Conditions This same information will also be available under limousines. TranStar Transportation - Limousine Hub Paths: Packages > Ground > TranStar Transportation > Sedan, Limousine, Exclusive Van Service, SUV or Executive Limo (Mercedes Sprinter) Read the description. Recommend TranStar Transportation instead of transfers to Guests who book a Walt Disney World® Good Neighbor hotel. Also recommend TranStar Transportation to Guests who were recommended a Walt Disney World® Good Neighbor hotel, but who could not book a package (i.e., arrival is within 7 days). When booking air and Mears transfers, a limousine or a town car, you must book the air portion of the reservation first. For all Sanford airport transfers, airline, flight number and arrival time (including AM/PM) must be entered as a transfers component remark and in internal note. Reminder: WDTC does not book air into or out of Sanford (SFB) airport.

Memory Maker Advance Purchase

Memory Maker may be pre-purchased 3 days prior to arrival date or on-site. See the Guest Tab for current Memory Maker pricing. *If purchased at the advance purchase price, there is a three-day holding period before Memory Maker becomes active. Photos taken within three days of the date Memory Maker is purchased at the advance purchase price are not included and must be purchased separately. Memory Maker is available as an Add-On to Package Reservations, Room-Only Reservations as well as Stand Alone. Non-Discounted Memory Maker is available for purchase on Walt Disney World Property, through DRC, and through mydisneyphotopass.com. Memory Maker can be purchased Online or through the Disney Reservation Center, as a standalone product or as part of a vacation package. It also can be purchased at a variety of merchandise and Disney PhotoPass sales locations at our theme parks and Downtown Disney as well as at each one of the Walt Disney World Resort hotels.

Metrics

Metrics are a measure of key indicators that you are successfully servicing a program. You have already learned some about metrics in the Client Support Professional courses and will learn more when you complete Client Support Professional 103. So, let's learn about the specific metrics for the Disney Resorts program. Metrics * ** *** Commitment Adherence (CA) 80-89.99% 90-94.99% ≥95% Intervals Serviced* 30-34 intervals >34-38 intervals >38 intervals Average Handle Time (ATT) 500-800 seconds 450-499.99 seconds <450 seconds Guest Satisfaction Measurement (GSM or Post Call Survey) for "Agenda Helpfulness" 85-89.99% 90-94.99% ≥95% Service Level Requirements Commitment Adherence (CA) ≥90% Quality Assurance ≥90% Quality Control Goal ≤5 per month While you may not fully understand each line item in the above chart, please be aware you should understand them fully by the end of this certification. Understanding these items and striving to reach them is important for you, your IBO, Arise, and Disney. Obtaining three star levels will ensure you are providing excellent Guest service while also meeting CSP/IBO requirements for servicing a program with Arise. This will also give you first choice of service intervals.

Room-Only Bookings Cancel Room-only - Miscellaneous

Miscellaneous Cancellation Notes: The cancellation reason must be selected twice because SBC must send two messages: We should always ask the Guest if they have any dining, recreation, tours or other bookings that must be canceled. One for the legacy system. One for customization of the Guest's communications. If a Guest who has canceled a reservation wishes to reinstate it, a new reservation must be booked and the new reservation number given to the Guest. It is not possible to reinstate the original reservation.

Adding Celebrate Notations Creating a Celebration

Modification Icons To the right of each celebration name are two icons: The Pencil icon is used to make changes or edit the celebration entry. This will be useful if the Guest previously indicated that they would be celebrating a special occasion, but perhaps wasn't sure how old the child would be or the exact date of the celebrant's birthday. When the Guest calls back to update the information, this icon can be used to display the detail entry screen to add the missing information. The Paper/X icon (sheet of paper with a red ʺXʺ) is used to remove a celebration record from the Guest's list (for example, the Guest of honor is no longer able to travel with the party).

Modify from Disney Resort to Disney Resort - Scenario

Modify Room-Only/Discounted Room-Only outside 5 Days Review the Scenario below on How to Modify from Disney Resort to Disney Resort. During your next Web session, be prepared for a demo walking you through these steps. Scenario Party Information: The Guest with the existing reservation at a Disney Deluxe Villa resort has called to change to a Disney Deluxe Resort. Use The Hub path below to walk through and review the steps to Modify Disney Resorts: DRC tab > Systems Assistant > SBC Assistant > Special Procedures > Modification Summary > Accommodations Modifications > Change Resort/Package

Modifying Walt Disney World® Resort Pkg. Outside 45 Days

Modify outside 45 days A modification is any change to a reservation that does not result in the cancellation of the entire reservation. Individual component or passenger cancellations are considered modifications. The Hub path: Packages > Policies > Packages > Modification Review the general guidelines for modifying a reservation. Review the information at the WDTC Land Only > 45+ days prior to arrival link for this scenario. Review the information at the Who can modify/cancel a reservation link. The Hub path: DRC tab > Systems Assistants > SBC Assistant > Special Procedures > Modification Summary > Accommodations Modifications Two reminders before modifying a reservation: Prior to modifying a reservation, write down the existing coded comments and remarks as they will automatically be removed when the reservation is modified. If the payment type in the payment section of the Reservation screen is blank, the Guest paid for the reservation with an enterprise gift card, such as the Disney Gift Card.

Foods

More than 75 million Cokes are consumed each year at the Walt Disney World® Resort, along with 13 million bottles of water. Guests also eat 10 million hamburgers, 6 million hot dogs, 9 million pounds of French fries and more than 300,000 pounds of popcorn.

Booking Cirque du Soleil Booking Process, Continued

Multiple seats are listed in the same line but are separated by a hyphen. You must click the [Policy & Spiel] button and review the policies with the Guest. You can expand the arrow to read policy details. Check each box. After all the policy spiels have been confirmed, the [Book] button will be active. Click the [Book] button to move to the payment screen.

MyMagic+ Overview

MyMagic+ FAQ Which Guests will get to participate in MyMagic+? All Walt Disney World Resort Guests can participate in MyMagic+. Does MyMagic+ require Guests to plan every moment of their visit? No. MyMagic+ enables Guests to design the vacation experience they want. Guests who enjoy planning in great detail will be able to do so like never before, and those who want spontaneity or to "go with the flow" still can. Do Guests have to use MyMagic+? No. Guests who choose not to register on My Disney Experience, make Disney FastPass+ selections in advance or use a MagicBand or RF-enabled card can still enjoy a park experience but will not have access to some of the benefits of the program (e.g., securing favorite attractions or experiences in advance). Is there an additional cost for MyMagic+? No. MyMagic+ is included in the price of admission. [Note: The MagicBand will only be included for Walt Disney World hotel Guests and Passholders; day Guests can use RF-enabled ticket media and have the option to purchase a MagicBand.] Where can I find a MyMagic+ service center? Magic Kingdom Park - Town Square Theater Epcot - Innoventions East Disney's Hollywood Studios - Sid Cahuenga's One-of-a-Kind Disney's Animal Kingdom - Creature Comforts Downtown Disney - Marketplace Guest Relations

Recap the reservation completely and accurately.

New bookings - you must recap everything on the Recap screen. Existing reservations - recap what you did to the reservation. (i.e. took payment, gave balance/due date, took DME information, recapped the booking information) Cancel - provided the refund time.

STS Introduction Why are Loyal Guests More Profitable?

No acquisition costs: There are no costs to bringing existing Guests in the door. Base profit: The longer you keep a Guest, the longer you earn a profit on his or her purchases. Per-Guest revenue growth: Over time, a Guest's spending with you tends to accelerate. Lower operating costs: Over time, dealing with the same Guests becomes more efficient. Price premium: Often, long-time Guests are less price sensitive. Referrals: Satisfied Guests recommend you to others.

a la carte Offer-based Selling

Now let's look at why we will use a la carte. The a la carte application is an offer-based approach for booking: Cirque du Soleil® Offer based selling is: A process for booking Cirque du Soleil reservations based on discovering the Guest's needs and exceeding their expectations. At the Walt Disney World® Resort: We use state‐of‐the‐art computer tools to help us make the ʺBest‐Fitʺ recommendations or offers to the Guests. We have high demand for Disney event products, which can present challenges when attempting to match the Guest needs with the perfect opportunity. For example, a Guest calls and wants to book Cirque du Soleil. We search the requested date, but nothing is available. The a la carte application works like the Passport/SBC system used by Disney to create magic for Guests at resorts. The a la carte application helps us work smarter. When we submit a request, a la carte will do the searching for us, returning the Guest's request if it is available. This means that the a la carte application uses "offer-based science" - the science of mathematics, statistics, and probability - to determine what a typical Guest who has made similar requests normally books. Offers presented by the a la carte application are based on Guest preferences, balanced with availability and potential revenue for the business.

Air Bookings Activity: Air Glossary Drag-n-Drop

Now that we've had a chance to explore the air lexicon, let's test your knowledge of some common terms that you'll encounter in your new role by performing an "air vocabulary" activity. Don't worry, this is just for fun; there won't be a "grade" for this test. Launch the electronic activity from the DRC Tab and click the Instructions button for an explanation of how the activity is performed. Each screen includes a Next button to continue through the instructions. Air Glossary Drag-n-Drop Activity Path DRC Tab > Cast Resources > Training > Air (Heading) > Air Glossary Activity Were you able to correctly identify all of the terms on the first try? You certainly weren't expected to have committed them all to memory already, so don't worry if you had to try multiple times to get more than a few of them right. Just remember that the Air Glossary in One Source is always available for your reference.

Discovery

Now that you know what features and benefits are, let's talk about determining wants and needs of Disney Guests. Determining wants and needs is important to eventually determining benefits. We have to learn what benefits a Guest may be looking for. We call this process Discovery. Discovery really begins at the start of your interaction with a Guest and can continue through to the end. Your goal will be to learn as much as you can about your Guest's needs and wants early in the call so you can provide the best solutions (with benefits) for the Guest. Click each tab below to learn more about Discovery.

Modifying and Canceling Air SBC Screens

Now that you've seen the process for adding notations to an existing air reservation, take a moment to review some key points to remember when on the different SBC screens: Reservation screen Click the Edit link for the air component. Air Get Itinerary screen The information must be entered on all legs of the itinerary. Click the UpdPaxInfo link for all flights. Air Update Passenger screen Enter OSI, SSR and frequent flyer information in the fields adjacent to the appropriate passenger name. Guests can earn frequent flyer miles on WDTC air travel, but cannot redeem their miles as payment. Click the Update button and then click the Itinerary button.

Booking Published Air SBC Screens

Now that you've seen the process for booking a package with published air, let's take a moment to review some key points to remember when on the different SBC screens: IMPORTANT NOTE: Do NOT attempt to complete any of the Air Booking steps in Disney systems while completing this lesson. Your instructor will walk you through this in your next live session. Passport Discovery Guest Profile screen Determine whether the Guest will need air transportation early in the conversation so that you can provide a complete package quote to better meet their needs. Air Requirements and Preferences screen Click the Airport Look-up icon to quickly locate the airport code. The Walt Disney Travel Company sells only round-trip airfare. Air Outbound and Air Return screens We partner with the airlines to provide the most flights to our area. Flights displayed do not represent all flights from the location. Published/non-refundable fares can be identified by the indication "Now" in the Pay Policy column and a dollar amount in red text in the Price column. Miscellaneous Alert pop-ups A miscellaneous component is added to ensure that the Guest's confirmation will include an indication that non-refundable air has been booked. Already Selected screen Always quote the package offer from the Already Selected screen. Reservation screen Although payment of non‐refundable airfare is required by 10 p.m. on the same day, do not proactively offer to hold the reservation without payment. Ground Transportation screen When air is included on the reservation, the flight details will be auto-populated on this screen. Recap screen You must call Guest Services to have the balance due date adjusted.

Booking Infant Air SBC Screens

Now that you've seen the process for booking air with an infant who will occupy his/her own seat, let's take a moment to review some key points to remember when on the different SBC screens: Passport Discovery Guest Profile screen. Date of birth must be displayed for all infants. The Secure Flight policy requires the full names of all Guests as they appear on their respective government‐issued photo IDs, as well as their birth dates and genders. Secure Flight information is recorded in SBC. Air Requirements and Preferences screen. All passengers ages two and older are required to have their own seat on the plane. SBC will always default to a paid seat for infants. Air Wrap‐up screen To ensure that a seat is properly booked for any infant, his/her name must appear last in the passenger list.

Booking Negotiated Air SBC Screens

Now that you've seen the process for checking availability of negotiated air, let's take a moment to review some key points to remember when on the different SBC screens: IMPORTANT NOTE: Do NOT attempt to complete any of the Air Booking steps in Disney systems while completing this lesson. Your instructor will walk you through this in your next live session. Passport Discovery Guest Profile screen Verify the spelling of all Guest names as they appear on the Guests' government‐issued IDs. Air Requirements and Preferences screen To receive the broadest selection of available flights, leave the Departure Time, Return Time and Preferred Carrier fields blank. Air Outbound and Air Return screens Click Expand All to display all of the alternative fares. Check the Pay Policy, Cancel Penalties and Price columns to determine whether the fare is refundable (negotiated) or non‐refundable (published). When offering a flight for which a CHG or RST link appears in the Restrictions column, you must click the link and read the pop‐up message to the Guest/travel agent. Non‐stop flights do not include a change of aircraft or any intermediate destinations. Direct flights may have one or more stops between origin and destination. Connecting flights require a change of planes before reaching the final destination. Air Details screen Do not quote the price of air separately from the package total unless the Guest/travel agent proactively requests it.

The Offer-Based Selling Acronym - OBS

O - Offers that best suit Guest needs When Guest preferences are entered on the Discovery screen, the system uses the information to seek availability for resorts that match the Guest's needs. B - Business results with Focused Inventory Focused inventory displays the available resorts based on both the Guest's requests and Disney business needs. S - Success for you by increasing your revenue Offer‐based selling will identify the resorts that have the most available inventory, based on the Guest's preferences. The offers will be displayed in an easy to read and logical order to assist with the sales process.

Informs Guest about Itinerary Planning opportunities and offers to transfer if appropriate.

Offer to connect to Dining, or provide the website and/or phone number for bookings, modifications, payment, and third party information.

Follow all DRC policies and speil accurate policies and product information to the Guest. (5 points) Make sure you are abiding by all policies. (i.e. warm conferencing, DEP/Mod/Cxl policy, mutiple room policy, etc.)

On new bookings please say: "Have you heard about our new tool, My Disney Experience?" If Guest says no, continue as below: "You can link your reservation via our website, www.mydisneyexperience.com. You can start to plan and reserve, in advance, your favorite experiences via Disney FastPass+ and customize your MagicBand in advance. Your MagicBand will serve as your room key, park admission, access to Disney FastPass+ selections, Disney Memory Maker, and payment account all rolled into one! You can also download our 'My Disney Experience' mobile app to access your plans and park information on the go." On a modification of the reservation, please say the following: "Before you go today, please be sure to visit our www.mydisneyexperience.com website and confirm the changes that have been made to this reservation. If the changes do not appear, you will need to relink your reservation by clicking on the 'update Guest information link.'"

Book Package with Ground Transportation Outside 45 Day Book a Walt Disney World® package with rental car-Same dates & Location, Cont.

On the Offers screen: Click Select. On the Reservation screen: Review all of the reservation details. Click the New button in the Internal Notes section. On the Internal Notes - Create/Edit Notes screen: Type the following notes in the Enter New Notes Info field and click Add after each one: ADVISED CHANGE AND CXL POLICY. CAR RENTAL FOR 3 ADDL DAYS. CAR PU IN MCO CAR DO IN TPA PER Guest. ADV DRIVER MUST PRESENT VALID DRIVER LICENSE AND CREDIT CARD. ADV CAR SEAT REQ AND FEE PAID TO ALAMO. DECLINED INS AND CRC. Click OK. On the Reservation screen: Click Confirm All. Click No in the "Insurance Not Booked. Do you wish to book Insurance?" pop‐up message. On the Accommodation Wrap‐up screen: Enter the date of the Guest's last visit to this resort. Scroll down to the Remarks section and click Enter. Type "CRIB REQUEST." The crib request is entered as a remark on Walt Disney World Good Neighbor® Hotel Packages. The hotel would not see the request if it was entered as a coded comment. Click Enter. Click OK. Click Continue. On the Car Wrap‐up screen: Verify that the correct Guest is indicated as the driver and request a car seat if required. Click Coded Comments and select any applicable comment(s). Enter the age of the child as a remark. Click Continue. On the Recap screen: Click the Return to Reservation button. On the Reservation screen: Click Post in the Deposit Requirements section. On the Advance Payment Posting screen: Make the proper selection in the Method of Payment drop‐down list. Complete the Credit Card #, Expiration Date and Post Amount fields. Click to select the Yes or No radio button to answer the question, "Use this credit card for charges incurred during your stay?" Verify the card holder name and billing address. Click Process. On the Reservation screen: Click Confirm All. Click No on the pop‐up advising "insurance not booked." On the Recap screen: Recap the reservation (ask for a volunteer to recap). Click Exit to Siebel. On the Interactions screen: Select a reason why the Guest is not staying at a Disney resort. Click OK.

Book Package with Ground Transportation Outside 45 Day Book a Disney Springs Resort Area Hotel package with shuttle transfers, Cont.

On the Offers screen: Click the Select button for offer 1. On the Reservation screen: Review the deposit information, party summary, accommodations and insurance. Click the New button in the Internal Notes section. On the Internal Notes - Create/Edit Notes screen: Type "ADVISED CHANGE AND CXL POLICY" along with your stage name in the Enter New Notes Info field. Click Add. Click OK. On the Reservation screen: Click Confirm All. If the dates of the transfers are within two days of the booking date, you must call Air Help after clicking Confirm All. Air Help will fax the reservation information to the transportation company. On the Accommodation Wrap‐up screen: Enter the date of the Guest's last visit to this resort. Click Continue. On the Insurance Wrap‐up screen: Click Continue. On the Ground Transportation Wrap‐up screen: Click Continue. On the Recap screen: Click Return to Reservation. On the Reservation screen: Click the Post button in the Deposit Requirements section. On the Advance Payment screen: Verify the name on the credit card and the credit card billing address. Enter the credit card number and expiration date and post the amount (full payment). On the Reservation screen: Click Confirm All to proceed to the Recap screen. On the Recap screen: I have confirmed a reservation for __________, for [Party summary, including full names and ages of children], arriving on______ for___ nights at ______ resort in a [room type] with the _____________ package, departing on _______. This package includes ____________ tickets; Trip Interruption and Cancellation insurance; your __________ transfers [round trip/one way]. Full payment of $______ has been charged to your credit card. The remaining balance of $______ will be due by _________. Once again, your total package price is $_________. Your reservation number is ______________. Click Exit to Siebel. On the Interactions screen: Make the appropriate choice from the drop‐down menu. Click OK. Based on this Guestʹs travel plan and vacation interests, he will receive: Confirmation directly from the hotel, not the Walt Disney World® Resort. Welcome letter for Disney Springs Resort Area Hotels.

