Always offer a friendly greeting and a sincere smile.

I am ready with a warm and friendly welcome and a positive attitude.

I am always aware of the guests around me. I acknowledge them by making eye contact, a nod or a
greeting.

Personalize your interaction with guests.

I personalize conversations by using the guest's name whenever possible (especially when presented with
their SeaPass card). I use the name the guest prefers.
I respond to the guest by using the official onboard language, English or the guest's preferred language. If I
do not speak that guest's language I find a shipboard employee who can.

Be genuine, caring and listen carefully.

I listen to the guest with interest, make sure I understand, and repeat back to them if necessary.
I display open and friendly body language to show the guest I am helpful.
I take the time to meet the guests and I concentrate on them, not my own priorities.

Be aware of our guests' presence.

I always let the guest finish speaking without interrupting.
I am discreet and use appropriate tone, volume and words. I don't argue in front of, or with, guests.
I speak English when communicating with other Shipboard Employees in guest areas.
I only use electronic devices in a public area for guest assistance and work purposes.
If I am allowed to use guest areas, I am always mindful that the guests come first.

Be a team player.
I treat people the way I would like to be treated. I always respect others' personal and cultural differences.
I work together with my shipboard and shoreside family to deliver The ROYAL Way experience to every
guest.
I display friendly camaraderie with my fellow Shipboard Employees.
 |

Be a brand champion. Be proud of being part of the Royal Caribbean family and of what you do.
I show genuine pride in all interactions with guests and fellow Shipboard Employees and convey pride,
energy and passion.
I familiarize myself with the onboard product, itinerary and ship's layout so that I can assist every guest.
I always carry my daily cruise compass.

Allow your positive personality to shine through.

I seek unique ways to connect with each guest.
I work with my supervisor to include my talents into my daily role/tasks.

Create memorable experiences: people always remember how you make them feel.
I strive to get it right the first time.
I amaze, surprise and delight. I always look for ways to enhance the guests adventure, by doing
unexpected things that make the guest experience more memorable.
I remember that this is a special time for the guest and that personal touches can be more valuable than
what they paid.
I recognize and appreciate guests that are Loyal to Royal (Crown & Anchor Society).
 |

Be dedicated to achieving goals and continuous improvement.

I own my employment development and goals. I have regular discussions with my supervisor about my
performance.
I am knowledgeable about my division and the ships Key Performance Indicators (KPIs). I work with my
team to achieve them.

Exceed expectations: go above and beyond to deliver every experience in The ROYAL Way.
I regularly share stories that highlight The ROYAL Way values.
I support my teammates and encourage them to live The ROYAL Way.

Follow-up and resolve every issue.

I make sure guests are always fully satisfied and exceed their expectations in a timely manner.
I ask for help from my supervisor or the Rapid Resolution Team on board if I cannot provide solutions for a
guests issue.
I work with the guest to make sure their issue is resolved and to turn every issue into a hero story for Royal
Caribbean.

Be proactive. Create positive interactions.

I display a positive "can do!" attitude.
I anticipate guests needs and approach guests that appear uncertain or in need.

Be committed to understanding your role and responsibilities. Do your job to the best of your
ability.
I complete my daily tasks following the Standard Operating Procedures, job description and defined
standards.
I pay attention to details.
I allow my performance to shine and never solicit gratuities, comments or ratings from guests.
I am committed to ensuring the cleanliness of the ship. I take action to resolve minor issues and spills, pick
up loose trash, cups, and plates and report more significant issues.
 Safety, security and public health is at the center of all decisions and actions. It is everyones job to keep
the ship, guests and fellow employees safe.
All announcements are audible and clear. Emergency announcements are broadcast ship-wide including
staterooms and dining venues.
Any safety issues which could lead to accidents or injuries of guests or Shipboard Employees are addressed
immediately.
Every employee is familiar with security and safety policies in SQM.
All employees act in an ethical manner and respect the Save the Waves program and other initiatives
which ensure our guests enjoy the experience.

