Final answer:
If a guest calls to cancel their cruise, the first step is to empathize with them and assure them that their cancellation request will be taken care of. Check the terms and conditions of the cruise company to determine the cancellation policy and inform the guest about any potential fees or refunds. Assist the guest in canceling their booking by providing them with the necessary information and guidance.
Step-by-step explanation:
If a guest calls to cancel their cruise, the first step is to empathize with them and assure them that their cancellation request will be taken care of. Then, you should check the terms and conditions of the cruise company to determine the cancellation policy and inform the guest about any potential fees or refunds. Finally, you should assist the guest in canceling their booking by providing them with the necessary information and guidance.