Standardized training to improve the efficiency and effectiveness of onboarding

We partnered with Royal Caribbean to help them ditch their ad-hoc, manager-led onboarding and establish a consistent curriculum of digital courses for 14 roles, with a focus on modern technology, design, and learning. These courses are easy to follow and include photo-centric step-by-step explanations, video tutorials, and assessments that learners can access in preparation for their time on the ship.

Taking the world’s most luxurious fleet and helping them transition from on-the-job learning to a digital experience.

Getting to know the learner was our first priority

But for an audience who comes from all over the globe, that posed a challenge. While everyone aboard the ship is English-speaking, they have completely different cultural context and reading abilities. While a strawberry might be a common fruit in the United States, someone living across the world might never have seen a strawberry. And because of different learning environments, some individuals might be better at reading English than speaking English and vice versa.

This global audience brought unique challenges. So, we put extra care into course development details and equipped the learners with a combination of voiceover, on-screen text, and photo-centric explanations to reach the learner exactly where they are.

Strategic planning for course development

This project has a massive scope. 300+ courses for 15,000 learners across 14 roles and counting. With such a large initiative and so many separate workstreams, we knew early on that we’d need a dedicated team. Maestro assembled a group of writers, designers, and project managers whose sole focus was creating beautiful content for Royal Caribbean while gaining expertise and improving processes that helped scale the initiative.

To achieve a business impact as quickly as possible, Maestro prioritized roles by learner volume.

  • 20

    Training for 20+ roles

  • 24k

    Over 24,000 people will
    take these new courses

  • 250

    250+ courses

  • 4

    4 year initiative

Training powered by modern design

The courses are primarily designed in Articulate Rise, a software our team has learned to stretch to the limits in the name of a great experience. And not only do the courses look good—they work great, too, no matter where the learner is or what device they’re using.

An award-winning experience

Royal Caribbean is committed to building an amazing experience for their employees because the better the employee’s experience, the better the customer’s experience. This commitment has lead us to create out-of-the-box learning opportunities that go above and beyond the original scope, like bartender training that features custom illustrations and animations that bring the “wow” to the learning experience.

This Brandon Hall Gold Award-winning simulation offers a more entertaining and effective learning experience, all while saving Royal Caribbean company resources. Practicing mixing drinks can be costly, but providing adequate training to bartenders is incredibly important, as mixing drinks incorrectly diminishes taste and may pose health risks. Our Simulation not only helps Royal Caribbean’s bartenders to master mixing cocktails in a risk-free environment, but boosts learner engagement and retention through its inventive, gamified approach to bartender training.

These are BIG numbers

  • 21%

    average increase in performance scores
    from pre- to post-training test

  • 90%

    increase in crew confidence and
    preparation after taking the courses

  • 95%

    average learners that successfully complete
    onboarding, which far exceeds the goal of 80%

  • 2.9%

    increase in guest service scores, which
    crushed the already aggressive goal of 0.6%

This is what partnership looks like

We’re proud of our partnership with Royal Caribbean. It’s a true testament to the success that can come from integrating our team with our client’s team, building solid trust, sharing goals, and the return on investment that comes from the never-ending desire to keep pushing further.