Booking Negotiated Air Booking Refundable Air, Part 3

On the Recap screen, you will review the complete details of the reservation with the Guest to ensure that you have met all of their needs. Let's view the final segment of our demonstration of the booking process for refundable air. Go to the following path and read the information indicated below. The Hub path: Packages > Air > Air Overview Procedures & Policies > Cast Member Procedures > Air Products - Mandatory Verification Process Alternative Airports Air Markets Air Product Discovery Process When recapping a reservation, remember to review the complete details of the flights, including the dates, times, city airports, and flight numbers. IMPORTANT NOTE: Do NOT attempt to complete any of the Air Booking steps in Disney systems while completing this lesson. Your instructor will walk you through this in your next live session.

Modifying Walt Disney World® Resort Pkg. Outside 45 Days Adding/modifying Comments/Remarks

On the SBC Reservation screen: Verify the reservation information with the Guest. Scroll down to the Accommodations section. Click to select the Comments/Remarks checkbox. Click Confirm All. On the Accommodations Wrap-up screen: Scroll down and click on the Coded Comments link. Select the appropriate coded comment(s). Click Continue button. On the Recap screen: Click Exit to Passport. Select "Resort Unchanged" as the modification reason. Click the OK button on the Interaction screen to return to Passport.

Steps-Cancel Non-Walt Disney World® Package Outside 45 Days

On the SBC Reservation screen: Click the New button in the Internal Notes section. On the Internal Notes screen: Type "cxld res per [Guest's name]" in the Enter New Notes field. Click Add. Click OK. Click Confirm All Add to proceed to the Recap screen. Click Return to Reservation to proceed to the Reservation screen. On the Reservation screen: Click the Cancel link in the navigation panel. On the Cancel Itinerary Component screen: Click the Entire Itinerary checkbox. Select "Job Related Issue" from the Cancellation Reason drop‐down menu. Enter the contact name. Click Continue. A penalty pop‐up will be displayed indicating "Applicable penalty for this cancellation...." There is no penalty for the room component. Other associated penalties are applicable based on the components booked. Click Proceed . This will display a pop‐up indicating "Clicking YES will cancel the selected component(s) immediately." Click Yes. On the Interactions screen: Select "Job Related Issue" from the Cancellation Reason drop‐down menu. Click OK. This will close SBC and return to Passport. Remember to ask the Guest whether they need to cancel any dining, Cirque or other reservations.

Match solutions to needs

Once you are fully aware of the Guest's needs, you will then determine a solution. This solution should be presented in a way that shows the benefits of the solution to the Guest. Features of each sales item provide benefits that meet Guest needs. A statement structure you can use is: "I am confident that you will enjoy __________ because you mentioned your desire to __________." Remember to use a sentence structure that is comfortable to you though. The above is just an example. It is important to share benefits of the products you are selling.

Book Ticket Orders

OneSource Path: DRC Tab > System Assistant > SBC Assistant > Components > Tickets > Stand Alone Ticket Orders > Processing Ticket Orders Take some time to follow the path above and read about processing ticket orders. We will go over this in more detail in your next live session but it is important that you read through the information available in OneSource now to be prepared for the session.

Disney's Magical Value Resorts!

OneSource path: DRC Tab > Cast Resources > Training > My Disney Learning Journey: Walt Disney World Resort > Resorts

Disney's Magical Deluxe Resorts!

OneSource path: DRC Tab > Cast Resources > Training > My Disney Learning Journey: Walt Disney World Resort > Resorts Review each Walt Disney World® Deluxe Resort's theming and review standard room accommodations. OneSource Path: Guest Tab > Resorts > Deluxe > Overview/Room Types

Disney's Magical Deluxe Villa Resorts!

OneSource path: DRC Tab > Cast Resources > Training > My Disney Learning Journey: Walt Disney World Resort > Resorts Review each Walt Disney World® Deluxe Villa Resort's theming and review standard room accommodations. OneSource Path: Guest Tab > Resorts > Deluxe Villa > Overview/Room Types

Disney Moderate Resorts!

OneSource path: DRC Tab > Cast Resources > Training > My Disney Learning Journey: Walt Disney World Resort > Resorts Walt Disney World® moderate resort's theming and review standard room accommodations. OneSource Path: Guest Tab > Resorts > Moderate > Overview/Room Types

Open Guest Profile

Open Profile Double-click the appropriate record to open the Guest's profile. This is an alternate and shortcut way to quickly open the Guest's file to their Profile panel display. Click the Reservations tab. You can also open the Reservations tab by clicking the Existing Reservations button after finding the Guest. Click the Reservations button found in the Actions bar at the bottom of the panel. Select "Resort Reservation" from the drop-down menu. A dialog box will pop-up to confirm the appropriate destination.

Open-ended Questions

Open-ended questions ask for more dialogue in the response. The responses may be simple but longer or a full dialogue that includes a story or description. Use this type of question early in your conversation to get a quick start at learning needs while framing the rest of your discovery process. Examples: How do you plan to spend most of your time when you're not in the theme parks? What do you enjoy doing while on vacation? How would you describe your best vacation ever?

Modifying & Canceling Reservations Other Resorts

Other Resorts Other resorts are hotels that we sell that are not owned or operated by Disney. Walt Disney World Dolphin Hotel The Hub path: Resorts > Non-Disney Resorts > Dolphin > Overview Review information at the following links in the left navigation panel: Images and Files > WDW Property Map Assist participants with finding the resort area on the map. Additional Info > Facts and Trivia Please note the comment regarding "Owner of the Walt Disney World Swan and Dolphin Resort." This information should only be shared with Guests if they specifically ask. Events & Products > Products - Room Review view, bedding, and maximum party size for each room type in the grid. Review Procedures & Policies > Cast Member Procedures for each room type. Walt Disney World Swan Hotel The Hub path: Resorts > Non-Disney Resorts > Near Theme Parks > WDW Swan Review information at the following links in the left navigation panel: Images and Files > WDW Property Map This resort is located directly across from the Dolphin and they share many of the recreation areas. Additional Info Note that this resort is also operated by Westin Hotels and Resorts. Events & Products > Products - Room Review view, bedding, and maximum party size for each room type in the grid. Review Procedures & Policies > Cast Member Procedures for each room type.

Disability Awareness for DRC

Overview The "Seven Guidelines for Guest Service" help us to provide all Guests with the attention and respect they expect. Some Guests require special attention: they are our Guests with disabilities. The "Seven Steps to Disability Etiquette" helps us to provide Guest with a disability the attention we provide to any guest.

Booking Negotiated Air

Overview Because there is no training environment in which you can practice booking air reservations, we have created realistic air booking demonstrations that will simulate the booking process for air with actual screen shots from SBC. During these demonstrations, you will interact by clicking the appropriate button or area of the screen, or by typing directly into the proper field to progress through the simulation. We will be begin with a demonstration of the process for booking refundable, or "negotiated," air in SBC. As the name implies, these are fares that have been negotiated between an airline and the Walt Disney Travel Company. Also known as bulk or contracted air, these fares carry unique conditions and rules and are part of a legal contract between the airline and the Walt Disney Travel Company.

Room-Only with Air Bookings

Overview Below is an overview of Booking Room-Only with Air. The Hub path: ​One Source > Packages > Air > Procedures & Policies > Air Products ‐ Room Only Reservations Refer to the Hub path above and review information in detail under the Description heading: Booking Requirements Booking Procedures Additional Information Reminder: If a Guest wishes to add additional WDTC add-on components (i.e. Insurance, Car Rental, Transfers, Cirque, etc.) the RMO booking must be canceled and re-booked as a WDTC Basic Package and the new deposit and final payment polices apply. ​Note: Refer to the Hub path above and review policies for adding insurance to room‐only bookings once published air has been booked.

STS Helping

Overview During the helping phase of the call flow you shift from obtaining information to providing a solution that highlights benefits that are specific to the Guest. Your focus is on ensuring the Guest makes the best choices for his or her solution. You must demonstrate a desire to help, even in difficult situations. You become a guide instead of a data collector. You guide Guests to the best solutions through the power of suggestion and recommendation. Through this process you must understand that objections are really just a request for more information. This is an opportunity for you to explain the reason for your recommendation and/or listen further to adjust your solution to match the true need. Think about how easy it is to slip into the mode of providing solutions once you understand the situation. When someone in your family comes to you for help, you ask them questions first and then begin to offer optional solutions. If you are using your sales techniques, you give the Guest choices where all of the results will be valuable and beneficial. This will making asking for the sale a breeze and closing the sale just as easy.

Modifying and Canceling Air

Overview One of the key benefits for Guests who book complete vacation packages through the Walt Disney Travel Company is the convenience of one‐stop shopping. When Guests book their air with us, we are able to assist them with any requests or changes that may be necessary. Such requests may include adding notations to a reservation, modifying the travel party, or completely canceling a reservation. Modifications and Cancellations for Air Reservations may only be completed by the Air Help Department. You will contact that department to assist a Guest with Modification or Cancellation Requests. You may add some requests to a Guests Air Reservation. Typically these requests are information that the Airline would like to know or need to know. Other Supplementary Information (OSI) is "nice to know." This information is helpful for the Airline to be aware of when the Guest travels. Examples: First Time Flier, Guest Speaks Limited English, etc. Special Service Request (SSR) is information the Airline "needs to know."This is information that the Airline must know when the Guest travels. Examples: Guest Requires Wheelchair Assistance, Guest is traveling with Oxygen, etc. Frequent Flier Membership We are able to add a Guest's Airline Frequent Flier Membership Number to their booking. This will assist the Guest with earning the mileage for their travel as well as alerting the Airline to the Guest's Frequent Flier Status enabling them to provide the Guest with any benefits they may have earned. NOTE: We are not able to use any Airline Mileage or Credits toward flight payments.

Honeymoon Registration

Overview The Disney Honeymoon Registry: Is a complimentary Online service designed for couples taking a Disney honeymoon. Provides links to memorable experiences for couples to plan their honeymoon getaway at select Walt Disney World® resorts, aboard the Disney Cruise Line®, or at a Disney Vacation Club Resort. The Disney Honeymoon Registry is not a separate or unique package. Rather, it allows family and friends to make monetary contributions to the couple. Funds can be added to the registry from the moment it is activated until just before the end of the honeymoon stay (upon checkout from a Disney resort or at the end of a cruise).

WDTC/CRO Overview

Overview The Disney Reservation Center (DRC) is separated into two business areas: Central Reservations Operations (CRO) Mainly handles rack rate and discounted room‐only reservations Sends information to Guests for vacation planning Sells tickets not included in packages This part of our business is measured separately and is often referred to as "CRO reservations" by our backstage partners. CRO Reservations can be identified with a 12 Digit Reservation number. All Numbers. Walt Disney Travel Company(WDTC) The Walt Disney Travel Company, as the largest Disney wholesaler, assists Guests and travel agents by serving as the one‐stop source for complete Walt Disney World® Resort vacations. The WDTC sells packages: To consumers through the Disney Reservation Center, on disneyworld.com and through our partners in the travel industry. To travel agents through the Disney Reservation Center or disneytravelagents.com - travel agents represent suppliers (in this case, the WDTC), sell their product, accept payments and distribute the product, all for a commission percentage. WDTC Reservations can be identified with an 8 Character Reservation number. A combination of letters and numbers. You will be a part of both the Walt Disney Travel Company and Central Reservations business areas.

SBC - Air Bookings

Overview The Walt Disney Travel Company is a full service wholesaler that offers complete vacation packages, which can include air travel to the Walt Disney World® Resort. When the air portion of your certification is completed, you will have a thorough understanding of air travel, including air‐related terminology, policies and procedures, and the processes for booking, modifying and canceling air. While most of us have probably traveled by plane before, some may not have. Similarly, our individual levels of experience with air products and terminology will vary, so let's begin our air education with a video overview. Air Bookings Overview The Walt Disney Travel Company is a full service wholesaler that offers complete vacation packages, which can include air travel to the Walt Disney World® Resort. When the air portion of your certification is completed, you will have a thorough understanding of air travel, including air‐related terminology, policies and procedures, and the processes for booking, modifying and canceling air. While most of us have probably traveled by plane before, some may not have. Similarly, our individual levels of experience with air products and terminology will vary, so let's begin our air education with a video overview. Although individual levels of experience with air products and terminology will vary, an Air Glossary is available to you in the Hub for assistance at any time. Briefly review the contents of the Air Glossary on the Guest tab to get an understanding of the type of information available there. The Hub path: Packages > Air

Offer-Based Selling

Overview The resorts count on the Disney Reservation Center to fill their rooms with Guests. Offer‐based selling matches the Guest's needs with resort availability and resort inventory needs. Even though we have a good idea of the resort tier that the Guest would be most interested in and we feel we have knowledge of the "best fit" plan for the Guest prior to reaching the Offers screen, "offer‐based selling" uses "focused inventory" to highlight exactly which resorts need the business. "Focused inventory" then offers a resort to the Guest that would be beneficial to everyone - the Guest, the Disney Cast, and Disney.

SBC - Ground Transportation Bookings

Overview There are four transportation types offered as an add-on to a WDTC package: Ground transportation (airport transfers - WDW Resorts) Rental car Mears (shared service - WDW Resorts one-way) TranStar Transportation (private car service) Airport Transfers Packages tab > Ground > Select Ground Transportation Icon [DME, TranStar, Mears, Alamo] After accessing the Hub path, follow the directions below to review the appropriate circumstances for booking the various ground transportation options. Click on the link for each individual transportation type when discussed below. Disney's Magical Express Disney's Magical Express creates a magical vacation experience from the time the Guest checks in at their departure airport until they return after their stay at the Walt Disney World® Resort. Note: DME is not available to Guests flying into any other airports (e.g., Sanford Airport) or arriving on Amtrak. Luggage transfer from the airport can take up to 3 hours (domestic) and up to 4 hours (international).

MyMagic+ FastPass+

Overview What is Disney FastPass+? Disney FastPass+ service allows Guests to reserve access to some of their favorite experiences in advance through the My Disney Experience website and Mobile App before they leave home. Offerings expand beyond attractions to include parades, nighttime spectaculars, shows and character greetings! Using the My Disney Experience planning page or mobile app, you can lock in some of your must-do attractions and entertainment experiences - so you can relax and enjoy the moment with your family. If your plans change, you can update your FastPass+ selections on the go. Make changes with the My Disney Experience mobile app, at your Disney Resort hotel Lobby Concierge or at the FastPass+ kiosks conveniently located throughout all 4 theme parks.

MyMagic+ Memory Maker

Overview What is Memory Maker? Memory Maker is a new product offered by Disney PhotoPass Service that is available to all Guests at a separate purchase price. It includes all Walt Disney World vacation photos taken during a 30-day period for one price - not only those taken by PhotoPass photographers, but also photos from select dining and attraction locations. Photos are linked to the Guest's My Disney Experience account. The purchase price includes unlimited downloads of all of the Guest's photos, as well as those from any of the Guest's connected Family & Friends on My Disney Experience. With Memory Maker, your whole family can be in the picture at Disney PhotoPass locations-plus select attraction and dining locations-throughout Walt Disney World Resort. All of the photos you take are magically yours forever, like memories of your family posing together in front of Cinderella Castle, screaming down Splash Mountain, hugging Mickey Mouse and so much more. Forget about having to purchase each photo individually-you can get digital copies of them all. Best of all, you can relax and be in the moment with your family-confident that our Disney PhotoPass photographers will capture your vacation memories.

Did CSP use correct opening spiel?

Thank you for calling Walt Disney Resorts, where celebrations are our specialty, my name is (full stage name), how may I help you

My Disney Experience

Overview What is My Disney Experience (MDX) and what can I do with it? Guests have the opportunity to create their own personal guide to the magic on My Disney Experience - a new website and mobile app. With it, families can begin their experience before they ever leave home. My Disney Experience also travels with Guests as they visit Walt Disney World and helps them relive their experience long after their visit is over. My Disney Experience enables Guests to: Get more information on all Walt Disney World Resort has to offer, from resort hotels and attractions to dining and merchandise. Design the overall Disney World vacation experience they want, planning as much or as little as they wish. Make dining and other reservations. Connect with family and friends to coordinate plans and share photos. Navigate Walt Disney World Resort with ease, using the new, enhanced maps. Find attraction wait times and show times, as well as nearby experiences and services.

MyMagic+ MagicBands

Overview What is a MagicBand? Tap into the magic with your MagicBand on your wrist. This colorful wristband is actually an all-in-one device that effortlessly connects you to all the vacation choices you made with My Disney Experience. Your MagicBand enables you to travel lighter throughout your vacation. Use it to enter the parks, unlock your Disney Resort hotel room and buy food and merchandise. Plus, your MagicBand gives you FastPass+ access to all the experiences you've selected online, so you can simply concentrate on enjoying the fun with the people you care about. Valid theme park admission is required to use FastPass+ service. MagicBands connect Guests to the vacation choices they make with My Disney Experience. The MagicBand serves as a resort room key, park admission, access to FastPass+ experiences, payment method (optional), and photo association all rolled into one. How Do Magic Bands work? Radio Frequency (RF) technology inside the band interacts with touch points located in places such as resort room doors, theme park and water park entrances, Disney FastPass+ entrances, payment locations and on mobile devices used by Cast Members. The MagicBand can also be read by long-range readers used to deliver personalized experiences like enabling personalized greetings and automatic delivery of meals at Be Our Guest Restaurant. These readers also provide information that helps us improve the overall experience in our parks.

MyMagic+ Touch To Pay

Overview What is touch to pay? Touch To Pay functionality is available for all resort Guests and can be used at merchandise locations, quick service restaurants and other locations that can charge to the Guest's room account. A mobile device at table-service restaurants, pool bars and other select locations also facilitates payment with a MagicBand. What can Guests "Touch To Pay"? Enter your resort room (Disney Resort Guests only) Enter the Theme Park (All Ticket Media) Utilize FastPass+ selections Pay for merchandise and dining experiences Utilize Dining Plan Entitlements (Disney Resort Guests with select packages only) Link Photos to PhotoPass or Memory Maker

Book

Overview: The relationship that began with the Guest will continue as a result of key information collected and updated in Passport and SBC. It is important to the success of our continued communication with the Guest that we ensure that key Guest information is captured accurately during the call. Your role in capturing accurate Guest data and information in Disney's booking systems is of key importance. In all cases, the stream of Guest‐specific communications will reference data entered directly by a DRC agent/CSP, such as Guest names, data captured as part of past visits, vacation interests, and celebration information. The Guest will receive customized, relevant messages through the CRM communications they receive. All e‐mail messages assume that we have correctly captured the Guest's e‐mail address. Ask for an e‐mail address from each Guest. The Hub path: DRC tab > Guest Topics > Confirmations and Documents > Automatic Mailings > Pre‐Arrival Communication

Take ownership and Show a Willingness to help

Ownership is our willingness to take responsibility for our words and actions. In the case of your role while servicing Disney Resorts, it is also your willingness to take responsibility for previous actions by Disney that the Guest may have been effected by. You show this by using "I" and "we" statements throughout the call. Engaging the Guest in a pleasant conversation about their vacation, and letting them know that you are ready, willing and able to assist them with their needs, will help you to make a connection and build rapport with the Guest that will allow you to move through the sales process and involve the Guest in the process of determining the best possible product.

