Review 1st day

This department handle groups of bookings of more than 8 staterooms

• RSS

• Air2Sea

• Groups Department

This desk resides within the Reservations department and its purpose is to support Cruise Representatives.

• RSS

• RRS

• Loyalty

When does a booking courtesy hold expire?

• 5:00 pm EST

• 10:00 pm EST

• 11:00 pm EST

Is proper to say post cruise in a call?

• True

• False

Support department that handles the financial transactions of the company

What's the meaning of G.O.L.D Anchor Service? Select all if is applicable

• Greet and Smile

• Own the Guest Experience

• Deliver the WOW

• LOOP in the service

Agent uses all required parts of an introduction and maintains enthusiasm throughout the call

• Empathy

• GOLD Service

• Opening

• Presentation

Agent uses their knowledge of the guest's needs to offer relevant solutions

• Opening

• Active Listening

• Acknowledgment

• Presentation

Agent ask for the sale or offers a relevant solution to an identified objection

• GOLD Service

• Empathy

• Presentation

• Closing

This desk handles any customer service call from the moment the guest has checked in

• Royal Guest Experience Management

• Royal Project Coordinators

• Sales Support

• Strategic Travel Agent Relations