Mirror Ballin'

March 27, 2012 – Mirror Ballin’

First, let me give a shout out to my son, Brendan, whose text led to the title of this entry. After three straight losses in Dancing with the Stripes, always the bridesmaid but never the bride, I started to wonder if I had lost my dancing mojo. Even the move back to the Sky Lounge had not restored my magic. The question now loomed whether my solo victory was an aberration never to be repeated.

Like most times when things go well, it was a night that I didn’t particularly want to be involved. That does, in fact, seem to be the norm for me in guest-facing events. This is the classic conundrum I face as one who’s introverted and extroverted sides are very much in balance. I don’t look forward to public events and then I completely throw myself into the event, only to desire to crawl back into a hole when the moment has passed. This was very much the case this evening. I had lost my customary ‘wing woman’ as Lavern was taking the night off due to a sore back. (BTW, that seems to be the epidemic affliction in our department and I can’t tell you why.) So, I visited with my friends in the Martini Bar “all by my onesies” and then headed upstairs to the Sky Lounge. Upon arrival, the crowd seemed sparse and not that into the mood of what was to soon transpire.

That would soon change. Seven officers were present to be paired with unsuspecting partners and I soon met my partner. She was nice, kind, and didn’t fit the profile of a future DWTS winner. The guest profile for victory generally includes clear grace, showmanship, and a bigger than life personality. But the key to this event is not initial perceptions but perhaps how you defy those impressions once the completion begins. Beth was clearly of that second type. She was very coachable, able to understand my quickly whispered suggestions in the middle of a dance and follow them with enthusiasm.

We breezed through the first round of ballroom, but I’m never convinced that doesn’t happen now just based on reputation, even if my partner and I stink. In the second round, with the Jive, Disco, and the Two Step, we absolutely killed it! With great confidence we started to discuss our strategy for the final round. All they needed to do was to announce the final three and we were ready to bring it.

As they announced the last cut, “all of you are winners . . . except for the three going home right now,” we heard our name called . . . and we were OUT! Or were we? The crowd erupted in Boos! In a unique political game, one of the judges had influenced the other judges to hold onto one of the other officers at my expense. But the crowd was having none of it! Pete, the Activity Manager who MCs the event, heard the crowd and reacted, allowing the crowd’s voice to rule and he added us back into the final round. We were still alive! From that point it was ‘cake.’ We knew that the crowd was behind us and so we played it big and with a partner who was willing to play her part well felt very good about the final performance. When they called us out to take our final bows I chose to do something I had never even tried before . . . I ran out and slid across the floor on my knees while I milked the crowd. Fortunately the move succeeded as planned and my partner danced around me and the crowd erupted!

Moments later we were crowned the champions, and the second ‘Mirror Ball’ was in the vault! I then thanked my partner and the MC invited the crowd to now join the dance floor as an evening of late night dancing was to begin.  It was at that minute that I realized there was one thing missing from this event transition. As the music ramped up and a few guests began to join the floor I returned to the dance floor and began to coax more to join us. I stayed on the floor dancing with guests for about ten minutes before calling it a night. I knew those last ten minutes were the most important. I had connected the officers to the guests in a way that hadn’t ordinarily been done. This is the essence of what that event is supposed to do.

And the adventure continues . . .

Fr. Matthew

March 26, 2012 – Fr. Matthew

Throughout the season of Lent we have been privileged to have a priest onboard for every cruise. The priests who serve us are arranged by an organization named the Apostolate of the Sea, and generally share the common characteristic that they are retired. Other than that they are each very unique individuals. We have had retired priests from New York, New Jersey, Boston, and even St. Thomas, USVI. We have been served by priests who had forty years experience at sea and one for whom this was his second cruise ever.  Each of them have a heart for service, though, as while they do get a cruise vacation, they are definitely still working.

Fr. Matthew came to us from serving as a chaplain at a veteran’s hospital in New Jersey. He is still active in his ministry, far short of retirement. Most of the priests can have a hard time negotiating the last flight of steps down to the Training Room where no elevator reaches. This would not pose a problem for Fr. Matthew. Finally, and profoundly for our crew, he hails originally from India. Since the largest part of our active Catholic population onboard ship is from the state of Goa in India, they would now be served by one of their own.

