Adam Goldstein, President and CEO Royal Caribbean International
Adam is a father and a Phillies fan. He’s got a mean table tennis serve. Read More
The air has turned crisp and fresh and just in time for the October edition of our “Ask Adam Blog Series.” To see the answers to September’s questions please click here, or if you have a question you would like to ask Adam regarding Royal Caribbean news, what he’s have been up to or just curious about anything Royal related, please follow this link to our Facebook discussion page.
How many passengers will the refurbished Splendour of the Seas hold in 2012?
– Pamela B.
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Fall is in full swing and so is the September edition of the “Ask Adam Blog Series.” To see the answers to August’s questions please click here, or if you have a question you would like to ask Adam regarding Royal Caribbean news, what he’s have been up to or just curious about anything Royal related, please follow this link to our Facebook discussion page.
Do you plan on having a ship stay year round in Tampa? Other cruise companies do. Thank you.
- Karol W-W.
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As the summer begins to wind down here is the August edition of our “Ask Adam Blog Series.” To see the answers to July’s questions please click here, or if you have a question you would like to ask Adam regarding Royal Caribbean news, what he’s been up to or just curious about anything Royal related, please follow this link to our Facebook discussion page. Now let’s get to the questions.
Adam, are you from Brooklyn?
- Michael B.
Actually I am from Philadelphia.
Can frequent Royal Caribbean International cruisers submit name ideas for future ships?
– Steph R.
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Recently I had the opportunity to join Radiance of the Seas in Alaska for an Anchored in Excellence visit, as well as to see the results of the recent dry dock. The transformation in a number of the venues is unbelievable. Perhaps the biggest examples are the addition of the Quill & Compass, an authentic English pub offering an extensive selection of imported beers and ales, along with the variety of all the new dining venues. I was only onboard for three days, so it took a lot of effort to “sample” all of the experiences. It was a high caloric visit needless to say.
The Radiance Dry Dock is in full swing. I joined the ship in Victoria to see how the progress was going, as well as to help host a press trip to share the scope of the revitalization work being completed onboard. In addition to our guests from the US and Canadian media, we also had the pleasure of having Barry Penner, the Attorney General of British Columbia, join us at the yard for a full tour and meeting to discuss the economic impact that the cruise industry has on the local economy. Royal Caribbean contributed significantly to the local economy, both in terms of dollars spent in the yard, as well as providing jobs for local contractors.
Overall it has been a very positive experience. The ship yard in Victoria has been outstanding to work with, and has been given top praises by Captain Claus and the New Build team. The biggest challenge we’ve faced so far was running into a Canadian holiday so we had some challenges with customs approvals. This put us behind our plan by about 8%, but we’ve managed to cut the timeline to being 3% behind and the team is confident we can catch up this week.
The biggest comment from everyone was the scope of the revitalization. When walking around Radiance, it had the same feel as when we do our walk-arounds for new builds. There was plywood in all of the elevators, all the carpet is completely covered, and the noise from drills, saws, and hammers resounded everywhere. Several of the areas have complete structural changes, such as the new addition of the pub, so it really is a major revitalization effort.
While part of the team was focused on the actual construction, crew training and orientation was taking place to share all the new venues and services that Radiance will offer. We also had several events and shore excursions for the crew while in Victoria so they could experience the island when they weren’t working. We had about 750 of the crew of almost 800 that stayed onboard during the dry dock.
Our fleet Executive Chef Marco was there as well, and the culinary team was practicing with the menus for the new restaurants. I’m heading back to Radiance this week to see the progress and Chef Marco has promised that the meatballs and lasagna for Giovanni’s will be ready for taste testing when I return. More on that next week!
The revitalization of Radiance of the Seas is underway in Victoria, British Colombia. She is in dry-dock or “high and dry” in our parlance. I won’t re-cap all of the new features she will be getting as Lisa Bauer will give you a detailed update after she visits the ship in a few weeks. I will make a few general observations as the Royal Advantage revitalization program gets going in earnest.
