Gold Anchor Quality Review 2008A

Ship: Captain: Hotel Director: Itinerary: Review Date: Reviewer: Overall Score:
Target: 87.41

Independence of the Seas

Teo Strazicic (xx weeks) Francois Wache (xx weeks) 11-Night Europe October 4, 2008 Lisa Vogt

First review
First review

(Green Corrections Rate & Green Current Product)

Correction Rate: Target: 93.00%

Current Product: 100.00 Target: 81.82

The Gold Anchor Quality Review provides an informed, objective review of the shipboard hotel operations, service and overall product delivery from the guest perspective. During this review, which is conducted by a Director of Brand Quality, the products and services delivered to our guests throughout their vacation experience are evaluated against a set of core brand characteristics and the Gold Anchor Standards of service. The onboard leadership team provides the shipboard management response for the final report. The total score is equally weighted between a rate of correction based on items noted from the previous Brand Quality Review and a current score of the product delivery. The goal for each shipboard team is to achieve a 93% correction rate (a metric of continuous improvement) and meet or exceed the Company standards in at least 11 of 14 core brand characteristics resulting in a 78.57% current score. Solid performance is indicated when the combined total of 85.79% or greater is achieved for the overall score.

Action Items areas requiring immediate attention to correct No items noted Areas of Concern areas where improvements are required Communication: Brand Identity Guidelines Employee Competency: Room Service Employee Competency: Bar Service

Follow up from previous review

No follow-up from previous review required as this is the first GAQR for the Independence of the Seas.

Executive Summary
The 2008A Gold Anchor Quality Reviews continue to assess the leadership teams ability to establish a true culture of managing the operation in a quality-centric manner. The Directors of Brand Quality are particularly focused on the ships ability to ensure consistent compliance to the brands Gold Anchor Standards. With an intense focus on back-to-basics in terms of our four-shipwide standards, there are strong expectations for solid performance in these categories specifically. Additionally, areas where performance was sub-standard in 2007 will be evaluated with additional scrutiny for improvement. The expectation is that the tools that the management team received in the 2006 and 2007 reviews are being applied for maximum impact, particularly in these areas where the most improvement is needed. The 2007 fleet Corrections Rate just exceeded the 93.00% target by 0.94%, however 20% of all reviews completed did not attain a green Corrections Rate and therefore did not attain a green Overall Score. The Executive Committee and management team must ensure they have fully implemented processes whereby observations are constantly identified, true root causes are established, and effective corrective action is employed. This applies to daily product and service delivery, and is not limited to the observations from Gold Anchor Quality Reviews. Management must remember that both the Corrections Rate and Current Product Delivery are equally important in delivering a consistent product to our guests.

Lisa Vogt to add text before final distribution

Operational Efficiencies & Initiatives

Captain / Hotel Director:
Please complete this section with any initiative that you have thought of, developed, tested and successfully implemented since the last review. The initiatives can include any process action that goes above the current standards but should not include processes that are now common around the fleet or Company mandated standards or training. Guest Satisfaction o Crew Satisfaction o Shareholder Value o Safety/Security Safety Tip: o xx

Shipboard Observations
Management response: in blue/bold

reet & Smile

Acknowledge the Guest, English only in guest areas (unless guest is non-English speaking): o (D5, Sorrento's) A male Cafe Attendant (*Ricardo) was overheard on several occasions speaking to Retail staff and Bar staff in Spanish while walking along the Promenade on day 2. While very friendly and sociable with the crew members, his greetings were not as forthcoming with the guests. He was also seen pushing through the crowds during the Captain's Welcome Aboard Reception on day 2 evening. o A male Stateroom Attendant was speaking Tagalog with another crew member near stateroom 8308 on day 3. Acknowledge the Guest, crewmembers smile, direct guests and demonstrate their confidence in the ship's safety in a welcoming manner during guest mustering: o The guest muster on boarding day was generally well organized, however several crew members were missing at the required time 15 minutes prior to the drill. Only 1 person was deck 2 fwd, and crew members were missing completely from decks 9 & 11 fwd. A female Spa therapist was leaning on the railing on deck 12 fwd, and the two crew members on deck 10 aft were leaning on the wall talking to each other. Acknowledge the Guest, smile & acknowledge the guest: o Boarding day greetings were hit and miss, however greetings improved throughout the cruise vacation. While Stateroom Attendants were friendly, various crew members from many departments did not make any attempt to greet guests as they passed in public spaces. Only around 50% of crew members were seen greeting guests on boarding day, missing an opportunity to form positive first impressions and generate a warm welcome onboard. 4

Owner: xx Root Cause: xx Corrective action: xx

wn the problem
Positive Notes, miscellaneous: o In the Pyramid Lounge on day 4 morning, both a musician practicing on stage and a cleaner asked with genuine concern if I had lost something and were offering to assist when I was inspecting the area. o Galley staff Imade was quick to assist guests who were stuck in the revolving doors leading to the pool deck (doors had stopped moving) when he was transporting food items for the Solarium Buffet on day 4 evening.

