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WorksheetsFinal Assessment
Total questions: 55
Worksheet time: 14hrs 45mins
Hello, Carl here from Next Travel. My client is a part of a group and I am interested in booking a family stateroom for their family of six.
How would you determine which family stateroom numbers are available to book?
You cannot determine this. Contact Resolutions so they can access the inventory.
The process of booking and servicing family/ultra spacious staterooms is open to Travel Partners via all booking channels, including our consumer website and online booking engines.
Click on the One Departure tab & available staterooms will be shown with BSF status.
You cannot determine this. Contact your supervisor or team lead for assistance.
Travel Partner Jordan booked a category XB balcony guarantee for his clients on the Anthem of the Seas. His clients are upset because their stateroom is obstructed.
Please select the best response below.
I'm sorry your clients are upset but they chose to take that risk. To make up for any frustration I can offer them an Onboard Credit for the difference in price between our lowest non-obstructed room and the category they were assigned to.
We apologize for any confusion and we want to assure that your clients enjoy their cruise. Due to our balcony guarantee guidelines, I can put them back to a Guarantee status to see if they can be reassigned a non-obstructed room or possibly an upgrade to a suite.
I'm sorry to hear your clients are upset about their stateroom assignment. When a promotional guarantee is booked we can't guarantee a specific location or if there is an obstruction. I'd be happy to check availability and pricing for categories with a stateroom assignment or upgrade
Direct Guest Brandom is calling to get more information on her upcoming cruise on the Harmony of the Seas next month. She would like to make some of her show reservations before she arrives onboard. What would you advise? Choose all that apply.
Show reservations can be made day 1 through the Royal App.
Show reservations can be made at the Theater 15-30 minutes prior to the show.
Reservations are no longer needed for shows.
Show reservations can be made by calling our Virtual Box Office by dialing 2323 from the stateroom phone.
Which of the following self-service features are available in the Partner Express tool on CruisingPower?
Cancel a booking under the COVID-19 Cancellation policy
Request a Future Cruise Credit
Apply a Future Cruise Credit
Transfer a Future Cruise Credit
Best Price Guarantee requests
Travel Partner Brad is part of an independent agency who has chosen with work through one of his local Canadian Credit Wholesalers. After creating the reservation with his wholesaler he will be able to changes and process payments directly through us.
Select one:
True
False
Which of the following are true for the FlexPay program. Choose all that apply.
Available through Legasuite and Espresso
Only travel partner bookings are eligibl
Both direct guest and travel partner bookings are eligible
Applicable to Royal Caribbean International only
Select the appropriate word to make the statement true.
The image above is an example of a
Consumer Outreach
Guest Port Services
Royal Guest Experience
Groups Department
Hello, this is Saul from Training Travel. I would like to hold one of your Ultra Spacious staterooms for a family of 6. I only have the mom's name, they are still trying to finalize who will be sailing.
Select the appropriate response.
In order to hold an Ultra Spacious stateroom, full names are required for the guest. We do not allow TBA's to hold a room.
Create the reservation with the names you have and advice Annie you will add dummy names until she calls back.
Create the reservation as a TBA and advice Annie once she has all the names she can call back to update the booking,
Travel Partner Mika accidentally made payment on the wrong booking. She is calling to have the money placed on the correct booking.
Select the appropriate steps to take.
Request both booking numbers and verify that they belong to the same agency and the payment is posted. Once this is completed set up a Funds Maintenance Transfer.
Explain to Michelle that once payment is made on a booking, it cannot be moved. We will have to set up a refund to the card used and then recharge it on the correct booking.
Request both booking numbers and verify that they belong to the same agency and the payment is posted. Once this is completed set up an Overpayment to have to money refunded.
Guest Francine called to advise that she is no longer able to use her Global Suspension FCC since she has lost her job and won't be able to sail prior to it expiring. She would like to see if her brother can use it on his cruise. How should this be handled?
Select one:
We can definitely do that but I would need you to send written confirmation of the request to our resolutions team.
Unfortunately, we are unable to transfer FCCs to guests who were not on the original booking.
Sure, I'd be happy to help. If you can provide his name as noted on the booking, I will send the request to have the FCC applied.
In which of the following scenarios where CWC/GSS/NRD FCCs were applied can a request for a refund be processed? Choose all that apply.
The guest is unwilling to comply with Healthy Return to Service protocols
The guest cancels the booking after final payment due to an itinerary modification
The guest has tested positive for COVID prior to sailing
The sailing has been redeployed due to the pandemic
The guest was denied boarding due to lack of test results upon check in
Use the below information to answer the question.
Travel Partner Joe would like to book a spa treatment for his clients.