I’m pleased that Radiance happens to be the first of our new generation of revitalizations. She is an important ship in our history. As the first ship in the four-ship Radiance-class (followed by Brilliance of the Seas, Serenade of the Seas and Jewel of the Seas), she led us into a new era of cruise ship design, particularly featuring a close connection between the outside and inside via acres of glass that produce a wonderful effect. Throughout the last ten years we have often placed two of the Radiance-class ships in Europe and two in Alaska, allowing us to compete favorably with any ships in those markets.
Behind the scenes, as I have mentioned previously, we took a fresh look at our shipboard organization during Project Radiance (1999 – 2001). Although the immediate effect of profound change was a challenged start-up period for Radiance after her delivery in early 2001, the new approach has been critical to our successful expansion to a 22-ship-fleet operating all over the world.
Our long-term fans will recall that Radiance of the Seas debuted with two specialty restaurants, Chops Grille and Portofino. Voyager of the Seas and Explorer of the Seas, which had arrived in 1999 and 2000, respectively, had only one – Portofino. So we really thought we were doing something dramatic by doubling the number of specialty restaurants. That thought seems quaint and naïve as we prepare to add multiple new dining establishments to Radiance during her revitalization.
Radiance of the Seas arrived in 2001 as the dot com crash was unfolding. There wasn’t a strong connection ten years ago between the online environment and the cruise ship experience. Just as with culinary variety, a sea change has occurred in our and our guests’ expectations of technology. Pervasive Wi-Fi, upgraded in-stateroom televisions, digital signage and electronic waivers are some examples of additions in the current project, which we regard as obviously necessary for Radiance today.
The revitalization of Radiance will make an already fabulous ship even more fabulous. I cruised on her with family and friends to Alaska in 2002. I could not have envisioned most of what we are adding to her right now. I might have to find time for a repeat cruise to experience the changes for myself. Meanwhile, behind the scenes, we are applying the final touches to the revitalization plan for Splendour of the Seas this fall.
My name is Christian Compton and I am a project manager in our Newbuilding and Fleet Design department working with our Revitalization team, led by our Radiance Project Manager Dominick Flores, to revitalize our wonderful ship Radiance of the Seas. We have a wonderful team here of Engineers, Architects, Designers, Accountants, Ship Managers, Crew, Contractors and everything else we need to pull off this wonderful challenge. As I am writing this post, the ship is now in day 3 of our 21 day drydock, which will be sure to make Radiance of the Seas one of the most exciting ships in our fleet. You can see more of the details about what new venues we are adding here.
Radiance is the 3rd ship this year to receive new features under our Royal Advantage program after Liberty of the Seas and Freedom of the Seas. The revitalization of Radiance is the largest of the three projects. I can only say, wow, we are excited. For those of our guests who have followed our company through the years you may remember our team featured in a documentary called “Drydock: A cruise ship reborn.” Well that team has grown and through the years we have pushed ourselves to take on bigger and greater challenges so that we can deliver bigger WOWs.
A big revitalization project like this takes a team of nearly 700 contractors and nearly 75 managers from our shoreside departments. That doesn’t even include the more than 1,000 regular crew members who will stay and help out. Although the ship is only out of service for 3 weeks a project like this is culmination of thousands of man hours, days of planning, meetings, and coordination. Already several weeks before the drydock began on May 20 we had teams or “riding crews” loading materials and organizing plans and cleaning out ship stores. When we build new spaces, we don’t need that old carpet design anymore, what we will need is space for new spares.
The whole team arrived in Vancouver in the days prior to May 20 to make sure that everything was in place to organize time for loading materials, debarking our guests and embarking 500 contractors. So as Radiance of the Seas came into the port of Vancouver, a small army of forklifts and teams were busy organizing containers, pallets, tools and checking-in 500 contractors. Thanks to our outstanding guest services, logistics, and hotel teams 45 minutes after the last guest was debarked 10 containers, 200 pallets and 500 contractors were onboard and making speed to Victoria Shipyard in Victoria, Canada.
