The first thing that the agent needs to do is to help the customer choose a cruise. Cruise options can be narrowed down by where the customer wants to go, for how long and when. Beyond this basic information, the cruise agent needs to determine the type of cruise experience the customer wants. Some customers want to cruise on a megaship, where the ship is like a small city on sea, while others want a more intimate experience. Some cruises cater to families, some to seniors and others to those who want a party atmosphere. By asking these questions, the agent can find a cruise that fits the customer's personality.
A big factor when booking a cruise is the budget. Combined with the type of experience the customer wants, the budget helps narrow down the options available. Cruise lines such as Carnival are more budget-friendly while Royal Caribbean and Norwegian generally cost more. After obtaining the customer's budget, the agent needs to ask whether he is part of a cruise line's membership club, as membership offers repeat customers special discounts and perks. Besides membership, the agent should look for other deals, such as early or last-minute booking discounts.
In addition to booking the cruise itself, an agent needs to assist with any required add-ons. These add-ons include airfare, pre- and/or post-cruise hotels, shore excursions, and travel insurance. The agent also needs to check with the customer for any dining and cabin preferences. Traditionally, cruise lines have two seatings, early and late, for dinner. For cruises with assigned dining, the customer's preference is selected during the booking process. Other cruise lines offer "freestyle" dining, which allows customers to dine whenever and wherever there is availability. A cabin category and location fitting the customer also needs to be selected. For example, claustrophobic customers would not want an inside cabin with no window while those sensitive to motion sickness should be placed in cabins in the rear or front of the ship as these cabins feel less movement.
Once the cruise, add-ons and preferences are selected, the agent needs to collect the customer's personal and payment information to actually book the cruise. Required information includes the passenger's name, birth date and contact information. To submit payment, the agent needs the customer's credit card details. Also, the agent needs to inform the customer of, and help arrange for, any passport and visa requirements.