Owner: xx Root Cause: xx Corrective action: xx

ook the part

Uniforms, Crew SeaPass and keys are not visible when crew are in guest areas: o (D5, Pyramid Lounge) The PSG had crew cards hanging out during the guest muster on boarding day, and during the VIP art auction setup at 7:45 am day 2. Uniforms, nametag - crewmember is wearing the nametag: o Three nametags were under crew members emergency vests during the guest muster on boarding day. o (D5, Pyramid Lounge) The Art Auctioneers were not wearing nametags during the VIP art auction setup on day 2 morning. o (D3, Studio B) A female skater providing skates to guests during open skate at 12:30 pm on day 2 was not wearing a nametag. o (D4, Boleros) A female Housekeeping crew member (*Carolina) was not wearing a nametag at the start of the art auction registration while working at the desk, but was later seen wearing a nametag. Uniforms, Photographers - day / gray trousers/skirt, white polo, black shoes: o A female photographer taking boarding photos on day 1 was wearing grey jeans instead of the uniform trousers. Body Language, good body language (no crossed arms, hands in pockets, slouching, leaning on rails, etc.): o (D5, Cafe Promenade) A female server was leaning her elbows on the counter with her chin in her hands at 7:30 am on day 2. Behavior, Appropriate in public areas: o Art Movers/FM Cleaners were often seen carting artwork and easels in the forward glass guest elevators on boarding day and day 2 morning when crew elevators are nearby for this use. 5

Two Security Guards (*Darwin and Cyril) were riding the aft glass guest elevators with many guests on day 2 morning. o A trolley containing a large blue industrial vacuum was seen in the forward glass guest elevators at least 3 times on days 1 & 2. o (D5, Adventures) The FCC was stirring and drinking coffee from a paper cup at her desk during opening hours on day 3 morning. Hairstyles, men - no hair over the collar or ponytails: o (D3, Labrynth) A male technical staff arriving late for the Cha Cha Explorer Academy class has hair just past his collar and his name badge was obstructed under his jacket.
o

Owner: xx Root Cause: xx Corrective action: xx

eliver the WOW!

WOW!, go above & beyond for the guest: o The giant teddy bears wearing Independence of the Seas t-shirts in the vintage car in the Royal Promenade are a big hit with guests, especially our junior cruisers as many were seen getting photos with their cuddly friends. As a bonus, the teddy bears are for sale in the Shops On Board in various sizes, presenting a great revenue opportunity. o The photo opportunity with the cast on stage with the Once Upon a Time storybook backdrop after the production show on day 3 evening was a big wow! o The Cruise Director sang a dynamic set with the show band on day 4 evening at the Dancing Under the Stars event, which was extremely well received by the crowd.

Owner: xx Root Cause: xx Corrective action: xx

Guest & Crew Safety / Security

A safe and healthy work environment must be provided in order to help prevent accidents and injuries.

Hazards, no obvious tripping hazards visible: o (D12, Fwd) A male cleaner had a backpack vacuum plugged into the wall in the elevator lobby, but had walked down the small corridor near the saunas and stood talking to 2 female cleaners sitting on bags of laundry for at least 5 minutes on day 3 afternoon. Equipment, electrical wires (buffet) taped to floor: o (D12, Pool Deck) The wires running from the back of the Sky Bar to the Solarium Buffet on day 4 evening were not taped. In addition, wires were also not taped when repairs were being made to the running track bollidt in this area on day 4 afternoon. Public Areas, no chemicals left unattended: o (D11, Gym) Antibacterial clean & smooth was stored in unlockable vanity cupboard in the Ladies Changing Rooms at midnight on day 3. 6

Owner: xx Root Cause: xx Corrective action: xx

Guest Satisfaction
Guests should feel that they have enjoyed a quality vacation experience and be satisfied that they have received value for price paid.

Trends Identified in the Guests Comments Include, Various: o Guest comment card trends indicated that the ITV system was not working and in particular the ability to review SeaPass accounts: disagree. The system has been restored to full working capacity. o Guest comment card trends indicated that guests dislike the paper cups provided with the tea/coffee setup in staterooms: partially agree. There is a large quantity of comments related to the paper cups in staterooms and the perception of this being a cheap presentation. Since only China cups are provided in Cafe Promenade and Sorrentos, guests become accustomed to these and the same should be considered for the stateroom tea/coffee setup.

Owner: xx Root Cause: xx Corrective action: xx

Employee Satisfaction
Royal Caribbean is committed to the safety and fair treatment of crewmembers. Employees should feel they are working in a professional and comfortable environment. Crew Focus Group: The Independence of the Seas first crew focus group was remarkably positive, with participants expressing high crew satisfaction. The group felt that the startup process contributed to bringing teamwork to a strong level and that management visibility and support has kept morale sturdy. Particular commendations were given of both Hotel Directors, Darren Budden and Francois Wache, for their support and genuine concern for the welfare of the crew members. In addition, the team voiced appreciation for the efforts of Crew Activities Manager Michael in his boundless organizing of crew activities such as bingo, raffles, sports events, entertainment on the back deck with movies, DJs concerts, and the very popular recent addition of the Biggest Loser competition for the crew with complimentary Body Composition Analysis and motivational activities and prizes. The focus group articulated concerns over the demographic while sailing from the United Kingdom, with typically lower ratings and gratuities, despite the fact that these guests verbally express satisfaction. The team understands the strategic value of these guests and are becoming more familiar with their unique attributes, however many crew members are looking forward to the return to the United States with a view to increased earning potential. Some discussion also focused on crew food, with the group acknowledging that the quality is good, but that more variety and cultural choices would be welcomed. Additional Notations from the Crew Focus Group and Crew Area Inspection: 7

