Customer Experience at Royal Caribbean

Redesigned Royal Caribbean’s onboard cocktail bar experience to deliver a premium, self-solve journey that balances convenience with personalization. Developed an experience roadmap integrating digital and physical elements to enhance engagement and streamline service.

Conducted research on guest behaviors and preferences, combining trend analysis with user insights to identify opportunities for frictionless ordering and customized experiences. Introduced self-solve capabilities through AI-powered drink recommendations, mobile ordering, and RFID-enabled glassware, allowing guests to explore and order independently while maintaining artisanal quality.

Partnered with interior design and technology teams to create immersive, Instagram-worthy spaces complemented by smart service features, delivering a differentiated experience that reduces wait times, improves operational efficiency, and elevates guest satisfaction.

This initiative reinforced Royal Caribbean’s position as an innovator in cruise entertainment, creating a scalable model for self-service hospitality experiences.