Select all guests that are able to book an acupuncture treatment.
Frank Underwood Age: 58
Claire Underwood Age: 51
Zoe Barnes Age: 17
Claire Underwood
Zoe Barnes
Frank Underwood
It is too late to book online, bookings can only be made onboard.
Travel Partner Julia wants to make a name change to her clients' reservation. She wants to replace Jane Daily with Candy Accord.
Using the image below, select the appropriate response.
We are able to make the change on this reservation. You are allowed 4 name changes before we send the manifest.
We are unable to make this name change. At least one of the original guests must remain on the booking.
We are able to make the change. There will be a name change fee of $15 per person that is due immediately.
Travel Partner Larry provided you with her clients' phone number.
Using the image below, under which tab would you enter that information
Documents Maintenance
Special Services
Guest Registration
Guest Contact
Booking Contact
Travel Partner Mary called in to inquire on the Crown and Anchor benefits applicable to her client. Her name is Anne Denton and she has 387 cruise points.
Single supplement discount
Exclusive access to the bridge
Debark at any port of cal
Priority check-in
Hello! I have clients sailing in 7 days on the Navigator of the Seas. They were given a gift certificate as a birthday surprise and they would like to redeem it for onboard credit.
Select the appropriate response.
There is no need to redeem the gift certificate prior to the cruise. Take it to the Guest Services desk onboard and they will apply it to the guest's SeaPass account.
Gift certificates must be redeemed 10 business days prior to the sail date for onboard credit. They may purchase onboard credit through our Royal Gifts program.
To redeem the gift certificate , it must be submitted by email to rcclgiftertificateinbox@rccl.com, it will take approximately 3 business days to be applied to the booking.
The travel partner wants to extend the option date for a booking on the EN 10/12/20 sailing.
Using the image below, select the appropriate word to make the statement true.
cannot
can
Using the image below, select the correct word to make the statement true.
was
was not
Travel Partner Ferdinand wants to know if his client's cruise fare was adjusted as promised on a previous call.
How do you identify that the booking is special fared from the Booking Invoice screen?
The three letter code SF$ will display in the Booking Invoice screen.
When looking in the Booking Invoice screen the word "override" will display in red.
Once you access the booking a pop up message will display "This booking is special fared"
When booking a domestic Air2Sea reservation for a Diamond and above Crown and Anchor member, the Air2Sea service fee of $15 USD is waived.
True
False
You are attempting to extend an option date for a travel partner's reservation. The system displays an "EXTEND/REPRICE" message.
What does that mean?
You should contact RRS to extend the option.
If you extend the option, the booking may be repriced. Advise caller.
If you extend the option, payments will always be due immediately on the booking.
Which of the following options are available to guests booking through the Royal Caribbean Hotels website?
Select one or more:
3-star and above hotels
4-star and above hotels
Pre and post cruise hotels
Automatic hotel points applied for all hotels
Refundable and non-refundable hotel options
Travel Partner Mary provided the table size preference for her clients.
Using the image below, identify which other unknown is missing on the reservation?
Citizenship
Date of Birth
NTC
Zip Code
After creating a reservation for Travel Partner Wanda who has guests sailing with an infant, what steps should be taken to ensure that Agatha is aware of our policies and the booking is documented properly.
Advise the caller of the infant policy, enter the infant code in the Special Services screen and remark the service history with the 2 letter code BB.
Advise the caller that infant must be a minimum of 12 months for all sailings, enter the infant code in the Special Service screen and remark the service history with the 2 letter code BB.
Advise the caller that infant must be a minimum of 24 months for all sailings, enter the infant code in the Special Service screen and remark the service history with the 2 letter code BB.
Advise the caller of the infant policy, enter the infant code in the Special Service screen and remark the service history with the 2 letter code MO.
Travel Partner Brown wants to make final payment on his client's reservation. He also wants to add Royal Caribbean Travel Protection to his reservation but is not sure if he can still add it.
Select the appropriate answer.
RCTP cannot be added to a reservation after deposit. The clients will need to contact AON directly.
RCTP can be added to a reservation at any time from deposit up to and including the final payment date.
RCTP can only be added to a reservation after deposit and up to 7 days before final payment date.
Kate Olsen is calling to order stateroom decorations and a bottle of wine for her daughter's honeymoon sailing in a few months. She has the booking number and would like assistance placing the order and taking her payment. You assist Kate with the purchase and take her payment.
The above scenario is a valid example of someone who is authorized to place a Royal Gifts order.
True
False
Direct Guest Kim is sailing on the itinerary below and would like to disembark the ship in Labadee, Haiti, stay a few days, and then make her way back home to Dallas from there. Is this possible?