Matthew cruised with us on an itinerary that spanned two Sundays, so he would have two opportunities to preside at mass with the crew. In addition, of course, he led daily mass for the guests and once identified as a priest for our large contingent of Northeast Catholics was a visible presence for our guests onboard. But the first night that I brought him below decks for mass he virtually shone with joy. You could tell that Fr. Matthew was truly delighted to serve the crew in this capacity, even though the service was at 10pm and at the end of a long day. The attendees at mass, normally 20-25 in number grew to 35 that night and you could tell that he was bolstered by their energy. As he went around introducing himself to the crew in attendance you could see him brighten every time someone introduced themselves as being from Goa. The other wonderful characteristic that Matthew had was the ability to go with the flow. Mass below decks on a cruise ship is not accomplished with the same precision as in the great cathedrals. Matthew knew not to get hung up on the small details as he faithfully offered the eternal sacrifice of the mass. He finished the night in high spirits as did the crew.

One week later he was back, again, and the crowd was now over 40. We know had a better mix of nationalities and genders. (We started with almost all men from Goa, but now the Filipinos and those from Central Europe were starting to make mass a priority.) Matthew was even more energized and at the end of the mass began snapping photos of his new flock during the final song. Afterwards, of course, he insisted that he be photographed with all of those in attendance. There were a lot of bright smiles but his was definitely the brightest.

Here is a man who has found his bliss in his ministry. If more ministers would be like Matthew the Church would far better serve the Gospel of Jesus Christ. It was a pleasure to serve with him and I pray our paths cross, again.

And the adventure continues . . .

Sometimes it Rains

March 25, 2012 – Sometimes it Rains

Even in Paradise, sometimes it rains. Now that should be expected, for how would paradise be so robust with flora if it didn’t rain? And how would you appreciate warm days and star-filled nights if the clouds and rain didn’t come and occasionally strip them away? But some people believe that paradise should always be perfect, according to their own unique definition, and truly seem surprised by the rain.

But for those of us in the business of creating the perfect fantasy world for our guests it can be a little annoying when the necessary rain falls at the wrong time. Especially when it falls at the wrong time again and again and again. Now, I am not talking about Great Flood style rain, but more of the dramatic tropical rain showers that make a habit of sneaking up on you when you are least expecting them. It started in St. Thomas. The morning was virtually perfect and our guests disembarked with great anticipation as they ventured into this mecca of port shopping and a diversity of natural experiences. The morning was fine but as Tim, Lavern and I sat for lunch on the aft deck we saw the mountains quickly disappear and a squall move toward the ship with great impatience. We had time to collect our plates and move inside and felt ourselves fortunate that the intense shower was over so quickly. What we didn’t know was that 10-15 minute outburst directly coincided with the return to ship of several of our largest half day tours, bathing a large number of our guests in unexpected tropical splendor. But Mother Nature was not through with having fun with us for that day. A second similar squall moved though later that afternoon, and you guessed it, right at the time that our afternoon shore excursions were all returning. Timing is everything, and for us that day, it was everything we didn’t want to experience.

The next day in St. Croix the weather was more predictable. Every hour for about ten minutes it rained at such an alarming pace you were sure that Noah would sail soon around the corner. After each intense downpour the sun would triumphantly return and give hope that the rest of the day would be what our guests expected. With great hope they would boldly venture off only to return to the ship like very drowned rats an hour later. This pattern continued faithfully throughout the day.

Our second to last port of the cruise was San Juan, and we arrived early in the morning . . . to rain. That is apparently a very unusual occurrence for Puerto Rico where according to locals the storms usually come in the afternoon and early evening. But given our luck on this cruise they chose to greet us when we arrived. As the day went on the weather slowly improved and by just before departure time the sun was shining almost as though it was mocking us for being in port too early, especially at the port where we generally wish to be there in the evening.

