Guest Post: Royal Caribbean Dining Room Service

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Lisa Bauer - Senior VP, Hotel Operations

Lisa Bauer - Senior VP, Hotel Operations

We have a healthy competition between our stateroom attendants and our dining room wait staff for who can deliver the best guest satisfaction ratings. It is always very close, and we know that the level of engagement our guests get from their wait staff is very important to our guests.

Last year we had a few challenges to our dining room service. We had almost the entire Oasis start up team come from existing ships, so we had to back fill the open positions with mostly new hires across the fleet. Because our Food & Beverage team is the largest onboard, the influx of so many new hires had an impact on our service until the new staff got into the routine onboard.

We also introduced a new program that was specifically put in place to increase service levels in the dining room by having the wait staff take drink orders. While this worked well on some ships, on other ships, we didn’t have the right numbers of bar stations, or proper technology to make it easy for the wait staff to be efficient. As a result, we went back to basics and are reworking all the processes to ensure that when we continue to implement this program, we’ve given the crew the correct resources and processes to be successful.

We’ve recently launched a fleetwide “We Service Incredible” contest to the dining room staff to have an increase in training and focus on really delivering the wow in the dining room. In addition, we also have put into place new timing and training so that when we staff Allure, it doesn’t have the same impact across the fleet.

Early results on the “We Serve Incredible” contest are encouraging, as our guests’ ratings are up and the race between housekeeping and dining room service continues!