HAPPY GUESTS
NEW FLIGHT FEATURES
CELEBRITY PROMOTIONS
Q3 | ISSUE 19
IN THIS ISSUE
HAPPY CREW = HAPPY GUESTS
Royal Caribbean Group strives to offer the best travel experiences available, not just for guests but for crew as well. To that end, we’ve launched a new Crew Engagement platform to allow crew to navigate their onboarding and transit journeys with greater ease. This new capability empowers crew to quickly obtain the support they need from the HR Operations team via MyRCL Chat, Webforms, email, or phone call. This tool, powered by Salesforce Service Cloud, leverages automatic case creation as well as automated case routing and prioritization to reduce response times. HR agents are presented with a comprehensive view of crew information to more easily resolve crew members’ concerns.
To date, there over 350 HR agents managing ~55,000 case interactions monthly for various topics including Crew Assist, Crew Readiness, Scheduling, Air, Hotel, and Ground Transportation. With the added support offered by this new feature, crew can now reach their destinations with the same ease and peace of mind as we offer our guests.
With the debut of the enhanced WatchList application, guests can now sail away with greater peace of mind than ever. This innovation identifies high-risk past guests and generates alerts to empower the Global Security team to rapidly assess and address any risks associated to the embarkation of questionable guests Since inception in July 2022, WatchList has generated 575 alerts identifying 313 fraudsters, 91 sexual offenders, and 23 chronic complainers. This combined achievement by the Global Security, Guest Port Services, Risk Management, and Operational Excellence teams not only fosters a safer, better guest experience but also resolves a critical application security flaw in conjunction with the Java End of Life project.
C A T C H M E I F Y O U C A N P L E A S E T A K E Y O U R S E A T
Guests can now reach their departure ports easier than ever with the addition of seat selection capabilities in Espresso Flight Finder! Thanks to a collaborative effort by the Digital Sales, Travel Services, Brand Air Strategy, IT B2B Web, and Air Core Engine teams who made it all possible. This new Flight Finder air shopping and booking feature empowers trade partners and agents to reserve seats on their guests’ flights that are available from the airlines at no additional cost. This feature improves both the guest and agent experience by enabling trade partners to self-service these requests and thereby reduce call volume to the contact centers. Since its release, over 2,000 guests have already taken advantage of this useful, new feature.
PLURAL PROMOS
Ensuring guests get the best value for their money promotes a better guest experience overall. With this in mind, the BRMS Combinability Grid, which drives our Promotions capability, has recently been enhanced to allow more promotion creation with fewer promo definitions. Additionally, the Grid can now accommodate the combination of 8+ promos, eliminating a longstanding bottleneck. This enhancement enables both brands to create better promotions, just in time for Cyber Week and the peak booking season. The Revenue Management teams are hopeful for a strong return from these upgrades.
Celebrity aims to leverage a wider array of combinable promo sets as well as more Non-Refundable Promotion (NPR) combinations, especially for Targeted Offers. Royal can now leverage additional promo combinations, Bonus commission increases for Travel Agents, and the upcoming Island Hop promo in combination with other key promo categories like Casino Rates, and Travel Agency Friends & Family. Revenue Management strategies are now better positioned to optimize revenue while reinforcing the guest ability to get the best value possible throughout the booking journey.
SETTLE YOUR TAB
Until the automated Balance Due process was expanded to the International markets, these markets relied heavily on manual intervention by Contact Center agents to identify and action cancellations and to manage collections This often resulted in inefficiencies and errors In some cases, missed opportunities created additional reliance on port operations and shipboard staff to finalize collections at the pier, leading to escalations and service failures.
To minimize inconsistencies, reduce loss and align revenue processes globally, the Balance
Due process has expanded to the international markets Several enhancements were required to accommodate the varying legal requirements of these regions, allowing for more granular control of cancelations, notification thresholds, and Final Notice date/frequency to improve noshow guest visibility, eliminate manual effort, and empower revenue teams to pursue additional revenue opportunities by leveraging Paid Upgrade tools like Royal PlusGrade and Celebrity Up.
