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Royal Caribbean International > RCCL Glossary > Flashcards

RCCL Glossary Flashcards

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0
Q

Add On

A

A supplemental charge added to the cruise fare (e.g. air, transfers, hotels).
Other examples:????

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1
Q

Access

A

The name of the department responsible for assisting with special needs on a sailing. They can provide guidance for guests that are hard of hearing, visual impaired, diabetic, etc.

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2
Q

Aft

A

Near, towards or in the rear (stern) of the ship.

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3
Q

Assistant Waiter

A

The person responsible for assisting the waiter. This person is in charge of drink orders and assists with bringing food to the table and meeting other guest needs.

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4
Q

Best Rate

A

The lowest available rate based on the combination of promotions available & qualifiers entered for the guest.

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5
Q

Best Value

A

Promotion that may not be the Best Rate, but will provide a better value overall to the guest. An example would be a price that is $100 higher than the Best Rate, but includes $200 OBC.

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6
Q

Berth

A

A bed in a stateroom. May also be referring to a dock or a pier.

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7
Q

Board

A

To enter the ship; also referred to as “embarkation”

Is embarkation preferred ??

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8
Q

Booked (BK)

A

The status of a reservation once deposit has been paid.

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9
Q

Booking

A

A reservation associated with a unique ID number (i.e. Booking Number) for 1 to 4 guests who will share a stateroom and have the same cruise itinerary.
What about large suites???

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10
Q

Booking Invoice

A

A confirmation of the cruise which lists pricing and other general information.

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11
Q

Category

A

An arrangement of similar stateroom groups. Generally from the most expensive to the least expensive, or vice versa. Categories are determined by the attributes of the stateroom (e.g. inside vs. outside, balcony vs window, location, 3rd or 4th berth availability(*)

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12
Q

Centrum

A

Central focal point of the ship characterized by a spiraled staircase.

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13
Q

ChoiceAir

A

A self serve tool that allows guests and Consumer Outreach agents to purchase airline tickets for a cruise at best available prices and it filters air flights to provide the best options for the guest’s cruise vacation.

ChoiceAir works in conjunction with our cruise websites to choose the flights (and transfers, if desired) within the established time parameter to meet our ships.

Agent and/or Guest can select non-refundable or refundable tickets for any class of service (economy, business or first), as available, at the published rates.

Add info about Assured Arrival!!!!!!!!!!!!!!!!!

See ChoiceAir Flex Fares and ChoiceAir Specials for additional options and rates.

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14
Q

ChoiceAir FlexFare

A

A “FlexFare” fare enables the guest or travel partner to hold the flights without paying in full up until the final payment date. Choice Air FlexFares are locked in at the price displayed at time of booking, however, they are subject to any fees imposed by the airlines (e.g. fuel supplements, surcharges, baggage fees, etc.)

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15
Q

ChoiceAir Specials

A

ChoiceAir Specials are offered on selected gateways and sailings. The ChoiceAir Specials are promotional cruise discounts offered to guests that purchase ChoiceAir.

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16
Q

Class

A

A group of ships similar in size and amenities.

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17
Q

Add On/Component

A

Specific items and charges that appear on a booking.

Examples: ?????

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18
Q

Consecutive Cruises

A

Two or more consecutive sailings booked for the same guests with no more than three nights in-between.

Types: Continuous: Same ship from one sail date to the next
Back-to-Back: Different ships or same ship with no more than 3 nights in-between.

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19
Q

Coupon

A

A type of promotion targeted to a specific audience (e.g. past passengers, geographical location, etc.) Guest initiates submission and redemption of the promotion code or name.

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20
Q

Cross-Referencing

A

Linking Reservations for the purposes of dining at the same table in the dining room. Reservations can be cross-referenced for air schedules and hotels as well.

For anything else:???

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21
Q

Crown & Anchor Society

A

A program for repeat cruisers of RCCL ships

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22
Q

Cruise Enhancements

A

Designed to allow guests the option to book services and products prior to boarding their cruise vacation (either online or by calling in)

Difference btwn enhancements and add-ons/components/amenities:?????

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23
Q

Cruise Fare (Blue Line)

A

This is the price of the cruise before taxes & fees or any amenities are added. This is RCCL’s advertised price as seen on promotions and websites.

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24
Q

Why might Guest/CO Agent not be able to find an advertised cruise fare?

A

The website only updates a couple times a day and therefore it may still quote a fare that is no longer available because someone has booked it. RCCL is working to increase the speed of the update process so this does not occur.

