server

manager

director

senior analyst

revenue analyst

Royal Caribbean group

I started with RCCL in 2009 and knew it was gonna be a great job but once I got on the ship I realized just how great it would be! The ships are beautiful and very well maintained. The staff are amazing and most people are so happy, feels like a big family even when there are more than 2,000 crew sometimes. The casino department are kinda on their own in a way because they work shifts until about 3 in the morning but the salary makes you feel a lot better about that. Management is promoted from within 99% of the time and they are always asking where you plan to go in the future. Most of us were happy to just deal cos the salary was great with very few responsibilities in a very laid back but customer friendly environment. My favorite part of the job was definitely seeing all of the places that the cruise ship went to and meeting people from all over the world(staff and guests). A day on the ship for a casino dealer usually starts with sleeping until around midday(work night shifts). After that it's up to you what you wanna do, I used to spend a bit of the time before work going to the gym or for a run on the jogging track but some people prefer to just hang out and talk to friends or play games in the games room. Food is available often and it's not bad at all but can sometimes be a little repetitive especially after a few months but still there are many options depending what you like to eat. We usually started work late in the afternoon on a port day because the casino can't open within 3 miles of most land and then we would spend about 8 hours average dealing the table games(about an hour on each table with 20 minute breaks between). On some nights you finish as early as midnight and then once again it was up to you what you did with your time. Most singles usually go to the bar and have a few drinks with friends and if it's a crew party then a lot of drinks with friends, bar usually stays open til 3am or sometimes later depending on the ship. Some people prefer to stay in the cabin and watch movies or just sleep so they can get up early and visit the islands/cities that the ship was docked in. Whatever you choose to do is up to you. I spent time on the ship as a single and I also met my wife there and spent time as a couple so obviously there is something for everyone. I think the hardest part about working on the ships is not being at home for sometimes 7 months of the year and missing weddings, birthdays and all kinds of things, at the same time it can be great because once your contract is over you get to have about 2 months of vacation before going to your next ship(including paid flights)...how many companies do you know that will give you 2 months off? Another hard part is that sometimes, especially if your girlfriend/boyfriend is in another department, it can be hard for the schedulers to organize that you go to the same ship at the same time and it is no fun being away from the person you love. I saw a friend of mine falling apart cos he was on a ship in the Mediterranean and his girlfriend was on another ship in the Caribbean and I really felt sorry for him. My wife and I got lucky in this respect because in all the time we were dating/engaged on the ship we only had 2 weeks apart, which is like winning the lotto when you compare some of the stories. Boat drills can be tough when you work in the casino cos like I said, we work til sometimes 3 or even 4 in the morning when it's busy so when an alarm goes off and you have had only 5 hours sleep it isn't that fun, especially with the fact that you have to get dressed and go outside at this time...thank goodness they are only once a week, and to be honest I'm glad they have them so that you van handle an emergency(unlikely but still). I nearly chose not to go to the cruise ships and actually delayed it for 2 years but to this day I believe it was one of the best things I have ever done in my life and I would suggest it to anyone who hasn't seen the world...remember, we only live once and seeing all the things that the world has to offer will open your mind and make you grow as a person.

•	Utilizes appropriate food and wine terminology and pronunciation. Maintains complete knowledge of menu descriptions and wine lists in order to discuss items appropriately to enhance the guests dining experience. Responsible for the successful execution of the training for Restaurant employees in this function.
•	Trains, monitors and evaluates Restaurant employees for service according to GAS.  Provides on-the-job training to all Restaurant employees to strengthen their current performance and in preparation for possible advancement. 
•	Following all Restaurant Operations guidelines (i.e. Dynamic Scheduling, Traffic Flow, Over-Time) creates and notifies Maitre d' regarding work schedules and station assignments. Ensures fair distribution of duties including side jobs, following Restaurant Operation guidelines, to employees engaged. 
•	Records production and operational data on specified forms. Analyzes operational problems such as theft and wastage, and establishes controls. Ensures that employee timecards are in compliance with the Time and Attendance policy.
•	Supervises staff to ensure tables are set according to Gold Anchor Standards with appropriate linen, silverware, glassware and china.  Under time constraints or staff shortages, assists employees in setting tables.
•	Greets and escorts guests to their assigned seats.
•	Presents both food and beverage menus to guests; suggests dinner courses, appropriate wines, and answers questions regarding menu and wine selections.  Makes recommendations to entice guests while meeting management goals to reduce particular inventory stock.
•	Supervises staff to ensure galley and beverage orders are properly recorded and retrieved from various locations and served appropriately to guests.  Ensures dishes are garnished and decorated according to the Gold Anchor Standards.  Ensures staff enters food and beverage orders in the point-of-sale system.  Records meal counts according to established processes.  Under time constraints or staff shortages, assists employees in the food service function.
•	Supervises assigned stations or sections, including all employees and the equipment used within them. Responsible to ensure all cleanliness and maintenance is in accordance with relevant standards (i.e. GAS, USPH, Workplace Safety and Clean Ship Matrix) in assigned areas. Ensures sections are ready prior to seating.
•	Observes guests to anticipate their needs, responds to any additional requests and determines when the food and beverage service has been completed.
•	Works to achieve the guest’s satisfaction with both the quality of the food served and service execution.   Listens emphatically to any opportunity for improvement.  Exercises authority and discretion to satisfy guests in a manner consistent with Gold Anchor Standards.  Immediately works to resolve difficulties and follows-up with all employees and guests involved in a positive and productive manner to correct the situation.
•	Supervises and participates in dining room entertainment as directed by established activities and specific itinerary adaptations such as theme night parades.
•	Participates in rotational schedule, supervising assigned areas in Room Service, Windjammer, and/or other venues.
•	Attends meetings, training activities, courses and all other work-related activities as required.
•	Performs related duties as required.  This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position.  Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.
•	Actively follows ServSafe responsible service of alcoholic beverages.

