Cruise Beyond Borders

An international cruise brings together people with different languages, habits, and expectations. The challenge is to make each guest feel welcome while preserving the identity that made the experience worth choosing.

In Cruise Beyond Borders, Antonio Brusca talks with Gianni Rotondo, General Manager, Sales Agents Europe, Middle East and Africa at Royal Caribbean International, about how a global brand responds to different customers and markets.

Singles, couples and families spanning several generations may share the same ship while looking for very different holidays. Gianni explores how spaces, services and experiences can accommodate those needs, and why serving guests from smaller markets means removing barriers without turning the product into a local one.

Royal Caribbean made Total Guest Satisfaction an explicit management responsibility more than twenty years ago. That commitment also requires people who can listen and act. Gianni reflects on trust, delegation, and the leaders who gave him room to make mistakes, connecting customer experience with the conditions that allow teams to grow.

The conversation also examines digital discovery, the role of travel advisors, and the knowledge local partners bring to international development. Communicating value means making it recognizable across touchpoints; working with partners means building shared objectives and learning from their customer interactions.

A recurring tension runs through the episode: a global brand needs a clear identity, but its growth depends on understanding people whose needs may differ from those of its largest market.

Language: Italian
Duration: 35 mts