Staff / Crew Mess, food correctly labeled: o (Crew Mess) Labels stating "beef" and "pork" could be more descriptive to provide more information on the dish and add to the perceived variety of food onboard. Staff / Crew Mess, food in the mess is according to the Food Matrix: o (Crew Mess) Only 12 salad bar items and 3 whole fruit were available on day 4 evening, when 14 salad items and 4 whole fruit should be provided. Crew Laundry, washers in working order: o (Crew Laundry) 2 washing machines are o-o-o. Miscellaneous, other: o (Staff Mess) The coffee machine is o-o-o.

Owner: xx Root Cause: xx Corrective action: xx

Shareholder Value
Onboard practices should provide customer satisfaction while maximizing onboard revenue opportunities.

Miscellaneous, other: o (D14, VCL) Lights were on full in Seven Hearts and Cloud Nine during broad daylight on day 3 morning, when an energy saving mode could be used. o Cruise in Review is featured on the elevator signage for the first 4 days of the voyage, when promotion later in the voyage would be more effective and the space could be used to promote a balance of areas as this was the only elevator signage seen. o Scuba certifications and diving tours were not offered during this 11-night voyage, despite the fact that time allows for certifications, a fully equipped and staffed dive shop is onboard, and the Canary Island ports offer dive tours. Casino, all slot and video gaming machines are in working order: o (D4, Casino) The Pompeii slot machine and one bill breaker was o-o-o on day 2. Video Arcade, video arcade machines all in working order: o (D12, Arcade) The Nascar Racing arcade machine was o-o-o on boarding day. o (D12, Arcade) The recharge station near the Explorers Room was o-o-o on boarding day.

Owner: xx Root Cause: xx Corrective action: xx

COMMUNICATIONS
Information should be communicated to our guests in a clear, concise, accurate and effective manner according to established guidelines.

Signage

Signage, not posted with visible tape: o (D4, D11, D12) Signs regarding the closed decks due to high winds were taped to glass sliding doors with visible tape on day 2. 8

Signage, printed (not hand written): o (D11, Aft Ladies Restroom) A brown paper hand towel was draped on the automatic hand-dryer with "out of order" handwritten on it for the first 2 days of the voyage. Signage, removed promptly when event is completed: o (D5, Explorations!) The plasma screens behind the desk on boarding day afternoon state "We hope you enjoyed your excursions this cruise," obviously from the previous voyage. Also it should state "cruise vacation." Miscellaneous, other: o (D11, Solarium) The signs for the Solarium Buffet on day 4 evening were well done, however they are hung inconsistently with black zip ties, plastic bags and some simply hooked on the metal rods which looks best.

Owner: xx Root Cause: xx Corrective action: xx

Brand Identity Guidelines

Brand Identity Guidelines, United States is spelled out not (US): o 2x - Day 2 CC and As You Arrive flyer. Brand Identity Guidelines, Time / noon is used (not 12:00 pm, 12 noon or midday): o (D5, Adventures) The opening hours sign for the FCC on day 3 states "12:00 am." Brand Identity Guidelines, port(s)-of-call is hyphenated: o (ITV) The RCCL ports-of-call section heading needs hyphens in the ITV General Information menu. Brand Identity Guidelines, United Kingdom is spelled out (not abbreviated UK): 1x. Brand Identity Guidelines, Walk-a-Mile and Walk-a-Thon are hyphenated and the "a" is not capitalized: o (D13, Sports Court) The Tournaments & Activities schedule signage posted near the basketball court states "Walk-A-Mile." Brand Identity Guidelines, Explorations! uses an exclamation mark: o (TV) Channel 20's Channel Guide states channel 15 as Explorations but needs an exclamation mark. Miscellaneous, other: o 6x incorrect pricing format used in Days 2 & 4 CC and Adventure Ocean Compasses. o "fitness director" is stated on the fitness schedule, when Fitness Instructor is correct. o Elevator signage promoted the Cruise In Review DVD when "in" should not be capitalized according to the Brand Identity Guidelines. o (ITV) Aqua Babies and Aqua Tots is still stated on ITV under the Onboard Experience Kids and Teens section, when Royal Tots and Royal Babies should be used. o (D5, Pyramid Lounge) The band welcomed guests on day 4 evening by saying "welcome to the Repeater's Party" when the correct term is the Welcome Back Party. Brand Identity Guidelines, Royal Caribbean International is used (not RCI, RCCL, Royal Caribbean, Royal Caribbean Cruise Lines, etc.): 3x - Behind the Name Tags. Brand Identity Guidelines, Captain's Welcome Aboard Reception is used (not Captain's Welcome Party, Captain's has an apostrophe):

