Business Coaching Case Study

Casinos - Cruise Lines - Resorts - Luxury Hotels

CASE STUDY: KLOSTER CRUISE LTD

A Miami Florida based cruise operator, Kloster Cruise Ltd., was the parent company for Norwegian Cruise Line, Royal Viking Line, and Royal Cruise Line. As head of in-house Casino Operations, Jonathan Aronson directed and implemented transitional strategy and operational deployment. The Goal was to bring the casino operations directly under KCL’s operational control from outside casino operating concessionaires.

THE APPOACH

• Establish an in-house corporate Casino Department.
• Integrate the current concession casino staff into KCL corporate culture.
• Establish new operational guidelines in order to maximize security and promote increased revenues.

ACTIONS:

• Hired and established Corporate Table, Slots, Cage, Personnel, Marketing Managers, and coordinators who all had prior cruise ship experience which created a strong leadership team.
• Created a results-driven bonus program for shipboard management.
• Created new operational manuals and procedures that spelled out detailed rules and guidelines.
• Increased security through a newly expanded surveillance program, count rooms, and training programs.

RESULTS

• Enhanced the speed and the effectiveness of the transition.
• Casino staff attained a strong sense of belonging and support for the cruise line and their products.
• Decreased negative cruise Comment Forms by 80%
• Increased Gross Revenues by 40% to 60%
• Increased Slot Revenues overall by 20% & Table revenue by 10%