Sea ViewsFrom President and COO, Adam Goldstein

Sea Views Blog with Adam Goldstein

Guest Post: Kicking Off Royal Caribbean’s 2010 Anchored in Excellence Visits

Delegation is the key to life. Well, maybe not all of life (especially since traveling light is also a key to life and not to mention “Happy Wife Happy Life”) but at least it is a key to keeping a blog going. I enjoyed delegating this space to Lisa during the crossing of Oasis of the Seas so much that I have been missing her entries ever since. Obviously the attention to Haiti in the last month has made everything else a moot point but now I would like to move forward with “Fridays with Lisa.” I don’t want to give her a heart attack so I’m not insisting on every Friday. But hopefully most Fridays she will chip in with her observations about some aspect of the wide and wonderful world of Hotel Operations at Royal Caribbean International.

Today, Lisa will be talking about her AIE visit. During the course of the year our top operations executives visit every ship in the fleet, as Lisa describes below. Although I do not do these visits myself anymore, I regard the 10 + years of Anchored in Excellence (AIE) program and my own 117 AIE ship visits as true highlights. I congratulate Lisa Bauer and Bill Wright for continuing to enhance AIE.

AIE 2010 Kick-off

Lisa Bauer - Senior VP, Hotel Operations

Lisa Bauer - Senior VP, Hotel Operations

A few weeks ago I spent a week in Brazil where we officially kicked off the Anchored in Excellence (AIE) visits for the year. We were able to spend time sailing with both Vision of the Seas and Splendour of the Seas, and as a bonus, we were also able to visit our office in Brazil.

AIE is a program where we visit each ship in the fleet, and meet with the shipboard Executive Committee, attend both hotel and marine departmental meetings, host an all crew session, as well as invite any crew member to come see us for any 1:1 topics they would like to discuss. When sailing with the ship, we also have the ability to see how guests are enjoying the ship, as well as how our crew is interacting with our guests. A personal highlight for me from this trip was a dinner hosted by Captain Tommy on the Splendour of the Seas where they served all local Brazilian dishes.

What we experienced on both of these ships was fantastic. The camaraderie between the hotel and marine teams is excellent, and the teamwork is great to see. Both ships are sailing with over 98% Brazilians, and while the ships have the core Royal Caribbean product offering, they have been able to add local elements of customization to really bring in the Brazilian culture. This includes everything from a “Carnival” production show with lots of feathers, to BBQ’s on the pool deck, to many Portuguese speaking crew. The Brazilian crew members are also very engaging and really deliver the Wow.

You can’t just take my word for the fact that the ships are doing great. We measure all the ships in the fleet against each other and their targets with ratings on a balanced scorecard. Splendour of the Seas finished 2009 as the number one ship in the fleet, and this includes everything from guest satisfaction, to Ship Overall Appearance, meeting their budgets and revenue targets, employee satisfaction and workplace safety. I’m personally thrilled to see a ship from the late 90’s leading the way! It really does reinforce the importance of leadership, focus on the guest, and getting the product right for the market. Our Brazilian office has really been instrumental in helping us adapt to the local market.

6 responses to:
“Guest Post: Kicking Off Royal Caribbean’s 2010 Anchored in Excellence Visits”

  1. Leonard Hoyt

    Can you post a list of all of Royal Caribbean ships showing there AIE 2010 Kick-off standings.
    We have sailed twice on Grandier Of The Seas, once on Explorer Of The Seas and will be sailng to New England on the Enchantment Of The Seas in September 2010.
    We wuld be interested in these ships standing in the list of ships. I am sure that other people who sailed on your other ships would be interested in there standing.
    If you havn’t been to all of the ships in 2010 how about 2009.
    If this is a on gong hing then it would be nice for us to see the ships standing at the end of each year.
    Leonard & Kathy Hoyt

  2. Monica Hegmann

    I am encouraged to hear how concerned the upper-management at Royal Caribbean is with ensuring excellent customer service. Unfortunately, my experience with Royal Caribbean on our cruise just last week (Feb. 7 – 14th, 2010)was the WORST vacation experience I have ever had:

    My family of 6 was booked for a 7-day Western Caribbean cruise on the “Freedom of the Seas”, departing from Port Canaveral. It was the very first time we had ever visited the Caribbean, and the very first time we had ever been on a cruise – and we were so excited!!

