PST - Day 1

Dots - tracker for participation.

• Shift Biding Participation

Viking Introduction

Air Department:

• Air Customer Service
• Air Operation
• Air Travel Support
• Air Back Office
• Air Resolution Desk
• Strategic Planning
• Corporate Desk
• Seats Desk
• Rail Desk

• Air Operation - is for ex: the passenger called you and said

• The one whose working on the surprise air.
• sometimes about the air, via seas and bus.

• Air Travel Support - are the travel emergency ( if the Pax is in the airport and called you prior to their flight 2/0 days cause they received an email that the flight has been cancelled.)

• Air Back Office - ( the Pax called to issue a ticket or their flight ) the one whose handling Pax concern regards to their schedule changes. No worries your flight will be ticketed again within 24-48 hrs.

• Air Resolution Desk - escalated concern. ( Pax is asking about the supervisor ) ask approval first for SME or TM.

*Strategic Planning - for those who handled by team manager.

• Corporate Desk - receive a call and the booking has a corporate information/ corporate booking, we need to transfer call to Corporate desk.

• Seats Desk

• Rail Desk

Reservation Department:

• Direct Sales

• Travel Agent (TA) Sales

• Outbound Sales

• Group Sales

• Service

• Direct Sales - ( Pax called cause they want to change cruise information ) Need to transfer to them if the guests the one's whose calling you. ( Pax said that they want to get a cruise or book me a cruise ) if the travel agent the one's whose calling you transfer the call to travel agent.

• Travel Agent (TA) Sales - If travel agent called you cause their guests wants to book a cruise.

• Outbound Sales - just like E- Services.

• Group Sales - like the Pax called you and say that they had a group booking and they want to book a cruise.

• Service - have 2 department Direct and travel agency

Direct service - the guest where the one whose calling you.

Travel Agent - asking the cruise in behalf of the guests.

Auto booked 55% - whose generating the flight.

Auto QC 72% -

The Training Plan: ( already in the email )

Time and Attendance :

• Infraction will lead to disciplinary action which can include termination.

Quiz Scores:

• You must pass each Quiz with an 85% or higher. If you fail 3 Quizzes, this will lead to disciplinary action which can include to termination.

Assessments/ Quizzes Schedules: April 13 - First assessment Air Policies April 17 - Will have alliance and hubs Quiz. April 21 - Evolution Quiz April 26 - Will have basic sabre Quiz. April 28 - Contract Quiz. May 2 - Advance Sabre Quiz May 4 - Make Up Quiz May 12 - Midterm Finals - Training Bay

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