Yes, this would be allowed. However, if you choose to leave the ship early, the company would absorb the cost of any possible fines.
Yes, this would be allowed only if per-approved by the Emergency Travel Team.
Yes, this is allowed. You can depart the ship at any port they choose. You should carry your travel documents and advise the security on debarkation that you will be getting on at a different port.
No, this would not be allowed.
Travel Partner Gia is calling in to verify that her client's gift certificate was applied and redeemed as a payment.
It was
It was not
Travel Partner Elizabeth's clients would like to know if Halal meat will be available on their cruises. Using the itineraries shown, what would you advise Elizabeth?
Halal meat will be available on the 03/08/21 sailing only.
Halal meat will not be available on either sailing.
Halal meat will be available on both sailings.
Halal meat will be available on the 02/20/21 sailing only.
Direct Guest Isaac lives in Jacksonville, FL. He calls in because he wants to add the Regional Motorcoach (Bus) Program to his booking. How would you advise him?
Tell him, "I would be happy to book that for you. What city will you need to be picked up from?" and proceed to book the Bus Transfer.
Advise him that he will need to call back and reserve the Bus transfer 1 month prior to sailing.
Kindly inform him that the Bus Program has been discontinued and advise him of the options that are available to him.
Explain to him that our Bus Program does not operate in Jacksonville, FL.
Using the image below, select the correct process to request an agent copy of the booking invoice.
Put an X next to Agent Copy. Put an X next to Email. Click Booking Invoice. Click OK.
Put an X next to Agent Copy. Click Functions. Put an X next to Email. Click OK.
Put an X next to Both (A\G). Click File. Put an X next to Email. Click OK.
Travel Partner Tony's clients are asking if it's true that they will not be able to use their beverage package on Day 1 while their ship is in port in Galveston. What would you advise Tony?
. While the ship is docked or sailing in Texas waters, a limited number of bars will be open and there will be limited beverage service.
Since your clients have a beverage package there will be no interruption to their beverage service. Please remember they can order one drink at a time.
Due to the Texas Alcohol Beverage Control law we will not be able to serve any alcohol until the ship has entered international waters.
Direct Guest Maggie would like to celebrate her honeymoon on the second night of the cruise.
Select the appropriate combination to enter into the system.
Code: SPML Comment: CEL HONEYMOON
Code: HNYM Comment: CELEBRATE
Code: HYMN Comment: HONEYMOON
DG Amanda is sailing with her two children, and she is asking about babysitting for her cruise. Babysitting is a service that is always available for our guests to use.
True
False
Direct Guest Harold would like to purchase our VOOM Surf package for 2 devices onboard OV. Using Knowledge Desk, what would be the approximate pricing per day?
$16.99 per day, per device
$14.99 per day, per device
$21.99 per day, per device with a 20% off for purchasing pre-cruise
$15.99 per day, per device
As of September 2022, what is the total amount of gratuities for a 7-night cruise in a Grand Suite?
$129.50
$98.00
$94.50
$119.00
is a web based application that allows both potential and past guest to create an account on Royal Caribbean's website. This account allows members to save itineraries and cruise packages for easy access.
Unified Gest Account
Crown & Anchor
Anchors Away
Voom
Direct Guest Amanda is a Platinum member of CAS and will be sailing on the Oasis of the Seas out of Bayonne, NJ. She would like to know if priority embarkation is available.
Select the correct answer.
It is not available
It is available
Hello, this is Penny, I am trying to locate what side of the ship my stateroom would be located. Where can I see this information?
What would you advise Penny?
Our consumer website, www.royalcaribbean.com has deck plans that you can view.
It is not possible to know prior to the cruise, you will be able to see when you board.
Your travel partner is the only one who can advise you.
Direct Guest Mr. Daily wants to surprise his wife by upgrading to a suite.
Using the image below, select the appropriate response.
That's wonderful news Mr. Daily. I would be happy to assist you. Did you have a particular suite in mind? We have a great promotion going on right now for suites.
I cannot help you Mr. Daily. You booked with a travel agency. Any questions you may have regarding your reservation should be directed to your travel agent.
That's wonderful news Mr. Daily. Your reservation was made through a travel agency, you will need to contact your travel agent, to assist you in finding the right suite for you.
Travel Partner Diane would like to request pureed food for her client's baby that will be on the sailing as they do not want to bring baby food with them.
Select the best response.
d be happy to enter the request into the guest's booking. Please remind your clients to also communicate this request with the dining staff onboard.
While pureed foods are generally used for adult guests only, I'll enter the request for the baby in the room. Remind the guests to advise the staff onboard.