Initial welcoming of guests is energetic, friendly and focused on hospitality and orientation. It is not an
opportunity for a hard sell.
Promotions take place at an appropriate time, place and manner allowing guests the opportunity to purchase
without detracting from the guest experience.
The volume of printed material presented to guests or delivered to staterooms should not be excessive.
Printed materials follow the Marketing are Revenue Departments SOPs.
A frictionless experience is provided for guests at all times by setting of the right expectations and avoiding
unnecessary delays and guest frustration.
Waiting times for access to a venue or services do not exceed five minutes unless a different time is
specified in Service Level Agreements.
All telephone calls are answered within three rings, with a smile, a cordial greeting, name, and the venue
(e.g. Good afternoon, Schooner Bar, Jose speaking, how may I assist you?).
Supervisors/managers/officers walk-the-talk and are visible, effective and engaged with the guests and the
guest experience.
Leadership ensures venues and service centers are adequately staffed and not over-staffed.
Leadership seeks to implement new and innovative ideas and efficiencies which could be used as best
practices across the fleet.

Shipboard Employees should be aware that anything posted on social media is a reflection of the Royal
Caribbean International brand. Caution, good judgement and common sense are used when using social
media.
Up to four Shipboard Employees may be seated together at table in guest bars and lounges.
Eating and drinking while transiting guest areas is not allowed. Chewing gum is never allowed in guest
areas.
Leaning, slouching or standing with crossed arms or with hands in pockets in guest areas is not allowed.
Smoking is permitted while off duty and only in designated crew smoking areas.
Shipboard Employees may use guest elevators only when assisting a guest or when approved by the
Executive Committee.
Public displays of affection (kissing, intimate physical contact, etc.) are not permitted in public areas.
Beepers, phones and Dect phones should be set to vibrate in guest areas. Phones and Dect phones are
answered discreetly. Shipboard employees should not walk and talk on Dect phones at the same time.
 Radios used in guest areas are at a reasonable volume and do not negatively impact the guest experience.

All forms of communication (printed materials, signage, RCTV, iTV, announcements, guest notifications,
etc.) follow the Onboard Marketing Guidelines.
All communication is free from informational, spelling and grammatical errors.
Permitted announcements are limited to:
Captain's safety drill announcement (ship-wide including guest staterooms and dining venues).
Captain's noon announcement; arrival and departure announcements: maximum two minutes.
Cruise Directors morning rundown and evening rundown: maximum two minutes.
Promotional announcements may be made daily after 9:00 am and before 6:00 pm. Frequency of the
announcements is per the approved matrix and last no more than 15 seconds (per language).
All announcements are audible and clear.
Only emergency announcements are broadcast ship-wide. Non-emergency announcements are not
broadcast in guest staterooms or dining venues.

Venue lighting is customized to the appropriate setting. The following are considerations: venue, time of the
day, itinerary, age group, and event. Additional consideration is given to complement the natural lighting
outside the ship.
Lighting level must indicate that the venue is open for business / active.
Blinds or shades in each venue are set at a uniform level: open during the day and closed after dark. Guest
comfort must always be taken into consideration.
All light bulbs and lighting fixtures are in good and working condition. Necessary repairs are conducted
promptly.
Venue management is responsible to ensure correct lighting setting which is verified by the Division Head.

Venue management ensures audio is set to an appropriate level for the activities and programming with the
decibel range varying depending on the venue.
Volume for the production and theater shows should be no louder than 95db.
Show lounges and live music should be no louder than 90db.
Onboard Management ensures all efforts are made to minimize noise disturbance to guest staterooms after
10:00 pm.
Background or ambient music should be kept at around 50db. This will depend on the volume of the crowd
noise.
Venue music is compliant with the approved audio and music matrix.
All noise that detracts from the guest experience and comfort is avoided. Examples: trolleys, cleaning
equipment, talking loudly, etc.
Any video sound is complementary to the venue and at the appropriate volume.
Venue management is responsible to ensure compliance of above which is verified by the Division Head.
 All public areas are free of unpleasant odors.
Approved smoking areas are regularly monitored and checked for odors and cleanliness. Ashtrays are
emptied regularly.
Venues which require specific scenting (Schooner Bar, Spa, Ben & Jerry's, etc.) are monitored consistently
for authenticity.