The Royal Caribbean call center in Springfield, Oregon is a fast paced and often stressful environment.  It does provide initial training for multiple tasks and departments.  There is generally good promotional opportunities for most departments when there are openings. The required tasks vary.  You may find yourself working extremely hard for one department, while the tasks and stress levels in another department may be considerably less.  The differences in compensation are small.  You are constantly monitored and measured on every level, including business emails, phone call quality and length of calls. You are scored and ranked accordingly. These measurements can often seem inconsistent and unfair. You are required to meet with your supervisor on a regular basis, who will evaluate your performance in detail.  You will be micro-managed on most tasks. It's a good idea to develop a good relationship with your supervisors from the start as it will affect how you are evaluated overall. There is often bias regarding who is promoted and who is not. The company does make an effort to improve how it treats it's employees and overall moral with the use of regular employee surveys. To it's credit, many of the suggestions received become policy. The company does provide incentive pay for those who meet all the metric requirements, but only a small percentage of agents receive incentives on a regular basis.  The process was improved somewhat during the time I worked there after many complaints from employees.  The thing to remember when seeking employment there is that you will be tethered to a phone in front of a computer taking call after call all day long and are expected to adhere strictly to your schedule.  Believe it or not, every minute is measured and affects your ranking.  The lowest ranking employees get the worst schedules, such as working closing shifts and weekends. You will hear about it if you are not in compliance even by a minute! You can be fired for being out of compliance too often. So you literally have to walk around with a timer on you.  In my experience, most of my co-workers were very nice, hard working people. You spend your day working for Travel Agents, assisting them with every request from pricing, to recommending products, to solving problems, including daily accounting issues requiring research.  You are expected to take ownership of all issues.  I can tell you the Travel Agents were mostly professional and knowledgeable when I started 13 years ago, but by the time I left most are just people trying to make an extra buck on the side and are not trained to do their jobs or knowledgeable of the products, but they will expect you do do all the work for them while they collect the commissions.  The quality of supervisors could vary greatly, from those who hardly did anything to improve anyone's performance and simply did not care a whole lot about you, to those who tried to be fair and helpful, but all were bound by the company's policies and procedures even if they were not particularly fair or humane.  Management often did not monitor the work of the supervisors to evaluate the quality of their work except to judge by the metrics of their teams.  Management did improve the last year I worked there and supervisors were finally retrained to do their jobs more effectively after 13 years at this site!

