Sea ViewsFrom President and COO, Adam Goldstein

Sea Views Blog with Adam Goldstein

Guest Post: Fleet Operations Conference

Lisa Bauer - Senior VP, Hotel Operations

Lisa Bauer - Senior VP, Hotel Operations

Last week we hosted our fleet wide Captains and Hotel Directors for a conference in Orlando. The theme of the conference was Leadership, and our overall Executive Committee effectiveness. The Executive Committee onboard is comprised of the Captain, Staff Captain, Chief Engineer, Hotel Director and Human Resources Manager.

It was a great 5 days with the group. There were several highlights, too many to note, but I thought I would share a few…

We have a shipboard advisory committee comprised of 3 Captains and 3 Hotel Directors – their leadership was so inspiring during various sessions. The fleet really looks up to these gentlemen, and it is clear to see why.

The team building event was held at Universal Studios and it featured a scavenger hunt based on our conference theme – this group is so competitive I couldn’t believe it. It is funny to note the teams that had a few women on them did the best – because they would actually ask for directions :)

One of the key highlights of the conference was the awards ceremony. South Florida Make-A-Wish President and CEO Norm Wedderburn presented each ship in the fleet an award for their contributions and support of Make-A-Wish, and we had a Wish Family attend and share the power of the wish. (There wasn’t a dry eye in the room). There were lots of awards that night, but the big award was Ship of the Year, which went to Legend of the Seas. Captain Bill and I presented this award, and we couldn’t agree on who would actually open the envelope to announce the winner, so we did “rock, scissors, paper.” It took us 8 ties before I finally lost and he got to announce the winner.

It was so special to see the entire room give a standing ovation to the Captain when he came to accept the award. To me it really reinforced what a global brand we are when the ship the farthest from home managed to have the strongest performance on all metrics in the fleet. I don’t know what struck me more – the emotion of how proud the entire fleet was of the Legend, or how humbled the ship was to receive the award.

I also wanted to mention what an incredible job the Hard Rock Hotel did in hosting our conference. The service was amazing, and we had 2 servers that were so outstanding we actually gave them awards at the ceremony for their service. They said that had never happened before – I guess we really believe in recognizing great service when we see it.

17 responses to:
“Guest Post: Fleet Operations Conference”

  1. bob fay

    Your senior captains shouldn’t have to ask for directions during the scavenger hunt. They can direct a ship around the world without any issues so the scavenger hunt should have been a walk in the park.

  2. Scott lara

    Thanks for the post. As a frequent cruiser, a travel agent and a talk show host, I wanted to share how important it is for RCCI to redouble its efforts in providing a clean, fun and affordable cruise vacation. The economy remains fragile and as other lines are itching to raise rates, I believe it is critical for RCCI to stay competitive. Also, it remains critical not to nickel and dime your customers to death.

    Scott Lara
    Diamond Level Crown and Anchor
    Air Sea Travel
    Jacksonville, Florida

  3. Stephen Green

    Sir
    My wife and I have been sailing with RCCL for a good number of years. We had reached the diamond level one cruise at a time. Included were four family cruises (17 people) and a wedding cruise with our daughter (23 people). We were enjoying the benefits of the diamond level including the concierge lounge, the concierge, and the evening meet & greet. After 3 cruises at this level it was changed. We were informed that the concierge service and concierge longue were going to be available only to Diamond Plus members and higher level suite guests. There would be a “staff member” available at breakfast hours in a “private area” to discuss any issues with and a bar area with wine and beer set aside in the evening for Diamond Members (no h ‘or dourves or finger foods, no cocktails). At neither of these areas was there a check made that only Diamond (or Diamond Plus) was served. When we called the Diamond desk we were told it was all about the CRUISE EXPERIENCE. We went on the 1st Members Cruise through the Panama Canal; we have been sailing with RCCL 20 years, THAT is the cruise experience.
    Due to where we live and the fact that we both still work for our living, we are not able to go on cruises at the drop of a hat as a lot of retired people do. We are also inland so we cannot take weekend cruises without spending additional dollars for transportation to the docks. I do not feel it is right that these amenities once granted, were removed. Had we not already booked two additional cruises with RCCL in February 2009 while on a cruise, I’m not sure we would have after this last experience. On our last pre-booked cruise with RCCL we received a form card that stated “Welcome to the New Diamond Membership Benefits”. It explained all the “benefits” that after 3 cruises at the old Diamond level that we could no longer enjoy. The fair thing to do in situations such as ours would have been to create a new level for those that had obtained diamond under the old rules or just bump us to bump us to Diamond Plus to solve the problem. I’m sure that we are far from being alone in feeling like this. We have one more cruise booked with RCCL, an eleven night Mexican Riviera. If the CRUISE EXPERIENCE for this cruise is not an improvement over our nine night New England & Canada cruise, it might well be our last cruise with RCCL or sister companies.l
    There are other cruise lines wanting our business, which we have been resisting feeling loyal to RCCL. What a shock to find out RCCL is not loyal to us and doesn’t care about us.

