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WorksheetsSSA Upskill Final
Total questions: 57
Worksheet time: 14hrs 15mins
TP George is requesting to book a Deposit group with 60 staterooms for his office. Who would you contact to see if this request can be approved?
RSS
A Supervisor
Revenue
MAX
TP would like to add a new booking to her group and it is past final payment. What would be the option date for the space Maria would like to add?
Names and money are due immediately
7 Days
We follow the current FIT option cycle
Final Payment Date
Tp Vincent is requesting to swap rooms between his clients reservations. One is a family of 2 and the other a family of 4, both rooms can sleep up to 4 guests.
Swap cabins across different occupancies within the same category
Swap a cabin for an unallocated cabin in the inventory
Swap cabins between bookings with the same CAT, OCC, and Price Code
Swap cabins across different categories with the same occupanies.
Tp Angie advised her guest are seeing better staterooms online. It's within the same category and they would like to change their room. However, the stateroom is not allocated to the group.
Swap a cabin for an unallocated cabin in the inventory
Swap cabins between bookings with the same CAT, OCC, and Price Code
Swap cabins across different occupancies within the same category
Swap cabins across different categories with the same occupanies.
Tp Collin would like to swap staterooms between four of his bookings. They are all double occupancy, booked in a SV, and they all have the same price.
Swap cabins between bookings with the same CAT, OCC, and Price Code
Swap a cabin for an unallocated cabin in the inventory
Swap cabins across different occupancies within the same category
Swap cabins across different categories with the same occupanies.
Tp Shelly advised she has two double occupancy staterooms held, categories 11 and 12. The guests are not happy with their staterooms and would like to swap between each other.
Swap cabins across different categories with the same occupanies.
Swap cabins across different occupancies within the same category
Swap cabins between bookings with the same CAT, OCC, and Price Code
Swap a cabin for an unallocated cabin in the inventory
True or false. When reinstating previous special faring you do not have to research the reason the special faring fell off the booking.
True
False
What is automatically sent 24 hours after the group creation?
Group Quote
Group Invoice
Group Confirmation
Group Information Packet
What part of a booking can an FCC be applied to? Select all that apply.
Taxes & Fees
Transfers and Hotels
NCCF
Base Cruise Fare
What is it called when we split a stateroom between multiple lines of inventory?
Segmenting
Maxing Out
Cross-Referencing
If FCCs have been issued, what is the remark that will be entered in the service history with the certificate number?
VB
GQ
BV
SR
Travel Partner Gina is requesting to add 2 more guests to her clients' double reservation. When you try to max out the stateroom you notice the price code is no longer available. She is concerned how this will affect the existing guest.
Gia, there is no need to worry we will protect the rates on guest one and two however, guest three and four will pay prevailing rates.
Gia, there is no need to worry we will protect the rates for all the guest to what the rates were when you initially created the reservations.
Gia, there is no need to worry everyone will be price protected to pay the third/fourth rate. If anyone cancels the rates will go to prevailing.
Gia, I will be happy to cancel and rebook all your guest at once, this will ensure everyone is getting the prevailing rates.
True/False: The Contact name and Call-in Agency phone number will automatically be added to the Service History of the group.
True
False
Travel Partner Paula would like to make the deposit payment on a reservation within her group. She provides the following credit card information:
Card Holder: Paula Patterson
Card Type: VA
Card #: 4387 7511 1111 1111
Exp Date: 12/24
Prior to processing the payment, what would you need to verify?
Verify that the DOB, Zip Code, and Pre-Cruise Info are complete; and if Paula Patterson, or a family member, is on the reservation.
Verify if the spelling of the names on the reservation match the credit card being used.
Verify the special needs and that the default email address is correct for the booking within the group.
What is the process of reordering docs?
Click the Document Icon, Locate correct booking ID, Rick-click and Select Reorder Docs, Type LMCC in the popup window, Press Enter
Type LMCR in the popup window, Press Enter, Click on the drop down menu next to the guest and select Edocs, Click on Functions and select More Options
Type LMCC in the popup window, Press Enter, Click on Functions and select More Options
Travel Partner Jerry called in to make the below request for her group.
They would like two ten tops, six eight tops, and five six tops
The guest would like to be near the window for dinner
Guest in Individual Reservation #53246 would like to dine with guest from the group their booking is #76541 Mr. & Mrs. Cucumber
Documentation Inquiry
Dining Messages
Service History
Dining Remarks Screen
Travel Partner Mar would like a report for her group. She would like to see if we have a report that lists her guests by the type of stateroom they booked and the dining time they are assigned. What report would you send to Bernadette?