Search Methods

Package Code Search: The Package Code Search allows you to search for specific package codes and review additional detail in One Source if needed. Enter an applicable package code in the Package Code Search field. The application will display the Code Results pop-up pop-up window with specific details about the offer, including: package code, rate grid name, promotion, package type, start date, end date, and booking status. The application will also display a list of similar package codes. Room Type Search: The Room Type Search field allows users to search for specific room types at the Walt Disney World® Resort. Place the cursor over the search field to display a pop-up window with suggested ways to use the search field. Users can search by: Maximum Occupancy Room Code Resort Airport Code Search: This section allows you to search for specific airport codes.

Walt Disney World® Resort Room-Only Policies

Please note the following Policy highlights for Room-only bookings: All Walt Disney World® resorts require a deposit. The deposit amount should equal the first night's rate per room, plus tax. The same room‐only policies and procedures apply to bookings for Disney's Vero Beach and Disney's Hilton Head Island Resorts. Links are available to each from the Package and Components section of One Source. Room‐only reservations have 12 characters (vs. eight characters for package reservations). Room Limits: Multiple Room policy is the same for all Reservation Types. If the Guest does not meet All of the Multiple Room requirements, multiple reservations must be booked. Quoting room-only rates: Pricing should always be quoted from the SBC Offers screen. Do not use the "Today's Rate" link on the Resort's detail page in One Source to provide prices.

Room-Only Bookings

Policies Overview In this lesson, you will review Room-only Policies, bookings, modifications, and canceling of bookings. Review the Walt Disney World® Resort Room-only Policies listed below in the Hub. The Hub path: Guest Tab > Packages > Policies > Room Only Offers The following information is available on the Overview page: Minimum Night Count Maximum Night Count Refer to the Disney Room Only Booking Guidelines hyperlink: For information located in the Booking Guidelines column on the Description grid. For Payment Policies (Additional Policies to Review column) > (scroll down) Payment Address: Review CRO payment addresses for the US Postal Service and overnight delivery.

Disney Gift Cards

Posting payment using the Disney Visa Rewards Card and the Disney Gift Card is similar to the procedure for regular credit card processing, except that the current balance of the stored value card must be reviewed prior to posting payment. Follow this Hub path: DRC tab > Systems Assistant > SBC Assistant > Special Procedures > Pricing and Payment Guide. Read through the information presented. For additional information read the information at each of this locations: OS > Services > Most Requested > Disney Gift Card Disney Visa Reward Dollars and Disney Gift Card Balance Disney Gift Card > Applying Payments Disney Gift Cards > Cancelling Reservations With Funds Posted From a Disney Gift Card Disney Gift Card > Modifying Res That Require a Refund to a Disney Gift Card

CRM for All Segments

Pre-Arrival Communication Stream Pre-arrival communication continues the conversation that was started with the CSP when the Guest first called to book or shop for their Walt Disney World® Resort vacation. The goal is to sustain the relationship with the Guest. Everything captured (or not captured) in Passport has a direct impact on the magic we intend to create with CRM. Each of the CSPs that talk to Guests make a difference, determines messaging, and creates relationship magic. PLEASE NOTE: It is important to collect birth dates. If the birth date or age at travel is not entered for a child, that child may receive Guest mailings. Parents may not appreciate their child receiving solicitations. To learn more about pre-arrival communications follow this Hub path: DRC tab > Guest Topics > Confirmations and Documents > Automatic Mailings > Pre-Arrival Communication Read about the stream of communications sent to the Guest from the day after they shopped for a Walt Disney World® vacation to their arrival. If you would like to review the collateral images of many of the items sent, follow this path in OneSource: One Source - More tab - Locator and Index Pages > Additional Locators > Images and Files - by usage type - email/letter

Disability Awareness for DRC People First Language

Proper phrasing or wording is an important element when assisting our Guests with disabilities. The basic thing to remember is "people first language." If you put the person before the disability, you will be using correct phrasing. For example: Guests with Mobility Disabilities: Guests using wheelchairs Guests using canes, crutches, etc. Guests with Visual Disabilities: Guests who are blind Guests with low vision Guests with Hearing Disabilities: Guests who are deaf Guests who are hard of hearing Guests with Other Types of Disabilities: Guests with non-apparent disabilities Guests who are Autistic Guests with learning disabilities The Guide for Guests with Disabilities provides a detailed overview of services and facilities available for Guests with disabilities and is available at Guest relations locations within all four Theme Parks as well as Guest Service locations at the WALT DISNEY WORLD Resorts. Guests can also request a copy to be sent to their home by calling (407) WDISNEY.

Puerto Rico Addresses

Puerto Rico Addresses: To validate an address in Puerto Rico, pick "USA" for the Country field and "PR" for the State/Prov. field. Puerto Rican addresses may include an urbanization name that should be entered in the first row of the Address field. An urbanization name is similar to a U.S. "vanity" city.

a la carte

Qualifying Questions Scenarios The a la carte application is designed to provide greater operational excellence and optimize your time when booking reservations for dining, dinner shows, Cirque du Soleil, recreation and child bookings. Resorts CSPs will only book Cirque du Soliel What does "a la carte" stand for? "a la carte" is a computer AppLicAtion for Celebrations, Activities, Recreation, Tables, and Events Note: Remember, the term a la carte is used in this web-based course to refer to the application, not to a way of ordering food at a restaurant.

Asking Qualifying Questions

Qualifying Questions Scenarios To guide you for the proper timing used to ask Guest questions, shown below are typical Qualifying Questions Scenarios. Scenario 1: At the beginning of the call, when the Guest tells you his/her name, you can ask, "May I call you by your first name?" If the Guest says "Yes." Respond, "Thank you, Guest's Name." Scenario 2: If the Guest is using a Credit Card, ask the Guest, "Guest Name, is the Credit Card in your name?"

Quality Assessment and Metrics

Quality Assessment Overview What is a Quality Assessment? A quality assessment is an assessment of an individual CSP call completed by a performance facilitator. Calls are selected at random for the assessment completion. Performance facilitators then complete a form to score the areas of the call that Arise and Disney have found to be important to communications with Guests. Why should I focus on the Quality Assessment benchmarks? Quality assessment benchmarks are carefully determined by Disney and Arise to measure your ability to be successful in servicing Disney Resorts. The benchmarks could also be thought of as a checklist of goals you should meet on every call. If you are able to check off each item, you are much more likely to provide an excellent Guest experience. Additionally, you will score higher on your quality assessments. Doing so will help you reach higher Star levels (we will talk about this later) and quality for the perks involved in reaching those levels.

Modifying and Canceling Air Tips from the DRC Air Help Department

Remember that the Air Help team is there to assist you with any air‐related procedures. If you feel you need their assistance, reach out to the Chat PF and they will assist you and direct you to contact Air Help if needed. It is always better for your Guest, and you, if you contact Air Help with any questions or concerns you are unsure of or need their assistance to complete. All Currently Booked Air Reservations will require Air Help assistance to Modify or Cancel. Alert the PF in Chat if you need to complete a Modification or Cancellation and they will direct you to Air Help.

International Guests

Required Travel Documentation for International Travelers All persons (including U.S. citizens) traveling by air between the United States and these countries are required to present a valid passport, Air NEXUS card, U.S. Coast Guard Merchant Mariner Document, or Alien Registration Card: Canada, Mexico, Central America, South America , The Caribbean (includes 17 nations), Bermuda This policy does not apply to U.S. citizens traveling to or returning directly from a U.S. territory. U.S. territories include: Guam, Puerto Rico, U.S. Virgin Islands, American Samoa , Swains Island, The Commonwealth of the Northern Mariana Islands When speaking with Guests who will be visiting from Canada or Mexico, ensure that they possess a valid passport, especially if they are traveling by air.

Notations

Reservation Notations: There are three different areas to enter notations on a reservation; the nature of the notation will determine which area it will go in. Internal Notes (USE ABBREVIATIONS SHEETS) Strictly for our use by us while servicing DRC and for DRC employees Use professional language and limit notes to the facts Anything recorded in these fields can be used in a court of law Coded Comments Only pertain to Walt Disney World® resort reservations and are not entered on non‐Walt Disney World® hotel reservations Selected from drop‐down menus in the reservation component wrap‐up screens Remarks Be brief, and abbreviate where possible Entered as free‐form text in the reservation component wrap‐up screens Follow this HUB path to learn more: DRC tab > Systems Assistant > SBC Assistant > Booking Process and Screens > Reservation Screen > Internal Notes, Remarks and Comments

Modifying & Canceling Reservations

Reservation Number Locate by reservation number When a Guest has an existing reservation, always ask the Guest for the reservation number first. Searching by the reservation number is more efficient and is the preferred search method. Method 1 When searching via the Guest Profile begin at the Passport home screen: Enter the appropriate search information to retrieve a Guest profile. Click Find or press the [Enter] key. Click to select the appropriate Guest from the Results set (if necessary). Click Guest Profile. Click the Reservations tab to display the Reservations List view. NOTE: If you search by last name and zip code, phone number, etc. the display will show all of the reservation records that match the search criteria you entered. The green queue on the screen is an indicator that you are looking at search results and you should validate your selection before proceeding. Method 2 When searching via the reservation number: Click Find Guest to display the drop-down. Select "Reservation" from the drop-down menu. Enter the Guest's existing reservation or shop number. Click Find. This will open the primary Guest's file with the Reservation Details displayed.

Annual WDW Packages

Reservations The resorts that we book are marketed in two different ways: 1. Package reservations Packages typically include accommodations, some type of admission tickets to Disney theme parks and attractions, and Disney Dining. Other components may also be added, such as insurance, air, ground transportation, car rental, etc. Package reservations all include additional components such as spa discounts, souvenir luggage tags, miniature golf admission and more. Provide Guests with the convenience of "one‐stop shopping." 2. room-only reservations All room only reservations, referred to as "Resort Marketing Offers" or "RMOs," are considered RMOs, regardless if they are discounted offers or not. These reservations do not include the options to add features or components with the exception of Air and Memory Maker.

Extras

Resort Maps: This section allows you to select a specific resort hotel maps for review. In addition to viewing the resort map, you can also access the recreation calendar for the current month. Extras: The Extras section allows you to access some of the most frequently used tools and resources, including: All Advisories Baggage Fee Grid Ticket Calculator IHD Transfer Help Toon Finders Attraction Heights

Booking Cirque du Soleil The Offers List

Review the Reservation Payment/Balance section. Review the Reservation Payment/Balance section if the Guest is Paying in Full with a Credit Card. If you are processing a WDTC Add-On, we will not be charging the Guest in ALC the payment will be processed in SBC. We will select Voucher for the payment method on the next screen. For all WDTC Add-On and PKG/PLAN/VCHR Shipping Options, we will be using Voucher for Payment Method and advising the Guest the Voucher is required at Will Call to pick up the tickets. To process a payment in full on a single credit card, click on the [Add Payment] button to display the payment details window. The Offers List The Offers List The Guest's name will pre-populate in the Cardholder Name field. The Payment Method will default to "Credit Card". Click on the arrow to select "Voucher." The "Amount to be Charged" field will default to the full amount due. For Voucher Payments Complete the following steps: Select Voucher. Check the "Use Primary Address as Billing Address" and "Use Billing Address as Shipping Address" (The Guest will not be billed and the tickets will not be shipped). Click [Process Payment]. For Credit Card Payments Complete the following steps: Select the appropriate card type. Enter the Guest's card number. Enter the Expiration date. Ask the Guest to confirm their billing address. Click [Process Payment]. If all the items in the Shopping Cart have been processed, the Summary tab will be displayed. Recap the Guest's booking, including Policy & Spiel that may be required. When the processing is complete the screen will indicate: "Successfully added payment. Authorization Code:" (N/A or a number will be displayed). Buttons for [Print Receipt] and [Close] will now be active. Note: Do NOT click on the [Print Receipt] button. Click the [Close] button.

Room-Only Bookings Cancel a Room-only Reservation - Scenario

Review the Scenario below and the attached document for instructions on How to Cancel Room-only / Discount Room-Only outside 5 Days. During your next Web session, be prepared for a demo walking you through these steps. Below is an example of How to Cancel Room-only / Discount Room-Only outside 5 Days package using the Guest scenario below. Guest Scenario: The Guest has called back to cancel their reservation. The agent has gone through the cancellation recovery process, but the Guest has had to change their plans due to an unexpected family illness. Review the Summary Document on How to Cancel Room-only / Discount Room-Only outside 5 Days. Download the document here: ​How to Cancel Room-only Reservation (PDF) Note: This document is also available for download on the Course References page.

MYW Package (Magic your way package)

Review the following fields on the MYW Package Overview page: Package Long Name Minimum Night Count / Maximum Night Count Package Code Review information at the following links in the left navigation panel: Facilities (eligible resorts) Components Events and Products Add‐Ons/Alternatives RMO Rules (below gray line) Policies & Procedures Review the information under the Magic Your Way Package Components link: Components for the package Review information under the Magic Your Way Package Procedures & Policies link: WDTC Booking Guidelines Quoting WDTC Packages ‐ review all information, including exceptions Booking Schedule Land WDTC Modification Guidelines Briefly touch upon these - they will be reviewed in detail later when modifying packages WDTC Cancellation Guidelines Same as above

Room-Only Bookings Book Discounted Room-Only Outside 5 Days - Scenario

Review the scenario below and the attached document for instructions on How to Book Discounted Room-Only Outside 5 Days. During your next Web session, be prepared for a demo walking you through these steps. Below is an example of How to Book Discounted Room-Only Outside 5 Days package using the party information below. Scenario Party Information: Arrival: 5+ days out Nights: 1 Party: 2 adults; 3 children ages 12, 6 and 1 Resort: Walt Disney World® value resort Affiliation: Passholder Vacation interests: babysitting services, character dining, shopping Sales Tip: Remember that tickets should be offered on every call. Even when you know that a Guest is a Seasonal or Annual Passholder, others in the party may need tickets. "Mrs. Guest is everyone in your party a [Seasonal/Annual] Passholder, or will you need theme park admission for others?" Review the Summary Document on how to Book Discounted Room-Only Outside 5 Days. Download the document here: Book Discounted Room-Only Outside 5 Days (PDF) Note: This document is also available for download on the Course References page.

Book Non-Routine Reservations

Review the scenario below and the attached document for instructions on How to Book Non-Routine Reservations. Scenario: Party Information: Tag: 5560/5559 Party: 2 adults; 2 children, ages 12 and 1 Arrival date: more than 45 days out Nights: 4 Resort: Value Package: Meals Ground Transportation: Mr. Guest will already be in town for a business trip but the children and Mrs. will need DME from the Airport, but all Guests will need return DME Vacation Interests: babysitting service, nightlife Additional Information: They would like a crib in the room Review the Summary Document on How to Book Non-Routine Reservations. Note: This document is also available for download on the Course References page.

SBC - Room & Ticket Bundle Bookings Reservation with Key to the World Tickets - Scenario

Review the scenario below and the attached document for instructions on How to Book a Discount Room-only Reservation with Room and Ticket Bundle. During your next Web session, be prepared for a demo walking you through these steps. Below is an example of How to Book a Discount Room-only Reservation with Room and Ticket Bundle reservation based on the party information below. Scenario Party Information: Discount offer (or code): _____ Resort: Walt Disney World® moderate Arrival: 5+ days out Nights: 2 Party: 2 adults; 1 child, age 9 Interests: golf, dinner shows, theme park dining Tickets: The Guests would like a 2‐day Magic Your Way Ticket for each adult and a 3‐day Magic Your Way Ticket with the Park Hopper® Option for the child They already have two adult 1‐day Park Hopper® tickets from a previous visit Follow Hub path to learn how to Book a Discount Room-only Reservation with Room and Ticket Bundle. The Hub path: DRC tab > Systems Assistant > SBC Assistant > Components > Tickets > Key to the World > Booking Keys to the World (KTTW) Tickets

Convert Disney Resort Room-Only to Disney Resort Package - Scenario

Review the scenario below and the attached document for instructions on How to Convert Disney Resort Room-Only to Disney Resort Package. During your next Web session, be prepared for a demo walking you through these steps. Below is an example of How to Convert Disney Resort Room-Only to Disney Resort Package or Convert a Walt Disney World® Resort room-only reservation to a Walt Disney World® Resort package reservation based on the party information below. Scenario Party Information: The Guest with the existing room‐only reservation just modified to a deluxe resort called to add another night, along with meals and theme park admission for the length of the stay. What process should be used to convert this two‐night room‐only reservation to a three‐night package reservation? Will the deposit automatically transfer from the original reservation to the new reservation? Review the Summary Document on how to Convert Disney Resort Room-Only to Disney Resort Package. Download the document here: Room Only to Package Conversion Note: This document is also available for download on the Course References page.

SBC - Room & Ticket Bundle Bookings Modifying Room & Ticket Bundle - Scenario

Review the scenario below and the attached document for instructions on How to Modify a Reservation Booked with Key to the World Tickets. During your next Web session, be prepared for a demo walking you through these steps. Below is an example of How to Modify a Room & Ticket Bundle. Scenario Party Information: Modify the following scenario to include the tickets for the two adults to include the Park Hopper® Option: Discount offer (or code): _____ Resort: Walt Disney World® moderate Arrival: 5+ days out Nights: 2 Party: 2 adults; 1 child, age 9 Interests: golf, dinner shows, theme park dining Tickets: The Guests would like a 2‐day Magic Your Way Ticket for each adult and a 3‐day Magic Your Way Ticket with the Park Hopper® Option for the child They already have two adult 1‐day Park Hopper® tickets from a previous visit Follow Hub path to complete this scenario on how to Modify a Room & Ticket Bundle The Hub path: DRC Tab > Systems Assistant > SBC Assistant > Components > Tickets > Modifying an Existing Key To the World (KTTW)

Book Package with Ground Transportation Outside 45 Day Book a Walt Disney World® package with rental car-Same dates & Location

Sales Clue What add‐ons might be appropriate to offer this family? "Mrs. Guest, would you be interested in staying at a beach resort while you're in Tampa? For your convenience, we could include this in your package total. Would you like to hear about these resorts? Car rental is always an option. We should make every Guest staying off property aware that the hotel may offer theme park transportation only twice a day. Always offer and explain the benefits of a rental car to Guests who might want more hours in the parks or who want to come and go as they please. This can be a much‐appreciated "win" for the Guest. On the SBC Travel Plan screen: Complete all necessary fields. Select the Guests traveling from the party summary. Click Continue. On the Discovery screen: Click to select the Car checkbox in the Travel Checklist section. Make the appropriate selections in the Tickets section. Scroll down and expand the Non WDW Resorts section. Select "Good Neighbor Standard" from the Good Neighbor International Dr. scroll box. Open on the Vacation Interests screen. On the Vacation Interests screen: Select the appropriate travel party and interests. Click the Continue Reservation button. On the Discovery screen: Click Continue. On the Offers screen: Uncheck the Include Insurance checkbox. This Guest has declined all insurance. Expand whichever offer is appropriate for the party size and make any necessary selections in the Items Included column. Click the Freeze button for offer 1. Click the Car hyperlink in the navigation panel. On the Car Requirements and Preferences screen: Verify that the dates have defaulted to the area arrival and departure dates. Select a different pickup location (Orlando International Airport) and drop‐off location (Tampa). Select a pickup date and drop‐off date two days later than the departure date. Enter a pickup time and drop‐off time more than two hours later. Click Continue. On the "Do you wish to continue?" pop‐up message: Click Yes. This pop up will appear when the start and end dates do not match the area dates. On the "Please verify your dates" pop‐up message: Click OK. This pop up will appear when the rental cannot be more than 24 hours. Back on the Car Requirements and Preferences screen: Change the departure date to one day more. Change the pickup time to match the drop‐off time. Click Continue. On the "Do you wish to continue?" pop‐up message: Click Yes On the Car Availability screen: Enter "1" in the Quantity field for the luxury car. Click Continue. On the Car Option Selection screen: Click Continue. On the Car Details screen: Click Select. On the Offers screen: Click the Total button. On the Already Selected screen: Quote the total price of all components. Click OK button.