  4. Peter Warren

    What a pity you guys stopped promoting Oasis with those terrific videos which you did regularly since she left. It a shame when there are so many topics still to cover and would-be cruisers could follow and really identify with their planned cruise ship. I would have thought every such ship needed such a series. “here we are last week in port XX and we took the cameras ashore to show you the XX” “Who would have thought we had so many different kinds of cabin” “A look behind the scenes in the galley” – etc endless, with a little imagination. But I guess it is tiring to do all those videos. The marketing guys need rest after all.

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  7. Jim WEage

    Adam, I agree with Stephen Green whole heartedly. We became diamond members because we wanted loyalty.You should grandfather in those that had gained diamond membership prior to your decision to save on this perk. Thank you for your future response, Jim & Jb Wage

    • Adam

      Thank you for your suggestion, Jim. Regarding the Crown and Anchor program, I have mentioned previously that we would do our best to address any changes in this forum. On that front I can tell you that we look at all of our programs regularly and should we decide to make any changes, we will keep you updated.

  8. Peter Kohn

    Hello Adam,

    I want you to know, that I, as well, completely agree with Stephen Green and Jim Eage regarding their statements around the Diamond level and Concierge lounge benefits being changed. Upon reaching 10 cruise credits, and so looking forward to our next “booked cruise” the rules were changed. The “grandfathering” of Diamond members with 10 or more credits at the time of your policy change, is exactly the way to WIN our ongoing support not to mention the loyalty that all cruise lines covert!

  9. mario

    I have just seen that the itinery for eastern carib on Oasis has been changed to go to Nassau on the firat day instead of the last day. I think this is much better and we still get three full days at sea. The time in Nassau is from 7am to 2 pm. We are going on sept 25th 2010.

  10. MICHELLE

    I see that the Allure is only scheduled to be in Bahamas from 7 -1 but the Oasis is scheduled to be there for an extra hour until 2. Is there a possibility that the Allure will extend the stay for one extra hour until 2?

    • Adam

      Thanks for your question, MICHELLE. At this time, Allure of the Seas will be visiting Nassau from 7 – 1 pm. If there are any changes we will make sure to notify you.

  11. bjorn jakobsen

    dear adam
    do not make any change to c+a program before
    oct.23 2010 because that is our cruise no.100

    thanks

    bjorn + gitte

  12. Ron

    Mr. Goldstein,
    As a Diamond level cruiser (15 Credits and counting) I too agree that the C&A program needs to be looked at again. In economic times such as now this a chance for RCCL to really shine. Also, as a business owner I understand looking for areas to tighten spending. That being said, I don’t feel that short changing your Loyal Royal customers is the right answer. If the conduct in the lounges was too loosely regulated, then fix the problem. What we found to be the most beneficial of our time spent in the lounge was visiting with all of the other passionate cruisers. These are your best sales people. RCCL is spending money daily to try to reach new customers and enlighten them on all of the places the “Nation of Why Not” can take them.This is a very cost effective level of marketing to qualified customers and quite simply a slam dunk. You should grandfather past customers and quite frankly allow all diamond members back into the lounges. This was a petty move to save dollars in the wrong area.

  13. Managed Services Orlando

    Thanks for the detailed information about Leadership with case study.

  14. Himakshi Munjal

    if you are searching restaurants in delhi then check out this blog and have a look on the best restaurants in delhi and order food here. Here is the list of restaurants in delhi where you can either go for eat (break fast, lunch and dinner) or can order for home delivery.

  15. Barbara

    Just chiming in regarding the coments about the Diamond benefits to C&A members. We were on a five nt. cruise on the Grandeur out of Tampa in Jan. The nightly “Diamond Event” was really quite sad. We were in a back section of the Viking Crown Lounge overlooking the rear (smokestack) of the ship. There were two very nice waiters who did a fine job of serving our “free wine & champagne” and “discounted” beer and other drinks. When asked if there was something we could snack on with our drinks, we were given the same plastic container of raisins, peanuts, etc. that we could get for the asking in any of the other lounges…IF ANY WAS AVAILABLE. The quality of the wine really bad, and the “champagne” wasn’t much better. Never did any staff member make an appearance to try to make us feal of some value..not even the C&A ambassador. If so much can be given to us on Freedom and above classes, why can’t we at least be shown a bit more appreciation on the smaller ships…which some of us like to cruise on? We came away with the feeling that we were just the pesky dog that needed to be thrown any kind of “treat” to keep us quiet..I think in the South they call them hush puppies. We are trying to be loyal to Royal, but the benefits ’til Diamond Plus aren’t very encouraging.

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