Group Guest Manifest by Category
Stateroom Detail
Inventory
Group Guest Manifest by Last Name
What type of AFC would I need if tp carl notices that his expected commission is incorrect and when looking over the group sees bus transfers and ppgr for 6 people at group level?
a Balancing AFC
an Intransit AFC
a Refund Workflow
a Penalty Workflow
Travel Partner Nieva requested a refund of $600 because she double charged her clients' card. The refund is going back to VA 4532.
Select the appropriate remark to enter in the Service History.
OVP REQ of $600 to VA 4532 per TP Nieva double charge guest credit card
OVP PST of $600 to VA 4532 per TP Nieva double charge guest credit card
Per TP Nieva request OVP of $600
OVP REQ $6000 to VA 4352 per TP Nieva double charge guest credit card
Travel Partner Connie would like to transfer a booking into her group. The booking has Cruisecare Travel Protection and prepaid gratuities. What should you do to ensure that the booking retains both options once it is in the group?
Allow both options to fall off during the transfer process. Add prepaid gratuities once the booking is in the group and advise Connie the Cruisecare will be added back on within 1-2 business days.
Allow both options to fall off during the transfer process. Add prepaid gratuities once the booking is in the group and request Cruisecare through the webtool. Advise Connie it will be added back on within 1-2 business days.
Allow both options to fall off during the transfer process. Advise Connie that the prepaid gratuities and the Cruisecare will be added back on within 1-2 business days.
Allow both options to fall off during the transfer process. Request Cruisecare through the webtool and advise that it and the prepaid gratuities will be added back on within 1-2 business days.
Travel Partner Mary adds 2 double occupancy bookings to her group. After attempting to balance her group in the Dining Avail screen, it is determined the passenger count is off and the group is corrupt. Where would you go to next to balance the group?
Re-Create the Group and special fare
Call RSS, and they will escalate to IT if needed
Go to the Main Menu, and select Group Inventory Balancing
Go to the Main Menu, and select Group Air Balancing
Travel Partner Shallon would like to know what is the last date sailings are covered under the Cruise with Confidence policy. Please select the last sailing date covered under the policy.
12/31/49
12/31/23
03/31/22
06/30/22
If a TP calls and wants to go over his group as he is confused on payments, charges and expected commission. Where would you go to retrieve this report?
PDF Image Preview
iShare
Sharepoint
Legasuite
Travel Partner Leila has 20 sold staterooms in her group. Based on the standard TC ratio, she is earning 2 credits; however, she would like to earn more.
Which of the below statements can you advise Leila?
GAP points can be used to lower the Tour Conductor ratio
Your Sales representative can assist with changing the default TC for your agency
You cannot change the amount of earned TCs
Tour Conductor credits can only be increased by selling additional staterooms.
Travel Partner Bruce calls to request a report showing the balance due for each reservation within his group. Based on his request, which report would you send to Bruce?
GFS Stateroom Detail Report
GFS Payment Detail
GFS Inventory Detail
GFS Summary Report
Travel Partner Ashley calls extremely frustrated because the funds on one or her reservations within the group were not cross-referenced correctly. Ashley advised that the payment made for reservation 123456 should have only gone to the first guest.
In order, what are the steps you would take to cross-reference the funds correctly?
Select both guests to uncross-reference the funds, Right click and select delete, Highlight the guest to cross-reference the funds, Right click and choose select , Enter the amount to be cross-referenced , Select OK, Select F2 to Post
Right click and select delete, Right click and choose select, Enter the amount to be cross-referenced , Select F2 to Post
Highlight the guest to cross-reference the funds, Right click and choose select , Select F2 to Post
TP Sasha wants to add GTP to her entire group but does not have names yet, what would you advise?
my apologies I am not able to confirm GTP on the group without names. I would be happy to remark the group, this will prompt the next agent to add it once you call back with names.
I will be happy to process your request. I will leave the GTP at group level. Please call us back with the names to add the cost to the bookings. I will also remark the group with your request.
my apologies I am not able to confirm GTP on the group without names. I would be happy to remark the group, however, you will have to send a follow-up email to your Partner Advocate with the request.
Hi this is Sasha from Medi Travel. Can you please send me an email showing the inventory and payments on my group.
What's the best invoice to send Sasha?
Group Invoice (GFS)
Group Payments and Inventory
Booking Invoice
Group Confirmation
Travel Partner Nikki repriced one of her group reservations, the rate has increased. What should you do to ensure the correct GTP rate is applied to the booking?
Quote the updated GTP cost and contact the GTP desk to get the correct charges applied.
Quote the updated GTP cost and send an email to celebrityGTP@celebrity.com, the GTP team will make the adjustments and send the updated confirmation.
Quote the updated GTP cost, cancel the existing rate through the webtool and submit for an update. Once completed a confirmation will be sent.
Travel Partner Flavio is requesting to add a Family Oceanview w/Veranda to her group. What steps should be taken to check availability?
