Posts Tagged ‘Liberty of the Seas’

Share Your “Over the Top” Cruise Stories With Us

There’s something about cruising that lends itself to “Over the Top” stories. A recent example is the story of a family that excitedly arrived at the pier to check in for Liberty of the Seas in honor of their son’s Bar Mitzvah. There was only one problem: the family had no documentation for the son whatsoever.

Notwithstanding our and travel agents’ efforts to communicate the documentation requirements in brochures, eDocs, web sites and various other ways, these guests did not have anything for their son. Incidentally, we are currently in the process of making the documentation requirements easier to understand in order to help spare any future confusion and last minute emergencies. 

eDoc

With the sand running out of the hourglass and no family back home, which was a thousand or so miles from the ship, they were able to arrange for a friend to break into their house via the back door window, find and fax the necessary documents. The Bar Mitzvah present was preserved with minutes to spare. In honor of this family’s determination (unfortunately not in honor of their advance preparations), I ask our readers to post their “Over the Top” stories of what they or people they know have done to get on a cruise.

A related topic is things that guests, especially children, do to express their appreciation for having experienced the Wow on a Royal Caribbean cruise. I recently received through Customer Relations a phenomenal bound and desktop published PowerPoint from a 5th grader named Abigail. She had a page for every letter of the alphabet to explain something about her cruise on Explorer of the Seas. She did this as a project for school but also sent us a copy. I brought it to my staff meeting and all of the leaders of our brand wrote a comment to Abigail about her work. So my question for our readers here would be, what are the best expressions of appreciation for a cruise that you have ever heard about or seen first hand?

BY:Adam|17th August, 2010 21 Comments

Guest Post - BIG NEWS on Freedom of the Seas and Liberty of the Seas!

Lisa Bauer - Senior VP, Hotel Operations

It seems like just yesterday that we were broadcasting the Today Show onboard Freedom of the Seas when we introduced her to the world, and then one short year later, her sister Liberty joined our fleet.  It’s hard to believe that the year was 2006, and these two amazing ships are already set to go to dry-dock in the first quarter of 2011.  This presented us with a very unique opportunity to take advantage of the fact that both ships were going to dry-dock, as we wanted to begin to further enhance the already amazing guest experience on these ships by introducing a number of key innovations from Oasis. We focused on those experiences that were most important to our guests, so drum roll please…..

A major focus will be on entertainment and activities, and we will introduce large outdoor movie screens pool side, like those found in the aqua-theatre.  This has been a huge hit on Oasis, where our guests have enjoyed everything from family movie nights, to watching the Super Bowl and next month we’ll be broadcasting World Cup Soccer.  In addition to the outdoor screens, we will also be introducing 3D movie screens and projectors in the main theatre to take advantage of all the new 3D movies being produced, which will be a very unique brand offering.  Continuing with the entertainment, we will also feature a children’s puppet show on both ships, which is a wonderful family experience that incorporates live theatre and puppeteering. Another very popular activity from Oasis, Live the City, will also join the activities line up.  It’s a scavenger hunt style activity where guests get the inside look at how our ships are built, the inner workings of the operation and interesting facts.  Another WOW from Oasis was the first Nursery for our brand, and because of its amazing popularity, we will also be introducing a Nursery on Freedom and Liberty, adding to our acclaimed Adventure Ocean children’s program.

Nursery

As a finale on the entertainment line-up, and based on the overwhelming success of Hairspray on Oasis, and soon Chicago on Allure, we also had the unique opportunity on Liberty of the Seas to negotiate rights to another Broadway Show, which will be added in 2011, but I am going to keep the actual show a secret for now.  (A girl can’t tell everything at one time!)

On the culinary front, we had a lot of fun trying to decide which features from Oasis to bring to these ships, and the overwhelming favorite was Cupcake Cupboard!  We can’t seem to bake enough cupcakes to keep up with the demand, and the guests love the cupcake decorating classes.  It will be interesting to see if Red Velvet remains the top favorite on these ships, or if Turtle moves into the #1 cupcake spot :)

Cupcake Cupboard

Our favorite wine bar Vintage’s will also be getting an update that will include the very popular wine tasting table,  as well as enomatic wine dispensers that have become a favorite on Oasis.