Book Package with Ground Transportation Outside 45 Day Book a Disney Springs Resort Area Hotel package with shuttle transfers

Sales Tip While many Guests may choose to use Mears for airport transportation, how might their experience be more magical if we upgraded them to a town car or limousine? What are the benefits of a town car or limousine? Suggested Word Choice: "Although Mears Transportation is the choice of some Guests, many prefer a direct route to and from the airport, with no stops in between. We offer both town cars and limousines for this purpose. Would that be something that interests you?" On the Transfer Requirements and Preferences screen: Select WDW/HPH Transfers from the Package Description drop‐down menu. Shuttle transfers can only be added to a WDTC package reservation. Guests with room‐only reservations should be referred directly to Mears. Click Continue. On the Transfer Option Selection screen: Click the Mears Transfer Fr Airport and Mears Transfer To Airport checkboxes. Click Continue. On the Transfer Detail screen: Click the Select button. On the Offers screen: Click the Total button for offer 1. On the Already Selected screen: Review the total price of all components. Click OK.

Ticket Media

Sales Tip Even if a Guest is just calling to ask for the time of the parade, your response should be: "The parade is at 3:00 p.m. Do you already have your admission tickets in order to view the parade?" The following spiel can be used to handle objections from a Guest who was offered tickets or a package and has stated that they will ʺbuy at the gate:" ʺMrs. Guest, because ticket prices can increase at the gate, purchasing your package (or Magic Your Way tickets) with us today will save you time and ensure that your ticket price will not change in the event of any gate price increases. This is just one way that we can thank you for being a valued guest of the Walt Disney World® Resort.ʺ The most important thing is to listen to the Guest during discovery and help them realize that purchasing their tickets in advance can save them the time and delay of standing in line at the parks.

Sales Tips

Sales Tips Based on Travel Plan Screen Information When asking fact‐finding questions regarding arrival and departure dates, ask whether the Guest will be spending additional time in Florida. Party summary information can be used as a reminder for possible Walt Disney World® products and services that might interest the Guest to offer later on in the call. Information regarding the ages of the children can be used to help form discovery questions later.

Book Package & Non-Plan Night

Scenario Review the scenario below and the attached document for instructions on how to book a Combination Reservation with a package and a non-plan night. During your next live session, be prepared for a demo walking you through these steps. Below is an example of how to book a Combination Reservation with a package and a non-plan night based on the party information below. Scenario Party Information: Arrival: 45+ days out Party: 2 adults Total nights in the area: 5 Package: Magic Your Way Premium Package 4 nights on a package; 1 non‐plan night at the end The Guests are arriving late‐night on the first night and flying out very early on the morning they check out, so they only want four days of meals Tickets: 4 days, Park Hopper® and Water Park Fun & More options Insurance: yes Air: the Guests have already booked their air Ground Transportation: Disney's Magical Express Interests: resort dining, special events Download Instructions here.

Honeymoon Registration Spiels

Scenarios Scenario #1 Guests booking a reservation don't know about the Disney Honeymoon Registry website: "Have you heard of the Online Disney Honeymoon Registry? Our registry allows you to create a "wish list" of Disney products and services, such as dining, spa treatments, accommodations, tickets, merchandise, and nighttime entertainment. When you share the registry with your family and friends, they can contribute to your honeymoon memories at Disney. Please visit www.disneyhoneymoonregistry.com for more information." Scenario #2 Guests booking a reservation already know about the website but do not use it: "We know that while on your honeymoon you'll want to make as many memories as possible to take home. With the Disney Honeymoon Registry, extras such as upgrades that would incur an additional cost can be placed on a future "wish list." Just like registering with department stores, you can register with Disney Online at www.disneyhoneymoonregistry.com so that your friends and family can give you that spa treatment...a very special dining experience...or even collectible souvenirs that will help you relive the memories forever." Scenario #3 Guests booking a reservation who already know about and use the website: "Thank you for registering with our Disney Honeymoon Registry. Now that you are registered and have selected your favorite experiences, remember to send the link to family and friends so that they can contribute to your magical honeymoon."

Query Results

Searching for Guest Profiles You will always get a result, either names or "no results found." If the search was unsuccessful, you will receive the following message: "No Results Found." It is very important to query a second time to be sure the Guest's profile is truly not in Passport before building a new one. You are required to search twice for each Guest with two (2) different search methods. Most Common Methods: Last Name and Postal Code, Last Name and Phone Number. Tip: If the Guest indicates they have booked with Disney in the past inquire if they have moved since the last visit (Postal Code may have changed due to a move) or if they may have used an alternate phone number (Cell, Home, Work, etc.) Click the "Clear" button to clear the fields and then perform the search again. It is extremely important to verify the spelling of the Guest's name. If the Last Name is a common name, such as "Smith," enter the telephone number without hyphens, parentheses or spaces, to narrow the search. If the Guest Profile is found but the record is incomplete, such as it is missing the phone number, and the Guest does not have an existing reservation, confirm two of three points of data listed below: Last Name Address (street address and zip code, not necessary to verify city and state) Phone Number If the Guest Profile does not exist, create a Profile and complete the appropriate fields. All Guest names must be spelled back, either by the CSP, for accuracy. Follow this path in the Hub to learn more: DRC Tab > System Assistant > Passport.

Travel Party

Select Travel Party(ies) Click the "house" icon and select the appropriate Guest address indicator, commonly Address 1. Passport will update the Guest List panel to display Guests living at the same address as the anchor, or primary, Guest. There are several ways to select and add Guests to the Travel Party panel: Click the "plus sign" icon next to a listed Guest residing at the same address. This immediately adds this Guest to the Travel Party panel. If you make a selection in error it is easy to reverse this step and remove them from the Travel Party panel. Click on the name just added to the Travel Party panel. Two additional buttons are displayed next to the name in the Travel Party panel. By hovering your mouse over them you will see they are identified as Edit Guest and Remove Guest. Click the Remove Guest icon. This will remove the Guest just added from the travel party and return the Guest to a selectable state in the Guest List panel. Another way to add the Guest to the travel party is to simply drag the Guest listing from the Guest List panel to the Travel Party panel. Click and drag the "plus sign" icon of the same Guest to the bottom of the Travel Party list. The party summary at the top of the Discovery screen is dynamically updated to match the selection in the Travel Party panel. To include a Guest in the travel party who does not live at the same address as the Guests already selected: Click the Search to Add Guest List button located in the lower left corner of the display. The Search to Add Guest List panel is displayed. Complete the appropriate fields to search for the additional Guest. Click Find. Click to highlight the appropriate Guest displayed in the Results listing. Click Select to add the Guest to the Guest List panel. This Guest will be displayed in "Guest List B," indicating that they reside at a different address. Other letters may appear if additional Guests are added that use other new residence addresses. Click the "plus sign" icon to add the Guest to the travel party. You may review the Guest lists from each different address selected by clicking the A or B tab next to the Guest's name in the travel party listing. This can be very handy when building a travel party that includes those living at several different addresses. You only need to search for one Guest at the second address. You can then use the "house" icon to display all of the Guests living at that alternate address, making it easy to select Guests from two residence locations using only two searches in Passport. If your Travel Party screen displays the Guests you have selected and a box to add an additional Guest, click the "X" close indicator on the right end of the additional Guest field displayed with a dashed line around it. To see the "X" indicator, just hover your mouse over the field and the icons for editing or deleting will appear. This single click is much faster than re-typing the number at the top. Click the "X" to remove the additional adult Guest field. The Travel Party summary at the top should now indicate the correct combination of adults and children.

Ticket Media

Selling Tickets to Guests Prior to Arrival Keeping Disney parks full is a key source of revenue for the Disney company and is as important as filling our resorts! Each Guest who is calling to shop or book rooms should have the opportunity to purchase theme park tickets in advance through packages or as standalone hard tickets. Tickets in some form (packages or standalone tickets) should be offered to every Guest. Benefits of Selling Tickets Prior to Arrival: For the Guest: Select pre‐arrival tickets offer outstanding convenience. For you, the CSP: This is a great opportunity to increase your GSM (Guest Satisfaction Measurement) through ticket sales and potentially through additional night stays or additional package components by exceeding Guest Expectations. For the Walt Disney World® Resort: Selling pre‐arrival tickets can make Guests more excited about their trip and prevent some cancellations. If we use this opportunity, we will fill our parks and our resorts and increase our revenue, which ultimately benefits you, DRC, and the company.

SBC - Room & Ticket Bundle Bookings Canceling Room & Ticket Bundle

The Hub path: DRC tab > Systems Assistant > SBC Assistant > Components > Tickets > Key to the World > Canceling a Key to the World (KTTW) Component Cancellation Note: For more information, review the notes available at this link and the steps for canceling the Ticket Bundle. If the travel party changes, cancel the existing Ticket Bundle component for the Guest before deleting them from the reservation.

CRM Communications: Shop & Book

Shop The Hub path: DRC Tab > Guest Topics > Confirmations and Documents > Automatic Mailings > Pre‐Arrival Communications Overview: DRC Cast Members and Arise CSPs "Create Relationship Magic" for Disney Guests by collecting and updating key household information in Passport and SBC. The relationship that began with the Guest will continue as a result of this information. Helps us "know" DIsney Guests better, match their desires and customize their vacation Helps the next agent who works with the Guest know them better Helps us sell more easily Information collected enables the Guest to receive customized, relevant messages through various CRM communications: Capturing a shopped travel plan for a resort room will insure that the Guest will receive the shopper e‐mail. That's why it's important to capture an accurate e‐mail address from every Guest possible. Welcome letter: There are over 1,900 versions of the welcome letter; thus, a welcome letter for a first‐time Guest looks very different from a letter sent to a Worldphile Guest. Resort mailer E‐mail planning tips and reminders

a la carte Home Page Sub-tabs: Overview - Shopping Cart & Payment/summary

Shopping Cart: The a la carte application easily supports making multiple bookings for the Guest in a single session. (Big Win!) The a la carte Shopping Cart has many similarities to electronic shopping carts you may have experienced on the Internet. It also differs in some significant ways which we will discuss later. The shopping cart will hold all of the Guest's requested reservations until you are ready to conclude the call, collect payment if needed (such as for pre-paid reservations), and finalize the bookings for the Guest. Offers held in the Shopping Cart are protected, meaning that the seats (inventory) are being held temporarily (frozen - this withdraws the seats or offered booking from the available inventory until the final booking step is completed, or the items are removed from the shopping cart, thus releasing the inventory to make it available for others again. Click to the next screen to go the the last sub-tab definition. Payment: Our Cirque du Soleil Bookings created in a la carte will use Payment Methods Voucher or Credit Card. These are the only Forms of Payment accepted for Cirque du Soleil and only one (1) Credit Card may be used for Full Payment. When booking a WDTC Package Add-On. You will Use Voucher for the Payment Method. You will book the tickets by selecting Date, Time, Seats in a la carte then use this information with the Confirmation Number to add Remarks to your Resort Reservation. We will discuss booking Stand Alone Cirque du Soleil tickets in the next Lesson. Each booking will be processed as a separate line item, so that the Guest will have an accurate record of their transactions by reservation. (The image below is a portion of the payment screen.) Summary: Finally the Summary sub-tab will display each booking processed for the Guest, including each individual and unique reservation number. The Summary sub-tab will also display individual booking details and costs, if pre-payment was required. Note: A Policy & Spiel button will display on the Offers, Shopping Cart, and Summary sub-tab that will provide the required Guest Advisories for each specific location.

Special Reservations Surprise

Surprise Reservations: Guests who call to request "surprise" reservations for someone else should be advised to contact a travel agency. There is currently no way to book a "surprise" reservation without a confirmation being mailed to the traveling Guest's home address.

Etiquette

Telephone Do's and Don'ts Do: Smile Project the proper tone Give the Guest your undivided attention Use the Guest's name Thank the Guest Don't: Chew gum, eat, or drink Talk to others in the room Do other work Put Guests on hold (unless necessary) Ask the Guest to call back

Booking Cirque du Soleil The Offers List

The "Held" offer shown will be the best available tickets for the Guest in the best available section of the theater based upon their discovery requirements. Other items displayed will be Shipping Methods: WDTC Add On: Used for Package Add-Ons, Premium or Platinum Plan or Cirque du Soleil Gift Certificates - These tickets will be picked up at Will Call with the Voucher/Gift Certificate. WDTC Package Add-On tickets will be delivered to the Guests Resort Will Call: Used for Guests paying in full for Show Dates within 30 Days. Not an available option for Bookings more than 30 days out PKG/PLAN/VCHR: Used for Guests who have purchased pre-paid vouchers from Outside Companies or Travel Agents (often it is the Sales Agent calling to book). These Tickets must be picked up at Will Call Express (Guest) 2-3Days: Used for Guests paying in full on a Credit Card and request tickets be shipped within 3 days OR the show date is outside 30 days from booking date Standard Shipping(Guest) 7-14Days: Used for Guests paying in full on a Credit Card and request tickets be shipped within 14 days OR the show date is outside 30 days from booking date Express Shipping (Travel Agent) 5-7 Days: Used for Travel Agent bookings Only when the tickets are paid in full and the Travel Agent would like to have then shipped to them and not the Guest (NOTE: The Shipping Address will be required on the Payment Screen) International (Guest) 7-14 Days: Used for International Guests with Show Dates 30 or more days from booking date Before proceeding to the Shopping Cart, you will need to also freeze an appropriate offer for shipment to the Guest. The offer detail will include the specific seats reserved for the Guest. See the following for an explanation of codes: Sc:### indicates the section of the theater RW:## indicates the row ST:## indicates the seat If the tickets are to be mailed to a travel agent (or third party), type "ATTN:" and the travel agent's name in the first address line. (The Guest's name will be automatically filled it, so you will have to change this.) The Offers List

Adding Celebrations

The Concept With so much magic in store, the hardest thing for your Guest to decide is, "What will you Celebrate?" Our Guests can give their special occasions a personal touch! They can consider making magical memories with activities like a tour or cruise, world-class golfing, spa pampering or an encounter with your favorite Disney Characters. Distinctive dining experiences, specially decorated Resort rooms and decadent custom cakes are just a few of the many ways to make a celebration unforgettable. What is the best way to create Memories??? By Celebrating something special at Walt Disney World! Time passes quickly, children grow up too fast, and life's special moments are worth celebrating in a big way. Disney can help Guests seize the moment now and turn the times of their lives into memories that will live forever in their hearts. Guests should gather with family and friends to celebrate birthdays, anniversaries, graduations, or any of life's personal triumphs, at "the happiest places on earth" - Disney parks. Nothing compares to the feeling of celebrating with loved ones at the place where dreams come true. This is how the BEST MEMORIES are made.

Querying in Passport

The Find Guest Panel The Find Guest panel is where most Guest interactions will begin, such as searching for Guest information and validating with the Guest that you are viewing the correct information. If the application has not received and automatically populated the caller's information you will need to locate the Guest's record in Passport manually or create a new record. At Disney contact centers you must search at least two times for an existing Guest record before creating a new one. This helps us avoid accidental duplication of Guest information in Passport. The most common method of looking for a Guest's record in Passport is to search for them by name and postal code; however, there are a number of ways to search for specific Guest records.

Room-Only Bookings Unique Offer Code (UOC) Offers

The Guest's UOC may be entered in the Unique Offer Code search box in Passport to go directly to the offer. CMR uses an 8 digit alpha-numeric Unique Offer Code. The first 3 letters will change with each new CMR Unique Offer Code offer. You will be advised of the first three letters prior to each new offer launch. When entering the Unique Offer Code in Passport, please use capital letters. Currently the system does not return with lowercase letters. Example: Type in CCFP234Z, not ccfp234z. The Hub path: DRC Tab > Current Offers > CRM Unique Offer Code (UOC) Resort Offers > Click a Listed Offer Refer to the following: Minimum / Maximum Night Counts Validity Dates Resort / Room Exclusions Package Upsells Procedures and Policies > UOC Offer Eligibility and Validation > Click a Listed Offer Refer to the following: Eligibility Validation Additional Information Events & Products > Package Alternatives (Bottom of the page) Alternative up‐sell offers and packages for Guests eligible for this room‐only UOC offer will be listed here. Multiple UOC Offers for the Same Guest: Due to the number of marketing efforts that may be taking place at any given time, multiple UOC offers may occasionally be made to the same Guest. It is important to validate and verify the UOC offer with the Guest to ensure the accuracy of information.

Florida Resident Tickets

The Hub path: OneSource > Tickets > Florida Resident Description: Click on the Description links under "1 Day," "3 Day," and "4 Day." Review the information given. Procedures & Policies: Cast Member procedures > Advise Guest Exchange Certificate will be mailed Annual Passes Refer to the following for information: Disney Annual Pass Pricing One Source > Tickets > Theme Parks > Annual Passes > (Select correct pass type) Florida Resident Annual Pass Pricing One Source > Tickets > Florida Resident > Annual Passes > (Select correct pass type)

Keyboard Shortcuts

The Hub path: DRC tab > Systems Assistant > SBC Assistant > Other Information > SBC General Information > Keyboard Macros (Shortcuts) Use this path to review Keyboard shortcuts.

Room-Only Bookings Florida Resident Offers

The Hub path: DRC Tab > Current Offers > FL Resident Resort Offers > Click a Listed Offer Refer to the following: Minimum / Maximum Night Counts Validity Dates Procedures & Policies > Florida Resident Package Eligibility and Validation > Click a Listed Offer Refer to the following: Eligibility and Validation

Special Reservations Group Camping Reservations

The Hub path: DRC tab > Guest Topics > Special Reservations > Special Area Reservations > Group Camping Group Camping reservation calls will be connected to the Group Camping Department. The extension to connect to can be found in the Phonebook.

SBC - Room & Ticket Bundle Bookings Reservation with Key to the World Tickets

The Hub path: DRC tab > Systems Assistant > SBC Assistant > Components > Tickets > Key to the World > Booking Keys to the World (KTTW) Tickets Note: Review each bullet point under the Booking Notes heading. The booking procedures for booking Room & Ticket Bundle are available here in the DRC tab for the participants' future reference.

