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When to assist a groups booking...

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When to assist a groups booking...
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15 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

<- Click on the audio to listen to the scenario

I will be happy to assist; unfortunately, I see you have a group reservation and we have a dedicated team for your booking.

I will be happy to assist with your booking your excursion.

2.

CATEGORIZE QUESTION

3 mins • 1 pt

Look at each request then drag and drop how you would handle each call assuming the booking is in a Group. Would you Assist or Transfer the call?

Groups:

(a) Assist

,

(b) Transfer

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3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

<- Click on the audio to listen to the scenario. After pulling up the reservation you noticed the reservation was booked with a travel agent, what would you do?

I will be happy to assist; unfortunately, I see you have a group reservation and we have a dedicated team that will be able to further assist with your upgrade request.

I will be happy to assist with your room upgrade.

I will be happy to assist, however, I see you booked this reservation with a travel agent. For any modifications on your booking you must reach out to them directly.

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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My friend and I are going with a large group and apparently everyone has decided to go to the adult only area when we're at Perfect Day at CocoCay. Can you help me get those tickets?

Since you are in a group I would be happy to transfer you to our Groups Department where there is a dedicated team to assist you.

Hideaway Beach is a great adult-only beach area. I would be happy to assist with your booking this experience for you.

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

<- Click on the audio to listen to the scenario.
After pulling up the booking, you realize the guest booked with a third-party company. What would you do?

I will be happy to assist; unfortunately, I see you have a group reservation and we have a dedicated team that will be able to further assist with your inquiry.

I will be happy to assist with your inquiry. Let me collect that payment for you.

Upon reviewing your booking, I see that the reservation was booked with a third-party company; unfortunately, I am unable to process the payment in your reservation. I encourage you to contact them directly for any payments or reservation modifications.

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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A guest calls and provides their booking number which pulls up the error message you see here. You should transfer this caller directly to Groups for assistance.

TRUE

FALSE

7.

DROPDOWN QUESTION

1 min • 1 pt

If you receive a call and the guest has a groups reservation you are able to assist with​ (a)   , ​ (b)   ,​ (c)   ,etc.

general information
shore excursions
Royal Gifts
name change
room upgrade
payment towards the booking
changing the sailing

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