The first day of revitalization can only be compared to that first day of school after a long summer break. Just like our guests who build long term relationships with other guests through years of sharing wonderful cruise vacations on our ships, our contractors too have become long time friends. The first day is a chance to see old friends and make new ones to take on exciting new challenges. Even our crew and officers have grown with us. Our outstanding Captain Claus Andersen was Staff Captain during Sovereign of the Seas Revitalization back in 2004. So 7 years later we have been reunited, albeit both in new roles yet just as excited to do it bigger and better.
As we pulled into the drydock on a beautiful spring day here in Victoria, only 6 hours after leaving Vancouver, Radiance of the Seas was already becoming her dramatic new self. Up on top the turf was pulled to make room for new future teak and space for the big screen TV to adorn the pool deck. The golf course was ripped up to make room for a bigger and better one. But the real drama was happening inside.
The Seaview Cafe not only has a seaview, it now temporarily has an open air patio as the window wall was torn down to make room for the new enlarged glass facade of the future Samba Grill. Across the hall the Country Club was paved to make room for the new arcade, which will be bigger than most a float. And as the new arcade was finding its home the old arcade was already stripped down to make way for our new Nursery in the Adventure Ocean area.
Downstairs at the same time the old sports bar memorabilia in the Scorecard Bar was being carefully packed away as a an army of sledge hammer holding demolition crews geared up to bring in the dawn of our biggest and grandest Pub at sea, the “Quill and Compass”. By the next morning the only remembrance of the Scorecard Bar was a Royal Caribbean International pennant hanging on the wall to remind everyone where we are and what is happening.
Part of the fun of growing with this team and developing our skills brings the joy of finding new ways to do our jobs better. We like to call it “finding new toys” and for this Revitalization we have wonderful set of little demolition superstars we affectionately call Terminators 1 and 2. These little machines resemble a little cleaning car, except their brushes are swapped out for mean little blades and spears that can pull up teak, turf, carpet, tile, and anything in between. Before we arrived in Victoria our contractors were struggling with the deck demolition. So when Captain Claus rolled the terminators out onto deck, like “blue knights” riding to the rescue, I can assure everyone the cheers from all the teams were probably heard back in Miami. Ahh the smile of kids and their toys.
While all of this work is going on we have to thank our outstanding crew onboard for keeping us safe, housed, fed and happy. The thing with Revitalization is that we are all living onboard, so really, Radiance is just on a different type of cruise with a different type of guest. Imagine that if you went in for a makeover, however extreme, and that you had to keep working while it was happening, not even the newest smart phone can handle that task. Although we are on a drydock cruise I can ensure you there is no sleeping in. If you would happen to forget to wake up by 7 am there are enough jack hammers, grinders, and workers running around to make sure that you get your wake up call.
Speaking of jack hammers, Our Vice President of Newbuilding and Fleet Design, Kevin Douglas, likes to say you can smell and hear how the project is going. Today I heard jack hammers and smelled burnt steel, so we know we are just starting and demolition is at full speed. Once we get that “new car” smell we will all know that guests are packing their bags and we better be heading out.
Long hours and hard work aside, we are looking forward to moving into the construction phase during the coming days. The real fun is seeing all of the workers and crew get excited about what we believe will be some of the best dining experiences, anywhere. I already mentioned the Samba Grill, but right below will be Rita’s Cantina and Izumi Asian Cuisine. Both venues will be finding homes next to our fabulous Windjammer Cafe making this truly an international culinary destination.
Speaking of international, as we all know we have wonderfully diverse crews, and we have a wonderfully diverse group of contractors helping us as well. Right now there are contractors from more than 20 different nationalities working together to build our new venues. Out here we all speak the same language which translates to working safely and efficiently so that on June 10 our guests will confirm the goal that we are what we are all working towards. To DELIVER THE WOW!