3x - Captains Welcome Reception used in Day 2 CC, CD announcement on day 2 afternoon referred to Captain's Cocktail Party. Brand Identity Guidelines, Time / times have space between the time and am/pm (not 2:00pm): o 4x - "Take 5 Minutes..." card, and photo portrait studio signage on day 2. Brand Identity Guidelines, Time / lower case am and pm is used (not AM or PM): o Photo portrait studio signage on day 2 formal night used capital pm's. Brand Identity Guidelines, cruise vacation is used (not cruise): o 4x - twice in Adventure Ocean Compasses, once in the departure questionnaire, once in the "Take 5 Minutes..." card. Brand Identity Guidelines, SeaPass is used (not SuperCharge; all one word with first S and P capitalized): o 6x - five times in the "Take 5 Minutes..." card and once in the My Time Dining letter. Brand Identity Guidelines, Crown & Anchor Society is used (not Crown & Anchor Club, etc.): o 1x - Behind the Name Tags.
o

Owner: xx Root Cause: xx Corrective action: xx

Announcements

Positive Notes, miscellaneous: o Revenue announcements were clear and contained just the right amount of information to inform guests of the what, when and when for events, often in only 10 seconds.

Owner: xx Root Cause: xx Corrective action: xx

Compasses / Planners / Flyers

Number of days reviewed: 4. The Gold Anchor Standards are noted below with the number of times errors were found.

Presentation (CC/PL/Inserts), graphics and photos are clear and visible: 1x - Day 2 CC. Information (CC/PL/Inserts), information provided is correct: o Day 4 CC promotes Pierside Port Photos from 9:00 am to noon, however the ship's arrival was not scheduled until 12:30 pm. Information (CC/PL/Inserts), events are listed in chronological order: 4x. Information (CC/PL/Inserts), information & times provided is consistent with other sources: o 2x - Windjammer Cafe lunch times on boarding day differ between the PL (11:30 am 3:30 pm) and the As You Arrive flyer (11:30 am - 4:00 pm). o Group Cycling listed in the fitness flyer, but stated as Indoor Cycling in the PL. Spelling (CC/PL/Inserts), material is free of spelling errors: 6x. Spelling (Other printed material), material is free of spelling errors: o 3x - twice in Adventure Ocean Compasses and once in the Expo! raffle flyer. Spelling (Spa), material is free of spelling errors: 1x. Miscellaneous, other: 10

(D5, Promenade) Spa flyers were stapled together and handed out on day 2, with a handwritten message scribbled on one flyer to book with a certain therapist and receive a discount. o Legal sized Park West flyers were distributed inside Cruise Compasses on days 1 & 2 to staterooms. These long flyers are not approved for this purpose. They can only be provided in the Art Gallery and at auctions. Grammar (Other printed material), proper grammar used (verb usage, agreement, over use of articles, etc.): 3x - "Take 5 Minutes..." card. Grammar CC/PL/Inserts), incomplete sentences: 1x - day 3 CC.
o

Owner: xx Root Cause: xx Corrective action: xx

TV

Miscellaneous, other: o The Madhatters Ball parade was advertised on a slide on Compass Channel 17 on boarding day, however no time was indicated for the event. Broadcast TV, slides are free of spelling and grammar errors: o (ITV) There are 2 spelling errors in the ITV General Information - Guest Conduct Policy section, in the Safety & Security paragraph with "cruse" and "duiring" written. Broadcast TV, picture quality good: o The pool deck camera image seen on TV and outside the Broadcast Room often shakes and is difficult to view in high winds. Options to better brace the camera mount should be considered. Broadcast TV, channel line up according to current standard: o (TV) The background music for the Bridge Info Channel 18 on day 4 was "Louie Louie" instead of the classical music required according to the channel lineup.

Owner: xx Root Cause: xx Corrective action: xx

EMPLOYEE COMPETENCY
Employees should be well trained and competent in performing their duties to the required standard.

Stateroom Setup / Service / Housekeeping

Number of staterooms inspected: 10. The Gold Anchor Standards are noted below with the number of staterooms incorrect for that standard listed.

All Collateral in correct place, plastic logo bag (1) on hook: 1x. Stateroom Attendant Introduction, ask what dinner seating guest is assigned to : 1x. Linens/Hardware, Air Conditioning is set to neutral: 1x. Linens/Hardware, at least 6 skirt/trouser hangers and 18 regular hangers (no wire hangers): o 1x - 5 skirt hangers only. 11

Linens/Hardware, upholstery free from debris, stains, dust: o 3x - Lego piece under sofa, pair of socks under sofa, shopping maps under sofa. Soda Set Up, soda card on tray or front of mini bar fridge door: o The mini-bar card in stateroom 8229 is not laminated or attached to the fridge door. It is simply folded in half, draped over the top of the door and closed half inside the fridge. Miscellaneous, other: o One stateroom was displaying the Day 6 Compass from the previous voyage on the vanity, along with the current voyage collateral. Cleanliness, no dusty/dirty/debris: 3x - hair on shower floor or bathtub. Cleanliness, no debris left in drawers (desk & closet): o 1x - Jean Paul Gaultier perfume bottle in vanity cupboard. Bathroom, stancap logo facing guest: 1x. Bathroom, soap dishes clean: 1x. Bathroom, sanitary bags on shelf under sink (5): 1x - none at all. All Collateral in correct place, TV turned on to safety channel: 1x.