Cleanliness of interior and exterior spaces is paramount. Furnishings, fixtures, decor, and structure
(including flooring, ceilings, bulkheads, windows, decks, etc.) in all areas of the ship are always kept clean
and tidy.
Maintenance of all interior and exterior areas is a priority. Furnishings, fixtures, decor, and structure
(including flooring, ceilings, bulkheads, windows, decks, plumbing, etc.) are well maintained. All technical
equipment is in working order. Necessary repairs are conducted promptly.
All areas, specifically pool deck, have a defined collaborative plan of responsibilities for bussing and
cleanliness during operating hours and special events.
Venue management is responsible to ensure the venue is clean and well maintained before venue opening.
Management takes all necessary action to ensure the venue is ready for guests.
Every individual is responsible for reporting maintenance issues, picking up service items and loose trash
around the ship. Cleanliness and maintenance are everybodys business.
When cordoning off an area, only approved stanchions and ropes should be used (not chairs, couches,
etc.).
 Each Shipboard Employee is readily identifiable as a Royal Caribbean International employee and is an
important part of the brand and public image.
All Appearance and Uniform Standards will be observed while working in guest-facing areas. Shipboard
Employees with privilege to access guest areas will also need to adhere to the Appearance & Uniform
Standards
United States Public Health regulations and prescribed safety standards and practices supersede all
Appearance & Uniform Standards where applicable.
The below criteria are set forth and applicable for all Shipboard Employees, including staff on board as
assigned by our revenue partners. **Entertainment and Guest Activities have specific criteria for
appearance, grooming and uniform standardization.

Shipboard Employees will have good personal and oral hygiene. They must attend to personal cleanliness
to prevent perspiration, body and breath odors. A lightly scented perfume, cologne or aftershave lotion may
be used.
Teeth should present a clean, natural appearance. Dental retainers must be gum toned or clear. Braces
should be clear or silver. Gold-toned caps on individual teeth are acceptable.
Shipboard Employees will strive to maintain a clean complexion. Noticeable hair in nostrils and in/on ears or
underarms must be trimmed or otherwise removed. Eyebrows must be neat and trimmed. Female legs must
be free of all visible hair.

The following items may be worn to accessorize the uniform. No other accessories may be worn.
Wristwatch: One wristwatch and/or fitness tracker may be worn.
Rings: One discreet ring per hand may be worn. Engagement and wedding rings, when worn on the same
finger, count as one ring.
Earrings: No more than two pairs of matching earrings or studs may be worn (diameter no greater than 0.75
inch). Male Shipboard Employees may choose to wear just one earring or stud. Lobe gauging is not
permitted.
Other Piercings: No other visible piercings are permitted (tongue, eyebrow, nostril etc.)
Necklace: One single strand (0.25 inch in diameter) gold or silver necklace, with one pendant (0.75 inch
diameter) may be worn. Chokers are not acceptable.
Wrist Bracelet: One bracelet or band may be worn. Total width is not to exceed 0.5 inch in diameter. Material
must be of a material that can be sanitized.
Other Jewelry: Ankle chains/bracelets, nose jewelry, and fingernail jewelry are not permitted. Company
approved pins may be worn on the left lapel or left breast above the nametag. Tie clasps are permissible so
long as they are understated and not over adorned.
Hats: Only hats that are part of the approved departmental uniform standard or for the position may be worn.
Sunglasses: Sunglasses worn when working outside are approved and encouraged. However, the
Shipboard Employee's eyes must be visible to the guest.
Tattoos: Visible tattoos are permitted so long as they are not deemed offensive by the shipboard Executive
Committee. Tattoos deemed to be offensive must be completely covered by clothing or other means.
 Shipboard Employees choosing to acquire tattoos while under contract must have them completely covered
and removed from sight until completely healed.