The interactive digital signage on Oasis, which was touted as one of the top cruise innovations of 2009, will also be part of the Freedom and Liberty new programming.

BY:Adam|14th May, 2010 36 Comments

Guest Post: Royal Caribbean’s Relief Efforts Continue in Haiti

On the ground in Labadee, the word is that many people are traveling from Port Au Prince to Cap Haitian. For those of you that don’t know, Cap Haitian is about 15 miles from Labadee on the other side of the mountain. A gymnasium there is being used as a makeshift hospital as all the other medical facilities are full and there are thousands of people coming into Cap Haitian to seek shelter, food and water or medical attention. Despite this, the conditions in Cap Haitian are relatively calm at this point and the local authorities and the UN have the situation under control.

Through the good work of David Southby, the Labadee Site Manager and many others, all the supplies that were delivered by Independence of the Seas on Friday have been distributed. We’ve also gone through the site giving up any extra lounge chairs, bedding and mattresses which are now being used in the makeshift hospital. We have also heard from our close colleague and good friend, Maryse Kedar, President of SOLANO, who is in Port Au Prince taking on a leadership role with the recovery effort in her neighborhood. Our thoughts and prayers are with her and David.

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BY:Adam|17th January, 2010 37 Comments

Guest Post: Royal Caribbean Heading to Labadee

Today was the first day of real progress from our standpoint. We loaded Independence of the Seas with relief supplies today at San Juan, Puerto Rico, which included 60 cases of badly needed water and other dry goods.

We have also started to receive additional provisions, including four truckloads of drinking water, from our suppliers at our logistic center, which we are preparing to load on to Navigator of the Seas and Liberty of the Seas, to arrive on Monday and Tuesday.

On the home front, we have our link set up for contributions to Food For The Poor (http://foodforthepoor.org/royalcaribbean) for our customers and our employees.

And, we’ve agreed to commit 100 percent of the net proceeds from tomorrow’s tours and shore excursions during Independence of the Seas’ call to the Haitian relief effort.

These are just some of the initial things that Royal Caribbean is undertaking, and they will be followed by more. We just need to set down some more details before we put the rest of our plan to action.

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BY:Adam|14th January, 2010 64 Comments

Haitian Relief in Motion

Everyone is trying to come to grips with the immensity of the challenge that now presents itself in and around Port-au-Prince (PAP). We are enormously relieved that Maryse Kedar, President of SOLANO, our Haitian subsidiary, is okay despite having been in PAP at the moment of the earthquake. She is a phenomenal lady, one of the most impressive people we know anywhere in the world. While her safety is great news, her recitation by email of how many good friends she has lost is both stunning and chilling. She is one of the best networked people in the country, so when she lists the friends she has lost it is a who’s-who of Haitian government and society including key UN personnel.

Our good friend Dr. Barth Green of Jackson Memorial Hospital in Miami and the Miami Project to Cure Paralysis was in PAP by mid-day Wednesday. He was one of the first – if not the first –outside medical professionals on the scene. Barth has been a driving force behind the University of Miami medical clinics that have been in Haiti for years and he cares very deeply about the country. I’m sure Barth will do miracles in PAP but Haiti probably needs many more than just him.

The meeting with President Clinton is proceeding today in NYC so I am here. The only difference is the Prime Minister is obviously in Haiti rather than with us as was originally planned. The agenda would have been about economic progress and investment. Now it will be about disaster response. When I was on Governor Bush’s Haiti Advisory Group about four years ago, we identified disaster response as one of the top three priorities for rehabilitating the country. There have been several disasters since that unfortunately reinforced the priority. But no one ever imagined a disaster like this.

