General Knowledge
How does Celebrity refer to our Suite Class Staterooms?
The Retreat
True or false: We change all names on an existing reservation.
False
Bonus points: we can do it in CP bookings as long the sailing has not been selected. Once an itinerary has been selected, normal name change policy applies.
What is the name of our Reservation System?
LegaSuite
Do we have a Military discount?
Yes, we do, depending on the sailing, in order to view a military discount, we need to add and M in the public service section in the promo eligibility box, if the itinerary applies, you will see the promo in the promotions dropdown.
What must be verified on a TP booking before giving ANY information ?
Agency phone number
How many Ship Classes do we have? please name them all.
Millenium
Solstice
Edge
Extra point: Galapagos
Can we change ship and sail date after final payment day?
No, however RRS could make an exception if the guest has a really special circumstance.
What is the name of the system we use to add Shorex/Dining Reservations/Spa/Beverages - Wifi packages/ etc
Internal Booking Tool (IBT)
Explain what an Exciting Deal is.
Exciting Deals will offer a 7 day booking window, Monday to Sunday each week.
Exciting Deals are valid for new Individual bookings only*, are not combinable with any other promotion.
Not eligible for option extensions or Captain's Club Upgrades. If the booking cancels, promotion cannot be reinstated.
TBAs are NOT allowed on Exciting Deals Promotions.
*Existing bookings can be upgraded to Exciting Deals pricing, IF that upgrade results in an increase in the total cruise fare of the booking.
NO PERKS
What are the four categories we are measured on in QA?
Policy and Procedure, Relationship and Professionalism, Efficiency, Resolution
Name 3 amenities for Concierge Class
Dedicated concierge
Concierge Class Welcome Aboard Lunch
Welcome Bottle of Sparkling Wine (Available upon request only)
Exclusive Destination Seminar
Priority selection of dining time
Which conditions must be met in order to do a Funds Mantainence Transfer on TP bookings?
Same currency
Same Agency phone number
Before final
Refundable bookings
Who/What is your best friend when servicing a call?
Hint: the answer is not you chat assist agent / Team Captain / Supervisor
Knowledge Desk (KD)
What is the difference between ALL INCLUDED and RETREAT PROMOTIONS? mention all of their amenities.
ALL INCLUDED: prepaid gratuities, classic beverage package, basic wifi
RETREAT: pre-paid gratuities, premium beverage package, premium wifi, OBC depending on their category and number of nights
Name 5 unknowns that we should be asking when creating a booking or servicing an excisting reservation with missing information.
Citizenship
Date of Birth
Table size
Loyalty number
Bedding configuration
Promo Eligibility (age/state/service)
Pre-cruise guest account email/phone number
zip code
What does Tender mean and how can we know if we are tendering or docking at a specific port?
At some ports, the ship will anchor offshore, and guests are taken to shore by small boats called tenders.
You go into Lega Suite, open the itinerary screen, look for the port and there will be a letter next to the port: D=docks, T=tenders, C=cruising
Does everyone in the stateroom need to purchase the same drink package, including upgrades?
Do we have exceptions for this policy? which ones are those?
The Drink Package Policy requires all guests to purchase the same Drink Package for ALL guests of legal drinking age in the same stateroom (ex. if one guest chooses to upgrade to the Premium Drink Package, ALL guests of legal drinking age in the stateroom must upgrade). This policy applies to packages purchased pre-cruise and onboard.
Exceptions:
Which tool do we use to assist a guest with linking a cruise to their account and/or resetting their account password?
Guest Account Admin Tool
Can we reprice a booking for a lower rate after final payment day?
Can I share any sort of financial information with a DG?
No, we would have to refer them back to their TP
What's the name of my pet?
Bimba
Explain the NRD policy for bookings made on or before March 1st 2023 and for bookings made on or after March 2nd 2023.
Which code do we need to add when cancelling a booking made on or before March 1st 2023
Cancellations:
Reservations created on or before March 1, 2023: $100 per person service fee, the remainder of deposit issued as FCC if requested.
Reservations created on or after March 2, 2023: No NRD FCC will be issued and full deposit will be held.
0C - please manually change the date to 3/1/23 before saving the remark.
Change Ship/Sail Date:
change fee $100 USD/CAD per person, add CHG code per person in Lega Suite
Where and how can we access the Celebrity Store in order to add or work on an existing order?
LegaSuite by using the SA in the AC field from the home page of the reservations screen.
What is the name of the type of bookings we have with special prices for travel partners? What things can we assist with in those reservations?
Reduce rate bookings
CAN BE ADDED/CHANGED ON A RESERVATION:
What are the calls we assist?
Individual Bookings (travel partner bookings)
Vacation Planner
General inquiries for all callers
Celebrity gift store for all callers
Website and App inquiries for all callers
IBT items for all callers