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Worksheets*CEL - RRS Review 5/6/2024
Total questions: 25
Worksheet time: 17mins
If you need to ask about specific stateroom layout and if it will accommodate more than 1 Play Yards, you would need to email the Access Department
False
True
Under QMS, RRS has the empowerment to waive cancellation charges for death of immediately family member. What would be an alternative solution(s) other than waiving penalty?
Listen, empathize and offer a change of sailing with no change fee/penalty
Offer to issue a Future Cruise Credit for a future credit.
Unused onboard credit issued under the Best Price Guarantee program _____ be refunded at the end of the sailing to the guest credit card on their SeaPass account.
(a)Taking ownership means you are responsible for seeing the call/issue through until callers concerns are resolved.
True
False
When protecting the commission on a reservation, the system will give you an error if you reduce the cruise fare prior to protecting the commission.
True
False
What is a more helpful and appropriate way to say- "I am not able to....."
" Unfortunately, all we will be able to do is..."
"I would be happy to offer you...."
" I am truly sorry; however, I am not able to..."
"I understand, but i am not able to ..."
From the reservation system, you will click on _________ when releasing a family stateroom.
(a)Enter the 3 letter status code you will see when a family stateroom is available but not in general inventory?
(a)
If a travel partner needs to change credit cards on a reservation, you need to take the new payment first, prior to refunding the original credit card.
True
False
What is the three letter special faring code used when applying price protection for the accessible stateroom price protection policy?
ACS
APP
ASF
PPT
To determine an acceptable compensation for a service failure, you can view Siebel 360 in order to view their Captain's Club status.
True
False
In order to set up an OVP what must be on the booking?
Original Payment posted
Full Credit Card Number in Payment Inquiry
Commission
Full Names and DOB
When a DG submits the Best Price Guarantee Form, they will receive 200% of the difference in price as Onboard Credit
True
False
Doesn't Apply to the situation
Name Changes are allowed until:
1 Week before Sailing
Final Payment date
Transmission of final Manifest (24 hrs)
Transmission of final manifest (48 hrs)
Cole needs to add 2 rollaway beds to his room in his Infinite Veranda, you tell Cole you need to check to see if the room can hold that amount of rollaways, who do you contact?
Cabin Specific Detail Screen
Email the hotel director/chief housekeeper of the ship
Call Revenue
Call Groups
Cruise Care covers the following (Select all that apply):
Cancellation for any reason
Lost Luggage
Commission
Chocolate Covered Strawberries
Before I special fare a booking, i should (a)
Michelle is active military and has made a booking with a military discount, she will wont have to show documentation at the pier in order to keep her discount.
True
False
TP Taryn is upset over her client being double charged by Celebrity Cruises, what are the steps needed to De-Escalate?
(a)
TP Cole calls to get an option extension for his clients booking, you notice the booking is Code Yellow. You advise:
Sure thing! Im happy to help!
I cannot extend option dates at all
I cannot extend the option date as this is a code yellow sailing
I can extend it, but its going to reprice it
What percentage is the administrative fee paid to travel partners to book cruisecare?
5
25
15
10
Reservation agent Alejandra calls with an issue regarding OBC generated from best price guarantee, she believes that she was told by her trainer that the amount is refunded to the guests credit card, what do you advise?
Its non refundable and no transferable
pay attention in class
we can refund it, let me set up a workflow for that
whats best price guarantee?
Positive Self Talk is (Select all that apply)
Being solution oriented
Being Open minded
Catastrophizing
What department is responsible for travel agency changes?
Groups
Consumer Outreach
Sales Administration
Revenue
TP Cole wants me to waive a penalty due to his clients medical condition getting worse, what must I first do?
Ask for his clients doctors phone number
Ask for him to send in medical records
Check to see if there is cruise care on the booking
Absolutely nothing, just waive the penalty and breathe easy.
