CRUISES Final Exam 2023 Graded A+
who is amy alexy?
- head of global talent at royal caribbean group
- previously chief HR officer
what does royal's idea of "return to service" mean?
- get ships/crew back on the water to serve guests
- by the end of last year, returned 51 of 61 ships (more than 85% global capacity) and
served >1.3 million guests
what sections are royal employees broken into?
- over 85k employees
> 77k shipboard
> 7k shoreside
> 1.1k private destination
how did royal help their employees during the pandemic?
- vaccination partnerships with india, phillippines, & other world govts
- cash advance loan for all crew to reduce/eliminate up-front financial burdens
- various learning opportunities for leadership
- opportunities to work and provide for their families
how did royal welcome shoreside employees back to miami headquarters?
- enabled safe&successful return for 2k south FL employees
- developed/launched/managed safety protocols
- managed vax records
- handled positive cases/contact tracing
- distributing tests
- collaborating w/ external partners to deliver testing/vax events
- welcome ppl back with social events
who is the president and CEO of royal?
jason liberty
what is royal's human capital strategy?
- attract and retain top talent
- deliver the best employee experience and culture
- grow our leaders
- provide scalable growth
what are royal's shipboard's demographics?
- majority from asia (phillippines, thailand, indonesia)
- in manila, primary industry is shipping, where schools encourage local community to
get into sailing/shipping
how did royal's HR response get crew members back home during the pandemic?
- crew from vietnam spent 6mo on ships bc vietnam was not allowing them to come
home
bought out commercial flights
- used cococay to house employees from celebrity/RCI (divided crew by country, used
ships to take them home)
- put employees in hotels instead of unsanitary quarantine facilities
,- allowed access to employee assistance program, loan program, hardship fund, ability
to stay on board ($22 mill spent thru hardship fund)
how did the media portray the cruise industry during the pandemic?
- negatively
- made it seem like crew was being held captive, when cruises were actually provided
resources/aid
- efforts to combat negative media thru few press releases like "healthy sail panel" but
mostly remained quiet
who is kate mccue and what does she aim to do?
- first female captain of a major cruise line (celebrity)
- aims to make seafaring life accessible/relatable (especially to women), does so thru
social media
who is shaina arsenault?
senior analyst, hotel operations for royal
what does the hotel side of a cruise include?
- food and beverage
- entertainment
- housekeeping
- guest services
- onboard revenue
- hotel maintenance
- support services
what does the marine side structure of a cruise include?
- navigation
- safety
- medical
- deck
- engine
- maintenance
cruise lingo
- slop chest: crew store
- master's hearing: if you do something serious enough where your contract can be
terminated, you are called to the bridge to meet with the captain
- 1-95: long passageway in the hull of the ship
- blue boys: maintenance workers
- signing off: contract ending
- galley: kitchen
- OPP: outbreak prevention plan
- shoreside: supporting office on the shore
- turnaround: guests disembark on the same day
- alongside: pulling to port
cruise phases of covid
1: pandemic started
2: no sail order
, 3: conditional sail order
> minimum manning on ships, crew contract renewals paused, crew repatriated home
among intense travel restrictions
4: voluntary program for cruise ships
> included best practices, new guidelines, opting in is by a ship by ship basis, less
restrictions than the conditional sail order
the future of RCI
- 21 ships relaunched (& counting)
- 30,000+ crew are back
- icon class is in the works
- mobile application leads the industry technology
- brand new terminal to be built
- alongside new private destinations
- new headquarters
what is royalup?
- a program that allows guests to bid for an upgraded room and increases onboard
revenue
- onboard revenue is roughly 30% of the brands total revenue (F&B is biggest, followed
by the casino)
why was the old cruise experience passive?
- it was mostly used for transport
- new experience is active, many activities (e.g., rock climbing, night clubs, movies)
- amusement parks are on the rise
shipscape factors that affect the cruise experience
- ability to walk around the cruise (slight rocking of the ship is enjoyed by many)
- observational crane was added to create instagrammable space and organic
advertisements
refunds vs. future cruise credits
- norwegian uses refunds instead of cruise credits (give cruise credits back in future
cash flow)
- customer focused approach on refunds
> offered a bonus with cruise credit, so by giving refunds they were avoiding an
additional loss
royal's product innovation
- ship renovation
- onboard revenue centers
- new revenue-generating activities and entertainment
- new cabin packages
icon is the next class of ships
what is the celebrity solstice lawn club?
an attempt to innovate and bring grass onto a cruise ship
what is celebrity edge magic carpet?
a closer connection to being at sea
who is amy alexy?