Owner: xx Root Cause: xx Corrective action: xx

Dining Room / Specialty Restaurants

Tea Service, offer choice of teas - offered tea box: o (D4, Dining Room) The tea box was not presented during My Time Dining on boarding day, when I ordered green tea. Boarding Day Open Viewing, all tables set according to standards: o (D4, Dining Room) Tea cups and saucers were on tables during boarding day open viewing. Miscellaneous, other: o (D4, Dining Room) A My Time Dining banner is displayed outside the dining room on boarding day with staff available for assistance, however the option is never mentioned in the Cruise Compass or promoted in any way. o (D4, Dining Room) The bread was not explained in the bread basket presented during My Time Dining on boarding day, as it was brought out and I was simply asked which one I would like. o (D4, Dining Room) A request for olive oil and balsamic vinegar with the spinach salad during My Time Dining on boarding day was not smooth. The vinegar was provided immediately, however it took at least 3 minutes for the olive oil to be provided. o (D3, Dining Room) Coffee/tea and juice service was poorly coordinated during breakfast on day 2 morning, with the waiter taking drink orders then another server returning with coffee and asking guests who wanted it. Guests also had to repeat juice requests to this second server, even though the waiter wrote down these orders and everyone on the table was talking about the talk of coordination and organization. o (D3, Dining Room) The table setup during breakfast on day 2 morning was incomplete, with bread knives missing, only one butter packet in the container, and cutlery was too hot to touch, as pointed out by another guest at the table.

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Owner: xx Root Cause: xx Corrective action: xx

Room Service
Number of times requested: 4. The Gold Anchor Standards are noted below with the number of times service was incorrect for the standard listed.

Stateroom Service, asks where guest would like the tray: 2x. Stateroom Service, refers to tray pick up card: 2x. Stateroom Service, introduces by name at door: 2x. Stateroom Service, does not ask "how much would you like?" when asked for change: o On day 2 evening, the server asked "how much you need?" in response to a request for change. Stateroom Service, asks to enter stateroom: 2x. Stateroom Service, delivery time reasonable: o An order placed at 3:15 pm on day 2 was advised that it would take 20 - 30 minutes for delivery, however it took exactly one hour. Stateroom Service, confirms the order is correct by naming items: 1x. Order Taking - Telephone Etiquette, asks if would like wine/bar service/mineral water: 2x. Room Service Food, hot & tasty: o Hot water for tea was provided in a pot with a "coffee" label on the lid and tasted slightly of coffee. Room Service Food, correct as ordered/listed on menu: o An orange juice was provided on day 2 afternoon although this was not ordered. o Coconut cookies were ordered on day 2 evening, however oatmeal raisin cookies were delivered instead. Order Taking - Telephone Etiquette, calls back to check on meal/service: o 4x - a callback was never received after any room service deliveries experienced. Order Taking - Telephone Etiquette, operators able to explain the menu items: o A request for cookies on boarding day evening was automatically provided as Chocolate Chip cookies, rather than offering the guest a choice.

Owner: xx Root Cause: xx Corrective action: xx

Windjammer / Buffets / Other Outlets

Positive Notes, miscellaneous: o The Johnny Rockets team executed the dances in a very enthusiastic way, encouraging guest involvement with "whoops" and movements in the track. o The fruit carvings at the Solarium Buffet on day 4 evening were exceptionally well done - original and impressive. o (D5, Sorrento's) The Fetco hot water machine is a great addition for the British market with a high population of tea drinkers. Johnny Rockets, miscellaneous: 13

(D12, Johnny Rockets) A choice of cheese for the grilled cheese was not offered and cheddar was provided. o (D12, Johnny Rockets) Shakes requested without cream were served with cream, however the server quickly replaced them when this was pointed out. Miscellaneous, other: o (D11, WJ) The individually plastic-wrapped singles cheese slices do not reflect the quality of the brand, as seen during boarding day lunch. o (D11, WJ) Nameplates were on tables for the first 3 days of the voyage without any names in them. The nameplates should not be on display unless a name is inserted. o (D11, WJ) Tables on the side seating areas providing tea/coffee/juice service in the mornings are not removed when not in use in the evenings. The tables in the evenings were seen with dirty tablecloths and on day 3 evening 3 brown cambro containers were stored here, turned around and not in use. Buffet Set Up and Presentation, cutlery has been rolled in a napkin and ready for service: o (D11, WJ) The first rolled cutlery tray was empty on day 2 morning at 10:55 am. Buffet Set Up and Presentation, food does not run out on the line: o (D11, WJ) Honey stung chicken was out on the line at 3:00 pm on boarding day. o (D11, WJ) One of the whole fruit trays was empty on day 2 at 10:55 am. o (D11, WJ) On day 3 morning, all 4 trays of toast were empty on the starboard side, and omelets were also out on the line. o (D11, WJ) Hash browns were out on the line on day 4 morning. o (D11, WJ) Crackers were out in the cheese section on day 4 evening. Buffet Set Up and Presentation, foods clearly & correctly labeled: o (D11, Jade) While the label indicated scrambled eggs and baby shrimp, the item did not contain any shrimp on day 3 morning on both the port and starboard sides. Buffet Set Up and Presentation, food to look full, fresh, garnished: o (D11, WJ) There was a thick skin on the cream of potato soup on boarding day afternoon. o (D11, WJ) There was a thick skin on the vat of hot milk on day 2 morning. o (D11, WJ) The gravy next to the biscuits had a thick skin on day 3 morning at 10:00 am. Table Setup, wine menu at dinner: o (D11, WJ) No wine menus are on tables in Jade or WJ in the evenings, not even the Alice White Little Joeys tent cards. While the bar servers knowledge of wine appeared good, naming several, the La Terre Chardonnay that she offered was not available and I was offered an alternative selection.
o