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25
Q

Cruise Only

A

A package in which air is not booked through RCCL.

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26
Q

Cruise Ticket Contract

A

Detailed terms of responsibility and accountability found in cruise ticket documents. Guests must sign off for this while completing their online or at pier check in.

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27
Q

Cruise Care

A

Travel protection offered to RCCL guest while on their cruise vacation. (Do not call this insurance).

Explanation of protection provided:

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28
Q

Cruise Tour

A

A combined cruise and land package. The land portion is a guided tour through a designated region of the world (e.g. Alaska, Asia, Australia/New Zealand, Europe, South America).

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29
Q

cruisingpower.com

A

An online resource for Travel Partners to answer all their RCCL questions. This website allows them to check pricing/promotions, order brochures/collateral, and have access to e-docs. For agents this is where ChoiceAir will be ordered. Brochures can be ordered here also.

Travel Partner: Is this a outside travel agent??? and is agent in this paragraph meaning and RCCL Agent???

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30
Q

CVP Agent/Consumer Outreach

A

Certified Vacation Planners work in the Consumer Outreach department. The department that makes reservations for Direct Guests calling in.

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31
Q

Deck

A

A floor or level of the ship. Staterooms are available starting on the lowest passenger deck of any RCCL ship.

32
Q

How many room reservations can a Sales Agent do for a guest without needing to transfer guest to Groups?

Do they do the work for the first 7 rooms or transfer as soon as they know it will be more than 7 rooms??

A

7

33
Q

Deck Plan

A

A diagram illustrating stateroom and public room locations in relation to each other.

34
Q

Departure

A

To leave; when referring to leaving the ship it may also be called “disembarkation/debarkation”.

35
Q

Deposit

A

Partial Payment of the cruise fare required to secure the reserved space. Due at time of reservation. Grand suites and above require 200% of standard deposit.

36
Q

Direct Guest

A

A guest who has booked a cruise with RCCL directly, not through a travel agency.

37
Q

Documentation

A
  1. Identification: Passport or Birth Certificate/Driver’s License required for boarding (Travel Documentation). May include Bridging Documents (Documents which explain differences in names on identification and/or reservations) for example a guest may have 2 different names on their documents/reservation because they have recently been married.
    In this case the Bridging Document would be the marriage license.
38
Q

E-Docs

A

An electronic version of the guest’s ticket booklet. (This is complementary).

39
Q

Embarkation Time

A

An absolute minimum of 90 minutes prior to the sailing time the first day of sailing. At 91 minutes a guest will be turned away.

40
Q

Emergency Travel Team (ETT)

A

The department in charge of special air requests: e.g. Partial Cruises, Down-Lining.
Formerly known as Guest Flight Operations.

41
Q

E-Ticket

A

An electronic version of a guest’s air ticket. Guests who purchase air through RCCL will receive an air ticket.

42
Q

Final Payment

A

Payment of full fare, plus any necessary or agreed upon extras, such as airline Add On etc.
Final Payment is required before travel documents can be printed or issued.

43
Q

Final Payment Due Date

A

The Final Payment due date is usually about 75 days out from the day of sailing.
Longer cruises and Holiday Sailings will have earlier Final Payment due dates.
The Final Payment due date is the last day to cancel without any cancellation fee/penalty.

44
Q

Forward/Fore

A

Toward the front of the ship

45
Q

Funds Maintenance Transfer (FMT)

A

The act of moving one reservation to another.

46
Q

Gateway

A

Airports from which air travel may be arranged.

47
Q

Gifts & Gear

A

A program that allows Travel Partners, Direct Guests, or friends and family members to purchase gift items for delivery on the ship.

48
Q

Gratuities

A

A gift or sum of money given to ship personnel for services performed. (Do not call them tips)

49
Q

Gross Registered Tonnage (GRT)

A

A ship’s total internal volume expressed in “register tons”, one of which is equal to a volume of 100 cubic feet (2.83 m3). It is calculated from the total permanently enclosed capacity of the vessel. It is NOT a measure of the ship’s weight or displacement. (The higher the tonnage # the bigger the ship.)

50
Q

Groups

A

Department that handles 8+ reservations (staterooms) for one party.

51
Q

Guarantee (GTY)

A

A type of reservation where a specific stateroom is not selected resulting in guests being placed in whatever room is available at the time it is berthed (?)
Typically the guests will choose a minimum category to be placed in and we guarantee they will be placed in a stateroom that is in that category (or sometimes a better category).
Typically these reservations sell for a lower amount than our stateroom assignment reservations.
These are generally not offered to guests unless requested.
The drawbacks of a GTY is that the guest may end up with a stateroom that is not in a good location for them or does not really meet their needs. For example an older couple may end up next to the Teen Center or someone whose mobility is compromised may end up too far from the elevator.
Therefore we try to encourage guests to reserve a particular stateroom.