From Groups Review Maintenance: Click on the Green Door -> Disabled Cabins -> Type in the category you are looking for -> BSF room will display
From Multiple Category Availability: Right Click and select View Cabin Pricing -> Click All Cabins -> Look for rooms with BSF in the Stat column
From Bookings Amendments: Cabin Availability -> Click All Cabins -> Look for rooms with BSF in the Stat column
When cancelling a triple occupancy booking in deposit penalty, the system automatically assesses the correct amount.
True
False
Travel Partner Betty calls to create a group for next year. After creating the group, Betty would like to know when she will receive her group confirmation. What will you advise Betty?
Your Group confirmation will be sent in 5-7 business days
Your Group Confirmation will be automatically sent within 48 hours
Your Group Confirmation will be automatically sent within 24 hours
You will need to call back tomorrow to request your Group Confirmation
Who would you contact if a Travel Partner requests a group of more than 200 staterooms for an Affinity or Promotional group?
Revenue
High Complexity Desk
Supervisor
RSS
Travel Partner Jeff is booking a group of 24 guests and is unsure what the best dining option would be for them. They would like to dine together some nights, but would also like to do their own thing on some evenings. They like the appeal of Celebrity Select, but are unsure if it’s the best fit for their group. What would you advise Jeff?
Not selecting a dining option would work best for the group. They should instead utilize our Specialty Restaurants to dine together on some evenings, and use the Oceanview Cafe on other evenings.
Celebrity Select would be the best option, allowing the guests to choose what nights they would like to sit together, and what time they would like to dine, while still allowing flexibility to dine in other locations, or other in the main dining room, on other evenings.
The group would have to choose one of the traditional seating options and would be required to dine together each evening of the sailing since Celebrity Select is not available for groups.
Traditional seating would be the best option, allowing the guests to have assigned seating in the main dining room each evening. They would be able to sit together on the nights of their choosing and be able to utilize other dining options, apart from the main dining room, on any other evening at their leisure.
Travel partner Kiki would like to upgrade her client's reservation to a higher category after final payment. The new category is a base of $894 per person and the original rate on their booking is $1056 per person. What do you do?
Add an OBC to the booking for the difference between the new and original rates.
Advise Kiki that no changes are allowed on the price of a booking after final.
Set up a refund for the difference between the original and new rates.
Offer a complimentary upgrade with no reduction in cost. Special fare the booking up to the rate they were originally holding.
In order to successfully complete swapping the below staterooms what should be done?
Press F9, and then select swap the bookings
Press swap, then select yes and press enter
Press swap, then select no and press enter
Press Ok, then press swap and then enter
Travel Partner Grace is calling to advise that she made a payment online and closed her browser before being able to allocate her funds. You advise Grace that you would be happy to assist her with the cross referencing of her funds. Based on the below screenshots, what amount would you enter for each field to correctly cross reference the funds? Please note, indicate the amounts which would pay the booking to gross.
Val ADD 55.00 each
Amtx: 2119.53 each
Val Add 0.00 each
Amtx: 4329.06 each
Val Add: 55.00 each
Amtx: 900.00
Travel Partner Harry is inquiring on the total refunds on his group. Use the screenshot below to answer the question.
$100.00
$10,000.00
$900.00
$1,500.00
Travel Partner Jessica called in to tag her guest for dining they are a celebrating a birthday on board and they would like to have the same waiter each night.
Use the screenshot below to select the most appropriate response.
Jessica, I see the majority of the dining held is for Celebrity Select. Since your group will be larger than 10 people we will not be able to seat them together. You can send an email to celebritydining@celebrity.com to have your request confirmed.
Jessica, I see the majority of the dining seats held is for Celebrity Select. Since your group is larger than 10 we will not be able to seat them at one table. We could split the group in two and have them seated next to each other.
Jessica, I see the majority of the dining seats held is for Celebrity Select. Since your group will be larger than 10 people we will not be able to seat them together. I would recommend switching to 8:30 pm, this way you will be able to tag the reservations.
Jessica, I see the majority of the dining seats held is for Celebrity Select. Since your group will be larger than 10 people we will not be able to seat them together. I would recommend switching to 6:00 pm, this way you will be able to tag the reservations.
Travel Partner Kelly calls wanting to know if her group has any money at group level. Based on the screenshot below, what would you advise?
$2,240 is at the group level
$16,090 is at the group level
$13,850 is at the group level
$0.00 is at the group level
Travel Partner Eliza would like to know if she will receive the TC for her bookings directly from Celebrity, or they will be issued by her headquarter agency. Based on the screenshot below, what is the correct response?
