*RCI - Casino Resolutions Review Day 3 07/04/24

CRS can add/offer Amenity for 35 USD with no Sup/Manager's approval needed

• TRUE

• FALSE

(a)   % of Original Price with no approval needed  

• Protect rate with confirmed RCI error

Goodwill Onboard Credit for Casino bookings

• $50 - $200 OBC range 

• Up to 5% of Gross - no approval is needed  

• Over 5% of Gross - SUP/MGR approval needed · 

• $50 - $250 OBC range 

CRS can offer change of S/SD for expired offer regardless of the reason of the guest.

• TRUE

• FALSE

Match the following

• Rescuing in a timely manner

• Guests always want to be assured that someone will take charge of their concern when things go wrong. You must take ownership of every step from initial call up to an available resolution. Remember, you are empowered 

• Review and Educate

• As Casino Resolutions (CRS), you should always be available to extend a helping hand. Whether it is an assistance your peers are asking and immediate escalation that needs to be taken.

• Own the responsibility

• take a deep dive to what the situation is to understand guest’s frustration and educate them of the correct process and policies

• Empathy

• go beyond an apology, make them feel they are being heard, valued and that you genuinely care for them

What does ownership mean to you? 

What is Monetary and Perceived Value?

Complete the phrase : Quit Taking it (a)  

for full refund for bookings` cancelled after FPD exception

documentation is required for reasons related to death

• TRUE

• FALSE

CRS can assist with price protect taxes and fees regardless of the day of sailing.

• TRUE

• FALSE