- Adam

Back to John:

No news directly from Port-Au-Prince but we have received word indirectly that the relief efforts are ramping up from all international sources. From our standpoint, we have received and loaded the first relief supplies on Independence of the Seas, which will be taken to Labadee and distributed through Food For The Poor. We are also in the process of coordinating additional relief supplies that will be loaded on Navigator of the Seas and Liberty of the Seas, and will be taken to Labadee on Monday and Tuesday of next week. My thanks to our suppliers and members of our supply chain team for coordinating this, specifically Tom Weiland, Laura Pullens, Lisa Guia and Don Cope. The supplies we are sending include rice, dried beans, water, dried milk and a variety of other canned items. This effort is going to be a marathon, so we will be partnering with Food For The Poor on the back-end distribution in Haiti.

I am getting a lot of questions from everyone about how they can help. I have asked them to go to Food For The Poor and make a donation. This is the best and most effective way to assist in the relief effort right now.

Finally, I am happy to say we are committed to continuing calls to Labadee with Independence of the Seas tomorrow. There were a lot of discussions about this, but in the end, Labadee is critical to Haiti’s recovery and hundreds of people rely on Labadee for their livelihood. In our conversations with the U.N. Special Envoy of the Government of Haiti Leslie Voltaire, he notes that Haiti will benefit from the revenues that are generated from each call, which is critical to their recovery. We also have tremendous opportunities to use our ships as transport vessels for relief supplies and personnel to Haiti.

Simply put, we cannot abandon Haiti now that they need us most.

Interested in helping? Royal Caribbean International is working with Food For The Poor and the Pan American Development Foundation. We encourage guests to make monetary donations to either of these organizations which are currently engaged in the relief effort. For even more information on Royal Caribbean’s humanitarian relief to Haiti, click HERE.

BY:Adam|14th January, 2010 45 Comments

Oasis of the Seas’ Guest Surveys are In!

It’s wonderful when people tell you how great Oasis of the Seas is. It’s even better when your paying guests confirm the sentiment with their survey results. By a narrow margin over Liberty of the Seas in 2007, the overall vacation experience rating for Oasis was the highest in at least the last 12 years of Royal Caribbean maiden voyages. Our team is thrilled and rightfully so. Apart from the numerical outcome, there were nearly 1,000 Diamond Plus and Diamond members of the Crown & Anchor Society onboard plus a very large number of Platinum and Gold members as well. So the guests were rating the ship with very experienced eyes.

There was a very nice celebration last night at Richard Fain’s home with just over 100 of the key personnel who invested up to six years on the project. In addition to a number of our company’s senior leaders, we had many of the outside architects and designers as well as internal colleagues from Food & Beverage, Entertainment, Special Events, Corporate Communications, Marine Operations, Safety & Environment, Human Resources, Treasury, Sales & Marketing, Supply Chain, Guest Port Services and more. I know it’s stating the obvious, but there were bagpipers in attendance.

There is no rest for the weary. When the ship is in Port Everglades this Saturday, Richard, myself, Harri, Lisa, Bill and others will be walking Oasis from bow to stern and top to bottom, discussing all the customer feedback we have received so far, and what if anything we should do in response, either for Oasis itself or possibly for Allure. Even after it’s over, it’s not over. Such is the nature of our obsession with delivering the Wow.

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BY:Adam|17th December, 2009 9 Comments

Our Newest Attraction in Labadee, Dragon’s Tail Coaster

Last week we did a live chat with a focus on the entertainment and activities offerings on Oasis of the Seas. Labadee came up in the discussion but I neglected to mention the newest attraction there which debuted this past week for the guests on Liberty of the Seas - Dragon’s Tail Coaster. This is an attraction that exists at some ski resorts but certainly not at any other cruise line’s private destination. I tried the one at Park City, Utah, this past winter so I would know what we were going to offer. I can’t wait to try it at Labadee.

What does it entail (no pun intended)? Enjoy the breathtaking beauty of Labadee as you slowly rise up from the beach on Santa Maria’s lookout mountain. Once you reach 680 feet, you’ll have just enough time to catch your breath and marvel at the view before turning and whooshing down at 30 miles per hour. As you race through 360-degree turns as well as dips, waves and curves, you can catch glimpses of the ocean. Roaring down the gorgeous mountainside forest, this alpine coaster is one thrilling ride you and your family will be talking about long after you get home.