Owner: xx Root Cause: xx Corrective action: xx

Bar

Positive Notes, miscellaneous: o The bar staff in Vintages, Steliana in particular, did a great job of maximizing on the unexpected crowd due to the Sailaway Party being moved to the Royal Promenade on boarding day. They offered service with a smile, upsold to wine flights, accommodated guests by moving seating, and provided bruschetta and cheese plates to guests, promoting satisfaction and building loyalty to the venue. 14

There was a wide and eye-catching beverage selection at the Welcome Back Party with colored/flavored champagne, and Green Olive and Rum Punch cocktails. Beverage Service, bar server or bartender introduces themselves by name: o Bar servers did not introduce themselves during a third of all bar transactions experienced, at the Pub, Solarium Bar, Theater and Cafe Promenade. Beverage Service, bar server or bartender greets guests within 2 minutes of guests sitting down: o (D4, Boleros) We were seated for 15 minutes before being greeted or offered service at 8:30 pm on day 2, despite a female bar server cleaning tables beside us and another female bar server "doing administration" paperwork nearby. Miscellaneous, other: o A male crew member at Ben & Jerry's was seen passing two waffle cups full of ice-cream through the crew door to a waiting female in white coveralls on day 3 afternoon at 2:45 pm, all while guests are waiting at the ice-cream counter in the venue. o (D5, Promenade) A male Bar Server (*Ali) at the Dancing in the Street event on day 3 evening was seen blatantly pointing out the Brand Quality Director to his bar colleagues. This interference with the brand quality review process is unacceptable as it makes it difficult to provide feedback for the team's benefit. o (D11, Solarium Bar) Bar service was slow with only one bartender present during the Solarium Buffet on day 4 evening. In addition, the ambiance at this venue could be improved to tie into the Dancing Under the Stars event with flashing glasses and a display.
o

Owner: xx Root Cause: xx Corrective action: xx

Entertainment and Guests Activities

Positive Notes, miscellaneous: o The Royal Babies and Tots setup in the Conference Center is well done with many toys, a net across the door and fun themed signage. o The Cruise Director's See More TV morning show on Channel 10 is fresh, comical and innovative. Welcome Aboard Show, includes singers and dancers performing approved material: o (D3, Theater) The Royal Caribbean Singers & Dancers did not perform and they were not introduced during the WAS. Library, trivia sheets are current and changed according to schedule:: o (D7, Library) Trivia and Sudoku sheets were already completely gone by 12:30 pm on day 2, indicating that supplies could be increased for this demographic on sea days. AO/ Boarding Day Duties, A/O is neat and tidy during boarding day open house: o (D12, Living Room) A bunch of cables was pulled through the sofa near the TV wall during boarding day open house. AO/ Boarding Day Duties, all computers and video games on: o (D12, A/O) Two computers in the Voyagers room were not on during boarding day open house. Live Show, broadcast live or live to tape for immediacy on channel 14:

15

The CD's pre-taped shows on RCTV Channel 10 feature crew members who are no longer onboard, such as the Open Deck Manager Mitch and Barber David. Expo!, held on boarding day, before boat drill for a minimum of 1.5 hours.: o Expo! is only held for only one hour on day 2 morning. An exception for day 2 is made given that the first 2 days of the voyage are sea days, however the event needs to meet the minimum time frame. Miscellaneous, other: o The CD Staff did a good job of quickly moving the Sailaway Party to the Royal Promenade due to poor weather, with many staff present and the band playing. However, many of the wow elements were missing such as dance activities and costumes. With inclement weather in this region likely at this time of the year, the team may be able to plan a more lively indoor Sailaway Party going forward. Activity Protocol, assigned staff arrive to venue 15 mins prior to start time in Compass: o (D3, Labrynth) The technical staff did not arrive until 8 minutes prior to the activity start time for the Cha Cha Explorer Academy class on day 2 at 12:15 pm, with many guests in the venue waiting at this time.
o

Owner: xx Root Cause: xx Corrective action: xx

Guest Service and Financial Operations

Positive Notes, miscellaneous: o The upgraded breakfast in the Concierge Lounge is well done to suit the British market with a toaster, cold meats, cheese, and smoked salmon in addition to the regular continental breakfast setup. Miscellaneous, other: o (D5, Guest Services) The Guest Conduct Policy flyer should not be distributed onboard, to be available only for guest meetings with the Guest Services Manager. However, GCP flyers were available on an information table opposite Guest Services on day 2.