Hairstyles: Hairstyles will be clean, neat and professional. Hair longer than shoulder length must be pinned
or neatly tied back away from the face. Hair coloring is limited to natural human hair shades (no more than
2 shades). Hair cannot hang below eyebrows or obstruct the eyes. Cornrows (fully or partially braided
hairstyles without beads or trim) may be worn.
Hair Accessories: If a wig or hairpiece is worn, it must comply with Hairstyles guidelines. No more than 2
visible accessories, in a neutral color, may be worn.
Makeup: Makeup will be professional, light in nature, and will complement the individual's skin tone and
facial features. Makeup will be worn and a fresh appearance maintained at all times while in uniform.
Makeup should be freshened as necessary, but never in view of guests.
Nail Care: Nails will be clean, neat, manicured and no longer that 0.25 inches. Nail polish, if worn, should
be the same color on all nails and not chipped. No nail-art is permitted. French manicures (pink nail, white
tip) are acceptable.

Hairstyles: Hairstyles will be clean, neat and professional and will not extend below the bottom of the shirt
collar. Hair coloring is limited to natural human hair shade. Fully shaved and very short hairstyles for males
are allowed. Hair cannot hang below eyebrows or obstruct the eyes. Cornrows (fully or partially braided
hairstyles without beads or trim) may be worn. Top knots or "man buns" for men are not permitted.
Hair Accessories: If a wig or hairpiece is worn, it must comply with Hairstyles guidelines. No more than 2
visible accessories, in a neutral color, may be worn.
Facial Hair: Facial hair (including sideburns, mustaches, beards and goatees) must be neatly be neatly
trimmed, conservatively styled and fully grown-in without patch spots when in uniform. Facial hair will not
exceed approximately 0.5 inches in length. If the facial hair is not fully grown upon arrival to the ship, the
crew member must always be clean shaven.
Nail Care: Nails will be short, clean, neat, and manicured. Nails may be buffed.

Shipboard Employees are to wear the approved day uniform until 6:00 pm and change into the approved
evening uniform before 6:00 pm. Day uniforms may be worn after 6:00 pm for practical reasons at specific
events and/or locations as approved by the Executive Committee (e.g. Stage Staff at the Aqua Show,
Dancing under the Stars, etc.).
Shipboard Employees are to wear the approved formal uniform or formal wear on formal nights.
Uniforms are clean, pressed, fit properly, and are in good repair at all times.
Shorts, when worn, are in compliance with that Shipboard Employees department uniform standards.
Skirts should hang no shorter than two inches above the knee.
Approved shoes by each department and position are the only ones allowed to be used in guest facing
areas.
Dress shoes are clean, in good condition and polished when applicable with matching solid-colored socks.
Females should wear plain hosiery in nude or a color that closely matches the skirt.
When personal dress shoes are an approved part of the uniform, they are plain black, and in standard style.
Females are to wear closed-toe shoes with their day and night uniform. Heels are not to exceed 3 inches.
Open-toe shoes may be worn with personal formal wear but the heel must have a strap.
When tennis or sports shoes are an approved part of the uniform, they are plain white and in standard style.
Boiler suits should be clean, not faded, properly fitted, and hemmed.
 Non-uniformed Shipboard Employee positions: Smart business attire is to be worn when on duty, as well as
when off-duty in public areas.
Front-of-the-house Shipboard Employees permitted in guest areas when off duty: The positions uniform that
is appropriate for the time of day is to be worn.
Back-of-the-house Shipboard Employees in guest areas when off-duty: Business casual attire is worn until
6:00 pm. Smart business attire (formalwear on formal night) is worn after 6:00 pm. Deviations from this
standard is at the discretion of the Executive Committee.

Nametags are worn at all times, except when working out or jogging, and must be fully visible.
Nametags are worn on the left side of the uniform above the shirt pocket. Officers security guards and those
with logos on their uniform (specialty restaurants) should wear their nametag on the right-hand side.
First and last names as they appear on the crew member's passport should be used on nametags, except in
the event a crew member has only one name.
Names may be westernized or shortened (Bill, Liz, etc.). However, nicknames (Sparky, Buster, etc.) may
not be used.
Last name first and first name last may be used if it is the cultural norm in the Shipboard Employees home
country.
A second nametag, issued to Cruise Staff working within Adventure Ocean, may be worn with their preferred
informal name. This name tag is to be worn within Adventure Ocean only.