Note: Minimum age to be a single rider is 12 years old. Children between the ages of 5 and 11 may ride in the same cart with their parent/guardian. Maximum occupancy per cart is 2 persons with a maximum combined weight of 360 pounds. Total ride time is approximately 3-5 minutes. Purchase a ticket and you can take a person along in your cart for free!

Attraction Details:

• Guest price is $35.00 per person
• Minimum age to be single rider is 12 years old
• Children 5 – 11 may ride with adult in same cart
• 2-person carts with combined capacity of 360 pounds
• Total ride time is approximately 3 – 5 minutes
• Total experience is approximately 25 minutes
• Purchase a ticket and you can take a person in your same cart for free

BY:Adam|9th September, 2009 230 Comments

Guest Blog: Exciting Innovations on Oasis of the Seas

Although Richard Fain is keeping everyone up to date in his Chairman’s Blog on Oasis of the Seas, the amazing features of this ship cannot be contained in just one blog. So I have asked Lisa Bauer to write about several innovative uses of technology that will bolster the guest experience on Oasis of the Seas, Allure of the Seas and (over time) elsewhere in our fleet.

Lisa Bauer

Lisa Bauer

Oasis of the Seas ended up the size she did because of the variety of guest amenities we wanted to include on our newest, most innovative ship. Similarly, the number of new technological enhancements on Oasis has also been driven by our desire to substantially enhance the guest experience. We never want to use technology simply because it’s cool or new, but rather because it somehow makes the guest experience better in a transformational way. I would like to share just a few examples of new technologies we have onboard this remarkable ship and what they will do for our guests on Oasis:

1. Two new advanced reservation options

First, guests will be able to customize their Oasis experience by utilizing our entertainment reservations system prior to sailing. We call this “show tickets.” Guests can pre book shows (including Hairspray) and each guest’s Seapass card will act as their reservation and will be swiped at entry at showtime. For those that don’t pre book their shows, we will also have a Box Office onboard for reservations as well. We recently piloted show tickets on Liberty of the Seas and it was very well received by our guests.

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BY:Adam|4th September, 2009 15 Comments

Improving Our Ships to Help the Environment

A lot of great things happen in this business and we often have cause to celebrate. We had good cause in mid-July when we announced the Royal Caribbean International 2008 Environmental Ship of the Year. The announcement came in the form of a conference call to the fleet. It’s a curious experience to be the one who says “may I have the envelope please” to Jamie Sweeting, our VP, Environmental Stewardship.

The really amazing thing is how the ships year after year continue to find new and innovative ways to take care of the environment. Their dedication to do continuous improvement is inspiring.

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BY:Adam|5th August, 2009 4 Comments

From Marketing to Dining - Innovation is Key

I would like to highlight two of our innovations that are unfolding at the moment, one in our product and one in our communication about our product:

Until now, [a limited number of] bar servers have roamed the tables in the main dining room to offer beverage service. As some guests have pointed out, it’s challenging for this number of bar staff to provide timely service to guests before (or after) their meals arrive. On average our staff level for this undertaking has been one bar server for each 150 guests. We are changing this and by the end of August the waiters on all of our ships will have taken over the responsibility of offering drinks as their guests are seated and thereafter. The ratio will become one server for each 24 guests. We are confident from our testing of this change that our wait staff will greatly improve the flow and timeliness of beverage service during the dining experience. This program further increases guest satisfaction by enabling the waiter to place all cocktail and wine orders on one check.

As with many changes, this initiative requires support and training that takes time and there will be inevitable hiccups. We are implementing a core competency wine and sprits training program and ensuring it is available to all Restaurant crew via the internet. The training encompasses Gold Anchor Standards developed for this initiative. After we overcome the initial learning curve and culture change, we believe this new approach will boost guest satisfaction.

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BY:Adam|4th August, 2009 9 Comments