When making a payment on an Individual Reservation what would you advise/offer?
What is Online Check –In, Special Requests, & Amenities
100
How many new groups can be created on one call?
What is 5 groups
100
After including a reservation into a group, what button should be reviewed?
What is the History Button
100
The Drinking age for all NCL ships.
What is 21 years of age?
100
To adjust an existing booking category IC within a group to a BA being held in the allotment, the use of this button is required.
What is the Package and Category Button?
200
If a call needs to be transferred to a different department, what is the appropriate verbal process?
What is using appropriate hold technique, getting the new person on the line, and coming back to the caller to advise of the transfer.
200
Where on the sailing select screen will you check to make sure that building two groups for the same passengers will not violate the Jones Act?
What is the Comments Section?
200
When creating a new passenger, what information must be gather if available?
What is Full Legal Name, Title, Citizenship, DOB, Address and Phone number.
200
Back to Back Cruises can violate rules. What and Why
What is the Passenger Vessel Service Act ( Jones Act). If you start a cruise in a US Port and end the cruise in a different US Port is a violation.
200
When selecting a purchased amenity a particular item must be completed to ensure that the amenity will show on the ships manifest?
What is the Amenity Card?
300
When closing the call verbally, what 3 scripts must be utilized
What is Ensuring Satisfaction, Partner’s First Survey, and Norwegian Cruise Line Close.
300
How many Tour Conductors would they receive if they booked 50 cabins?
What is 6 TC’s
300
What tabs would you click to see if the Welcome Aboard Booklet was sent?
What is GTB & Request Queue
300
When making a payment for a reservation, only certain types of cards are accepted.
What is Visa, Discover, Mastercard, and AmEx.
300
When monies are required for a transfer to another booking and are in pending status. Subject line and Department.
What is Group, Reservation , Ship and Sail Date—VOID: Payment Services
400
This should be used frequently throughout all calls.
What is the Caller's Name
400
What are the only 3 contracts a group agent will send?
What is the Group Contract Terms Flyer, Group Contract & Group Cancelation?
400
How are Service Charges added to a Reservation?
What is Edit – Price Program – Detailed View – Drag Over under Mandatory Promos – Apply
400
Infant? 3 POINTS OF DISCUSSION
What is UNDER the age of two at the time of sailing. At least six months of age at time of sailing. For voyages that have 3 or more consecutive days at sea, the infant must be at least 12 months old at time of sailing.
If sailing as 2nd passenger, must pay full fare.
400
When can guests request Dining and Entertainment if they are booked in the Haven?
What is 6 months out
500
Online check In Verbiage?
What is “please be sure to have your guests complete the Online Check In process at NCL.com. There they will find the documentation requirements for this sailing and the early completion will ensure that the Welcome Aboard Booklet is sent 60 days prior to sailing. “
500
When working within a group, should you not follow a rule or hold space that is unavailable, what will appear?
What is a validation error, WTL, NO, or Invalid.
500
If a booking is showing Yellow in the Delegates Tab how do you remove it
What is Edit & Store Booking or View and CX Edit
500
Pregnancy
What is Guest must be less than 24 weeks at the conclusion of the cruise & Advise guest they must provide a note from their doctor that states they are fit to travel and must include their estimated due date. Note form the doctor must be received prior to the cruise.
500
An option is due on March 2nd. The agent advises that a check will be mailed in. The Option extension on the delegate should be for what amount of days?