We offer pureed food items for adult guests who have difficulty with whole foods. This should not be used as a substitute for baby food for a baby.
Travel Partner Mickey has guests who would like him to take over their booking as they are unhappy with their original agency. Both agencies have come to an agreement and the booking will be released to Mickey's agency.
When transferring the reservation from one agency to another, both agency letters need to be received within_________business days of each other or the request to transfer the reservation will expire.
5
1
10
7
Direct Guest Bob is attempting to save and continue his online check-in, he says he keeps getting the error message "We are currently unable to update your information at this time."
Select the appropriate response.
Ask Bob to refresh the page. If this does not work, ask him to click Exit and return to the homepage
Advise the guest that their reservation has been cancelled. They will need to re-book in order to check-in.
Advise the guest to close the internet browser window and try again.
Advise the guest only the Royal Guest Experience team can assist and transfer the call.
Travel Partner Sammy has a booking for guests who are on their 3rd redeployment. The guests have applied their FCCs but after application, there is a balance due of $49.00. She advises that if she goes back to the guests to collect the balance due they will most likely cancel their cruise. How should you respond?
I totally understand. I'm going to go ahead and take care of that fare difference for your guests. We appreciate their loyalty and we hope to see them onboard soon.
I am so sorry about the inconvenience. Let me get you over to our Resolutions team to see how they can assist.
I totally understand; however, keep in mind that prevailing rates do apply when certain changes are made to bookings.
Travel Partner Harry advised his guests are flying into FLL and he forgot to pre-book their transfers.
Select the appropriate response.
Transfers cannot be purchased on the day of sailing in FLL. The guest will have to take a taxi or use UBER. Upon embarking the ship provide the receipt to Guest Services for a refund.
When the guest arrives at the airport they can look for the cruise representative and request the transfer. They will receive a discount and the charge will be added to their onboard account.
When the guest arrives at the airport they can look for the cruise representative and request the transfer. The charge will be added to their onboard account.
Using the image below, what is the total amount being used to calculate commission?
$2460.00
$2940.00
$3390.00
$3214.88
Travel Partner Shallon is requesting to book a reservation for her clients, it would be for two adults and their son 5-year-old Micky. They prefer to have a room with an upper berth.
Select the appropriate response.
Shallon, our recommendation is that children under____not be berthed in an upper berth for safety reasons.
6
2
3
10
Use the image below to answer the question.
Travel Partner Pepper is calling in to inquire what tier level her client is. Her name is Lillie Brown and her date of birth is 05/27/1989.
Gold member
Emerald member
Diamond member
Diamond Plus
Travel Partner Elizabeth would like to cancel the below booking. The guests are currently within the 75% cancellation period.
What would be the total amount of the refund due to the guest's form of payment?
$1281.75
$1874.25
$1569.75
$1514.25
$1802.25
Tanya Lopez would like to purchase a bottle of wine and a bouquet of flowers for her parents who are onboard the Oasis of the Seas. They are on a 7 night sailing that started yesterday.
Can you assist Tanya?
No orders can be placed while the ship is in transit. All orders need to be completed no later than 2 days prior to sailing.
You can assist with ordering the bottle of wine; however, all flower orders needed to be made prior to the cruise start date.
All orders can be made until 48 hours before debarkation. You would be happy to assist Tanya to place her order for her parents sailing.
Flowers can be ordered at this time; however, you can not assist with the wine order as it needed to be submitted before the cruise started.
If you needed to verify if the manifest has been sent prior to making a name change where would you go?
Select one:
Service History
PDF Viewer
Consumer Website
DataCard
Based on the image above, the E-docs have been accessed by Direct Guest Robert White.
Select one:
True
False
Travel partner wants to change the currency on a reservation from USD to CAD. He wants to keep the same ship, sail date and stateroom number. The only thing he wants to do is change the currency.
What is the best response?
In order to do that, the guest will need to make an additional deposit of $250.00 USD per person.
It would be my pleasure to assist you. I will make the change and send you an email.
I'm sorry this cannot be done, we will need to cancel this reservation and make a new one.
Travel Partner Clarkson has clients with a 6 year old son. He would like to know if we offer any dining that may be helpful for this family. Their son fidgets a lot during dinner and last time they were on a cruise, it was difficult to enjoy dinner.
What dining would you offer?
My Family Time Dining
Room Service
My Time Dining
Specialty Dining
Travel Partner Keith thinks that he booked a back to back cruise for his clients; however, he only has one booking number. Based on the screen shot below, what would you advise Keith?
Yes, your clients have a back to back booking.
No, your clients do not have a back to back booking.
Based on the screen shot provided it cannot be determined if there is a back to back booking.