SBC - Room & Ticket Bundle Bookings Modifying Room & Ticket Bundle

The Hub path: DRC tab > Systems Assistant > SBC Assistant > Components > Tickets > Key to the World > Modifying an Existing Key to the World (KTTW) For more information review information under the Note and Guest advisories and fees heading. The booking procedures for modifying Room & Ticket Bundle are available in the DRC tab for future reference. Additional Ticket Bundle Modification Notes: If only the ticket component is to be changed (add/delete tickets for Guests, change number of days on tickets, etc.), use the Edit hyperlink. Tickets are associated to each Guest. If the travel party changes, you must cancel the original ticket and rebook. If a Guest is being removed from the travel party, cancel their ticket before removing them from the travel party. If changing a ticket prior to clicking Confirm All, you must cancel the ticket and re‐add it to the component. Tickets cannot be modified until after the Guest names have been assigned to each ticket on the wrap‐up screen.

Special Reservations Suites

The Hub path: DRC tab > Systems Assistants > SBC Assistant > Components > Accommodations > Suites Note: Refer to the booking procedures on this page. The Hub path: One Source > Resorts > Select Resort > Room Types For more information, refer to a sample suite in OneSource (feel free to review the one above or any suite of your choice): Floor plan thumb‐nail Overview link Amenities link

Room-Only Bookings Cancel Room-only / Discount Room-Only outside 5 Days

The Hub path: Guest Tab > Packages > [Year] > Room Only Offers > Select an Offer > Select Procedures and Policies ​For cancellation policies, refer to the following links: WDW Annual Room Only > Disney Room Only Cancellation Guidelines Dolphin Annual Room Only > Swan Dolphin Cancellation Guidelines Best Western LBV Annual Room Only > DSRAH Room Only Cancellation Guidelines

Room-Only Bookings Walt Disney World Dolphin (or Swan) Hotel Room-Only Policies

The Hub path: One Source > Packages > Year > Room Only Offers > Swan/Dolphin ​The following information is available on the Overview page: Minimum Night Count Maximum Night Count ​For the Swan Dolphin Room Only Booking Guidelines, select the hyperlink: To review all information at both links in the Booking Guidelines column on the grid. ​For the Credit Card Rules (Additional Policies to Review column): Refer to the information under the Description heading. The Hub path: ​One Source > Packages > Year > Room Only Offers > Swan/Dolphin > Swan/Dolphin Booking Guidelines Note: For the Description of the policy, note that the resort service fee must be spieled when booking a room‐only reservation for either of these resorts.

Room-Only Bookings Walt Disney World® Resort Cast Member Room-only Policies

The Hub path: One Source > Packages > [Year] > Room Only Offers > Cast > Select Cast or Other Guest Bedroom Offer The following information is available on the Overview page: Minimum Night Count Maximum Night Count Select the Procedures and Policies section and to review: The Cast Member Package Eligibility and Validation policy Click here for Cast Member Booking Guidelines

Guidebook for Guests with Disabilities

The Hub path: One Source > Services > Guests with Disability Services > Overview Refer to the information on this page. The guidebook is available as a collateral request item in Passport. The Guidebook is available at Disney Resort Concierge Desks as well as Theme Park Guest Relations.

Resources for Information for Guests with Disabilities

The Hub path: One Source > Services > Services for Guests with Disabilities > Overview Note this reference for information about services for our Guests with disabilities. ​​Disability Access Services Card (DAS) Guests will be able to request a Disability Access Service Card at Guest Relations, and they will receive a return time for attractions based on the current wait time. Guests can visit Guest Relations to discuss their individual situation, and we will continue to provide assistance that is responsive to their unique circumstances. Parade routes and some show areas have designated viewing areas for Guests with disabilities. These areas are provided for Guest comfort and are filled on a first-come, first-served basis. Guests should plan to arrive early, as space is limited. Be advised that most areas along our parade routes are accessible to Guests with disabilities. Due to Guest demand, viewing spaces cannot be reserved or guaranteed. Parties larger than six may be asked to separate and reunite afterwards. Guest Relations can provide information on show times and other special events on the day of each visit. ​​DAS Automated Technology DAS Automated Technology allows Cast to electronically authorize DAS for Guests and provide attraction return times through their My Disney Experience account profile, MagicBand or RF-enabled ticket media. Disability Access Service (DAS) Automated Technology Frequently Asked Questions Is the DAS Program changing? No. New technology is being introduced to automate the process. The DAS service will continue to provide the same assistance for Guests whose disability prevents them from waiting in a conventional queue environment. What if I can't remember my return time? If you have a MyMagic+ profile, you can view your return time on your mobile device under your FastPass+ Attractions offerings. You can also stop by any FastPass+ kiosk, Guest Relations, or Attraction location to check an existing return time.

Resort Selling Hierarchy

The Hub path: DRC tab > Sales Resources > Resort Selling Hierarchy If a Guest specifically requests a non‐Disney‐owned resort or hotel, we must book that request if it is available. Do not attempt to coerce the Guest into staying at one of our Walt Disney World® resorts if their request can be fulfilled. However, if the requested property is not available, you may ask discovery questions to determine whether a Walt Disney World® resort will fulfill their needs.

Room-Only Bookings Disney Springs Resort Area Hotels Room-Only Policies

The Hub path: One Source > Packages > Year > Room Only Offers > Disney Springs Area The following information is available on the Overview page: Minimum Night Count Maximum Night Count For Procedures & Policies link: Refer to each item under the Cast Member Procedures heading. For Package Codes - Distribution Channels > DSRAH Room Only Booking Guidelines: Refer to the information at each link in the Booking Guidelines column on the Description grid. Refer to the information at the DSRAH Credit Card Charge Policies link.

Disney's Vero Beach Resort

The Hub path: Resorts > Disney Resorts > Beach Resorts > Disney's Vero Beach Resort Review information at the following links: Images and Files > Florida Beach Resorts Map Review the map and explain that the resort is located between the Atlantic Ocean and the Inter‐coastal Waterway. Vero Beach Map Which navigation panel link would you click to find out if there is a complimentary Disney transfer option available? Directions Is there complimentary air‐conditioned motor coach transportation to Disney's Vero Beach Resort? No (but Guests may assume there is). Non‐Disney shuttle services are available to the airports and Florida attractions.

Disney's Hilton Head Island Resort

The Hub path: Resorts > Disney Resorts >Beach Resorts > Disney's Hilton Head Island Resort Review information at the following links: Images and Files > Hilton Head Island Map Point out where the resort is located in relation to the Beach House. Hilton Head Resort Map Review the overall layout of the resort. Hilton Head Resort Digital Asset #1 A picture of the Hilton Head Beach House. There are no accommodations in the Beach House. Is there complimentary air conditioned motor coach transportation to Disney's Hilton Head Island Resort? No (but Guests may assume there is)

Magic Kingdom Area Resorts

The Magic Kingdom® Park is the place where storybook fantasy comes to life for children of all ages. Guests who want to be close to the Magic Kingdom® Park will find ultra modern architecture and accommodations at Disney's Contemporary Resort or Bay Lake Tower at Disney's Contemporary Resort to the Victorian luxury of Disney's Grand Floridian Resort and Spa and The Villas at Disney's Grand Floridian Resort and Spa. Guests may also select a resort that offers the tranquility at Disney's Polynesian Village, Disney's Wilderness Lodge, The Villas at Disney's Wilderness Lodge, or Disney's Fort Wilderness Cabins or Campground. Disney's Contemporary Resort, Disney's Polynesian Villa and Disney's Grand Floridian Resort and Spa offer direct monorail service from their resort right to the entrance of the Magic Kingdom® Park. All of the Magic Kingdom® Area Resorts offer unique water transportation to the entrance of the Magic Kingdom® Park.

MyMagic+ Resources

The My Magic+ Resources is available in the DRC tab to answer all your MM+ Questions. DRC Tab > Sales Resources > What's New and Coming Soon at the Walt Disney World® Resort > My Magic+ > My Magic+ Each link will help you be able to assist your Guest with challenges they are experiencing while using My Magic+ on My Disney Experience. While we are not "Tech Support," there are many tasks that we are able to direct Guests without transferring them to the Internet Help Desk. Follow the path above to discover all that the MyMagic+ Resources has to offer!

Book: Message Magic

The New Walt Disney World Post Booking Communication Stream is designed to secure commitment and build excitement for the Guest's upcoming Disney trip, help them understand the benefits of My Magic+ and what action to take to ensure they get the most out of their experience. Several emails deliver highly personalized content, reaching Guests with reservations at predetermined strategic times prior to their arrival. Each email message features different key colors. This differentiates each message from the others and helps the Guest realize that this is a new, unique message that they should read. "I'm Going" Email or Direct Mailer: Direct Mailer Timing: Sent if booked 12 days or more from arrival and arrives 5-7 days after booking Email Timing: Sent if booked 70-2 days from arrival and arrives 1 day after booking Sparks excitement of upcoming vacation and recognizes booking/reservation information Encourages dining planning. Provides your reservation details, an introduction to MyMagic+, Resort Hotel and Theme Park overview, and your next steps and important dates to remember "Time to book dining" Email: Timing: Deploys 180 days prior to arrival Description: A reminder that Walt Disney World dine reservations can now be made for your upcoming vacation. Provides an overview of dining options, as well as Disney Dine Plan tips (if purchased). "Learn more about Disney FastPass+" Direct Mailer: Timing: In home 65-62 days prior to arrival Description: Highlights the Disney FASTPASS Service, describes the new and expanded Disney FastPass+ service experience options and provides your personalized date to begin selecting FastPass+ experiences "Memory Maker" Email: Timing: In home 25-23 days prior to arrival Description: An overview of Memory Maker with a prearrival savings message to purchase "Time to select FastPass+" Email: Timing: Deploys 60 days prior to arrival Description: A reminder that you can start selecting your FastPass+ experiences. A valid Walt Disney World Theme Park ticket linked on MyDisneyExperience.com is required "MagicBand Reminder" Email: Timing: Deploys 45 days prior to arrival Description: Reminds Guests to customize their MagicBands and confirm their shipping address "Your Disney Resort Experience" Email: Timing: Deploys 10 days prior to arrival Description: Provides details and answers to questions about your Disney Resort hotel, including Online Check-in and recreation. "Things to know before you go" Email : Timing: Deploys 7 days prior to arrival Description: Provides information about Disney's Magical Express, Theme Park Hours and upcoming Special events. "Things to do before you go" Email: Timing: Deploys 4 days prior to arrival Description: Provides a final checklist of things to remember to do before you depart. Bring and wear your MagicBands, Disney's Magical Express tips, download the My Disney Experience mobile app and the weather forecast for packing "Your Memory Maker purchase" Email: Timing: Deploys the day after arrival Description: Provides Disney PhotoPass tips and hints to enhance and make the most of their Memory Maker purchase

Introduction to Passport

The Passport Application (Product and Services Sales Portal) is an essential tool for creating personal connections with our Guests.

Vacation Dates Section

The Vacation Dates section allows you to search a specific vacation date range and information that will be applicable during a Guest's visit. This includes any applicable refurbishments, promotions, special events, extra magic hours, park hours, and available entertainment (parade and fireworks viewing times). You will also notice that key dates for booking resort reservations and air-inclusive vacation packages have been identified in the section. Enter an arrival date in the From: field. Enter a check-out date in the To: field or enter the number of nights in the Days Out (Requires From Date) field. Click the Search Button. The application will display results for the selected vacation date range in the center viewing pane based on the criteria entered. This includes: Refurbishments Promotions Special Events Park Hours - EMH Park Hours Parades and Fireworks The Promotions table can be filtered even further by selecting an applicable check box (e.g. Disney Visa, Canadian Resident, Unique Offer, Military, FL Resident, Passholder, Cast, and Bounce Back). The application will also display key dates in the upper right-hand corner of the window. This includes dates for when the Guest can begin booking dining reservations, making FastPass+ selections, final payment due dates, and day/Passholder FastPass+ selections.

WDTC Transfers

Use this category of E-Forms to: Arrange for transfers within five days of arrival when it is too late to mail documents for transfers. Arrange for transfers when the Guest has not received the vouchers. (The Guest will then arrange to pick up the vouchers at the Orlando airport upon arrival.)

The Disney Brand

The Walt Disney Company has come a long way from the days of Steamboat Willie in 1928. But it is still true to its core mission of providing quality entertainment for people around the world. This is what they do. And they continue to do it better than anyone else does. Values Make Disney Brands Stand Out Innovation - Follow a strong tradition of innovation. Quality - Strive to follow a high standard of excellence across all product categories. Community - Create positive and inclusive ideas about families while providing entertainment experiences for all generations to share. Storytelling - Every product tells a timeless and engaging story to delight and inspire. Optimism - At The Walt Disney Company, entertainment is about hope, aspiration and positive resolutions. Decency - Honor and respect the trust people place in us. Fun is about laughing at our experiences and ourselves.

Walt Disney World Good Neighbor® Suite Hotels

The Walt Disney World® Good Neighbor Suite Hotels: Offer the highest level of accommodations Similar to our Disney Deluxe Villa Resorts Multiple bedrooms, kitchen facilities and living rooms Offer these first to Guests who request a Good Neighbor Hotel suite accommodation Select a suite resort and briefly review the following links: Procedures & Polices (Cast Member Procedures) Additional Info Benefits Description Events & Products > Products - Rooms (choose a room type and review)

Booking Infant Air Booking Infant Air

The Walt Disney World® Resort is one of the most popular vacation destinations in the world for families with small children, so it is not uncommon for us to book airfare for parties that include infants. The procedure for booking infant air varies based on whether the infant will occupy his/her own seat or be seated in an adult's lap throughout the entire flight. Go to the following path and read the information indicated below. The Hub path: Packages > Air > Air Policies > Procedures & Policies Cast Member Procedures > Air Change/Cancellation Fees, Penalties & Refunds Guest Policies > Air Products: Infants and Children

Deluxe Resorts

The Walt Disney World® deluxe resorts provide the highest level of service and amenities to meet the Guest's every need. The deluxe resorts feature beach access, signature dining, expanded recreation options, spectacular views, and unique transportation options. The Deluxe Resorts are: Disney's Animal Kingdom Lodge Disney's Beach Club Resort Disney's Boardwalk Inn Disney's Contemporary Resort Disney's Grand Floridian Resort & Spa Disney's Polynesian Village Disney's Wilderness Lodge Disney's Yacht Club Resort

Deluxe Villa Resorts

The Walt Disney World® deluxe villa resorts offer Guests a home‐away‐from‐home. Villa accommodations provide Guests all the comfort of home, including a living room area, accommodations for up to parties of 12 and a fully‐equipped kitchen or kitchenette. Guests staying at a deluxe villa can experience what it's like to be a Disney Vacation Club member. The Deluxe Villa Resorts are: Bay Lake Tower at Disney's Contemporary Resort Disney's Animal Kingdom Villas - Jambo House Disney's Animal Kingdom Villas - Kidani Village Disney's Beach Club Villas Disney's Boardwalk Villas Disney's Old Key West Resort Disney's Saratoga Springs Resort & Spa/Treehouse Villas Disney's Polynesian Villas & Bungalows The Villas at Disney's Wilderness Lodge The Villas at Disney's Grand Floridian Resort and Spa

How a la carte Works

The a la carte application also considers available tables or recreation resources and forecasts the probability that other Guests are willing to pay more or if this Guest is likely to book a more enhanced experience. It balances your response to Guest demand in order to generate long-term business profitability. Disney has all kinds of Guests and wants to provide the best experience for all of them. That's where the a la carte application excels - at making Guests happy and at helping you make more sales. Happy Guests increase GSM. When making recommendations to our Guests, a la carte considers revenue, occupancy, and opportunity. Multiple sales offers are returned by a la carte. We will offer the best fit match to the Guest and then possibly a secondary offer, if the Guest declines the first or is looking to enhance their Disney experience. "Selling the right product to the right customer at the right time for the right price." The a la carte application is an automatic, high‐speed application that creates offers (suggestions) taking into consideration the Guest's request and anticipated acceptable alternatives that create the best fit for them and the business. That's a lot of decisions in only seconds. The a la carte application actually learns based on the entries and the actions you take. Each transaction provides more information that the system can use to create even better targeted offers to meet the Guest's needs quickly and efficiently. The a la carte application also tracks demand of dining, recreation, and tour locations. It combines the principles of revenue management, offer-based selling, and demand tracking. It helps Disney manage revenue by forecasting demand and optimizing occupancy by venue, price point, and time of day for thousands of tables and recreation resources daily. The a la carte application communicates with all of the other Walt Disney Company reservation and marketing systems to create a well-crafted composite view of the Guest, their interests and needs. This ensures that when a Guest changes some information such as a phone number, that information is updated in all the other systems. So the Guest only needs to tell us this change once. In the past this would have required editing the Guest's information separately in multiple systems.

How a la carte Works, Continued

The a la carte application interacts with the Scheduled Events Recommender tool to pull up the offers you will see. The Scheduled Events Recommender tool uses actual choices of previous Guests, with similar preferences and characteristics, to provide a la carte with offers that are what the Guest is seeking or are the most suitable alternatives. It is constantly learning from every offer made to Disney Guests. It learns about Guest preferences. It learns about which "next best fit" options are most appealing to our Guests. If Guest preferences shift over time, it will also adjust its recommended offers as it tracks our Guests' preferences. The Scheduled Events Recommender, using past bookings and Guest responses to offers, creates predictions about what alternative offers our Guests will find most appealing. The Scheduled Events Recommender can equally evaluate all of the available occupancy, Guest opportunities, and potential revenue to quickly select the best offers from the thousands of available options. It will be up to you to describe these offers to our Guests by providing the visual imagery of the features and benefits of those offers. This will create excitement and anticipation of a magical experience. The system will automatically provide offer recommendations specially selected for the Guest. To assist you with making offers that will most likely fit the Guests' needs, the a la carte application communicates with the Scheduled Events Recommender. The Recommender is a tool that analyzes the Guest's responses and the agent's discovery questions. These responses are based upon the Guest's product experience, product availability, and business goals which will provide a set of offers that best fit the needs of the Guest (and the business) at a speed that saves you valuable time. Each set of offer recommendations will be based upon the responses to each discovery question that you enter. If you refine the discovery information the system may further refine and respond with additional offer options. Again, you will now be able to do in seconds what used to be a long and tedious process of searching location after location. As offers are presented, the system will also be learning about our Guests and what makes the best match. Based upon your mouse actions, the system will track automatically which offers were presented and accepted or rejected by the Guest. This will allow the system to "learn," improving its accuracy in making offers that best fit the needs of the Guest and business.

Benefits of a la carte

The a la carte application provides offers to Guests by tailoring results to their needs. How does it do this? The application uses previous Guest responses to offers and availability to select the best available products and services that will meet the Guest's needs. The a la carte application will leverage what we know about Guests to provide offers that are personalized. It will help us anticipate the Guests' needs so that we may exceed their expectations of the Disney planning and purchasing experience. We'll learn more about this as we go through the lesson. You will save valuable time, reducing the amount of time it takes to find that best fit recommendation for Guests. It will maximize your sales opportunities. NOTE: The above is a general overview of a la carte. CSPs servicing Disney Resorts will only use a la carte for booking Cirque du Soleil. What are the benefits of a la carte? (click to reveal answer) It provides "best fit" offers to Guests. It saves valuable time. It can maximize your sales opportunities.

