How to Partners: The Last Supper in Milan

Related Topics

• DMC PARTNERS
• How to Handle Partner OTGs

FAQ

• IMPORTANT - The Museum decides how and when to release tickets. Tickets are released at random and sporadically with no pattern SO WE CAN NEVER CONFIRM THE TIME ORIGINALLY REQUESTED BY CLIENTS THEY NEED TO BE FLEXIBLE
• We are free to be as flexible as we can on our side with confirming these tours. Consider this a super 'Save a Tour'!
• Giacomo is very much responsive and easy to work with. He usually replies to our email the day after our request
• We use Giacomo’s WhatsApp only for emergencies
• He doesn’t like when we contact their guide but they are ok with clients contacting them
• Giacomo is our source of truth for car pricing, additional services, custom tours he arranges everything on our part
• We always need birthdates in order to buy tickets: they are not necessary at the moment they book tickets, but they are mandatory once they confirm them. This means they may be not necessary for bookings long in advance but it's better to have them for last minute requests. The rules change very often about passport info: that's why we request them anyway (as they might implement it suddenly and we would have to reach out to all clients again).
• ALWAYS make sure the meeting point is updated and the itinerary sent
• the meeting point is dependent on the ticket time
• All cancellations go directly through Giacomo and not through guides.
• We offer this tour all days, but on Wednesday the Pinacoteca Ambrosiana is closed, so that venue is switched with Sforza Castle (Sala delle Asse).
• CLIENTS NEED TO HAVE THEIR TICKETS ON THEIR PHONES (Starting November 2024):
• For safety reasons and passport control, it is really important that each person has his/her own ticket, so we will send them before the tour.
• Of course parents can also have tickets for children.
• It is better NOT to print tickets, but to have the digital ones instead.
• When tickets are purchased by Context instead of MilanoArte, we need to create a single file for all of them and send them already separately to the clients.

How to Fulfill

• When a booking comes through our system, we first must review the order; check client’s notes and make sure there are no double bookings or date/time overlaps
• We request a guide via email tour@milanoarte.net.
• The C/AX team has a task to ask clients for their alternate availability. If those are already noted on the order, please send them with the initial booking request.
• Leave an order note saying tickets and guide have been requested with Front Link as well as comment on the initial task and mark as complete complete.
• At this point, Giacomo will reply saying he is working on it. He has until 1 week before the tour to find the tickets.

Option A: Giacomo finds the tickets, he will let us know in an email. We have 3 things to do:

1. Change the time (if applicable):
1. Move the start time of the tour accordingly by going into the scheduled walk
2. Change the time and set Context as the requester.
3. Uncheck the notify client box
4. Leave a RESCHEDULE REQUEST task for CX/AX with the following: “Time changed due to LS tickets. Please inform clients and send new confirmation”.
2. If tour is on a Wednesday
1. If Giacomo confirms the Last Supper, but the tour is on a Wednesday, he will tell you that they will go to Sforza Castle instead of Pinacoteca Ambrosiana.
2. While leaving the reschedule task, inform CX/AX: "Tour is on a Wednesday, so Sforza Castle will replace Pinacoteca Ambrosiana as the museum is closed on Wednesdays. Please reimburse the Pinacoteca Ambrosiana tickets and add Sforza Castle tickets instead."
3. Assign the guide
1. Partner guides do not have admin access - we DO NOT want to send them an sms or email!
2. Check off the sms and email boxes BEFORE assigning
3. Find the specific guide's name on the assignment list
4. On the right side of their row, select the 'assign' button
5. Then select the green check mark next to their name - this will accept the assignment on their behalf
4. Update the MP in the confirmation
1. Giacomo will tell you in the email where the tour will start. There are 3 options depending on the ticket time. He will tell you which one it is.
2. Open the “meeting point” section in the sched walk in a new tab.
3. Copy ALL of the information in the sched walk page and paste it in the new tab.
4. Paste the address in the top line
5. Copy and paste one of these options in the confirmation:

MEETING POINT:

Option 1: You will meet your expert guide in front of the Last Supper Museum, which is located at Piazza Santa Maria delle Grazie, #2.

Option 2: You will meet your expert guide in front of the Pinacoteca Ambrosiana. Piazza Pio XI, 2, 20123 Milano MI

Option 3: You will meet your expert guide at the entrance of the Sforza Castle. The exact address is Piazza Castello, 20121 Milano MI, Italy.

6. Save and go back to the sched walk page and refresh to see if it’s updated correctly.
7. Complete related tasks

Option B: Giacomo does not find tickets, he will let us know in an email. We have 3 things to do:

1. INFORM CLIENTS:
1. Leave a task for CX with the following:
1. CX: Last Supper [date]: unfortunately, no tickets available for this day or the alternative dates. Please:

email clients with this email template

propose the alternative itinerary without Last Supper tickets called Leonardo Da Vinci in Milan

Please let us know what they say. Thank you!

2. Update your task and inform Giacomo that we offered the alternative itinerary to the clients
3. Wait for client's reply:
1. If clients agree with the new tour, CX will cancel the Last Supper tour and add the Leonardo tour to order. Make sure the new itinerary is sent to clients.
2. If they reject, CX will cancel the order.
3. In both cases, inform Giacomo via email

ADMINISTRATIVE INFORMATION

Cancellation policy

- 15 days to 48 hours before the tour: 50% refund (less any non-refundable costs)

- Less than 48 hours before the tour: no refund (excluding costs not paid yet)