Sunday, May 5, 2013

Conquering Concierge: Concierge Class Day 2

photo credit
Monday April 22, 2013

Destination Concierge (Day 2) 0830-1700

We had a new instructor join our class for Monday and Tuesday (we had to say goodbye to our original after Sunday's class, so there were still just 2 instructors). He introduced some games to our class. It was such a great idea because class can be...well, a lot like class.  The games would get us up off our chairs and let our minds wander onto something else for a while.

Today we covered more information about ticket sales. The funny thing about selling tickets, is that we've always been capable of doing it as cashier....we just never thought to venture into it. LILO is the system we used to check in guests. In each reservation there is a button for tickets just at the bottom the screen. You just click on that and a whole new world....of possibility opens up.

I basically know anything you'd ever want to know about Disney Park tickets. The basic business rule is 14,14, Sign, which means ticket entitlements expire 14 days from the date of first use. Guests have 14 days from the first use in order to upgrade their tickets (as long as there are still entitlements remaining). Guests need to sign the backs of their tickets (honestly resorts I am very bad at remembering to remind my guests of this, but I assume they will make you at the parks if they notice).

Biggest Takeaways
  • Military tickets must be bought at Shades of Green
  • Resorts can query tickets purchased prior to 2005
  • At the resorts we can put an old tickets onto your room key (as long as you don't have tickets on your reservation already).
  • Current resort guests can upgrade their tickets (within the 14 days) even if there are no entitlements remaining
  • Guests can pick up their park tickets (from a package) 10 days in advance of their reservation. Yay more playtime!
  • Disney refers to Disney enthusiasts as worldphiles. If you are reading this blog you are probably a worldphile. I prefer Kingdom Hoppers ;p


  1. Thank you so much for all your concierge posts!
    I'll be doing the DCP as a concierge starting this June and all your posts gets me more excited to start! :)

  2. I'll also be doing the DCP (in August), as concierge too. It seems like so much to learn! Any idea how long the training is compared to other roles? Do you start as front desk and then move?

    1. Lyanne,
      Good luck! Let me know if you have any questions. I'm excite for you

      Kayla, there is a LOT to learn, but you will have a lot of training. And also your other Concierge CMs will be a great resource.

      Compared to other roles, there is a lot of training. As a lifeguard I had 3 days class, 1 day recreation orientation, 2 days on the job (OJT), and .5 test out day (6.5 days total). For Concierge you will first be trained as Front Desk, which is 1 day lodging orientation, 3 days class, 5 days OJT (9 days). You'll then have at least 10 Front Desk shifts (probably more), and you'll head back to DU for Concierge training. Concierge training is 3 days class and 5 days OJT (8 days).

      And then once you're really done training and you're on the desk by yourself, that's when the real learning process begins. I've just finished all my training a few days ago, and I officially transferred March 10th!