WorksheetsCEL - Blue Chip Club / 7/2023
Total questions: 21
Worksheet time: 22mins
As a Blue Chip Club agents, part of your responsibilities are to:
Provide detailed information about Casino offers, assist casino members in redeeming their discount offers and handle all inquiries related to casino.
Handle inbound and outbound calls and emails associated to Blue Chip Club Offers, Partnership Offers, and Independent Rep Offers..
Handle regular FIT and Group calls and once in a while, assist a guest with a Casino inquiry.
Place a minimum bet amount on the guest's account through the Casino Desk so that they have everything setup as soon as they get onboard the ship.
Assisting Casino members with an existing Casino booking, this may be an upgrade, cancellation, changing ship and sail date, or adding IBT items to a Blue Chip Club booking. Is which kind of call type? (a)
In these type of calls you will be assisting Casino members to redeem their Blue Chip Club offers, but also, you may receive calls where the guest is asking general questions about their Blue Chip Club benefits, general casino information, or promotion inquires. (a)
Which one of these groups is not part of the Casino's organizational chart?
Casino Analytics
Casino Marketing
Revenue Management
Consumer Outreach
(a) is key to the success of Casino operations, as this directly impacts the growth of our brand.
Double Down
doubling your bet in the middle of a hand before the dealer gives you one card
Shoe/Dealers Shoe
card dispenser at the table
Pair Plus
a side wager on whether they will be dealt a pair or better, this does not play against the dealer
Promo Chips
freeplay when redeemed for table games
Straddle Bet
extra bet that is placed before the cards are dealt
The casino opens approximately (a) minutes after the ship leaves port.
According to our general information: Guests must be (a) years of age or older to play in the Casino. Casinos are located on (b) on all of our ships. The older Casinos are known as (c) and the newer casinos are simply known as (d)
According to the Siebel Loyalty Process Document. What are the four ways you can look for a booking?
Profile Search
Exact Match and Fuzzy Match
ID Search
Booking Search
(a) : The Cruise fare was paid for at a published rate.
(b) : Any complimentary, employee fared, or travel agent rate or cruise. The Cruise fare is not a published rate.
Under Tiers, you can see the last time the tier changed
False
True
After opening the guest profile (by clicking on the last name and the player program number) one of the most important tabs to utilize is the “Trip Summary” tab, this is where the individual play information is kept. Use the Trip Summary Tab to: (select all that apply)
Validate certificates and offers using the Actual Win/Loss, Total Theo, and Total Points
View guest points/play loaded from previous sailings
Verify points for annual change over
Check ownership of the guest
When advising guests about the cancellation of the marketing communications, please advise that it takes (a) weeks to opt in or out of marketing and for communications settings to complete the change.
Match the following as they appear in BCCMS
The name of the offer
Campaign
A Siebel identifier for each individual profile.
CID
A Siebel identifier for the Captain's Club number.
Loyalty
A number used for Partnership Guests that is external to Celebrity Cruises.
Player ID
Guest's name.
Name
Which of the following are the most accurate and efficient ways to search for offer information in BCCMS?
Search by Loyalty Number
For Partnership offers use the Player Number
Date of Birth
Blue Chip Number
Reorder the following. Once we’ve pulled up the available offers for the guest, we can review the offer to see if it’s redeemable and the correct offer by following these steps:
Look at offer and identify if the offer has been redeemed.
Review the sailing window.
The category the guest qualifies for.
The Player Information includes the same information as listed on the Offer(s) Lookup screen as well as more offer specific information like the:
Sail by Date
Internal campaign descriptions
Campaign exclusions
The information on the (a) (b) be shared directly with the Independent Rep and shares all the relevant offer information for their viewing.
Once logged into BCCMS, you will see the ADMIN tab which will give you access to the following options:
Guest Profile
Casino Capacity Limits
Blue Chip Information
Vessels
The Marketing Tab has the following options:
Instant Offer Add
Offer(s) Lookup
Player Activity
Player Instant Add
Reorder the following. Searching for Offers
Hover over the Marketing Tab
Select Offer(s) lookup
Select one of the search fields
Click on the Lookup icon
Ensure the offer has not been redeemed