Booking Cirque du Soleil Age Fields

The age range for "Children" is ages 3 through 9 years of age. Children over age 9 years old should be entered as adults. Children under age 3 do not require a ticket if they sit on their parent's or guardian's lap during the entire show. If a child under 3 requires a seat, enter the child's age as "3." Use the Shift+Tab keys to move to the Adult party mix field. Click [Get Offer Set].

a la carte Home Page The Home Screen: Overview

The first page (or screen) you will see is the Home screen. This screen will have the New Reservation tab open. The other tab you will you see on the top of the screen is the Existing Reservation tab. In the New Reservations tab, you can create new bookings. *We will only use this tab.* In the Existing Reservation tab, you can modify a Guest's previously booked reservation.*You cannot Modify or Cancel a Cirque du Soleil reservation. We will not use this tab.* There will also be a "Message of the Day" button on the top of the screen. It contains announcements about advisories, reminders, notices, refurbishing of a facility and closure dates, etc. The buttons on the bottom of the screen enable you to go forward or back in the process, following the call flow and the order of the sub-tabs. The button on the bottom right will take you forward to the next screen, just like an arrow button. The button on the bottom left will take you back (or reset or cancel, depending which sub-tab you are using). The next row of sub-tabs you will see are: Search Guest, New/Edit Guest, Discover, Offers, Shopping Cart, Payment, and Summary. These sub-tabs provide the specific screens needed to perform the tasks for booking a New Reservation. The sub-tabs follow the call flow, from welcoming and identifying your Guest, understanding and discovering their needs, to helping the Guest with offers that best fit their requests, and continuing through to sales closure, payment, and recap. To process reservations, you will need to click through all the sub-tabs in order to complete the process. Let's look at these sub-tabs in more detail. Click to the next page. This is a demo image *Mouse over image to zoom.

Creating a Celebration Creating a Celebration

The following are areas on the Celebration Entry screen that we will learn about in the next few pages: The Guest Names section The Celebrations section The Resort Reservations and My Disney Events tabs The Celebration Type drop-down menu The Add Guest link Each of the following buttons are available throughout the process: The Exit button returns the user to the launching application. If the application was launched from SBC, this will close the Celebration application window and return the computer's focus to SBC. The Cancel (or start over) button clears any pending entries and returns to the beginning of the celebration entry process for the current entry.

STS Introduction Process and Skills

The image to the right is visualization of the call flow you should use while servicing Disney. In this module, we are only reviewing this call flow at a high level but throughout our lessons we will dive deeper into understanding each of the steps in the cyclical process. After reviewing the graphics, click each item below to view the overview of each of the steps. Be Ready Being ready for the next Guest means being mentally and physically ready to take the call. Receiving Welcome Assure Capture data and acknowledge the Guest This is welcoming the Guest and letting them know that we want to help him/her. "Receiving" has several elements that will enable you to make sure the Guest has a great start to their vacation. Understanding Listen for clues Use a questioning strategy Confirm facts and feelings Become a good listener. Use a questioning strategy to confirm understanding and help the Guest with choices. Helping Develop options with the Guest State Guest-specific benefits Shape expectations involve the Guest in the offering Handle objections Close the sale Keeping Check for satisfaction Thank Bridge

Navigation Panel

The menu of links on the left side of the homepage will take you to other areas of content for the DRC tab. Headlines: Headlines contain important, late‐breaking information about DRC policies and procedures, and under certain circumstances, Walt Disney World® products. Advisories regarding Walt Disney World® products and services (e.g., resort rehabs) will usually be published on the Guest detail pages for those items. Read through the information presented here at the start of each servicing interval and frequently throughout your intervals, as new advisories can be added at any time. Refresh the screen regularly by pressing the [F5] key.

Static Working Panel

The static working panel remains at the top of each screen and includes the following headings: Guest Summary Title, First, Middle, Last, Suffix - The Anchor Guest's name will become the Lead Guest's name on the reservation Phone #, Street, City, State, Zip Tag # - for Arise CSPs will always be 5560 or 5559 Dates Resort Arrival The Resort Check In Date This field is auto‐populated from Passport Nights The number of nights the Guest will be staying at the Walt Disney World® Resort This field is auto‐populated from Passport Resort Departure Date The Resort Check Out Date This field is auto‐populated when the number of nights is entered This field is auto‐populated from Passport Area Arrival/Departure Date The date the Guest will be arriving in and departing from Florida area These dates will match the Resort Arrival/Departure Dates They can be manually adjusted on the Travel Plan or Offer screens Reservation Summary Will not display on a new reservation

Creating a Celebration Editing or Revising Celebration Entries

There are a number of Edit links and buttons to allow modification of celebration entries. Click the Edit button to display the Celebration Entry screen. Clicking this button begins the process of updating or modifying a celebration entry. Click the Edit Name link. The Celebration Name pop‐up will be displayed in which the name can be edited. Click the Submit button to update the name and close the pop‐up window. Click the New Celebrations button to quickly and easily display the New Celebration entry screen. Click on the Add To List button. Removing Guest Celebration(s) -- Buttons and Links The Remove button will quickly remove a celebration if the Guest's plans have changed. The Remove All link allows for removal of all the Guest's celebrations, should they indicate that they are no longer celebrating during their visit to the Walt Disney World® Resort. The View Removed link will allow you to view any celebrations that were previously removed from the Guest's celebration entries. When a celebration has been removed it cannot be reactivated; a new celebration must be created. Canceled Event or Resort Reservations When a Guest's event or resort reservation has been canceled but the celebration actively linked to that reservation has not been removed, this will be indicated by the location name being displayed with a strike‐through marking over the name. The strike‐through notation may also appear for a location name when the Guest has modified their a la carte reservation to an alternative location.

Overview of Resorts

There are more than 29 resorts providing vacation accommodations for Guests of the Walt Disney World® Resort. Each resort offers unique theming and options ranging from the 2,000 sq ft. Presidential or Admiral Suite at Disney's Yacht Club Resort to tent or pop‐up trailer camp sites at Disney's Fort Wilderness Resort. The Walt Disney World® Resort has something for every budget...and every vision of a relaxing vacation, from being pampered at a luxury spa to escaping to the wilderness. Resort accommodations at the Walt Disney World® Resort are grouped into four distinct categories plus Disney's Fort Wilderness Resort & Campground. Disney's Fort Wilderness Campground Value Resorts Moderate Resorts Deluxe Resorts Deluxe Villas

WDTC Deposit Transfers

This category of e-forms provides the following options: Request a deposit transfer. Request a refund if the booking was previously canceled and the Guest has not received the refund. Research a check. (i.e. check sent to be applied to several bookings but was only applied to one

WDTC Document Requests/Alerts

This category will allow you to: Request document reprints for Guests. Send last minute documents to Guests. (i.e. luggage tags, brochures, etc.) Alert the DRC Documents department of special mailing instructions.

Special Requests

This category will allow you to: Submit Special Requests post-booking. Advise the Special Requests department of modifications or cancellations of a Special Request reservation.

a la carte Home Page Sub-tabs: Overview - Guest, Discover & Offers

This is an overview of the sub-tabs. The next three pages will define each sub-tab. You will learn more details about how to use the tabs in the lessons that follow. Search Guest: Is used to retrieve and confirm Guest information already stored in the company data system (known as ODS or GOMaster). We will talk more about the process of searching for Guest records a little later. New/Edit Guest: Provides the screen form you will use to update existing Guest information or to enter basic information, such as Name, Address, Phone, Zip Code, and Email for a new Guest to the Walt Disney World® Resort. Click to the next page to continue with the overview of the sub-tabs. Discover: The Discover sub-tab is where you will enter the Guest's requests, travel information, and personal preferences. This information will guide a la carte and the recommender tool (behind the scenes) in searching all of the thousands of options from which to select the best possible fit for the Guest's request. The system will also be providing alternative offers that the Guest may be interested in, if the first choice provided is not going to work for them. Offers: The Offers sub-tab is where a la carte will display the offers that meet the Guest's requests; or if the Guest request is not available, it will display the next best fit offers along with additional alternatives and up-sell opportunities. Click to the next page to continue with the overview of the sub-tabs.

1. Encourage

This is the most important and most difficult step. Empathizing, acknowledging the objection, and encouraging the Guest to elaborate before jumping to a solution. (i.e. "I can see how you would be concerned about that.")

Upholding Disney Standards

Throughout the years, Disney Guests, audiences, consumers and shareholders have come to depend on Disney for quality, creativity, innovation and integrity. People trust Disney because of their commitment and standards. While servicing Disney, we are responsible for upholding their excellence and integrity. This means acting responsibly in all our professional relationships, in a manner consistent with the high standards we set for our business conduct. Upholding legal standards of conduct, while mandatory for every Cast Member and CSP, is not enough. We are also responsible for maintaining ethical standards. These standards govern how we treat everyone with whom we have contact. These are standards of integrity... honesty... trust... respect... fair play... and teamwork. In short, these are the standards we want Disney to continue to uphold in the years to come. Disney's Standards of Business Conduct are here to guide our behavior and to help us live up to the highest expectations of excellence that are "Disney." As we continue to create Disney magic, we hope your actions show your pride in yourself, Arise, and the Company.

YODA'S Menu!

To access the Menu drop-down, you will click on the Menu! button in the top left of the application. As you can see, the menu is divided into eight main sections: Vacation Dates Current Offers Current Special Events Package Code Search Room Type Search Airport Code Search Resort Maps We will review each section in more detail next.

Modifying Walt Disney World® Resort Pkg. Outside 45 Days Add Insurance to an Existing Package Reservation

To add the insurance component to a package reservation that does not include insurance: On the Reservation screen: Click the Insurance link in the left navigation panel. On the Insurance Requirements and Preferences screen: Click Continue. Checkbox 1: Travel insurance with total price for all adults in party. Checkbox 2: Used by backstage areas when an additional charge is required due to a change to the travel insurance. On the Insurance Option Selection screen: Click the checkbox for "Non‐Refundable Insurance." On the Insurance Detail screen: Click the Select button. On the Offers screen: Click Confirm All. Complete the reservation.

Special Reservations Special Requests

To better serve our Guests with special needs, special needs rooms are available in all Walt Disney World® Resorts, Disney's Vero Beach Resort, Disney's Hilton Head Island Resort, Walt Disney World Swan and Dolphin Hotels, Downtown Disney® Area Hotels, Walt Disney World Good Neighbor® Hotels and Beach Add-On Resorts. All accessible accommodations at Walt Disney World® Resorts, Disney's Vero Beach Resort, Disney's Hilton Head Island Resort, Walt Disney World Swan and Dolphin Hotels are booked by CSPs/DRC Agents. Accessible accommodation requests for Downtown Disney® Resort Area Hotels, Walt Disney World Good Neighbor® Hotels and Beach Add-On Resorts are booked by Special Requests. If a Guest requests to book an accessible room at one of these locations, please conference them to the Special Requests department.

Book Package with Ground Transportation Outside 45 Day Disney's Magical Express Booking Process

To book a Walt Disney World® Resort package with Disney's Magical Express you should follow the directions below. Disney's Magical Express® Booking Process In Passport: Locate Guest Profile or create a new Guest Profile. Click Guest Profile. Click Reservation Tab. Click New Reservation Button. Click Resort Reservation. Continue to Discovery. Enter Resort Travel Dates. Enter Party Mix. Click Go to SBC. On SBC Discovery screen: Complete the Tag Number and Contact Name field. Select the appropriate components based on the Guest request Room Only or Package. Click Continue. On the Offer screen: Choose the offer. Click Select. On the Reservation screen: Enter the appropriate Internal Notes. Click Confirm All. On the Accommodation Wrap-up screen. Ensure the party mix/names are correct. Complete the wrap-up screen as normal. Click Continue. On the Insurance Wrap-Up screen. Click Continue. A Disney's Magical Express® window pops-up over the Recap Screen. If your Guest is not flying into the Orlando International Airport or they are arranging for a rental car or other method of transportation to the resort you would; Click No (take no action now) to indicate the Guest will not be booking Disney's Magical Express® at this time. If your Guest is flying into the Orlando International Airport and they would like to arrange for Disney's Magical Express® as their method of transportation to the resort you would; Click Yes, to proceed adding Disney's Magical Express® to the Guest Reservation. The Disney's Magical Express®(TAG) application, similar to how the Celebration Application, launches from SBC. The Disney's Magical Express®(TAG) application will pop-up the Flight Information window. If the Guest has their flight information, uncheck the "No Arriving Flight Information" box. Complete the Flight Information window by entering the Date, Airline, Flight Number for both their arriving flight and departing flights (if applicable). Click Continue. If the Guest has not yet booked their flights or does not have their flight information at the time of booking you can leave the default check boxes indicating "No Arrival Flight Information" and "No Departing Flight Information." Click Continue. Click Save (It is important to remember that until you click save in the Disney's Magical Express® application the Guest's Disney Magical Express®transfer reservation has not been created or updated). Click Return to SBC. Complete the booking process as normal.

Modifying Walt Disney World® Resort Pkg. Outside 45 Days Date Criteria for Package Modifications

Travel Start and End Date The date range during which a package Guest may arrive at a resort. Travel start dates and end dates are "inclusive:" The Guest can arrive on the start date, up to and including the end date. They may also arrive within the travel dates and stay beyond the end date. Booking/Sales Start and End Date The dates on which a Guest may purchase a package. For most packages, the booking/sales dates are completely open, meaning you may book at any time. For certain promotional offers, however, a narrow booking date window may open and close even before the start travel date. What can I change? Example: A package was booked on January 15, inside the normal booking window. It is now March 1, after the booking/sales end date. You may: Change the travel dates to any dates within the valid travel dates of the package. Change the length of stay. Add Guests. Remove Guests. Change the room type. Change the resort. Two exceptions when modifying to a different resort: Modifying from a package booking to a room‐only reservation. Modifying from a non‐Disney resort (Swan/Dolphin, DDRAH, GNH) to a Disney resort. When presented with either of these two scenarios, you must: Launch another SBC session and book a new reservation. Cancel the original booking. Can I change the package? NO - If modifying to a package for which the booking end date has passed, however, with Chat permission Guest Services can help you with this YES - If modifying to package for which the booking end date has not passed

Room-Only Bookings Room-Only Policies, Continued

Turning Booking Policies into Spiels: These sample spiels can be used when booking Walt Disney World® resorts, including Disney's Vero Beach and Hilton Head Island Resorts. If the Guest is arriving outside 45 days: Your deposit is due within seven days. The balance will be paid to the resort. If there is a need to cancel this reservation, please do so no later than five days prior to arrival or there will be a cancellation penalty of the first night's rate per room, plus tax. Would you like to put your payment on your Visa card? If the Guest is arriving outside 30 days and does not wish to pay now, further advise: You should receive your confirmation in 4‐5 business days. It will include a tear‐off portion and a special return envelope to remit your payment. The deposit is due within seven days from today or the reservation will cancel automatically. If you do not receive your confirmation in time for the payment to reach us by the due date, please contact our office. If the Guest is arriving in 11‐30 days and does not have a credit card, further advise: I will extend your deposit due date by two days to allow time for you to send a check or money order via overnight mail. If the Guest is arriving in 5‐10 days and does not have a credit card, further advise: I will extend your deposit due date by two days to allow time for you to send a bank check or money order via overnight mail. Unfortunately, since your arrival date is so close, we cannot accept a personal check. If the Guest is arriving in 2‐4 days and does not have a credit card, further advise: I will extend your deposit due date by one day to allow time for you to send a bank check or money order via overnight mail. Unfortunately, since your arrival date is so close, we cannot accept a personal check. If the Guest is arriving tomorrow or today and does not have a credit card, further advise: I'm sorry, but our system cannot hold a reservation without a credit card.

Disney Gift Card for Honeymoons

Unique features of the Honeymoon Disney Gift Card: Exclusive honeymoon design Higher monetary limit ($3,000 maximum balance) Does not expire or lose its value Friends and family can replenish the balance on the card at any time through the registry Guests can only receive the card by signing up for the registry Guests may exchange their gift card for a payment that's already been made. This can be done through normal refund procedures. Because this is likely to occur on a regular basis, you should familiarize yourself with the refund process on the DRC tab to ensure a seamless experience for Guests Key Reminders: Not a separate offer Not a unique package Complimentary and exclusive for Disney honeymoon couples only Check "Honeymoon" on the Vacation Interests Screen Reservation confirmation number required to register Couples must create their account on website Enter "HONY" in reservation notes The Disney Gift Card for Honeymoons does not expire or lose value Advance booking always recommended

Tool & Resources

Use the flow chart, right, which is recommended to help you resolve issues with Displeased Guests. This is a practical way to approach conflict resolution.

STS Receiving Telephone Techniques

Use the following telephone techniques to properly receive a Guest call: Speak at the same pace as the Guest Use the Guest's name (at least three separate times) Tell the Guest what you are doing Avoid using internal lingo or "code" words

Book Package with Ground Transportation Outside 45 Day DME Guest Not Arriving by Plane to Orlando International Airport

Use the link below to review the information about Booking Within 10 Days of Arrival. The Hub path: Packages tab > Ground > DME > Cast Member Procedures > Booking within 10 days of arrival

Asking Qualifying Questions How to Say "No" - Scenarios

Use the scenarios shown below as guidelines on How to Say "No" to Guests. Scenario 1: Guest: Is it raining there right now? CSP: Fortunately, it hasn't been raining today. However, the forecast did say there would be thunderstorms this afternoon. Scenario 2: Guest: Is there a discounted rate to get into the parks after a certain time? CSP: Unfortunately, we don't offer that type of ticket. Scenario 3: Guest: Is there a fee for parking at Downtown Disney? CSP: There isn't a fee for parking at Downtown Disney. Scenario 4: Guest: Are there any reservations at the Ohana for tonight? CSP: I apologize; there aren't any reservations for Ohana tonight. However, there are reservations available at Kona Café.

Asking Qualifying Questions How to Say "No"

Using the word "no" directly may offend Guests. However, sometimes we must relay unpleasant news to Guests. The best way to say "no" will vary per situation and Guest. Review these guidelines and discuss alternative ways to say "no" with your performance facilitator. "Every time we say no to our Guests we lose." ~ Walt Disney Words to Use: Unfortunately ... However Using the word "not" (in the form of contractions)

Booking Cirque du Soleil

Value Objective Value of Booking Cirque du Soleil La Nouba: The benefit of knowing how to book this event will help you provide Guests with the performances they want to attend. As you read through this lesson, think about the following: ​​How does a la carte simplify Cirque du Soleil La Nouba bookings?

Value Objective

Value of the Home Screen: The benefit of knowing how to use the Home Screen helps to improve your ability to navigate throughout the application, save time, and contribute to your overall performance. As you read through this lesson, think about the following: What are ways you can save time as you use the home screen? For example, how does the layout help you to locate information quickly?