    Unfortunately, early in the morning on the day we were set to embark, my youngest son, Mikey (aged 9), had a bout of stomach flu. It was blessedly short-lived, and by 10 am, he was peacefully sleeping it off, so we continued with our plans.

    When we got to the terminal that afternoon, we checked our baggage and my husband left to return the rental car as we proceeded through the check-in process.

    As we waited in a long line, we were handed a quick medical questionnaire asking if anyone in our group had had symptoms of vomiting or diarrhea in the past 48 hours. I answered honestly.

    When we finally got to the check-in counter, the clerk, on seeing my answer, looked concerned and quickly ushered into an office where the ship’s doctor was sitting behind a desk.

    He took one look at the medical questionnaire and said: “This is not good. He (Mikey) cannot go on.”

    I was stunned, not knowing what to say, so the check-in clerk answered for me, saying “But he’s fine now, and his father is a doctor.”

    The ship’s doctor replied: “It does not matter. The boy is still sick. He cannot go on.”

    Still in shock, we were ushered back to the check-in counter, where I was told that Mikey would not be permitted on the ship until I had a doctor’s certificate stating that he had been symptom-free for 48 hours and was now fit to travel. However, because of the ship’s itinerary, the soonest I could re-join the ship would be on Wednesday, in Jamaica.

    At this point, my husband finally re-appeared. He was quickly filled in on the situation, and we made a snap decision that he would continue on with our other three children, and I would stay back with Mikey until things could be sorted out.

    After they left, a call was put in to retrieve our luggage, and I was directed to a row of chairs to wait. I was also given a 1-800 number for Royal Caribbean’s “Customer Care”, if I had any further questions.

    While I waited, not knowing what to do, or where to go from there, I called the “Customer Care” number and explained our situation. I asked them if they could help me sort things out.

    They said no, they could not. It was not their problem.

    I asked if they could at least help me find a hotel where we could stay for the night.

    They said no, they could not.

    I asked if I could at least have our money refunded for the part of the cruise that we missed, so that I could pay for our hotel.

    They said no, they didn’t do that.

    I waited until the last passenger was processed and we were the only ones left, not knowing what else to do, when I was approached by one of the check-in clerks and asked to vacate the terminal, as they were shutting it down.

    She said I could continue to wait outside for another hour, but, if our luggage was not found by then, it would be too late and I wouldn’t get it at all.

    I could not believe what I was hearing. How much worse could this get?

    All I could answer was a feeble, “But it’s cold outside, and my son is tired.” (Outside, it was 52 degrees and windy and we were wearing light sweatshirts.)

    The clerk seemed to re-consider and said, “Look, forget about your luggage, you probably won’t get it anyway. The bus that brought passengers from the airport is about to return, you can hitch a ride with him.”

    And so, as the rest of my family was about to set sail on our very first cruise, Mikey and I were headed back to the airport on an empty bus.

    Lost, frightened and alone, completely abandoned by Royal Caribbean. No luggage, no place to stay, no way to get to Jamaica, and no idea how to find our cruise once we got there. Our dreams of a carefree vacation were ruined.

    I was trying really hard not to cry.

    If you would like to hear the rest or our ordeal, please feel free to contact me.

    Thanks for listening.


    Monica Hegmann
    Ottawa, Ontario, Canada

    The same week that we were to sail, Disney’s “Magic” ship was delayed in port at Castaway Cay for one day due to high winds. All passengers on that sailing were given free phone calls and a 20% discount on future sailings, while all passengers who were set to embark on the next cruise received free Epcot tickets for the day they had to wait, free hotel rooms overnight, $20 for meals, $100 in onboard credits per cabin, and a 20% refund of their fares, or the option of cancelling without penalty.

  3. Arvids Ernstsons

    My wife and I have sailed on 10 RCCL ships and this year we are sailing on 3 different ships that we have never sailed on. Every ship we have sailed on has given the WOW experience each time. Of the 10 ships we have sailed we have done some of them more than once because of the experience that we encountered the first time. In less than 50 days we are trying out the Adventure for the first time and then in September we will be on the Monarch. And to complete the year we will be on the Oasis. Next year we want to try something different so we are looking at Celebrity. Not switching lines just want to see Royals other brands.

