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WorksheetsDepartments within Royal
Total questions: 15
Worksheet time: 11mins
Where do agents transfer calls when a caller specifically asks to have the call escalated?
Resolutions
Individual Reservations
Celebrity Cruises Engagement Center
Emergency Travel Team (ETT)
Which agents can take calls for Royal Gifts?
Reservations
Individual Reservations
Guest Sales & Service Admin
Emergency Travel Team (ETT)
Which agents work closely with Crown & Anchor members?
CruisingPower
Individual Reservations
Crown and Anchor Society
Emergency Travel Team (ETT)
Which desk handles calls for guests that are having difficulties with their online check-in?
Resolutions
Individual Reservations
Guest Experience Management (GEM)
Emergency Travel Team (ETT)
What department handles bookings for more than 8 staterooms at a time?
Resolutions
Guest Experience Management (GEM)
Groups
Emergency Travel Team (ETT)
What department creates and services reservations for Direct Guests?
Consumer Outreach
Emergency Travel Team (ETT)
Resolutions
Guest Experience Management (GEM)
What department handles day of sailing issues for our guests with flight interruptions?
Guest Sales & Service Administration
Individual Reservations
Resolutions
Emergency Travel Team (ETT)
Who builds relationships with top producing Travel Agencies, handling all aspects of a booking?
Resolutions
Guest Sales & Service Administration
Individual Reservations
STAR Agents
What department handles Guest and Travel Partner concerns on bookings after the sail date?
Guest Experience Management
Individual Reservations
Guest Sales & Service Administration
Resolutions
Who coordinates special requests for Guests with Disabilities, conditions, or dependencies?
Guest Sales & Service Administration
Individual Reservations
Access
Celebrity Cruise Engagement Center
What department within Air/Sea handles special air requests?
Air2Sea
Guest Sales & Service Administration
Individual Reservations
Guest Experience Management
Who is responsible for taking calls for Brochures, Canadian Credit, Back to Back Cruises, etc?
Guest Experience Management
Guest Sales & Service Administration
Resolutions
Individual Reservations
What agents are trained to handle almost any Travel Agency call, rarely needing to transfer?
Guest Sales & Service Administration
STAR Agents
Individual Reservations
Resolutions
What department handles sales and service for Direct Guest bookings?
Individual Reservations
Guest Sales & Service Administration
Consumer Outreach
STAR Agents
Which department handles concerns from a guest once they have checked in at the pier?
Guest Experience Management
Resolution Sailing Specialist
Cruise Enhancement Desk
Sales Support