The spirits of the officers and staff were not high that night. Three straight days of rain do not bode well for cruise ratings. Believe it or not many guests act as though we are responsible for the weather. Guests sometimes ask us in all seriousness why we can’t avoid the weather. We can of course as are ships can certainly sail away from storm fronts and generally outrun the progress of the storm. However, that only works if we aren’t actually trying to get somewhere. When you have an actual destination then you must eventually submit yourself to the realities of jet streams, high and low pressure systems, cloud formations and ocean temperatures. Some guests immediately ask for compensation because their port experience has been ruined. That definitely takes entitlement thinking to a new level. We chose to respond by simply turning up the wattage on our smiles and personality to warm their hearts if not their bodies. We can always make it sunny on the ship. But as to the ports, “Yes, Virginia, it will rain. “

Generally at the worst possible time.

And the adventure continues . . .

A Night in Tuscan

March 24, 2012 – A Night in Tuscan

I may have mentioned that of all the specialty restaurants the Tuscan Grille is my favorite. I hope that doesn’t offend my friends who work in Lawn Club Grille, Qsine, Murano, The Porch or Bistro on 5. It’s just something about the relaxed elegance and exceptional steaks and ‘comfort food’ that make Tuscan my personal favorite. Of course, any restaurant with wine barrels on the wall of the entryway tends to get my attention.

It turns out that it is Tim’s, as well. So we agreed to have an ‘adults only’ dinner out, leaving the children (Lavern and Dwight) ‘at home.’ It was a chance to get to know the new boss and for him to get to know me. Of course when the HR Manager and the T&D Manager dine together you can be sure that lots of crew members working in the restaurant will find their way to come by the table. Some come just to visit but others, unfortunately, to try to get your help outside of office hours. Now we are happy to adjust our schedules to make sure we can help crew members but we need to have some downtime, as well. So we do our best to redirect their concerns until tomorrow but happily chat with all those who wish to simply make contact.

The meal that night was simply smashing. It started with us each getting a bowl of their Tuscan Onion Soup. It is a take on French Onion Soup, but the broth is creamier, probably not good if you are on a diet, but absolutely wonderful if your interest is taste. They then brought an antipasto platter that allowed us to graze on prosciutto, cheese, melon, and vegetables while we awaited our salads. They are proud of the Caesar salads, here, and make it at table side. I, of course, get extra anchovies. That may make others wince but it is an absolute delight for me. Finally, we each had the filet mignon. I’ve been at some fancy steakhouses in my day but that cut of meat was absolutely perfect. Tim’s was medium and mine medium rare and each was cooked beautifully and virtually melted in our mouths. There was literally no way to eat dessert .  . . but we managed. Fortunately, we went ‘light’ having gelato . . . in a freshly made waffle ‘bowl’ . . . . okay, maybe not that light. Finished off with a great cup of coffee, I knew that I was cutting back to one meal the next day!

The meal was perfect except for one disconcerting fact. We were sailing very slowly that night as we had a short distance to cover between islands. Our ship is apparently built for speed and we had the disconcerting feeling of the ship shuddering and ‘bumping’ along every few minutes. Since our restaurants are all at the back of the ship we really felt the effect. We rudely suggested to each other that we were simply running over small fishing boats, which makes us sound more callous than we are. Yet, we still haven’t gotten a good explanation as to what causes that unusual vibration at slow speeds.

Unless, of course, we were running over small fishing boats!

And the adventure continues . . .

A Slot of Fun

March 23, 2012 – A Slot of Fun

If your only knowledge of ship life was these blogs you would assume that working at sea was one big party. That’s definitely not the case, of course, but I imagine that people want to read entries about doing paperwork, assembling presentations, or teaching classes. That wouldn’t make for very engaging ready. So, instead I focus on fun, at the risk of you wondering why I’m getting paid.