Issued to her directly from Celebrity
Issued to her by her Headquarter Agency
More information is needed to determine this
Travel Partner Grace is calling to advise that she made a payment online and closed her browser before being able to allocate her funds. You advise Grace that you would be happy to assist her with the cross referencing of her funds. Based on the below screenshots, what amount would you enter for each field to correctly cross reference the funds?
Pax 1: 1980.91 amtx 55.00 valadd
Pax 2: 1882.91 amtx 55.00 valadd
Pax 1: 1980.91 amtx 55.00 valadd
Pax 2: 1980.91 amtx
55.00 valadd
Pax 1: 1882.91 amtx 55.00 valadd
Pax 2: 1882.91 amtx
55.00 valadd
Pax 1: 1980.91 amtx 00.00 valadd
Pax 2: 1882.91 amtx
00.00 valadd
Hi! This is Marty from Costco Travel. Could you please advise on the gross balance due of my booking?
Use the image below to answer the question.
$5,177.00
$3,870.17
$960.00
$6137.00
Travel Partner Ellis was advised that he could not transfer some of the bookings his agency has in FIT into their groups; however, he does not understand why. What would you advise for each of the below bookings?
The booking does not have the full group deposit.
The booking is in WL status.
The sailing is a code red sailing.
Travel Partner Ellis was advised that he could not transfer some of the bookings his agency has in FIT into their groups; however, he does not understand why. What would you advise for each of the below bookings?
The booking does not have the full group deposit.
The booking is in WL status.
The sailing is a code red sailing.
Travel Partner Ellis was advised that he could not transfer some of the bookings his agency has in FIT into their groups; however, he does not understand why. What would you advise for each of the below bookings?
The booking is in WL status.
The booking does not have the full group deposit.
The sailing is a code red sailing.
Travel Partner Kelly calls wanting to know if her group has any money at group level. Based on the screenshot below, what would you advise?
$0.00 is at the group level
$925 is at the group level
$3675.96 is at the group level
Travel Partner Shelby is considering to cancel the below reservation in 75% penalty.. She would like to know what her penalty would be if she cancelled today.
$2451
$2361
$1000
Travel Partner Malik is requesting to add an Accessible stateroom to his group.
To successfully add an accessible inventory to a group, a 'Y' must be entered into the ACS field in the Inventory Summary screen.
True
False
Travel Partner Mark called in on booking 464215. What is different about this booking?
This is a consecutive cruise booking
This booking as ChoiceAir
This is an Interport booking
This is an accessible stateroom
Travel Partner Kate is requesting to transfer individual booking 479617 into her group. The guest would like to keep CruiseCare.
What should be done to confirm the request? Use the screenshot below to answer the question.
Place a Y in the Transfer (Y/N) field, the system will remove the CruiseCare. Kate will have to contact Aon directly to have it re-added.
Place a Y in the Transfer (Y/ N) field, return to Individual Reservations and remove the CruiseCare, this will prompt the GTP team to re-add it within 1 to 2 business days.
Place a Y in the Transfer (Y/N) field, the system will remove the CruiseCare and prompt the GTP team to re-add it within 1 to 2 business days.
Place a Y in the Transfer (Y/N) field, the system will confirm the CruiseCare and prompt the GTP to re-add it. This will be done within 1 to 2 hours.
Travel Partner Ross would like to make a reservation for his clients. His clients would like to book a Concierge Class stateroom and apply their Captain’s Club Select Member Upgrade benefit. You determine both C2 and C3 categories are still open for Groups. Based on the screen shots below, what berthed category and stateroom total would you give Ross?
C2, $4696.38
C3, $4120.70
C2, $6696.38
C3, $4696.38
Travel Partner Jason is calling to tag his guests for dining. 4 are on Celebrity select and 4 are on 6 PM dining. Can his requests be accommodated?
Yes, his request can be accommodated for the guests who are confirmed on 6:00 pm dining. We will have to reach out to dining for assistance with the dining time request for the guests who are confirmed on Celebrity Select.
Yes, his request can be accommodated for the guests who are confirmed on 6:00 pm dining. Guests confirmed for Celebrity Select will be able to make their dining reservations through Cruise Planner or onboard.
No, his request cannot be accommodated, there is a booking still in GTY status. Once the stateroom is assigned the PA for the group will be able to process the request and send a fax confirmation.
If an FCC is redeemed and not all of the value is used, what happens to the remaining value?
The remaining amount will be refunded to the guest's last form of payment
If the guest requests, we can issue the remaining amount as a goodwill gesture FCC.
The remaining amount will be automatically issued as a residual FCC.
Nothing, FCCs have to be used in full. Any remaining amount is forfeited.
Based on the screenshot this FCC was shared between guests on the booking. True/False?
True
False
What is the remaining amount on this FCC?
$1098
$256
$878.40
Based on the screenshot, what was held in penalty?
$558
$374.92
$0.00
