When to assist a groups booking...

<- Click on the audio to listen to the scenario

• I will be happy to assist; unfortunately, I see you have a group reservation and we have a dedicated team for your booking.

• I will be happy to assist with your booking your excursion.

Look at each request then drag and drop how you would handle each call assuming the booking is in a Group. Would you Assist or Transfer the call?

Groups:

(a) Assist

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(b) Transfer

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<- Click on the audio to listen to the scenario. After pulling up the reservation you noticed the reservation was booked with a travel agent, what would you do?

• I will be happy to assist; unfortunately, I see you have a group reservation and we have a dedicated team that will be able to further assist with your upgrade request.

• I will be happy to assist with your room upgrade.

• I will be happy to assist, however, I see you booked this reservation with a travel agent. For any modifications on your booking you must reach out to them directly.

My friend and I are going with a large group and apparently everyone has decided to go to the adult only area when we're at Perfect Day at CocoCay. Can you help me get those tickets?

• Since you are in a group I would be happy to transfer you to our Groups Department where there is a dedicated team to assist you.

• Hideaway Beach is a great adult-only beach area. I would be happy to assist with your booking this experience for you.

<- Click on the audio to listen to the scenario.
After pulling up the booking, you realize the guest booked with a third-party company. What would you do?

• I will be happy to assist; unfortunately, I see you have a group reservation and we have a dedicated team that will be able to further assist with your inquiry.

• I will be happy to assist with your inquiry. Let me collect that payment for you.

• Upon reviewing your booking, I see that the reservation was booked with a third-party company; unfortunately, I am unable to process the payment in your reservation. I encourage you to contact them directly for any payments or reservation modifications.

A guest calls and provides their booking number which pulls up the error message you see here. You should transfer this caller directly to Groups for assistance.

• TRUE

• FALSE

If you receive a call and the guest has a groups reservation you are able to assist with​ (a)   , ​ (b)   ,​ (c)   ,etc.

• general information
• shore excursions
• Royal Gifts
• name change
• room upgrade
• payment towards the booking
• changing the sailing

I am going on a trip with my large family for a family reunion and need to add Wi-Fi package to my reservation, are you able to assist?

• Absolutely, I will be happy to assist with adding a WIFI package to your booking.

• I see you have a group reservation. I would be happy to transfer you to that department that will be able to further assist with your inquiry.

• I will be happy to assist; however, the best way to add a WIFI package is to do it onboard.

Pair the group with the correct answer:

Groups:

(a) Trade Groups

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(b) Direct Groups

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(c) Casino Groups

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(d) Advise to contact Travel Agent

• Guest booked with a travel agent looking to do a payment, name change or upgrade.

• Assist guest with a group reservation booked directly with us.

• Assist guest booked with a casino group promotion.

• Assist Travel Partners with their group booking.

Click the area in the image where you can identify if this reservation is a group reservation.