CRS – INCIDENTS
An incident is an experience a guest may have that affects their attitude towards Carnival. It may be either positive or negative. All such issues need to be documented.
WHAT IS THE INCIDENT REPORT AND WHY DO WE HAVE IT?
The incident report is a way of keeping track of any incident or issue the guests may be experiencing, to see what areas need improvement and record what actions may have been taken to resolve such issues.
Additionally, this report will inform our Head Office what actions were taken onboard should they seek further assistance after the cruise.
HOW SHOULD INCIDENTS BE WRITTEN?
In order to keep incidents uniform, they need to be written in a certain manner
- Factual Information Only – No opinions or assumptions. For example, “Mr. Smith was drunk” cannot be written. Instead one would write why they may believe the guest was intoxicated “Mr. Smith’s speech was slurred and his breath smelt of alcohol”
- Always Written in the Third Person – For example instead of “I sent a bottle of champagne” one would write “Purser sent bottle of champagne”. Additionally, when speaking with another department it is important to write the position of that person and not just their name so the report is understood by all. For example “Purser called and spoke with Housekeeping Manger John” not “Purser called and spoke with John” as not everyone will know who John is.
- Always Use The Guests Name - The guest must always be referred to by name as sometimes there is more than one person affected by an issue. For example “Mr. Williams came to the desk”.
- Always Write in the Past Tense – The incident report records what has happened, not what might happen.
Keep in mind that the incident report is an internal report and cannot be shown or copies given to our guests. Guests are entitled to reports that they have written or signed, such as Lost Luggage forms, Lost Item Reports or Security Statements.
It is imperative that all incidents are followed up on and resolved as quickly as possible, so that the guests’ expectations may be exceeded.
CRS AT A GLANCE
LOGGING INTO CRS
Each Purser will receive their own login for CRS. Their login will remain the same for the entirety of their career with Carnival. Upon logging into CRS the Purser will be presented with a main menu of which two options will be essential.
Quick Login – Allows you to create a new incident
Rep Desktop – Allows you to view or update existing incidents
QUICK LOGIN
Upon selecting quick login and entering a cabin number, a list of guests will appear who are staying in that cabin for the current cruise and who have stayed there previously. Last cruise will be listed first. To identify who is currently in the cabin, one should start from the bottom and look for consecutive numbers on the right hand side.
Upon selecting the guest, the Purser will be presented with a window requesting the issue be entered. By clicking on the question mark next to the issue field, a list of all possible issues will appear. To search for an issue type a key word, with asterisks on either side into the description field, for example *cabin*. Then select the issue that best describes what the guest has advised you. The Purser can also search by the type of issue:
COM – Complaint
PRA – Praise
REQ – Request
INQ – Inquiry
If the issue is tour related, the name of the tour must also be entered into the tour field.
A descriptive title should then be entered into the comments field and should reflect what the guest is saying. The correct format is with capitals for each word, for example “Cabin Smells of Smoke”. This title should then be copied into the notes field, putting the cabin number in front, E34 – Cabin Smells of Smoke.
A line must then be left creating space between title and text, and a descriptive and detailed account of what the Purser has been informed of by the guest should be written. The Purser should then click on the open button in order to complete the other elements of the incident.
CONTACT TAB –
The incident will open at this tab. The information provided in this screen is mostly reservations information and largely does not need to be changed, however there are five fields the Purser should check to see if they need to be adjusted.
Method – Change to LS if a lost and found item or to CC if the information is received via a small comment card known as Carnival Cares.
Source – Allows the Purser to indicate what type of the guest the information is coming from. Depending on their status and their nationality, actions and compensation may vary slightly. If none of the above, it is acceptable to be left blank.
Notes – Allows the Purser and supervisor to communicate about the incident. Your supervisor will leave notes in this field of tasks to be completed. Once the notes have been acted upon, they may be deleted.
Insurance – Yes or No for incidents that travel insurance would cover them for, depending on their policy. For example Lost Luggage, Damaged Luggage, Lost Items, Damaged Items and Medical issues.
Response Type – Reflects the action taken in response to the incident
(P) Pending – The computer will default to pending. This option is used when a response has not yet been decided upon.
(L) Letter – If a letter has been sent to a guest
(CR) On-Board Credit – If the guest has received monetary compensation
(NR) No Response – If the incident was resolved at the desk or with a follow up call.
CUSTOMER TAB
Allows you to enter the address of the guest required for the following types of incidents: Lost Luggage, lost item, any incident requiring follow up by Guest Relations Department in Miami.
Additional guests may also be added to the incident in this tab. For example, one guest may report a flood in the cabin, but it will affect all occupants of the cabin and this should be reflected in the incident.
Finally for any incidents regarding damaged or lost luggage the airline tab should also be adjusted. If not lost or damaged by the airline, “NR” or “Not Airline Related” should be entered.
ISSUES
Sometimes a guest will have multiple issues that they report and each one needs to be recorded. By clicking “New” additional issues can be added.
NOTES
This is a detailed explanation of the incident or a “story” of what happened. All details should be entered into the notes tab including any correspondence with the guests or members of other departments relating to the issue.
To update the notes at a later time the insert button should be clicked to enter date, time and login of the person adding information. This creates a timeline of all communication with the guest and a record of how and when the issue was resolved.
LETTER
Used to help create letters to be sent to our guests. By clicking on the question mark next to “letter” a selection of completed letters will be displayed. The Purser can then select the most appropriate, depending on the situation. Additional paragraphs can also be added by clicking on the down arrows to move paragraphs around and then clicking on the question mark next to the empty field.
In the letter tab, one can also confirm the greeting for the letter and whom it is from, adding your signature. Click on validate after creating the letter which will prompt for inserts (see below).
INSERTS
Only needs to be used when prompted by the computer (the tab will turn pink requesting action). The inserts tab will suggest information that one needs to include in their letter, for example lost and found letters will prompt the Purser to enter the item that was lost.
TEXT
Allows the letter to be viewed prior to being printed. Additionally, allows for changes to be made to the letter by clicking on the custom button. The changes can be manual or with assistance from the computer as a specific paragraph can be entered by selecting the “Get Paragraph” button.
If you wish to undo any customization, click on Undo and the letter will return to its original format.
To print the letter, click on Copy Letter to Word.