Owner: xx Root Cause: xx Corrective action: xx

Spa

Positive Notes, miscellaneous: o Rodolfo provided an excellent Deep Tissue massage, with reflexology expertise and experience in targeting specific muscle groups. His sales technique was the right holistic balance of exercise tips, further treatment follow-up and product sales, provided in a natural and compelling way. Supervision, present and effective: o (D12, Spa) Upon arrival for an 8:00 am appointment on day 2, at least 4 spa staff were sitting in the relaxation room drinking tea and chatting when guests were being shown into the area to complete consultation forms. 16

Cleanliness, showers, saunas and steam rooms are clean and free of mildew: o (D11, Gym) White chalky buildup is on the walls in both the Men's and Ladies steam rooms. Spa Treatments, therapist should inquire if guest is warm enough & comfortable: o The treatment was performed exceptionally well, however the therapist did not check on guest temperature and comfort. Miscellaneous, other: o (D11, Gym) The fitness class signup sheets have guests write their name and sign the form, presumably to authorize fee charges. Obtaining signatures on class signup forms is unusual and many guests clearly feel uncomfortable with this practice as most have not signed anyway. o (D11, Gym) The grey hand weights on the aerobics floor are in poor shape, with the plastic coating peeling off. o (D12, Spa) The fire doors were not opened until 7:58 am on day 2 morning when guests are asked to arrive 10 minutes early for their appointments. Four guests were waiting in the lobby at this time.

Owner: xx Root Cause: xx Corrective action: xx

Casino
No items noted.

Photographers

Miscellaneous, other: o (D3/5, Centrum) The portrait studio on deck 3 opened 5 minutes late and the studio on deck 5 outside the dining room opened 8 minutes late on day 2 formal night at 7:30 pm. Portraits & Promotion, unattended portrait stations with display board with sample photo and times: o On day 2 formal night, signage with portrait studio times was missing from deck 3 Centrum, deck 4 Centrum at the top of the stairs, and from all 3 photo setups on deck 5. In addition, none of the 3 studios on day 3 evening had any signage with sample photos and opening times.

Owner: xx Root Cause: xx Corrective action: xx

Shops

Positive Notes, miscellaneous: o Louisa in the Perfume Store did a great job on day 2 in recommending perfumes and promoting the free gift in a subtle and knowledgeable way. Miscellaneous, other: 17

(D5, Promenade) The Ice Show ticket distribution on day 2 morning at 9:00 am provided much guest traffic to the area, however the Shops On Board staff were still setting up the island sales desk at 9:15 am with several cardboard boxes on the counters and products being placed on the tables. They did not take advantage of the additional traffic and missed this revenue opportunity. o (D5, Promenade) The shops closed exactly at 11:00 pm on boarding day at the start of the Mad Hatters Ball parade when it is common practice to stay open until after the parade to capitalize on the crowds in the area and revenue opportunity. Appearance, no boxes, carts, while shops open or visible when closed: o (D5, Shops) Cardboard boxes were seen daily on top of counters on the island sales desks, during setup and changing of stock throughout the sea days. If necessary for restocking, boxes should be kept on the floor or in a less visible location. Sales and Service, guests names always used in sales transactions: o (D5, Shops) Guest names were not in use in the Logo and General stores on day 3 at sea. Sales and Service, every guest should be greeted within 10 feet in the shops: o (D5, Get Out There Store) Several guests were not greeted by the male Retail Sales Associate upon entering the store on day 3 morning.
o

Owner: xx Root Cause: xx Corrective action: xx

Employee Competency: Other

Positive Notes, miscellaneous: o The Expo! was a high-energy event with staff engaged and conversing with guests. The Spa staff were upbeat, smiling and dancing, adding to the vibrant trade-show atmosphere. Miscellaneous, other: o (D3, Theater) The Port & Shopping Talk was advertised in the PL to take place at 1:00 pm on day 2, however at 1:00 pm there was no sign of the PSG. A male stage staff was at the entrance advising guests that the show was cancelled and that the PSG would be available at their desk at 4:00 pm that day, however he closed the fire doors and left the venue exactly at 1:00 pm.

Owner: xx Root Cause: xx Corrective action: xx

SHIPS OVERALL APPEARANCE

All areas should be clean, tidy and in a good state of repair. The ships environment should be welcoming, professional and relaxing.

Cleanliness

Public Areas, tidy & free from debris, cups, etc. after cleaning:

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(D3, Theater) Debris was seen in the seating areas during the Welcome Aboard Show on boarding day, including straw wrappers and paper which were more than likely there from the previous voyage. o (D3, Labrynth) The large planter at the entrance to the disco is dusty and contained a lot of debris on day 2 morning including red tinsel, yellow and blue streamers, tissue, and clear plastic wrap. o (D3, Studio B) Two champagne corks and a rubber band were in the upper port side seating area during open skate at 12:30 pm on day 2. Art Displays, clean & dust free: o (D11, Pool Deck) The display case in the starboard aft revolving door with the bubbles contains dust and debris on the floor. o (D5, Sorrento's) There is dust inside the forward display case and on the empty shelves. o (D11, H2O Zone) There are at least 6 patches of white milky residue behind the colored panels near and behind the waterfall feature. Carpet, clean & stain free: o (D12, Living Room) There are several large orange stains on the carpet near the circular sofas. o (D5, Champagne Bar) There is a large pink stain on the carpet near the bar. o (Fwd Elevator) The most forward starboard guest elevator had thick dust on the carpet on day 2 morning. Bulkheads/Walls, wall coverings clean: o (D5, Guest Services) There were at least 2 pieces of rolled tape on the wall behind Guest Services on day 2 morning. o (D5, Vintages) Tape in a loop was stuck to the wall behind the large Coppola wine display bottle on day 2. o (D14, Olive or Twist) The burgundy walls stage left (forward) is scuffed with white marks in several places. Miscellaneous, other: o (D5, Pyramid Lounge) There is a milky white residue on the starboard side marquee sign, making it difficult to see the photo of the musicians clearly. Pool Deck, tidy & debris free: o (D12, Aft) There was a lot of debris under the wooden benches on day 4 morning including leaves, string, paper, sand. Furniture, clean, free from spills & stains: o (D14, Cloud Nine) A $100 monopoly bill was in the seat cushion in one of the blue sofas. o (D5, Connoisseur Club) Debris was found in sofa cushions on day 4 including a silica gel packet, sand and dust.
o

