Clearwater Marine Aquarium

Policies and Procedures

Policy: Reservation Associates Consistency Standards

Policy Number: CMA-GS-001

Date: October25, 2012

Department: Reservations

PurposeTo make sure all Reservation Associates are giving all callers the same information to ensure, when a guest calls back and speaks to a different Reservation Associate the process is seamless to the guest. Guests consistently receive the same information regarding programs from all Reservation Associates.

Description

Reservation Associates will use the below guidelines when speaking to each guest about the availability of programs to book, and the restrictions, if applicable, to participate in the programs.

  • Do not give guests false hope when booking animal interaction programs.
  • Make sure they understand they CAN NOT pick their pose, dolphin, and their dolphin WILL NOT be Winter (unless they are booking a Winter program).
  • Document in the comments section you discussed this with the guest when making reservations.
  • Make sure you get all of the guests personal information when making future reservations (email, phone, address).
  • Coupons CAN NOT be used over the phone, and will not be credited at the ticket windows when checking in.
  • When booking Packages, make sure you fill in dates for all activities associated with the package.
  • Guest must be told there is no storage for wheelchairs or strollers on the Sea Life Safari. Guest must also be able to board the boat on their own. The crew cannot assist them.
  • Min. Age for Behind the Scenes Tours, Eco Combos, and Individual Photo Ops is 5 years old.
  • No Jewelry is allowed to be worn by all guests participating in any dolphin interaction program.
  • We only book what is available on the reservation system. If something is sold out, it is sold out NO EXCEPTIONS, NO OVER BOOKING.
  • No one in reservations is authorized to contact any other department with guest issues, requests, ideas etc. Information should be provided to the VP of guest relations who will follow up as needed.The exception is when the tour desk must contact the education department or team is directed to call another staff member due to days off etc.
  • Every booking must immediately be put in the system and the guest given a confirmation number. It cannot be done later, we do not call back with information. Writing down information and processing the booking after you have ended the call is unacceptable. Each guest should be handled in one call unless there is an “out of the ordinary” transaction which would require an email to the department head.
  • Use the comments section in the booking to include information on anything discussed with the guest. Notes are a good way to reconfirm what information you have provided.
  • Reservation agents are NOT authorized to comp anything or give discounts without the approval of the Guest Relations VP, Director of Guest Experience, or Director of Ticketing Sales and Reservation Systems.
  • If you receive a call from a guests stating they were told they were going to be refunded or given something for free when they arrive, gather the details, and immediately contact your supervisor. Refunds cannot be issued or promised to any guests.
  • If you have a situation that you believe warrants special consideration send the booking # along with the details to your supervisor, and it will be considered. You will receive information from your supervisor regarding how we will proceed.
  • You should not be telling a guest to call back and talk to you. We have a number of agents taking calls from the queue. When a guests calls they are to work with whichever agent answers the call. Do not put someone on hold and wait for another agent. Kindly tell the guest I am sorry I cannot transfer calls how may I assist you.
  • Refunds cannot be issued in the reservation department. A refund request form must be filled and submitted for consideration.
  • Emails should only be sent for confirmation purposes. We do not handle bookings or provide program information via email.
  • Guest calls should NOT be forwarded to guest services. All call should be handled by reservation agents.
  • We do NOT have a wait list. Sold out, is Sold out. No Exceptions
  • Do NOT overbook a program. If you come across an error made by a team member with a guest reservation, notify your Supervisor. They will advise you if we can accommodate the guest in another way.
  • If we make an accommodation, make sure you document it in the notes section and put the name of the supervisor who gave you the approval, your name and the date you were given the approval.
  • All calls should be answered “Thank you for calling Clearwater Marine Aquarium, my name is ______how may I help you.”
  • All calls should end with “Thank you for calling Clearwater Marine Aquarium”.

CMA-GS-001