A new ship project like Project Sunshine is a remarkable phenomenon. The physical ship won’t be ours until well over three years from now. Yet we already live with an unending series of deadlines that drive our team as the customer for the project. The shipyard, Meyerwerft in the case of Sunshine, metes out these deadlines so that our actions support the successful completion of their incredibly complex undertaking to create a state of the art cruise ship on time and on budget.
Since I cannot divulge anything about the new ship concept, I will write a little bit about the process. If you know anything about our company, you know that our Chairman & CEO Richard Fain is intensely interested and involved in all of our new ship projects. The only reason I use the word intensely is because I cannot think of a more intense word to use to describe his level of attention, fascination with and contribution to our new ships.
We have a specialized department at the company for these mega-projects called Newbuild. I think the real name is Fleet Design & Newbuild but everyone just says Newbuild. The short-hand is a misnomer because the department is involved in much more than new ships including our Royal Advantage revitalization program which has Radiance of the Seas in the dry-dock in Victoria, British Columbia getting a make-over as I write this. But the new ship design and construction process is the key involvement that Executive VP Harri Kulovaara, chief designer Kelly Gonzalez and the rest of the Newbuild team focus on the most. Harri’s number one responsibility is to make sure the ships come out as amazingly as Richard has in mind for them to do.
Our design process is immersive for our Marketing and Operations teams. We believe that the teams who have responsibility for understanding consumer desires and delivering the products and services should be directly involved in the Newbuild creative and design processes. This may sound obvious but I believe different cruise companies have different opinions about who to involve and when to involve them. In our case, there is an Executive Steering committee for Project Sunshine that is led by Richard, Harri and myself that oversees all aspects of the effort. Most of my leadership team participates on the committee. We meet every month, usually for a full day, to go over critical aspects of the project.
Another typical aspect of our company’s approach to new cruise ship design is to utilize a roster of design firms under our central direction. There is no one master designer who takes the project and runs with it. Harri and Kelly are constantly working with the designers on the various ship features and then the designers regularly must present to the Steering Committee and receive our feedback. This interaction is always interesting. To paraphrase former football coach Bum Phillips, there are two types of designer/architects you never want to have on your team – the ones who always push back and the ones who never push back. In fact, we are extremely fortunate to have an incredibly talented roster of creative and committed professionals who are determined that their particular assignment will add something very special to Project Sunshine. Many of these designers have been with us on previous projects and know the drill well.
The Executive Steering committee normally meets in Miami which requires a number of people to fly regularly from the shipyard in Papenburg, Germany to our headquarters. However, in May the Miami-based committee members traveled to the shipyard and held our monthly meeting at Meyerwerft. We might do this once or twice per year and in this case we had a very successful session that has the team even more enthused about Project Sunshine if that is possible. It certainly underscores the reality of the project when you go to a working shipyard and go through everything in detail. Shipyard CEO Bernard Meyer advised me that the larger of his two enclosed building halls is either the largest building in Europe or second to the building hall for the A380 airplanes.
Before we left, Richard, Harri and I took a quick tour of the nearly completed Celebrity Silhouette, our sister brand’s 4th of five Solstice-class ships. We have a long way to go on Project Sunshine before similar finishing touches are applied. But rest assured that behind the scenes, a lot of dedicated and knowledgeable people are propelling us towards the finish line in 2014. Eventually, we’ll tell you all about it.
Maybe it is time to end my sabbatical. I want to express my appreciation for all of my colleagues who have been writing entries about diverse aspects of the business. I will certainly continue with this practice as there is nothing like having people write in the first person about their passion to improve their part of our world.
I really cannot put my finger on why it suddenly became harder to write. Some of it was working on topics that were confidential for a sustained period, such as Project Sunshine, which we have now announced will yield our next new ship in 2014. Some of it was an even greater abundance of incoming emails than I would have ever thought possible. In any event, I apologize and will try to write more regularly going forward.
There is certainly no lack of excitement to write about. We are really pleased with the changes we have made to Freedom of the Seas and Liberty of the Seas. Now we are only a few weeks away from undertaking the revitalization of Radiance of the Seas as the next element of the Royal Advantage.
