Celebrity Guest Relations - Smoking Policy Violation

According to Celebrity's Smoking Policy, where is smoking allowed?

• In any guest stateroom

• Only in designated areas

• In corridors

• On stateroom verandas

Answer explanation

According to Celebrity's Smoking Policy, smoking is only permitted in designated areas, ensuring a controlled environment for both guests and staff. Other options, like staterooms and corridors, are not allowed.

Smoking is permitted inside any guest stateroom, corridor, or on stateroom verandas according to Celebrity's Smoking Policy.

• True

• False

Answer explanation

According to Celebrity's Smoking Policy, smoking is not permitted inside guest staterooms, corridors, or on stateroom verandas, making the statement false.

What should a Stateroom Attendant do if they suspect a guest is violating the smoking policy during daily cleaning service?

• Notify their Supervisor.

• Ignore the situation and continue cleaning.

• Confront the guest directly and demand they stop.

• Leave a warning note in the stateroom.

Answer explanation

If a Stateroom Attendant suspects a guest is violating the smoking policy, they should notify their Supervisor. This ensures proper handling of the situation and maintains safety and compliance with hotel policies.

If evidence of smoking is found in a stateroom or veranda, who should the Supervisor report it to?

• Housekeeping Director

• Security Officer

• Guest Relations Manager

• Chief Engineer

Answer explanation

The Supervisor should report evidence of smoking to the Housekeeping Director, as they are responsible for maintaining cleanliness and adherence to policies in staterooms and verandas.

What is the cleaning fee applied to a guest's SeaPass account if further evidence of smoking is found?

• $100

• $150

• $250

• $500

Answer explanation

The cleaning fee for smoking violations is set at $250. This fee is applied to a guest's SeaPass account if further evidence of smoking is found, making $250 the correct choice.

Which of the following is NOT a step in the Guest Notification process after a smoking policy violation is discovered?

• The Housekeeping Director records the situation in the Guest Log

• The guest is given a complimentary upgrade

• The Assistant Housekeeping Director meets with the guest to deliver the letter and explain the policy

• The stateroom must be inspected the following day by the Supervisor

Answer explanation

The correct choice is 'The guest is given a complimentary upgrade' because this action is not part of the Guest Notification process after a smoking policy violation, which focuses on documentation and communication.

If the guest is found to be smoking in the stateroom again, who must the Supervisor notify?

• The Hotel Director

• The Housekeeping Director

• The Guest Relations Director

• The Department Head

Answer explanation

The Supervisor must notify the Housekeeping Director if a guest is found smoking in the stateroom again, as this falls under housekeeping policies regarding guest behavior and room maintenance.

What is the cleaning fee charged to the guest if the Hotel Director is notified?

• $250.00

• $100.00

• $50.00

• $500.00

Answer explanation

The cleaning fee charged to the guest is $250.00 if the Hotel Director is notified, as indicated in the provided options.

If a guest is found smoking again after the posting of the cleaning fee, the matter must be brought to the attention of which two individuals?

• The Captain and Hotel Director

• The Chief Engineer and Housekeeping Manager

• The Security Officer and Executive Chef

• The Front Desk Manager and Cruise Director

Answer explanation

The correct choice is 'The Captain and Hotel Director' because they are responsible for overseeing operations and addressing serious issues like smoking violations after a cleaning fee has been posted.

If a guest is noticed smoking in a Public Venue not designated as a smoking area, what should the staff member do?

• Ignore the situation

• Inform the guest that it is a non-smoking venue

• Call the police

• Charge a cleaning fee immediately

Answer explanation

The correct action is to inform the guest that it is a non-smoking venue. This approach addresses the issue directly and helps maintain the venue's policies, ensuring a comfortable environment for all guests.