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Call Center Handoff to Ship&Play Concierge
When a guest expresses interest in luggage shipping, the best practice is a warm 3-way email introduction that puts the guest directly in touch with the Ship&Play Concierge team — with full context already established.
The 3-Way Email Introduction
While on a call with the guest, compose a quick email to concierge@shipplay.com with the guest CC'd. This ensures the Concierge has full context, the guest feels taken care of, and the handoff is seamless.
To: concierge@shipplay.com
CC: [Guest Email Address]
Subject: Ship&Play Introduction — [Guest Name] | [Cruise Line] [Sail Date]
Hi Ship&Play Concierge Team,
I'd like to introduce you to [Guest First Name] [Guest Last Name], a valued [Cruise Line] guest who is interested in using your luggage shipping service for their upcoming voyage.
Here are the details:
- Cruise Line: [Cruise Line Name]
- Ship: [Ship Name, if known]
- Sail Date: [Embarkation Date]
- Embarkation Port: [Port City]
- Itinerary / Key Ports: [Brief itinerary or destination, e.g. "7-night Caribbean, Miami to Nassau, Cozumel, Belize"]
- Number of Bags: [Number and type if known, e.g. "2 checked bags, 1 carry-on"]
- Special Notes: [Any special requests or context]
[Guest Name] is CC'd on this email. Please reach out to them directly to complete the booking and answer any questions.
Thank you!
[Your Name]
[Your Title] | [Cruise Line]
[Your Phone / Extension]
Why this process works
- The Concierge receives full sailing context upfront — no back-and-forth with the guest to gather details
- The guest is CC'd, so they see the introduction and know to expect contact from Ship&Play
- The handoff creates a paper trail for both teams and the guest
- Guest feels personally referred — not passed off to a random 800 number
- Concierge can reply-all to immediately connect with the guest
Alternative: Live Transfer
For guests who prefer to handle booking immediately on the call, transfer directly to the Concierge line: (855) 566-2085, Mon–Fri 9am–7pm ET. Stay on the line for a warm introduction, then drop off.
Handling guest inquiries about bag tracking and status — and when to escalate to Ship&Play.
Coming Soon
Step-by-step escalation protocol for guests with tracking questions, delayed bags, or missed pickup windows. Contact Jake Case at jcase@shipplay.com if you need immediate guidance.
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Lost / Delayed Bag Protocol
What to do — and what to tell guests — if a bag hasn't arrived in the stateroom or at their home.
Coming Soon
Protocol for handling lost or significantly delayed shipments, including escalation path, guest communication templates, and claim process. Contact concierge@shipplay.com immediately for any active bag escalations.
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Port Agent Coordination
How Ship&Play coordinates with port agents for embarkation deliveries, and your team's role in the process.
Coming Soon
Port agent contact list, delivery window schedules, and coordination checklist for terminal staff. Contact Jake Case for port-specific questions: jcase@shipplay.com.