This angagment with RCCL is really special and one in a kind experience in my (not so short) professional career. Beside of all special things connected to ship's life and work, I'm really gratefull that I had opportunity to learn how to deal with all the segments in succesfull working of one small tv station on the cruise ship. As you can see, I was mostly an tv editor before the ships, but there I learned a lot of other different jobs which I didn't have opportunity to work before or I did, but just for a while. So, after a few weeks of handing over, I was so happy to realise that I can be faced with almost any problem in broadcast room or to give any needed support. At the first contract I was mainly working on Cruise in Review DVD or Morning Show with the Cruise Director (filming, editing, exporting) and slowly but surely I went through all of the parts of broadcast tecnician's work at the ship, from tracking sattelites (distributing signals to tv channels) to filming, editing, switcing (while using 3 remote cameras), supporting, recording shows from the theater, routing v/a signals to different locations around the ship, setting projectors or other equipment to some lounges etc. During my vacation they called me for "fill in" just for 6 weeks and I was lucky to spend that time on Oasis of the Seas where I worked with much newer and better equipment than on Explorer of the Seas, where I came back this April to work the jobs which need more responsibility because of my experience on that ship.
All of my coleagues were very proffessional and helpful, especialy at the beginning of the first contract. I learned a lot and I'm very gratefull to all of them, including my supervisors from both ships, even the Cruise Directors who were the bosses of us all.
I really found myself in the ship job and so much enjoyed working in those conditions. I'm looking forward to get another contract as soon as possible and I would like to change the company because of new challenges. If I have to mark some parts of the job as the hardest or most enjoyable, probably the hardest would be switcing and recording the Captain's Corner from the Theater, next morning after editing Cruise in Review DVD whole night, but it was fun anyway. The most enjoyable were supportings for the shows of different magicians or comedians, needed one particular settings and position of the (robo) camera, as a part of the show. Of course, enjoyable were the informations that we sold a lot of DVDs and I hope the guests reconignzed good and professional work of my coleagues and myself.

The first year I worked for Royal Caribbean was a great experience.  As a new employee, I felt supported even though the work was stressful.  The coaches made sure to offer occasional fun activities for the teams just to give employees a break from the phones.  I was impressed with the company as a whole due to the training that was offered, the pay and benefits and the positive work environment they created for their employees.  This was my first job working for a large corporation at a call center.  I learned a lot about customer service and how to work effectively in short windows of time.  I also learned how to efficiently access an unlimited amount of information due to the requests and needs of the guests.  We took calls all day long, one after the other and were rated on everything from the length of the call, the time in between calls, the quality of the customer service, key points that we needed to include, branding in and out, noting the call, upselling, etc. 

The second year, new requirements came down from the company heads in Miami.  They tightened the metrics; the minutes expected for the length of each call, the seconds in between calls, etc. making the job more stressful. It wasn't unusual at that time to see employees upset to the point of tears or needing to take extra time off due to the stress.  The team activities lessened as well throughout the year.  My team also went through several changes of coaches and some were less supportive, more demanding and didn't do things to bring our team together.  

Near the end of the third year, we were told that our jobs would be outsourced to Guatemala and we were encouraged to try to find something else within the company or to look for work outside the company. Since they were planning to eliminate between 6 and 8 departments over the next several months it gave employees fewer choices to find work if they wanted to stay.  The changes in the company overall were significant from the first year I worked for them and it showed in the lowered morale of many of the employees.  I decided to quit and relocate to a different city.  It was a joyful day when I was able to walk away.  I felt bad for those I left behind as well as for the customers who had started to complain more about the loss of quality customer service due to many of the calls already being outsourced.  Royal Caribbean is a monster company.  Every year they have continued to grow financially so all these changes made them seem unnecessarily greedy. I wish them the best but they've lost my respect.

A typical day at work begins with a round up of information from various sources (e-mail, phone calls, conversations, observations, printed media), followed by a 15 minutes meeting with my team for information dissemination, feedback and a dose o daily motivation. Subsequent, observation of work areas, coordination of team abilities to arising issues (if any). Culminating in documentation, evaluation and reporting for daily activities and tasks.

I have learned the operations of adopting rapidly to a constantly changing environment. The humility to lead not only from the front of my team but at times where necessary to promote interim co leaders  to  ensure team success. Strengthened my abilities to lead a group of diverse ethnicity and mix.Learned a variety of system based operations to exceed customer expectation on a constant basis. I have furthered my abilities to provide emergency response and preventative improvement measures.

My coworkers are a varied mix of ages, ethnicity, gender and at different levels of academic achievement. They are each complementing parts of each other leading to a team that has a 97% daily task success/ completion rate in relation to outlined objectives and tasks. Learning from each other and novel situations we learn together towards desired outcomes and increased human capital.

The hardest part of my job is timed pace of influencing some structural and cultural elements necessitating change for optimization and greater team success. Breaking away from the "we are used to" to "lets give it a try" without the usually barriers from several levels. I believe once it is logical, rational, calculated and possible it ought to be given a try especially if it is for the best or optimization or is greatly offers better alternative to existing situations.

The most enjoyable part of my job occurs when reviewing the evident success and growth of my team and the organization. It is a proud feel to see what has been achieved and humbling to see what still yet possible. Whether it be a overjoyed customer, an improved employee, an improved procedure or just the great feel of a team in sync provides me with great personal joy.

