ATRI Empowerment & Missing Perks

What is the main purpose of the policy outlined for Guest Relations representatives?

• To provide faster resolution to a guest concern or inquiry

• To increase the number of guest complaints

• To reduce the number of staff members

• To increase the cost of services

Answer explanation

The main purpose of the policy for Guest Relations representatives is to provide faster resolution to guest concerns or inquiries, ensuring a better experience for guests.

What is the maximum Future Cruise Credit percentage that a Guest Relations Director can offer?

• 20%

• 30%

• 50%

• 75%

Answer explanation

The maximum Future Cruise Credit percentage that a Guest Relations Director can offer is 75%. This allows for significant compensation to guests, enhancing customer satisfaction and loyalty.

What is the value limit for OBC's/Refunds/Complimentary merchandise & services that a Front Desk Manager & Retreat Manager can offer?

• $200.00

• $300.00

• $500.00

• $1000.00

Answer explanation

The value limit for OBC's/Refunds/Complimentary merchandise & services that a Front Desk Manager & Retreat Manager can offer is $500.00, making it the correct choice among the options provided.

Which position is allowed to offer a Future Cruise Credit of up to 30%?

• Guest Relations Director

• Front Desk Manager & Retreat Manager

• Assistant Front Desk Manager

• Remaining Direct Reports, Guest Relations Officers & Junior Guest Relations Officers

Answer explanation

The Assistant Front Desk Manager is authorized to offer a Future Cruise Credit of up to 30%, distinguishing it from other roles listed, which do not have this specific authority.

What is the maximum value for OBC's/Refunds/Complimentary merchandise & services that Remaining Direct Reports, Guest Relations Officers & Junior Guest Relations Officers can offer?

• $200.00

• $300.00

• $500.00

• $1000.00

Answer explanation

The maximum value for OBC's/Refunds/Complimentary merchandise & services that Remaining Direct Reports, Guest Relations Officers & Junior Guest Relations Officers can offer is $200.00, making it the correct choice.

What should be recorded in detail within the guest log?

• All service recovery and gestures

• Embarkation day procedures

• Missing beverage packages

• Crew member activities

Answer explanation

The guest log should detail all service recovery and gestures to ensure that any issues are documented and addressed, enhancing guest satisfaction and service quality.

What should a crew member do immediately when a guest presents a missing beverage package?

• Apologize for any inconvenience

• Place the appropriate sticker on the Guest’s Seapass card

• Take the guest's name and stateroom

• Report to their supervisor

Answer explanation

When a guest presents a missing beverage package, the crew member should immediately place the appropriate sticker on the Guest’s Seapass card to ensure they receive the correct service and avoid further inconvenience.

What should a crew member do after logging the guest's name and stateroom for a missing beverage package?

• Apologize for any inconvenience

• Follow up through all avenues of information

• Report to their supervisor and/or record this in Guest Log

• Seek advice from The Engagement Center

Answer explanation

After logging the guest's name and stateroom for a missing beverage package, the crew member should report to their supervisor and/or record this in the Guest Log to ensure proper follow-up and documentation.

What should Guest Relations do if there is no entitlement to the beverage package?

• Offer a free upgrade to a suite

• Inform the guest that the value of the drinks will be waived and offer to purchase the remaining days of the voyage

• Provide a complimentary meal

• Offer a discount on future cruises

Answer explanation

The correct action is to inform the guest that the value of the drinks will be waived and offer to purchase the remaining days of the voyage, as this addresses the lack of entitlement while providing a solution.

What should be verified for repeating behavioral patterns?

• Guest's dietary preferences

• Previous Guest history

• Guest's travel itinerary

• Guest's room service orders

Answer explanation

Verifying the Previous Guest history is essential for identifying repeating behavioral patterns, as it provides insights into past preferences and behaviors that can inform future interactions.