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Does the diagram meet the requirements for minor berthing assuming all guests in room 8051 are minor children traveling with their parent/legal guardian in room 8048?

• Yes

• No

Guest Mary calls to cancel the third and fourth guests on her booking within 100% cancellation period.  The first and second guests, Mary and her husband, will still sail. What cancellation charges, if any, will be assessed?

• Cancellation charges will be assessed for all guests

• There will be no charge, since the first and second guests will travel

• Cancellation charges will be assessed for the third and fourth guests

• Since the first and second guests will travel, the cancellation charges for the 3rd and 4th guests will be applied to the booking as a non-refundable OBC

When finished adding information or correcting a returned workflow you must put the workflow into which status?

• Resubmit

• New

• You don't change the status, you click the Submit Workflow button

• Closed

Type of Service Recovery with when it is appropriate to use.
Choose all the correct ones.

(Multiple choice options)

• Always! It's simple and should be considered when it is a Complaint vs. a Service Failure.​--- Apology

• Issue that is not under QMS Policy and has been discussed with your supervisor. --- Price Adjustment

• After you have apologized, work to resolve through an email to another department, correcting errors on the reservation or researching the issue to the fullest. --- Fix the Problem

• Issue created as a result of RCI failure. Make sure the offer is appropriate to the situation. --- Special Amenity or Onboard Credit

• Always! It's simple and should be considered when it is a Complaint vs. a Service Failure.​ --- Special Amenity or Onboard Credit

It's okay if a guest doesn't have all names available when they book a family stateroom.  We can use a TBA as a temporary placeholder to secure the stateroom.

• True

• False

Use the screen shot below to answer the following question.

A total of ____________ has been requested to be refunded on this reservation.

• $140,500.00

• $145.00

• $14,500.00

• $1,405.00

When does ownership of a call begin?

• It begins the moment I take the call

• It begins once I understand the situation and I know that I can assist

• It begins once I have begun researching the situation

• It begins once the solution is acted on

You are servicing an escalated call to have the funds on a booking refunded. 

Using the image below what fields should be completed?

• Attribute Name/ Reason Code/ Amt/ Form of Payment/Reapply Booking #

• Attribute Name/Reason Code/ Folio Dispute Type/Amt/Form of Payment/Last 4 Digits of CC/

• Attribute Name/Reason Code/Amt/Form of Payment/Last 4 Digits of CC/ Comments

Choose the correct type of workflow with the correct scenario

(Multiple Choice options)

• You received an escalation that the deposit penalty is calculating less than the required amount.  --- Withhold

• A request was made to cancel a reservation and have penalties placed on another booking. --- Reapply

• Direct Guest Andrea cancelled the booking within 24 hours --- Refund

• A request was made to cancel a reservation and have penalties placed on another booking. --- Withhold

• Direct Guest Andrea cancelled the booking within 24 hours --- Reapply

Mike really enjoyed his last cruise, and would like to purchase several $50 gift certificates to give to some of his employees as a holiday bonus.  What would you advise Mike?

• Gift certificates can be purchased on our website, and can be applied toward the purchase of a cruise or an onboard credit.

• Gift certificates can be purchased in any amount on our website.

• You can only purchase gift certificates for your employees, only after they have booked.

• You can purchase gift certificates, only if they are to be used for onboard credit, not for the cruise fare.