We do not ask Cast Members

Verified and updated Date of Last Visit

Existing reservation

Verify three points of the four points of Guest information (reservation number, full name, address, phone number) on all. You must verify the information in Passport - Reservation Details (not the Guest Profile).

Non-Disney Resorts

Walt Disney World Swan Hotel Walt Disney World Dolphin Hotel Doubletree Guest Suites B Resort Wyndham Lake Buena Vista The Buena Vista Palace Best Western Lake Buena Vista Resort Hotel The Hilton Hotel Holiday Inn at Walt Disney World The Disney Reservation Center also offers reservations at a number of resorts in the immediate area that are not owned and operated by The Walt Disney Company, including the Walt Disney World Swan and the Walt Disney World Dolphin Hotels. Some resorts that are located near but not on Walt Disney World® property are also booked by the DRC. We refer to these as Walt Disney World Good Neighbor® Hotels.

Book Beach Resort Add-On DISNEY'S VERO BEACH RESORT

Walt Disney World® Beach properties can be added onto a Guest's Walt Disney World® vacation. Click the question below to display the answer. Why do you think we sell rooms at beach properties, including Disney's Vero Beach Resort? Convenience Follow these Hub paths to learn more: Resorts > Disney's Vero Beach Resort > Room Types Resorts > Packages > Add-Ons> Disney's Vero Beach Resort The following information is available at these links: Procedures & Policies > Cast Member Procedures Events & Products > Products ‐ Package Accommodations Take some time to go to the website for Vero Beach and learn more about the location: https://verobeach.disney.go.com/.

Active listening skills

We all know what listening is, the dictionary definition is to: Give one's attention to a sound Make an effort to hear something; be alert and ready to hear something We do all of those things as CSPs but, we take it a step further, using "active listening." What's the difference, you might ask? Active listening is when you are fully engaged with the Guest and you provide them with feedback by confirming that you have heard the Guest correctly before you begin helping them and offering choices, also known as "paraphrasing." There are great techniques for being an active listener. Let's find out what they are: Get into the right position to listen. Eliminate distractions. Give the Guest your full attention. Be curious about what the Guest wants. Capturing information via note taking; don't count on remembering everything that was said. Remember there are certain things we cannot write down like - Guest Full Name or credit card data. Avoid making assumptions and minimize interruptions. Give the speaker a chance to reply. Never speak over the Guest. When the Guest is finished, reiterate or paraphrase what was said. This will ensure that you clearly heard and understand the main points. Once you have verified what was said, ask additional questions to improve your understanding. At every step, make your Guest feel valued and appreciated.

Walt Disney World Good Neighbor® Hotels

We also sell many resorts and hotels in the Central Florida area as part of our "Good Neighbor" program. Walt Disney World Good Neighbor® hotels are not booked room‐only; they're booked only with the Good Neighbor Hotel Package. The Hub path: Resorts > Good Neighbor Hotels Review the four areas where Walt Disney World Good Neighbor® Hotels are located. Click Good Neighbor Maingate East. Use the resorts in the results list to review sample Walt Disney World Good Neighbor® Hotel information in One Source. Walt Disney World® Resort Historical Fun Fact The word "Main-gate" refers to the early development of the Walt Disney World® Resort property, when World Drive off of U.S. Highway 192 was the main thoroughfare onto our property. The words "Main Gate" became commonly used by the businesses on Highway 192 to sell their location as convenient to the Walt Disney World® Resort "main gate."

Room-Only Bookings Discovery for Dedicated Phone Lines

We may proactively offer the Guest a discounted offer if they qualify. (i.e. FL Resident, Passholder, Military, Qualifying Travel Dates) Example: Many Florida residents call on the 407‐W‐DISNEY line. If we see from information in Passport that they are a Florida resident, based on residential address provided, we may proactively offer them a Florida‐resident discounted offer. Asking the Guest certain discovery questions empowers you to secure more bookings by prompting the Guest to reveal why they are calling and where they saw the discounted offer. This will produce the necessary verification from the Guest so that you may offer the discount to them. The Hub path: DRC Tab >Guest Topics > Spiels > Discovery for Dedicated Phone Lines

STS Be Ready Benefits

What are the benefits of being ready? Reduces the time you spend on rework Focuses attention more clearly on Guests Makes Guests feel valued

a la carte Home Page Data Sections

What else will you see on the Home screen? On the left-hand side you will see four sections for additional information. These "data sections" are: Guest Information Memberships (affiliations) such as Florida Resident or Annual Passholder Guest Requests (You will not use this block) Travel Agent (Used to enter IATA Information when booking Cirque du Soleil for Travel Agents) These four sections are displayed at all times, regardless of which sub-tab you have selected. To add information to any of these sections, click the "Edit" button in the section. Also on the Home screen is the "Done" button on the top right corner. Use the Done button ONLY after you have completed everything for that Guest's call, including the payment and summary recap. Clicking the Done button clears data and will take you back to a blank Home page.

Memory Maker Frequently Asked Questions

What happens if a Guest forgets to use their Memory Maker? The Memory Maker is activated one the first image is downloaded by the Guest, not when a photo is taken. So if the Guests "forgets:" it will be available once they have photos in their account and those photos are downloaded. When the first download occurs, all photos taken in the next 30 days will be available for download in the Guest's account. If four Guests, staying in the same WDW Resort Room, purchase Memory Maker is the entitlement on all four of the Guest's MagicBands? Yes, all Guests on the reservation in the same WDW Resort room have the Memory Maker entitlement on their MagicBand. How do Guests link attraction ride photos to their Memory Maker? The Guest who has the Memory Maker entitlement associated to their account needs to visit the Merchandise Photo counter after riding (within 24 hours) to have the image associated to their account. Can Guests in multiple rooms (large travel parties) split the cost of Memory Maker and share the product? Yes, a Guest with the Memory Maker entitlement can set up friends and family in their account so that they will see their friend's photos. Only the person with the entitlement can actually download the photos, but if set up correctly, they will be able to view photos of everyone traveling with them and can then download. They would then have to share the photos with everyone else, by either purchasing a Memory Maker DVD, or copying the images onto their personal media to share.

YODA

What is YODA YODA stands for "Your Online Desktop Assistant" and is a web-based too specifically for CSPs and Cast Members that service the DRC in a sales environment. Using data from One Source and The DRC Tab, YODA provides quick access to some of the most commonly requested Guest information, including: Current offers Special events Theme park operating hours Attraction height requirements Refurbishments Final payment due dates Key booking dates for FastPass+ and dining reservations The site also provides quick access to the most commonly used tools, including: Resort Maps Airport codes Baggage fee grid The Ticket Calculator Yoda is not designed to replace One Source or the DRC Tab, you will continue to reply on these tools to locate a variety of information. Use of YODA is optional.

Collateral Requests Overview

What is a Collateral Request? "Collateral" refers to literature or DVDs sent to Guests who request information about the Walt Disney World® Resort. Where can dvds be mailed? We mail DVDs to Guests in the United States, Canada, Puerto Rico, and the Virgin Islands. Guests from the UK or Northern Ireland should call 08705 000 005. Do resorts Guests automatically receive dvds? Resort Guests do not automatically receive a DVD. If requested, please send one to the Guest. What is the typical delivery time? Normal delivery time is between 10-14 days for both English and Spanish versions. If Guests indicate they have been waiting longer than the stated time frame, do not make another request. Send a Guest Relations E-Form with the Guest's name and address. Note the Item, Request # (number of requests Guest has made), and how long ago the request was made. Guest Services will fulfill this request immediately and the information will be used to document the problem. Are dvds closed captioned? All DVDs are closed captioned for the hearing impaired. Is there a limit on the number of collateral requests a Guest can make? Guests may not order more than 1 of any one item (exceptions: DISABLED / MAP FTW - Guests may order up to 5). Guests may order up to 3 different items per address. Where do I go to find available collateral offers and place requests for Guests? All offers are listed in Passport. You will also use Passport to create the requests for Guests.

Build Rapport through engagement

What is engagement? Engagement means to ensure that your Guest is involved in the conversation as much (if not more) as you. How do you engage the Guest? Get to know your audience - spend the time building the relationship upfront, to save you time later (during the offer process). Wear your Guests shoes - understand their individual needs. Communicate using visual literacy - using descriptive words, common language: colors, locations, theming. Avoid overloading the Guest with information, tell one story at a time. Keep it up! Never become complacent; remain focused, positive and energized!

Let's Talk Resorts

What is the path to the MyMagic+ Cast resource if your Guest needs assistance with linking their Disney Resort Reservation to My Disney Experience? DRC Tab > Sales Resources > What's New and Coming Soon at the Walt Disney World Resort > MyMagic+ > Cast Reference Guide > MDX

Repeater

What may a Repeater Guest be thinking and/or saying? Some examples of the thoughts of a Repeater Guest are: "This looks like a good offer, but I wonder if they have anything better?" "This offer is for Disney's All Star Music Resort, but I'd really like Disney's Wilderness Lodge." "I haven't been there in two years, I wonder if there's anything new that would make this trip worthwhile besides the discount on the room?" "My children are teenagers now and I'm not sure they have attractions for them." "We have a child now since our last visit and I don't know if a visit to the Walt Disney World® Resort is too much for the little one." "I'll just call to find out about this discounted offer...I won't book right now." Sales ideas to use when talking with a Repeater Guest Ask a lot of discovery questions to find out whether this Guest is closer to being an Intender Guest or on the verge of becoming a Worldphile Guest. Then proceed accordingly. Since these Guests have visited before, they may have purchased a package previously and know that the components are advantageous...or they may have purchased the "wrong" package for them and think there is no value in purchasing one. Asking discovery questions will let you know when to make suggestions and what offers would best suit the Guest. All suggestions should be described using features and benefits, making sure that the benefits are personal to this Guest. Be enthusiastic when talking with this Guest. Welcoming them back will be important and knowing when their last visit was is crucial information so that you can suggest new experiences for them. Your enthusiasm will help to shape theirs! A Repeater Guest knows enough about the Walt Disney World® Resort to often think they know it all. Your product knowledge will be extremely important for this Guest. You must be confident and creative. Use sentences that begin with, "Did you know about..." or "I think you're going to love the new..." or "What attractions did you like the best from previous visits?" When you make an offer of a requested broad offer or targeted offer to a Repeater Guest, make sure that they realize they are getting a good savings. They might be remembering what they paid for their last visit and the comparison will be an advantage for you in some cases. How to close the sales with a Repeater Guest Confidently ask for the sale by using the Visa Card guarantee spiel. Keep in mind that this Guest is weighing the difference in the cost with previous visits. Make sure that you are prepared to customize the offer if you hear price resistance. Repeater Guests may know that not booking now could mean that the room will not be available when they call again. Use this to your advantage. A sense of urgency will close the sale. Repeater Guests have booked before and have a little more trust in giving you their credit card than an Intender. Getting the booking may be as simple as stating that booking now means they only have to start packing for their trip, the rest is already done! Be excited for your Repeater Guests. They are on their way to becoming Worldphile Guests and they will get there faster if they know that their visit makes us happy because we've been able to help them plan something magical!

Intender

What may an intender Guest be thinking and/or saying? Some examples of the thoughts of an Intender Guest are: "I just heard about this offer and we've never been before. Is it a good offer?" "We don't know much about the Walt Disney World® Resort because we've never been there before. What would be important for us to know?" "Is this a good time of year to visit?" "Are my children too young?" "Is this the best special I can get?" "Will my teenagers have a good time?" "We don't have any children. Are there things for adults to do?" Sales ideas to use when talking with an intender Guest The following are possible statements that could be used throughout the sales process with an Intender Guest: "The offer you have called about is one of the best we've had. This will be a perfect time for your first vacation with us!" "I'll be happy to book this great resort room offer for you. So that you won't feel that we had package advantages that we failed to tell you about, would you be interested in one that would take care of one or two of your meals each day while vacationing with us? I can tell you more if you like." "Since this will be your first visit to the Walt Disney World® Resort, allow me to assist you in customizing your vacation for you. I'll be happy to utilize my knowledge of the Walt Disney World® Resort in helping you to create the perfect vacation for you and your family." How to close the sales with an intender Guest Keep in mind that the Intender Guest may or may not be overwhelmed by the price or the components of your offer. Once again, use your listening skills to detect a note of concern or resistance in the Guest's voice. Be ready to step back and make the offer to customize! Example: "[Guest Name], I can understand that there is so much to do that sometimes it appears overwhelming. If this offer is not exactly what your family needs, may I help customize it more so that it will be perfect for you?" Never be pushy, but be professionally confidant when closing the sale. This Guest is new to the Walt Disney World® Resort and will have to be taught that our main concern is that their vacation excitement and satisfaction is more important than making the sale. When the Guest feels that from you, they are more likely to trust you and to want to buy the very things you have been suggesting. When using a "courtesy hold" sales technique, make sure the Intender Guest understands the personal benefit to him/her so that this becomes something they want to do. An Intender Guest may want you to repeat everything that is a component to their package or they may want to hear you state once again, that they have received a very good offer. Be calm and courteous when doing this, as it will make a difference in the sale!

Types of Products

What types of products do we sell? Accommodations Rooms Suites Club Level rooms (concierge) Special Request rooms Disney Springs Resort Area Hotels Walt Disney World Swan and Dolphin Hotels Walt Disney World Good Neighbor® Hotels Beach Hotels (Disney's Vero Beach Resort and Disney's Hilton Head Island Resort) Packages Magic Your Way Tickets Dining Plans Airfare Transportation (airport transfers and car rentals) Insurance (Trip Cancellation & Interuption) And More...... Tickets Magic Your Way tickets Park Hopper® Option Water Park Fun & More Option Annual/Seasonal Passes Special Events and Add-ons Cirque du Soleil® La Nouba™ Mickey's Very Merry Christmas Party Night of Joy Mickey's Not So Scary Halloween Party Golf Memory Maker In-Room Gifting

Adding Celebrations Sales Tips

What will you ask every Guest? "What brings you to the Walt Disney World® Resort?" "Will you be celebrating anything special during your vacation?" What will you do with that information? Once you've determined what your Guests are here to celebrate, you can use this information to maximize their experience. Using what you learned in discovery, together with your product knowledge and tools like One Source, you will be able to offer options and experiences relevant to the Guest's special occasion. Offer Relevant Options Packages with dining plans, air, and insurance Fine dining, dinner shows, and signature dining experiences Experiences such as Memory Maker, Cirque Du Soleil®, Water Parks, Special Ticket Events, etc. Products that capture the essence of the Guest's special occasion and create a remembrance of the experience that they will treasure for years to come The first step in offering relevant options and experiences is assuring the Guest that you can help them. For example: "I can definitely assist you with planning a celebration that your family will treasure for years to come." Ask Relevant Discovery Questions "What type of experiences are you most looking forward to during this visit?" "What's the most important memory for you to take home after your celebration at the WDW Resort. "What are the three most important things that you want to do during this special time?" When offering a particular product or service, always include Guest‐specific benefits. Find out what your Guest's interests are or something a family member is interested in and offer relevant options. Suggest and connect the Guest with other areas of the Disney company to provide additional services or products that will make their special occasion even more special.

SBC - Add-on Bookings Travel With

When a Guest books multiple rooms or are traveling with other travel parties we want to create a cross-reference so that the resort location is aware that these Guests are visiting us together. This allows the resort to recognize this travel relationship and, when possible, assign accommodations that are conveniently located for the convenience of the Guests. The Passport application provides an easy process for associating multiple reservations together by creating a Travel With cross-reference number, simply referred to as a "Travel With" or TW number. The Travel With reference links reservations together so that the resort can see all of the Guests' associated reservations, which facilitates room assignment. Although this cross-reference does not guarantee connecting rooms or rooms that are adjacent to each other, it does inform our resort front desk Cast of the relationship of these travel parties so they can do their best to provide the Guests with accommodations that are conveniently close to each other. TRAVEL WITH CRITERIA A "Travel With" party is defined as a party that: Is booked in multiple reservations. Is booked on two or more travel plans. Is staying at the same resort. Has dates that overlap by at least one night. LEARN ABOUT TRAVEL WITH Follow this Hub path to learn more: DRC Tab > Systems Assistant > Passport Assistant > Booking Procedures Create a Travel With

SALES TIP!

When a Guest requests a Vacation Planning DVD, you should inquire about their dates of travel. Sometimes the Guest will be interested in visiting the Walt Disney World® Resort on dates that are too close to wait for the arrival of the DVD. You may be able to book their resort reservation!

Booking Negotiated Air Booking Refundable Air, Part 2

When a Guest travels by air to the Orlando area, transportation is usually needed between the airport and their resort. This segment of the demonstration will include the procedure for adding Disney's Magical Express transfers to the package, and then quoting and confirming the complete reservation. Go to the following path and read the information indicated below. The Hub path: Packages > Air > Air Policies > Procedures & Policies Air Product ‐ Advance Seat Assignment Air Product ‐ OSI Air Product ‐ SSR Remember that all of these notations are made on the Air Wrap‐up screen: SSRs (Special Service Requests) are used to note things that the airline "needs to know." OSIs (Other Supplemental Information) are used to note things that are "nice to know" for the airline. Always verify that the correct passenger names are displayed and adjust them using the drop‐down menus if necessary. While you can indicate seat assignment requests, they are not guaranteed.

Attempt to sell one of the SBC offers by relating back to stated preferences before refining the offer.

When advising the Guest of availability, please make sure you are offering the offer number one first. Even if what they are looking for is not coming up for you give offer number one as alternative.

Creating a Celebration Naming the Celebration Set

When all of the Guest's celebrations, including any designated as a surprise, have been added to the Celebrations List, the final step is to click the Process List button. The Process List button advances the application to the Recap screen for a final review of the celebration entries. This still does not save the information. That will come later when you select the Done button and end your Celebrations Application session. When the Process List button is clicked, the application will now display the celebration name window to facilitate verification or modification of name before continuing. Click the Process List button. The system will automatically suggest a name for the Guestʹs celebration in the window that is displayed. This window allows you to confirm or change the celebration name. If only one celebration type is noted, the suggested name will typically include the celebrant's name and the type of celebration, such as ʺGates' Birthday Celebration." This consists of the celebrant's first name (Gates) followed by the words "Birthday Celebration." If there is only one Guest celebrating, the application will provide a specific celebration name, including the Guest's name followed by the celebration type. If there are multiple celebration types, the system may suggest ʺThe Cole Family Celebration,ʺ or you may edit the line to create a name that aligns with what you've learned from the Guest. When customizing the celebration name, it is important that you do not include personal health information, such as ʺ5 years cancer free,ʺ as part of the celebration name. Health‐related celebrations are considered "Personal Triumphs," but the celebration name should be identified without the personal facts due to legal concerns. Jane Smithʹs Personal Triumph would be appropriate for a "Personal Triumph" celebration name, as it does not focus on the personal details.

Honeymoon Registration Presentation Vacation Interests Screen

When helping a Guest who is planning a honeymoon, be sure to check the Honeymoon box in the Vacation Interests screen, regardless of whether the Guest is booking or just shopping. Benefits: The Guest will receive a communication about the Disney Honeymoon Registry via e‐mail or postal mail. If the Guest books a reservation, it will count towards the total number of honeymoons at the Walt Disney World® Resort. If the Guest is shopping, checking the Honeymoon box will provide a way to contact the Guest with messages tailored to the needs and desires of a honeymoon couple.

