Cruise Radio 916 Star of the Seas Review + Royal Caribbean Chairman Richard Fain
Oct 19, 2025
Join Richard Fain, the former CEO of Royal Caribbean Group and author of 'Delivering the Wow,' as he shares his insights on the cruise industry's comeback after the pandemic. He discusses the inspiration behind his book and how guest feedback shapes ship design. Fain also dives into the daring innovations like the North Star observation capsule and the stunning Central Park on Oasis-class ships. Listen for fascinating behind-the-scenes stories from the inaugural voyage of the Star of the Seas, plus highlights of dining and entertainment options!
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People And Culture Are The Differentiator
- Richard Fain credits Royal Caribbean's culture and people as the core differentiator that created exceptional guest experiences.
- He believes that the company's unique culture, driven by staff, is worth documenting and sharing.
Customer Surveys Drive Rapid Improvements
- Royal Caribbean relies heavily on guest satisfaction surveys with very high response rates to guide improvements.
- The company makes survey results visible to all relevant crew and managers and responds quickly to problems.
Building The First Grand Atrium
- Fain recalled the atrium (five-story centrum) being seen as risky because it created a large empty space and structural challenges.
- Engineers called it a "hole in the middle of the ship," but the team solved the technical issues and proceeded.