52
Q

Guest Port Services (GPS)

A

The department that is responsible for ground transportation, including our Cruise Only transfers.

53
Q

Guest Qualifier

A

Things that may qualify a guest for a promotion.

Crown & Anchor Number, Age, State of Residence, Public Service, and Promo Code are all guest qualifiers.

54
Q

GUI

A

Graphical User Interface. The name of the reservation system used at RCCL.

55
Q

Head Waiter

A

The person in charge of all the waiters in a certain section of the main dining room. They will ensure any special needs or requests are being met.

56
Q

Inside 100%

A

The timeframe in which a reservation will incur 100% penalty if the reservation cancels.

57
Q

Interior (Inside) Stateroom

A

A stateroom without windows or portholes that view the sea.

58
Q

Itinerary

A

Name of basic route and also of detailed route.
The plan or schedule a ship is set to make. This includes which ports the ship will leave out of and return to as well as the ports of call it will visit on it’s journey.

59
Q

Knowledge Desk (KD)

A

The internal knowledge management system that contains information about RCCL products, policies and procedures.

60
Q

Member Cruise

A

Sailings hosted by the Crown & Anchor Society staff from the Miami, Florida headquarters. These sailings give the Crown & Anchor member the opportunity to socialize with other members, and participate in exclusive member gatherings and events.

61
Q

Mid-ship

A

In or towards the middle of the ship.

62
Q

MyFamily Time Dining

A

A dining option on Royal Caribbean ships for families with young children. This option ensures the younger guests an expedited dining experience (around 45 minutes) allowing them to go have fun in Adventure Ocean while the rest of the family enjoys a more leisurely dinner. An Adventure Ocean staff person comes and gets the kids from the dining room.(?)

63
Q

MyTime Dining

A

Guest can choose to show up at any meal time or can make reservations for specific dining.They have free access to unoccupied table’s in the ship’s dining room, as opposed to specific table assignments.

Pre-paid Gratuities are required for this option because the guest will potentially have several different waiters during the cruise versus the same waiter every night as in regular dining.

64
Q

NCCF (Non-commissionable Cruise Fare)

A

A portion of the cruise fare that we do not break out for guests. If a guest knows about it and asks questions you can assure them that it is an industry standard.?????

65
Q

Occupancy (OCC)

A

The number of guests that will be sailing per reservation.

S-Single (1); D- Double (2); T-Triple (3); Q-Quad (4)

66
Q

Onboard Credit (OCC)

A

Credit on a guest’s reservation usually associate with a promotion.

67
Q

Ocean View (Outside) Stateroom

A

A stateroom having a window(s) or porthole that offers a view of the sea.

68
Q

Online Check-In

A

The pre-boarding process that allows guests to check-in prior to the departure date of their cruise. Once completed the guest will print off their SetSail Pass.

69
Q

Outside 100%

A

The timeframe in which a reservation will not incur 100% penalty if the reservation cancels.

70
Q

Pier

A

The specific place a ship docks. Also referred to as a berth.

71
Q

Port/Port of Call

A
  1. A harbor city where ships may embark or disembark guests. A “port of call” is a harbor city where guests may get off the ship and spend the day.
  2. The left side of the ship.

What about “Ports of Call” that are inland? Are they still called Ports of Call when the ship actually comes into another city for harbor????/

72
Q

Porthole

A

Circular windows of ______ or less diameter, in the side of the ship’s hull or super structure.

73
Q

Pre/Post

A

The term commonly used to refer to the hotel packages offered to guests before and/or after their cruise vacation.

74
Q

Pre-Paid Gratuities (PPGR)

A

Gratuities that are added to a cruise reservation and paid for prior to the start of the cruise. MyTime Dining requires (PPGR)

75
Q

Promotion

A

Special Pricing or added value available for specific sailings and ships. Used to increase sales on a particular voyage.

76
Q

Promotion Code

A

Offers generated from outside marketing materials, these will only be able to be entered into a specific area of the reservation.

77
Q

Promotion Availability (PrAv)

A

Displays number of bookings that can still be made under a particular promotion. If more than one promo is available for a category, then the system will display availability of the promotion with the fewest remaining bookings. Why??????????

Royal Caribbean International (4 decks)

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