Owner: xx Root Cause: xx Corrective action: xx

Maintenance

Public Restrooms, special assist door to exit stall in working order: o (D3, Fwd Ladies Restroom) The handicapped button is not working to exit the stall. Public Restrooms, special assist door to enter stall in working order: 19

o (D3, Fwd Ladies Restroom) The handicapped button is not working to enter the stall. Tile, grout present, clean, in good repair: o (D11, Pool Deck) The caulking around the edge of the rounded shower floor near the main pool is peeling off. o (D11, H2O Zone) The caulking around the base of the glass in the large swirling pool is discolored with brown in many places. Tile, no tiles cracked, missing, broken: o Floor tiles are cracked in the forward starboard side glass elevator. o (D11, Gym) At least 11 tiles are missing from the bottom edge of tiles under the bench in the Men's steam room. Carpet, in good condition: o (D1, Medical Facility) Carpet is fraying at the entrance off the elevator lobby. Equipment, well maintained (working): o (D11, Sprinkles) The aft frozen yogurt machine was o-o-o. o (D3, Aft Ladies Restroom) The automatic hand towel dispenser was o-o-o on day 2 afternoon. Windows, in good repair: o (D12, Living Room) The wooden ledge at the base of the large picture window to the outside deck is dented. Pool Deck, bollidt in good condition: o (D12/13, Pool Deck) There are several areas of bollidt near the port side of the FlowRider, next to the Wipeout Bar and on the starboard side of the Sky Bar that are very worn. Repairs seem to be in progress. Furniture, in good condition (upholstery): o (D4, Labrynth) At least 7 buttons are missing from the single sofa chairs, exposing the metal studs underneath. Furniture, in good repair: o (D4, Theater) A glass sconce is cracked on the port side at the top of the stairs above emergency equipment locker 4.2.1. Railings, in good repair: o (D8, Corridor) A wooden railing was broken off the wall and was placed loosely on another railing outside stateroom 8522 on boarding day afternoon. Public Areas, lights all in working order: o (D3, Theater) The Alhambra neon sign flickers on at least 4 of the letters. Art Displays, in good condition: o (D13, FlowRider) The surfboard signage display at the top of the FlowRider is broken and mostly removed.

Owner: xx Root Cause: xx Corrective action: xx

Ambiance

Sound, music level appropriate for venue: o (D5, Promenade) Background music volume was often very quiet in the Royal Promenade during the sea days and could be barely heard. 20

Venues, items not left in public areas when not in use: o (D12, Living Room) Two grey highchairs were stored in the corner near the bar during Adventure Ocean boarding day open house. They are more than likely for Johnny Rockets nearby, but should be stored elsewhere. o (D5, Promenade) A black bag containing the tuxedo pull-up banner was placed on the ledge behind the tuxedo display case on day 2 morning. o (D5, Centrum) A trolley full of boxes of hand towels was in this area unattended for at least 10 minutes on day 3 evening. Plants/Flowers, in good condition: o (D13, Sports Court) Many of the small fir trees around the basketball court are brown, possibly struggling with the cold and windy conditions. Miscellaneous, other: o Individual seasickness bags were scrunched into the stairwell railings on day 2, however many ships have produced holsters/bags to velcro to the railings for this purpose which presents more professionally. o (D12, Pool Deck) The black ropes tied to the railings to secure deck chairs are permanently tied and don't look good - the color choice does not suit the ship appearance and many are frayed and worn.

Owner: xx Root Cause: xx Corrective action: xx

Guest Port Services

Management Response in bold blue provided by Juan Trescastro, Vice President, Guest Port Services Port of Boarding: Southampton, United Kingdom Date of Boarding: October 4, 2008

Positive Notes, Comments: o The Southampton Terminal presents professionally, with staff consistently in smart uniform, and traffic flow smooth and well organized. Miscellaneous, other: o "Luggage claim" signage from the previous voyage was turned around and placed along the wall on the walkway to the ship when guests were boarding. This signage should be removed and stored when not in use. Arrival Terminal Operations / Beverage-Snacks, beverage table clean, tidy and replenished appropriately: o (Southampton Terminal) The beverage table appeared disorganized on boarding day, with 3 cambro containers not in use stacked on a trolley beside the table, a cardboard box containing paper cups/plates was on top of the table, and extra trays of plastic-wrapped cookies were behind the display. Look the Part / Uniforms, nametag worn on outermost garment: o (Southampton Terminal) The female agent at the SeaPass photo terminal was not wearing a nametag.

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Owner: xx Root Cause: xx Corrective action: xx

End of Report

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