APAC Resolutions Written Assessment Review

If you need to ask about specific stateroom layout and if it will accommodate more than 1 Play Yards, you would need to email the Access Department

• True

• False

Answer explanation

We need to mail to the Hotel Director/ Chief Housekeeper

Under QMS, RRS has the empowerment to waive cancellation charges for death of immediately family member. What would be an alternative solution(s) other than waiving penalty?

• 
  Listen, empathize and offer a change of sailing with no change fee/penalty

• Offer to issue a Future Cruise Credit for a future credit.

When protecting the commission in a 100% penalty period on a reservation, the system will give you an error if you reduce the cruise fare prior to protecting the commission.

• True

• False

What is a more helpful and appropriate way to say- "I am not able to....."

• "Unfortunately, all we will be able to do is..."

• "I am truly sorry; however, I am not able to..."

• "I would be happy to offer you...."

• "I understand, but i am not able to ..."

From the reservation system, you will click on __________ when releasing a family stateroom.

• Specific Cabin Inquiry
• All Cabin Availability
• Cabin Status
• Specific Cabin Avail Maint

Enter the 3 letter status code you will see when a family stateroom is available but not in general inventory?

What is the three letter special faring code used when applying price protection for the accessible stateroom price protection policy?

• APP

• PPT

• ACS

• ASF

To determine an acceptable compensation for a service failure, you can view Siebel 360 in order to view their Crown and Anchor status.

• True

• False

In order to set up an OVP, what must be on the booking?

• Original Payment posted

• 
  Commission

• Full Credit Card Number in Payment Inquiry

• Full Names and DOB

Cole needs to add 2 rollaway beds to his room in his Infinite Veranda, you tell Cole you need to check to see if the room can hold that amount of rollaways, who do you contact?

• Cabin Specific Detail Screen

• Call Revenue

• Email the hotel director/chief housekeeper of the ship

• Call Groups