And last night’s Guest Officer Slot Tournament was a lot of fun! It started in the typical style with the ‘officer auction’ as we were drawn by blind lot to be paired with our partners. The Casino was packed more than usual that night so getting to our partners and escorted them to the machines was in itself a bit of a competition. However, with great jocularity and raucous comments from the guests not selected we all found our way to our respective machines. My partner was Glen, an Irishman by birth, who was now living in New York with his wife.  He was relaxed and quiet good natured and our conversation flowed easily as he settled onto his stool and I positioned myself strategically behind him to quickly change spots at the two minute midway mark. In fact our conversation was so engaged that we almost missed the start of the tournament!

To make a horse racing metaphor, we did not break out of the gate cleanly and had some catching up to do right away. Out of nine entries we spent the first 30 seconds mostly in one of the last two spots. Then Glen hit two particularly nice spins and we vaulted all the way to second. Just before the handoff, he had steered us into first place. I acknowledge that the results of slot machines are simple luck but it was great to see the charge through the field to take the lead.

However, by the time we executed our switch we had dropped to second. Moments later the constantly updated scoreboard showed us in 3^rd, than 4^th, until we settled in sixth. Halfway through the second and final two minute period we were sure we were out of the money. But then the climb repeated itself. With 15 seconds left we were in 2^nd but as each second ticked by our position kept changing posting with apparent random direction anywhere from 2^nd to 4^th. When the clock struck zero I waited for the wheels to stop spinning so I didn’t prematurely claim a finish that wasn’t ours. When all the points were counted we were in 2^nd place and Glen had won a $50 onboard credit.

Glen was delighted not only with the prize but simply the fun and excitement of the most intense four minutes in gaming . . . on a ship . . . well, at least the Silhouette. The event wasn’t over as Andrea, the Maitre D’ of Qsine came by with a raffle to win free meals at either Qsine or The Porch, which gave all the guests who held a ticket one more chance to win.

And that’s all anyone really wants, isn’t it, a CHANCE to WIN?

And the adventure continues . . .

Visit from Home Office

March 22, 2012

I’m from Corporate and I’m here to help. Those are the words that no remote location employee of a corporation wants to hear. Having been one of those corporate employees visiting divisions I’ve certainly been the object of that criticism. When people from the corporate office of any corporation arrive they do so with good intentions yet with a major hurdle to overcome. If they are wise they understand that is the perspective and they must humbly work to address that impression.

Still it is vital that the people from the Home Office visit the field to understand the reality of the operation and to ensure a connection between the front lines and those who support the operation from afar. And so, while at port in St. Maarten three of our senior Vice Presidents, from Marine, Hotel, and Human Resources came to visit Silhouette. In an attempt to maximize their time the group from home office planned to visit both Silhouette and Eclipse who as at port with us at the same time. This resulted in a very compressed schedule and a lot of intense coordination between the two ships.

As a result the schedule for this event was refined multiple times as we prepared for the day. Yet, everyone was intent on making this a high impact day for both ships even if it was the favorite port for the crew to go ashore on any Caribbean itinerary. The visit was scheduled to begin with a presentation by the executives on the current objectives and plans for the company. The second step was for our VP of Human Resources to meet with the Crew Welfare teams of both ships. Finally, there were Starring Crew Brunches scheduled for each ship to celebrate the amazing role are crews do in serving our guests. Unfortunately, Eclipse went into OPP Level 2 meaning that our crews were not able to visit each other’s ship. Since it was not possible to join together for the Crew Welfare meeting, no Crew Welfare meeting was done on either ship. This was extremely unfortunate as it limited the interaction between our corporate officers and the crew.

The initial presentation to officers on each ship, done separately, was very informative and inspiring as we celebrated the great work that had been done and clearly embrace the opportunities ahead.  But sadly, for an event that was advertised as a Starring Crew Day was now being mostly conducted at a distance from most of the crew. There was, of course, the Starring Crew Brunch, but on a day when if the crew was not working they would rather be in port the attendance was likely to be sparse. It was an unfortunate choice for those who didn’t stick around.

