CruiseTipsTV Unplugged - Cruise Tips and More Inside Royal Caribbean: Richard Fain on Delivering the Wow
Oct 14, 2025
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Emotional Return To Service
- Richard Fain described walking onto Celebrity Edge through the crew gangway and taking an hour and a half to travel 30–50 feet because of hugs and tears.
- He said the stories, selfies, and emotional reunions with crew members were deeply moving and unforgettable.
Design Vacations Beyond The Ship
- Expand vacation offerings beyond ships to include shore experiences like private beaches and destination products.
- Aim for guest loyalty by offering a “lifetime of vacations,” not just a once-in-a-lifetime trip.
Culture Over Singular Epiphanies
- Fain argued that culture, not single epiphanies, shapes long-term company success through daily decisions and behaviors.
- He emphasized culture as a lived, interactive way of thinking rather than a policy or checklist.