A typical day consist of working primarily with travel agents.  We would do everything from answering general "cruise" questions to making detailed modifications and payments/refunds on cruise reservations.  
Employees worked with prospective, current and returning cruise guest while assisting them with the booking individual and large group cruise reservations, modify and service cruise reservations, book a variety of cruise enhancements, shore excursions and answer an array of questions about cruising and the multiple destinations the fleet of ships visited year round. 
Job duties could be very challenging when researching the correct answer or response you would give because of the ever changing policies and guidelines, brand and promotional specific terms and conditions of not only RCCL and Celebrity Cruises but, the importance of providing correct and accurate information to guest and travel agents in many different areas. For example... A U.S. citizen is required to possess proper travel documentation when entering a NON-U.S.country in which they are not a citizen of.  If the traveler does not have proper documentation they will be denied entry into country, as early as leaving their departure U.S. gateway or U.S. departure port.  Documentation requirement's are changed frequently by other countries without new requirements being shared or any advance notice given to tourist or to the travel industry.  
Job required diligence and accuracy, as well as dedication and commitment.

As a former employee working on the ship I have to mention this:
1) You are not paid close to federal minimum wage. The ships are flagged outside the US, in order to avoid US taxes and labor/wage laws.
2) The hours are beyond reasonable, 7 day work weeks for 8 months or more depending on your contract. Working 12 to 16 hours a day with multiple mandatory drills. 
3) The company preaches safety nonstop, and training is constant... however how could anybody expect safe practices among crew that is operating on nearly 3 hours of sleep a night?

What you do get is:
1) Travel, meals (not great but it will keep you alive), and the basics (bed, gym, and crew bar). You also get the chance to work on a different ship each contract, which means more destinations.
2) Advancement. If you take your job seriously, and work hard, you will move up quickly.
3) Very down to earth co workers. Everybody works insane hours for low pay, so everybody is pretty much on the same level. Making friends is easy.
4) Somewhat flexibility, if you "WORK" with your managers and co workers, they will "WORK" with you. 
5) Job security. The company spends money flying you to your ship, if your fired or quit, they fly you home at their dime. So you really, have to screw up to get fired.  

Ship life isn't for everyone. You won't get rich(or even get by) doing it, you won't see your family for 8 months plus, and you get physically and mentally exhausted working... but you get to travel to places you'd probably never go on your own, make friends from all around the world, and have the chance to bulk up your resume in nearly record time. 

Its a perfect job for someone right out of High School, turning 18, isn't planning college or unsure what they want to do.

Royal's benefits are still top notch which makes it difficult to leave this monotonous, mind-numbing cruise factory. Not sustainable for anyone who has a life. One cannot make holiday, wedding or family commitments in advance. Ever. Vacation and shift schedules subject to change a few time per year based on employee stats and ranking which are vague and misleading and also subject to change. Supervisors are almost always awesome, with one exception, and that one is just outright brutal. Springfield upper management is highly ambitious at the expense of employee fairness. That being said, Royal was very loyal to me, personally, on more than one occasion. FMLA abuse is simply rampant with a strangely large number of hypochondriacs. Royal lets it slide, again, at employee expense. This is not the same company that I went to work for almost nine years ago. Dozens of calls in queue now non-stop, all day. Calls holding used to be little to none and that was a priority. It took months to get the "shell shocked" expression off my face after I left the company. 

Many employees seem suited for this type of work and are good at handling the company BS. I, however, couldn't ignore what it was doing to me any longer. I have a sense that it is this type of job that creates stress related disorders for many. I loved the diversity, and so many feel like family to me. That gave me a richer experience so I have no regrets. That was the stuff that got me through the day, a day at a time.

I am still employed with this company. Wish I had never started. Their initiative is to be on the list of 100 best companies to work for, yet they can't seem to keep employees around. The boast about the countless opportunities to promote within the company. The truth is that you have to send your resume and cover letter to the hiring department, complete a project, go to an interview, then complete a second interview. If you are lucky enough to get the promotion, it is based solely off the fact that you have friends in other departments. Promotions in this company are not based off of performance or motivation. They also have an agent in Mirimar Florida who calculates your stats in order to rank you in your department to pick your shift every 6 months. Problems I have with this - 1) Instability of work hours based off of reports that are not calculated correctly. 2) One person analyzing all of the data for over 2,000 employees does not make good business sense for a company this large. 3) When their reports are inaccurate and they cannot find any data on an employee, they are placed at the bottom of the ranking list and forced to take any shift that is given to them. I could go on for days about how many problems this company has and why they will never make the top 100 list from the way they treat their employees, but I will refrain. All that I ask is if you are reading this review, please do your research regarding all of the benefits they are offering you and realize that you will need to read the fine print when working for this company.

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Server 12 salaries reported	$1,988 per month
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