Our Radiance-class ships are truly beautiful and it is fantastic that the first of the class will receive additional features inspired by our newer ships. Radiance of the Seas pioneered many operational and management approaches that have become fleetwide over time. Some of those approaches contributed to her rough start back in 2001. In hindsight, we simply asked for trouble by having too many crew without prior shipboard experience take a new ship class into service. We wanted to (and did) break our previous paradigm of operations, as successful as it had been up until that point. But in so doing we caused guests, travel agents and ourselves more problems than we should have done. Eventually, however, “Project Radiance” led to the successful global, 22-ship operation that Royal Caribbean International is today. And our beautiful Radiance is about to become more beautiful still.
Although I am blogging about the revitalization of Radiance of the Seas, in the office this project is already old news. Next up this fall is the revitalization of Splendour of the Seas. That is one of the projects currently occupying us at headquarters.
Liberty of the Seas recently left the Port of Miami headed for Grand Bahama Island and her significant dry-dock that will underscore what we mean by the Royal Advantage. This is a historic event in the sense that we are going to enhance the offering of a ship that is not even four years old and very much still at the forefront of the industry. Why? Because we created possibilities with our Oasis-class that we can and will bring to Freedom-class beginning with Liberty of the Seas this week.
We have already promoted the new features and Lisa Bauer and others will describe the dry-dock and its aftermath in more detail. I simply want to emphasize that this dry-dock commences a program of revitalization that will keep our fleet preeminent in the cruise industry. Next up after Liberty is a similar body of work on Freedom of the Seas in March. Later in the year we will refresh Radiance of the Seas and then Splendour of the Seas. Although no decisions about further revitalizations have been made as of yet, we certainly hope to enhance the Royal Advantage on other ships in the fleet in the future.
Click here to see photos of Liberty of the Seas in dry-dock: Liberty of the Seas Revitalization Album
Note: Last week we found out that Royal Caribbean International won a Cheers Beverage Excellence 2011 Award for Best Chain Hotel Beverage Program. Our Beverage team, under the direction of Frank Weber, VP Food & Beverage, and Bob Midyette, Director, Fleet Beverage Operations, is justifiably proud to have won this prestigious award. Our competition includes all land based hotel groups in the U.S. and abroad, e.g., Hyatt, Marriott, Hilton, InterContinental, MGM, Ritz Carlton, Conrad, etc., plus of course all cruise lines. Well done!
Do you have a question you would like to ask Adam?
LISA BAUER
Senior Vice President, Hotel Operations Royal Caribbean International
CRAIG MILAN
Senior Vice President, Land Operations Royal Celebrity Tours
Craig Milan is the president of Royal Celebrity Tours, the land tour division of Royal Caribbean Cruises Ltd., which offers unique land tours in conjunction with cruises in Alaska, Europe, Australia & New Zealand, South America Asia and Dubai. Craig can also provide our readers with the latest information on government relations, shore excursions, our private beach destinations, commercial development, guest port services and port operations. Craig is a competitive open water swimmer and an avid triathlete.
JOHN WEIS
Associate Vice President, Guest Port Experience Royal Caribbean International
John Weis, Associate Vice President of Guest Port Experience manages our two private beach getaways CocoCay, Bahamas and Labadee, Haiti, all shore excursions world wide and was involved with the Clinton Global Initiative. His past blog posts have shared the latest on our work with rebuilding Haiti and offers ways for our guests to get involved. John is married and has two children, a boy and the girl. He is an avid diver and boater and has lived in South Florida for the past 35 years.
BETSY O'ROURKE
Senior Vice President, Marketing Royal Caribbean International
Betsy O'Rourke is the Senior Vice President of Marketing where she is responsible for all aspects of the global cruise line's marketing program, including brand strategy and positioning, consumer and trade advertising, web and loyalty marketing, research, brand development, and communications. Betsy shares exciting news on upcoming brand partnerships, campaigns and the Crown and Anchor Society. She was born in California, lived in Europe for ten years and her first job was crewing on day boats in Malta.
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