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.