Objective – To optimise the hotel refurbishment on Marella Discovery 2.
My role – To carry out a full review of Marella Discovery after 4 months of operation in high season and highlight opportunities for improvements. Feedback was provided from customers, staff and assessed alongside required changes to deliver the new all inclusive drinks proposition and idiosyncrasies the second and first ship layouts.
Solution – A number of commercial, operational and design based improvements were identified and implemented.
Improvements included:
USB charging points next to cabin beds
An additional service bar at Snack Shack
3 new family cabins on Deck 8
Refurbishment of all top level suites
Layout improvements in Venue
Free filtered water dispensers in stairwells
Beer & wine self service in Islands
Furniture improvements in 47 Degrees
PLUS:
New brand relevant stairwell artwork
Improved Coffee Port branding
Penguins replacing alpacas to make customers smile.
Outcome – Marella Discovery 2 benefitted from a full review of all aspects of our first ship refurbishment, providing opportunities for an enhanced customer experience, driving improved profitability through increased revenue and decreased costs/ inefficiencies.