- head of global talent at royal caribbean group
- previously chief HR officer
what does royal's idea of "return to service" mean?
- get ships/crew back on the water to serve guests
- by the end of last year, returned 51 of 61 ships (more than 85% global capacity) and
served >1.3 million guests
what sections are royal employees broken into?
- over 85k employees
> 77k shipboard
> 7k shoreside
> 1.1k private destination
how did royal help their employees during the pandemic?
- vaccination partnerships with india, phillippines, & other world govts
- cash advance loan for all crew to reduce/eliminate up-front financial burdens
- various learning opportunities for leadership
- opportunities to work and provide for their families
how did royal welcome shoreside employees back to miami headquarters?
- enabled safe&successful return for 2k south FL employees
- developed/launched/managed safety protocols
- managed vax records
- handled positive cases/contact tracing
- distributing tests
- collaborating w/ external partners to deliver testing/vax events
- welcome ppl back with social events
who is the president and CEO of royal?
jason liberty
what is royal's human capital strategy?
- attract and retain top talent
- deliver the best employee experience and culture
- grow our leaders
- provide scalable growth
what are royal's shipboard's demographics?
- majority from asia (phillippines, thailand, indonesia)
- in manila, primary industry is shipping, where schools encourage local community to
get into sailing/shipping
how did royal's HR response get crew members back home during the pandemic?
- crew from vietnam spent 6mo on ships bc vietnam was not allowing them to come
home
bought out commercial flights
- used cococay to house employees from celebrity/RCI (divided crew by country, used
ships to take them home)
- put employees in hotels instead of unsanitary quarantine facilities
,- allowed access to employee assistance program, loan program, hardship fund, ability
to stay on board ($22 mill spent thru hardship fund)
how did the media portray the cruise industry during the pandemic?
- negatively
- made it seem like crew was being held captive, when cruises were actually provided
resources/aid
- efforts to combat negative media thru few press releases like "healthy sail panel" but
mostly remained quiet
who is kate mccue and what does she aim to do?
- first female captain of a major cruise line (celebrity)
- aims to make seafaring life accessible/relatable (especially to women), does so thru
social media
who is shaina arsenault?
senior analyst, hotel operations for royal
what does the hotel side of a cruise include?
- food and beverage
- entertainment
- housekeeping
- guest services
- onboard revenue
- hotel maintenance
- support services
what does the marine side structure of a cruise include?
- navigation
- safety
- medical
- deck
- engine
- maintenance
cruise lingo
- slop chest: crew store
- master's hearing: if you do something serious enough where your contract can be
terminated, you are called to the bridge to meet with the captain
- 1-95: long passageway in the hull of the ship
- blue boys: maintenance workers
- signing off: contract ending
- galley: kitchen
- OPP: outbreak prevention plan
- shoreside: supporting office on the shore
- turnaround: guests disembark on the same day
- alongside: pulling to port
cruise phases of covid
1: pandemic started
2: no sail order
, 3: conditional sail order
> minimum manning on ships, crew contract renewals paused, crew repatriated home
among intense travel restrictions
4: voluntary program for cruise ships
> included best practices, new guidelines, opting in is by a ship by ship basis, less
restrictions than the conditional sail order
the future of RCI
- 21 ships relaunched (& counting)
- 30,000+ crew are back
- icon class is in the works
- mobile application leads the industry technology
- brand new terminal to be built
- alongside new private destinations
- new headquarters
what is royalup?
- a program that allows guests to bid for an upgraded room and increases onboard
revenue
- onboard revenue is roughly 30% of the brands total revenue (F&B is biggest, followed
by the casino)
why was the old cruise experience passive?
- it was mostly used for transport
- new experience is active, many activities (e.g., rock climbing, night clubs, movies)
- amusement parks are on the rise
shipscape factors that affect the cruise experience
- ability to walk around the cruise (slight rocking of the ship is enjoyed by many)
- observational crane was added to create instagrammable space and organic
advertisements
refunds vs. future cruise credits
- norwegian uses refunds instead of cruise credits (give cruise credits back in future
cash flow)
- customer focused approach on refunds
> offered a bonus with cruise credit, so by giving refunds they were avoiding an
additional loss
royal's product innovation
- ship renovation
- onboard revenue centers
- new revenue-generating activities and entertainment
- new cabin packages
icon is the next class of ships
what is the celebrity solstice lawn club?
an attempt to innovate and bring grass onto a cruise ship
what is celebrity edge magic carpet?
a closer connection to being at sea