Merchandise

When laid end to end, there are enough ʺMouse Earʺ hats sold each year to stretch 175 miles or cover the head of every man, woman and child in Orange County, FL. There are also enough Disney character T‐shirts sold to clothe every resident of Montana.

Guest Celebrating Landing Page

When launched from within SBC, this will be the default view of the Celebration application. The application will display the travel party members on the left, under Guest Names. The reservation number is displayed automatically. Two tabs are displayed: Resort Reservations and My Disney Events. These tabs allow you to indicate which resort reservation and/or event reservations will be part of the Guest's celebration. For example, you may want to indicate that both the resort reservation and a special dining event will be part of the Guest's celebration - the Guest is coming to the Walt Disney World Resort® to celebrate, and they will be marking a special occasion (perhaps someone's birthday) during one of their dinner reservations.

Ask for the Sale.

When offering a vacation plan or tickets to a guest, ask, "Would you like to book this now?" or "Would you like to book this at this time?"

HOLD ETIQUETTE

When placing a Guest on hold: Ask the Guest's permission Let the Guest speak Check back frequently Thank the Guest for holding

Creating a Celebration Guest Selection

When recording a Guest celebration, the best way to begin is by indicating which party member(s) will be the focus of the occasion (i.e., who will be celebrating the birthday, anniversary, etc.). Select only the celebrant or Guest(s) of honor for the event. For a birthday, select only the person whose birthday it is, not everyone attending the event. Reservation Tabs The lower-left Resort Reservations tab displays the Guest's resort reservations. The appropriate resort reservation must be selected in order to advise the front desk that the celebration you are recording is part of that resort stay. The My Disney Events tab displays the Guest's scheduled event reservations from the a la carte application (fine dining, dinner shows, recreation, childrenʹs activities, and theater events) to advise dining wait staff, recreation, and venue Cast that the Guest is visiting the Walt Disney World® Resort to celebrate something special. The appropriate resort and event reservations are linked to this data so that our fellow Cast Members can recognize the Guests during their visit. Don't review this information in detail with the Guest, as doing so could diminish the surprise when they arrive.

Accessing via SBC The Celebration Link

When using the Celebrations link, please be aware of the following: We do not want to appear insincere in our interest about the Guest's visit by asking the same question every time they call. Doing so can also be annoying to the Guest. If the Guest initiates a conversation about celebrations, the Celebrations link will still be active so that you can easily update the Guestʹs information in the Celebration application. Just because the link appearance indicates that the Guest was previously asked about special occasions, the "X" is not permanent. If the Guest should initiate a celebration conversation, record whatever information they offer in the Celebration application. This panel does not update during your SBC or Celebrations Application session. It is only a snap-shot of the information available when the SBC session was first started. You should not be concerned if, after entering a new Celebration in the Celebrations Application, this navigation panel indicator does not change; this is normal. Please do not use this link to confirm that the celebrations have been saved. The Celebrations link in the navigation panel is only updated when a new SBC session is opened. The next time the reservation is opened in SBC the link will display the updated indicator in parenthesis. The Celebrations Application can be launched via the navigation panel link at any time during the SBC Session. When it is anticipated that ʺspinningʺ will occur in SBC, you can select the Celebrations link to launch the Celebrations Application, then use the [Alt]+[Tab] keys to return to SBC and select continue or confirm‐all. While the SBC system is processing you can return to the Celebrations Application using the [Alt]+[Tab] method to complete the celebration entry while SBC is processing. If the Celebrations Application is launched from the Discovery screen, the reservation number may not be displayed in the Celebrations Application. This is not a problem. It is just an indicator that the SBC session has not yet been updated or saved.

Editing Guest Information

When validating Passport information with our Guests we may find that updates are necessary to keep Guest information in Passport accurate. Editing Guest information is an easy process. The Guest Directory screen not only allows us to review existing Guest information but is also the panel we use to modify existing Guest details or update their information. Remember, the Guest Directory view may be accessed by selecting the Edit Details button in the details panel or the Guest Profile button at the bottom of the find Results listing. Before editing any Guest information, visually confirm that the correct Guest is highlighted in the Guest list on the left, and then you may click the appropriate link in the center navigation panel to display the correct Guest information to edit in the right panel.

Accessing via SBC Navigation Menu

When viewing a new reservation or an existing reservation for which no celebration entries have been created in the application, the link in the navigation panel will appear as simply Celebrations. If celebration information has already been recorded for the reservation, the number of celebrations will appear in parenthesis just below the Celebrations link. In this example, there is one celebration record in the application. If the Guest has advised that they will not be celebrating a special occasion during their stay, an "X" will appear in parenthesis. This indicates that the Guest was previously asked what they would be celebrating and they responded that no special occasions would be taking place during this visit. When an "X" appears in parenthesis, you are not required to ask the Guest what they will be celebrating.

Closing the Sale

When you have proposed a solution and responded to all objections, the next step is to ask for and close the sale. This can be as simple and explaining next steps and confirming that the Guest is ready to move forward with those steps. Use your closed-ended questions through this process to confirm buy in. Ensure you review the entire offer while reinforcing the Guest-specific benefits. Tips for Asking for the Sale: Use a direct close - ask to reserve the offer with the Guest's Visa card. Be concise and close with confidence. Do not be afraid of silence. If an objection cannot be fully resolved, provide a courtesy hold for the reservation, if possible. Set expectations. Reaffirm Guest decisions through confirmation and thanking for the reservation/purchase.

Building Relationships

When you receive a call from a Guest, chances are you have never spoken with the person on the other end of the line before. However, the goal is to make them feel like they've reached someone who understands what they need and will help them navigate through all of the choices. Not as easy as it sounds, right? Your role requires you to have just the perfect amount of pixie dust running through your veins that lets your passion for the Disney brand shine through during each call. When our Guest calls we need to start right away with our opening and ensuring that you have that friendly voice and they can hear your smile. Begin with your discovery questions. Gather each piece of information you need from the Guest so once you begin to book/modify you have everything you need to make the process smooth and quick for the Guest. This strategy will help you become a trusted Disney advisor. You will be able to make all the best suggestions for your Guest's individual needs. You have now established a relationship and your Guest will be excited for the next time they need to call Walt Disney World.

STS Introduction and Overview

Who are Loyal Guests? Loyal Guests are those who enjoy visiting the Walt Disney World®, and who intend to keep on booking vacations from you, as well as regularly advocating Disney products and services to their friends. Guest satisfaction and Guest loyalty are related and can be measured.

STS Introduction Why Do Guests Switch?

Why do you think Guests switch? Click each item below to see the reason. The biggest reason a Guest might stop coming to Walt Disney World® is to get the vacation/service cheaper. While we have a small percentage (15%) of Guests that do not come back due to price, this is not the biggest reason that Guests do not return. The biggest reason a Guest might stop coming to Walt Disney World® is because they are dissatisfied with the product. Again, while poor product is a reason that a small percentage (also 15%) of Guests do not return, it is not the biggest reason that Guests do not return. The biggest reason a Guest might stop coming to Walt Disney World® is because they are dissatisfied with poor service. Poor service is the number 1 reason that Guests do not return to Walt Disney World®. How do we keep Guests from switching? Surveys tell us that: 88% of Guests value CSPs who suggest alternative products and services that better meet their needs. 73% of Guests are interested in learning about new product or service promotions. 61% of Guests tend to ask about these products and services. 42% of Guest not only engage in sales discussions but also purchase additional products or services "sometimes" or "frequently." Things to avoid: Ignoring Guest's needs Follow a script (reading word for word) Not personalizing the conversation Push products or services that are not useful to the Guest Behaviors most strongly linked to sales: Ask questions to identify Guest needs rather than wait for the Guest to "mention something" Focus on the Guest's needs instead of "taking the order" or "pushing a product" Describe how the Guest-specific benefits of products or services relate to the Guest's needs Things Guests most wish CSPs would do when selling: Speak clearly and slowly Respect the Guest's time and right to say no Consult - give the Guest advice that helps him or her better meet his or her needs to improve the value of products and services

Guest Not Celebrating

Why must this be recorded? Every time you book a new resort reservation, you must ask the Guest whether they will be celebrating a special occasion. You must also ask this question if you are making a modification and the system indicates that the Guest has not already been asked. If the Guest states that he or she will not be celebrating an occasion while here, it is very important that you note this as well in order to prevent other agents from asking the same question every time the Guest calls. This will avoid our sounding impersonal or recorded. When a Guest indicates that they will not be celebrating a special occasion during their visit, a record of their response must be created. The process for recording a non‐celebration is the same as for creating a celebration record. When you launch into the Celebrations Application, you must ask the following: "Is the Guest planning to celebrate a special occasion on the reservations you have just created?ʺ OR "Is the Guest planning to celebrate a special occasion at the Walt Disney World® Resort? Please let us know so that we can help make their visit even more memorable." If you ask Guests "What will you be celebrating?ʺ and they indicate that for the reservation you are creating that they are not celebrating any special occasions, you will select the Not Celebrating button. This will return you immediately to the SBC application. The Celebrations Application will note that the Guest has been asked about celebrations so in future sessions SBC will display an "X" in parenthesis to indicate that the Guest was previously asked about their celebrations. If you select the Add a Celebration button, the Celebrations Application will continue.

a la carte Your Role in Discovery

Why we need a la carte: We want to be relevant and provide the best options to our Guests. We need to maximize revenue and resource utilization in order to continue our growth and remain competitive and relevant to our Guests. We want to maximize the use of our tables, or recreation resources, to provide service to the most Guests. The more Guests we can serve the greater the opportunity to surprise and delight them. Why a la carte needs you: The a la carte application learns from every click you make in the application. The selections you make determine the offers that are returned. The science analyzes the information and looks for patterns of behavior. The a la carte application learns from what is selected and continuously adjusts to make better recommendations. This complex system can save you time and, at the same time, search every possible opportunity across Walt Disney World® property to provide offers that will satisfy your Guests' needs and exceed their expectations. All you have to do is trust the system and the science it uses to perform this valuable work for you.

Memory Maker The Basics

With Memory Maker your Guest can: Make sure everyone gets into the picture (You will get to see Mom on vacation too). Get those great Attraction photos (even the one where Dad is screaming). Focus on the Family and not the "focus." Get those amazing Character Dining pictures. Watch the transformation of your Little Princess or Swashbuckling Pirate while a Disney Photographer catches all the action. View the pictures the same day, make sure you got the perfect shot. Share with Family and Friends through MDX. Take as many pictures as you want and download them all for one great price. Capture all the Disney Magic at the best Photo Spots with the whole family!

Accessing Yoda

Yoda is accessed from the DRC Tab. DRC Tab > Cast Resources > YODA (Your Online Desktop Assistant) NOTE: The application will open in a new window.

a la carte What's in It for You?

You are in the driver's seat. You have influence over the application and have a say in the offers that it makes by teaching it through your actions. The sales process will be smoother and easier. The application will help you offer the right options, which means the Guest is more willing to say "Yes."

STS Understanding Assumptions and Take Action Ladder

You must always be conscious of your assumptions. To the right we have provided a visualization of a take action ladder. In this visualization you can see that we collect data then make assumptions. This is unavoidable but something we must always be aware of. Using our active listening skills to gather enough data to make sound assumptions is the key. Here are a couple points about assumptions: It is easy to draw assumptions that are incorrect without properly gathering data. Early assumptions kill relationships and sales. Asking questions and gathering more data reduces making poor assumptions.

Verbiage - Use Guest's Name

You must use the Guest's name at least once during the call. We recommend using the Guest's name at least three times throughout your conversation. By using the Guest's name at key moments during the call, this will help the Guest identify with you and show him or her that you regard them individually as a very important Guest or person. Given below are typical scenarios that you may choose to use a Guest's name during a phone: Scenario 1: CSP: Good evening. This is John. How may I assist you? Guest: Hi John! My name is Linda. Can you tell me how late the Magic Kingdom is open tonight? CSP: Certainly Linda. The Magic Kingdom is open until 9 p.m. this evening. Guest: Thank you very much! CSP: Thank you, Linda. Have a magical evening! Scenario 2 (Guest information appears in ALC): CSP: Good afternoon. This is Katie. How may I assist you? Guest: When are they showing Fantasmic! this week? CSP: Fantasmic! will be shown each night at 7 p.m. Guest: Thank you very much! CSP: Thank you Mr. Miller. Have a magical day!

Case Studies: Canceling Room-Only Inside 5 Days

You will now review Canceling Room-Only inside 5 Days by completing the Case Studies: Canceling Room-Only inside 5 Days Activity. Download the document and complete the activity. Bring your completed activities to the next web-cast session. Download the Case Studies: Canceling Room-Only inside 5 Days Activity here

Ask only on shops

booking and ticket orders

After searching Passport,

create a Guest Residence if one does not exist

After searching two times in Passport,

create the profile

Discovery

discovery choices Continue to Discovery will continue to collect the Guest's anticipated travel dates and travel party information via Passport before going to SBC for further steps. Go to SBC will directly launch to SBC. This option will only be used with Stand Alone Tickets which we will discuss in a later module. Cancel returns you to the Guest's Profile page, with the Reservations tab displayed. Click Continue to Discovery. This is the most direct method of initiating the discovery process. NOTE: The Discovery panel displayed at the top features fields for entering the Guest's requested travel dates. The lower ¾ of the panel is dedicated to constructing the Guest's travel party.

Room-Only Bookings Disney's Hilton Head Resort & Disney's Vero Beach Resort

https://hiltonhead.disney.go.com/ There are two resorts that can be booked as Room Only Reservations that are not located on Walt Disney World Property. We have had the opportunity to review one of these resorts: Disney's Vero Beach Resort. The second resort is location on Hilton Head Island, South Carolina. Disney's Hilton Head Island Resort. Click on the link below to review Disney's Hilton Head Island Resort.

Ticket Media Review

magic your way Non-package tickets The Hub path: Guest Tab > Tickets > Park Tickets - Policies, Procedures and FAQ > Procedures and Policies > Guest Policies Refer to the information on this page, including: Mail order Will call Please note that tickets booked as part of a package are fulfilled at check-in and are not mailed to the Guest.

Ticket Media Review

magic your way ticket overview The Magic Your Way Base Ticket is the starter ticket for Walt Disney World ® Resort and is available for two (2) to ten (10) days in length. The Magic Your Way Base Ticket includes Theme Park admission* per day for the number of days on the ticket to: Magic Kingdom® Park Epcot® Disney's Hollywood Studios™ Disney's Animal Kingdom® Theme Park * Except for activities/events separately priced. The Magic Your Way Base Ticket expires 14 days from first use and does not include Park Hopping or admission to other gated attractions, like Disney's Water Parks or DisneyQuest. Only one (1) Theme Park admission may be used per day. Guests may not visit multiple parks in the same day without the Park Hopper. Park Hopper® Option The Park Hopper Option allows Guests to come and go as they please through all four Walt Disney World Theme Parks on the same day, every day for the length of the ticket. This option is available at an additional cost. Water Park Fun & More Option With the Water Park Fun & More Option, Guests are entitled to individual visits to the following other gated attractions: Disney's Blizzard Beach Water Park Disney's Typhoon Lagoon Water Park DisneyQuest® Indoor Interactive Theme Park Disney's Oak Trail Golf Course (greens fees for one round of golf) ESPN Wide World of Sports® Complex (valid only on event days, some events require an additional charge) Disney's Fantasia Gardens Miniature Golf Course (before 4:00 PM) Disney's Winter Summerland Miniature Golf Course (before 4:00 PM) This option can be added to any Magic Your Way Base Ticket for one set price. The longer the length of stay of the Magic Your Way Base Ticket, the more visits you get to these exciting attractions!

Book Package with Ground Transportation Outside 45 Day Book a Walt Disney World® package with rental car-Same dates & Location

o book a Walt Disney World® package with rental car - same dates and location you should follow the directions listed below. On the SBC Travel Plan screen: Complete all necessary fields. Select the Guests traveling from the party summary. Click Continue. On the Discovery screen: Click to select the Car checkbox in the Travel Checklist section. Make the proper selection in the Tickets section. Click to select the Yacht Club Resort from the Walt Disney World Resorts section. Open the Vacation Interests screen. On the Vacation Interests screen: Select the appropriate travel party and interests. Click the Continue Reservation button. On the Discovery screen: Click Continue. On the Offers screen: Click the Freeze button for offer 1 to display the total package price with tax. Click on the Car hyperlink in the navigation panel. On the Car Requirements and Preferences screen: Verify the following: Dates have defaulted to the area arrival and departure dates Pickup and drop‐off locations have defaulted to "Orlando Int'l Airport" Enter the same pickup and drop‐off times. Because these Guests are arriving around 9:00am and departing around 12:00pm, 10:00am should be appropriate for both. Click Continue. On the Car Availability screen: Enter "1" in the Quantity field for the premium car. Click Continue. On the Car Option Selection screen: Select the CDW Insurance checkbox under Selection, since we have convinced our Guests that CRC insurance is a wise choice. Click Continue. On the Car Details screen: Verify that all details are correct and click Select. On the Offers screen: Click the Total button. On the Already Selected screen: Quote the total price of all components. Click OK. On the Offers screen: Click the Select button. On the Reservation screen: Review all reservation details. Click the New button in the Internal Notes section. On the Internal Notes - Create/Edit Notes screen: Type "ADV. CHANGE AND CANCEL POLICY...14 DAY INS POLICY...ADV DRIVER MUST PRESENT VALID DRIVER'S LICENSE AND CREDIT CARD AT PICKUP" in the Enter New Notes Info field. Click Add. Click OK. On the Reservation screen: Click Confirm All. Click No in the Do you wish to book DME now? pop‐up box. On the Accommodation Wrap‐up screen: Enter the date of the Guest's last visit to the resort. Click Continue. On the Car Wrap‐up screen: Verify that the correct Guest is indicated as the driver and request a car seat if required. Click on Coded Comments and select any applicable comment. Click Continue. On the Insurance Wrap‐up screen: Click Continue. On the Recap screen: Click the Return to Reservation button to post the deposit. On the Reservation screen: Click Post in the Deposit Requirements section. On the Advance Payment Posting screen: Make the proper selection in the Method of Payment drop‐down list. Complete the Credit Card #, Expiration Date and Post Amount fields. Click to select the Yes or No radio button to answer the question, "Use this credit card for charges incurred during your stay?" Verify the cardholder name and billing address. Click Process. On the Reservation screen: Click Confirm All. On the Recap screen: Recap the reservation. Click Exit to Siebel.

Enter new Email Address

or verify Existing Email Address

Passport Homepage

ou will have access to Passport via Citrix. At first glance you will notice the application displays a large Find Guest panel on the left below the Passport logo. In the middle panel the application may display a title list of system-wide announcements and a Quicklinks selector. The right side of the screen will display the details of the currently selected system wide announcement when appropriate. The right side will also display the specific Quicklinks group currently highlighted in the Quicklinks selector panel in the middle of the screen.