    We want to thank RCCL for showing us a new way to enjoy our lives. And at the same time introducing us to a fantastic way to see the world. And it all started with a WOW on the Majesty.

  4. JOdy vance

    I think Keith Colburn is an unpleasant fellow, making a point of insulting the greenhorn Josh in the conversation about hiring Russ. He has also been extremely rough with this brother. I am sorry to hear you are sponsoring a cruise with him.

  5. Nicole C

    Can I just say, I looooooooooove RCCL. I have taken 4 cruises and loved them all. The level of service is excellent and I felt like I was a “special” guest. I travelled on one of your competitors recently, “The Fun Ship”, and nothing can compare. RCCL in my opinion won hands down. I sort of a RCCL snob:) I would love to go on Oasis, but need to save up a little more to do that. But I can’t wait. Keep up the good work RCCL.

  6. stephanie

    Sorry the date above should be january 3, 2010

Leave a Reply

Your email address will not be published.

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>


Connect With us

Tab indicator
Royal Caribbean's avatar
Royal Caribbean@RoyalCaribbean
@G1regory3 It will be here before you know it. What are you most looking forward to?
Royal Caribbean's avatar
Royal Caribbean@RoyalCaribbean
Isle of Pines: our little secret. #southpacific
Royal Caribbean's avatar
Royal Caribbean@RoyalCaribbean
Vacation days are the best kind of days. #welcomeaboard
Royal Caribbean's avatar
Royal Caribbean@RoyalCaribbean
@chrisefaw See you soon!
Royal Caribbean's avatar
Royal Caribbean@RoyalCaribbean
@NikkiObraVIP We’re ready to go when you are.
Explore even more of the world. See where your favorite ship is sailing from in 2015.
When are you constantly moving, but always in the same place? 
Next step in building #QuantumOfTheSeas: putting the azipods into place.
Countdown to November: Today the final block of #QuantumOfTheSeas was moved into place. 
You've got questions, he's got answers. CEO Adam Goldstein is hosting a Google hangout today at 1:30 / 12:30 CST to talk about Quantum dining: 
Watch Adam Goldstein and Moderator Colleen McDaniel as they answer questions and discuss the latest innovations coming to Quantum of the Seas
Get a taste of our next Quantum reveal. Stay tuned for an exciting announcement next week.
Disembark to a new world. #norway  
So much more to explore.  #stmaarten  
The options are endless.  #allureoftheseas  

JavaScript and Flash are required to view video content. View the playlist on YouTube.

  • Learn to surf in Bar Learn to surf in Barbados. 1 day + 2 hours ago
  • Palm trees at sunset Palm trees at sunset on a Barbados beach. 1 day + 2 hours ago
  • Sea, sky, sand. #car Sea, sky, sand. #caribbean 1 day + 2 hours ago
  • Swim with dolphins i Swim with dolphins in Roatan, Honduras. 2 days + 5 hours ago
  • Glowing pink sunset Glowing pink sunset in Bathsheba Beach, Barbados. 2 days + 5 hours ago
  • Bridgetown, Barbados Bridgetown, Barbados in the crystal clear Caribbean. 2 days + 5 hours ago
  • A taste of the Medit A taste of the Mediterranean. The Greek farro salad at Michael's Genuine Pub is made from the freshest ingredients available. ... 3 days + 5 hours ago
  • The banana toffee pa The banana toffee panini. Simple, sweet, sublime. Enjoy it this November at Michael's Genuine Pub. #MGPUB #quantumoftheseas ... 3 days + 5 hours ago
  • The ultimate comfort The ultimate comfort food: thick-cut potato chips with pan-fried onion dip pairs perfectly with Michael’s Genuine Home Brew. ... 3 days + 5 hours ago
  • Love 150 Central Par Love 150 Central Park? We're partnering with Michael Schwartz again to create his newest restaurant onboard Quantum of the ... 3 days + 5 hours ago
  • First stop on our Mediterranean trip: Venice, built on 118 submerged islands. Follow the link in our profile for Mediterranean itineraries.
  • Your #royalwow view awaits in the Mediterranean. Set sail with us tomorrow as we explore the European coast.
  • The banana toffee panini. Simple, sweet, sublime. Follow the link our profile to see the full menu for Michael's Genuine Pub.
  • A taste of the Mediterranean. The Greek farro salad at Michael's Genuine Pub, made from the freshest ingredients available. (Follow the link in our profile to see the full menu.)
  • The ultimate comfort food: thick-cut potato chips with pan-fried onion dip. Coming this November to Michael's Genuine Pub onboard Quantum of the Seas. (Link to full menu in our profile.)
  • Love 150 Central Park? We're partnering with Michael Schwartz again to create his newest restaurant onboard Quantum of the Seas. All this week we're giving you a sneak peek of the menu (or follow the
  • When are you constantly moving, but always in the same place?
  • Your chance to be the captain.
  • Skip along the tree tops in St. Maarten.
  • Not to be missed in Labadee: speeding 30 mph down the Santa Maria Mountain on our Dragon's Tail coaster.
Why Everyone Should Get Involved and Volunteer Everywhere