The brunch was truly spectacular. The main dining room the Grand Cuvee Restaurant was closed for the mid-day meal and turned over to the crew and served an amazing assortment of all the finest foods that are offered to the guests. Prime rib carvings, sushi stations, amazing pastas and soups, crepes, dishes of all kinds and for every taste. The desserts by themselves could have provided an attractive diversity out of which to create an entire meal. (Not healthy, of course, but a whole lot of fun.) To make things even better for the crew the officers served behind the lines, our chance to serve them.

My job at the event, though, was to run our Shining Stars of the Month presentation in which we give awards to the top two guest facing crew members as identified by their peers, the top two non-guest facing crew, and the top manager. The key to the success of this was that our visitors would be there for the presentation. However, they were bouncing back and forth between two ships. Once they returned to Silhouette they needed to eat which delayed the presentation even longer. Fortunately, our Celebrity Orchestra was providing some outstanding jazz to accompany the meal, but more and more crew were finishing their meal and heading into the island. Still, since we had a raffle for a laptop and several other prizes at the end of the meal we still managed to hold onto a couple hundred of the crew. The awards are always fun as they allow us really make the day of five of our crew. Each crew member receives a commemorative plaque, a cash bonus, a shirt and lapel pin, and finally a picture with our captain. What was very special to me was that my cabin steward, Joseph, was one of the recipients which made this truly a personally special day. Overall, the day was a great event. Still, it struck me that due to the defined limitations of time and port the even was less personal for our crew than it could have been, and perhaps needed to be.

So I appreciate the effort of our VPs coming to visit the ship but really look forward to helping them refine this approach to make it even more meaningful for the crew. Ideally crew will look forward to these visits instead of seeing them as an interruption to their schedules.

And the adventure continues . . .

Boccie Ball on the Lawn

March 21, 2012

Despite my success in Dancing With the Stripes, I do have an elegant side, as well. I finally had the chance to prove it when Tim asked me if I wanted to join him in the weekly Officer Guest Boccie game. Now, most of what I learned about Boccie Ball was gleaned by watching old Italian men in San Francisco play what appeared to be a continuous game on 19th Avenue. I knew it had something to do with tossing balls and scoring points, but since there weren’t any pins to knock down, I really didn’t get the scoring system.

But with a chance to get outdoors early in the cruise I took advantage of the invitation to head up to our Lawn Club on Deck 15 for a match. This was the latest entry onto my list of Officer Encounters. Tim was very experienced at this activity and informed me that he and I would be paired as a team to compete against two of the guests. The first guests we met seemed just as clueless as me. This gave me hope that I would not embarrass myself too much. Sadly that was not true in the first two games. For the life of me I couldn’t figure out how to get the ball to stop once I threw it. I tried a gentle roll, I tried a high toss with back spin, I tried hooks and curls and nothing seemed to work. With the object to place my ball as close to the bullet (a golf ball thrown out onto the lawn in front of us) I was essentially useless to our team. There were a lot of things that I was happy to blame this lack of success upon. The lawn wasn’t putting green smooth. The ship was moving and I couldn’t anticipate the ‘break’ in the green. I was being a good host and letting the guests win. None of that was in the least bit true. I’m very, very competitive and really was doing my best. I just stunk. Not to say that Tim was the slightest bit unkind in evaluating my performance. Definitely not in the slightest. Oh, no, he was all over it ribbing me mercilessly for my incompetence much to our guests’ delight. After two disastrous rounds it was clear that we were out of the game and would not be able to rally back in the final round.

And then, with my final toss in the last hopeless round, I finally figured it out. Throwing a perfectly dead ball with no forward spin, back spin, or twist, the highly arching shot dropped like the stone it virtually is and nestled up against the bullet. Tim grudgingly granted that this was a pretty good shot and our competitors congratulated me roundly, especially since it really wouldn’t make a difference. We were eliminated in the first round which was just fine with Tim as it meant he could get to his afternoon nap.

But for me it was even better. I now had an outdoor guest activity that allowed me to be in the fresh air and the sun for 30 minutes during the cruise. With the Caribbean season soon coming to a close this new pastime was a nice addition to my day. And maybe, just maybe, I can develop the skills to be competitive. Because make no mistake about it, I still hate to lose.

And the adventure continues . . .