Friday, April 18, 2014 11:50 AM

GIVE Day (Get Involved Volunteer Everywhere) is the corporate global volunteer day for Royal Caribbean Cruises Ltd. and is our largest employee community event. My name is Helen O’Connell, Manager... Continue Here to Read More…

Quantum Class Ships: Empowering Guests to Take Full Control of Their Dining Experience

Thursday, April 10, 2014 2:14 PM

Hi everyone. I’m excited to begin our Quantum of the Seas blog series by sharing details about a new approach to dining at sea onboard Royal Caribbean International’s Quantum Class ships. Our... Continue Here to Read More…

How to Connect with a Colleague When You Have Conflicting Interests

Monday, March 10, 2014 10:11 AM

We are not all the same.  Not in life and not in business.  As a consequence, maintaining a healthy perspective on differences among people is a critical success factor in a business career. Some... Continue Here to Read More…

Humorous Travel Stories

Wednesday, February 19, 2014 3:30 PM

It might be my impending trip to Shanghai for dinner with four red eye flights in five nights.  I want to believe this will be tolerable.  So I find myself thinking of some of the humorous things I... Continue Here to Read More…

Why We Needed Bumper Cars to Go Head to Head

Friday, February 14, 2014 1:56 PM

Guest post by Nick Weir I’m Nick Weir, the Vice President of Entertainment at Royal Caribbean International.  As usual we’ve been hard at work and are very focused on Quantum of the Seas in... Continue Here to Read More…

She’s Back…Navigator of the Seas Emerges After Massive Makeover

Friday, February 7, 2014 6:20 PM

Guest blog by Lisa Lutoff-Perlo It’s a very exciting week for us here at Royal Caribbean International. After spending a month in drydock, we’re pleased to announce Navigator of the Seas is... Continue Here to Read More…

Productivity Hacks: Build a Great Team at Work and at Home

Wednesday, January 22, 2014 12:35 PM

When you live at the outer limits of multitasking, you never feel productive enough. So it’s nice of LinkedIn to assign a topic on the premise that I am in fact productive. Time is the scarce... Continue Here to Read More…

Why Project Radiance Didn’t Turn Out as Planned

Monday, January 13, 2014 3:00 PM

A reader recently asked if there was a time where I did something and it didn’t turn out the way I wanted it to, and what I did after that.  There are probably many relevant examples, but the one... Continue Here to Read More…

The Importance of Shipyard Visits

Monday, January 6, 2014 5:59 PM

Recently I visited both shipyards that are currently building ships for Royal Caribbean International.  First I traveled to Meyer Werft in Papenburg, Germany (builders of Quantum of the Seas,... Continue Here to Read More…

Looking Forward to 2014

Tuesday, December 31, 2013 12:17 PM

Happy New Year to all of our loyal readers and especially to our loyal Royal Caribbean cruisers.  As we head from one intense year in the cruise industry to the next, I would like to express my... Continue Here to Read More…