Paul Chapple Email & Phone Number

Miami, Florida, United States

As AVP, Onboard Commercial Strategy, I lead three high-performing teams specializing in Land Product Development, Onboard Revenue, and Commercial Strategy, including Flights, Insurance, and Transfers. Together, we drive Azamara's financial objectives by delivering innovative land and onboard experiences that captivate our guests and optimize revenue potential.In partnership with global stakeholders and cross-functional teams, I lead the design and execution of strategic initiatives that not only align with market demands but also enhance the Azamara brand. My expertise in revenue management and product strategy streamlines operations, forges strategic alliances, and implements dynamic pricing models that consistently exceed performance targets.Building on Azamara's leadership in Destination Immersion, I manage a diverse Land portfolio that includes Shore Excursions, Multi-Day Overland Experiences, Pre and Post Cruise Programs, City Stay Initiatives, Hotel Stays, and our signature AzAmazing Evening events. By leveraging data-driven insights, I optimize pricing strategies, analyze market trends, and identify growth opportunities across all product categories. My primary focus is on boosting profitability while consistently delivering exceptional guest experiences.My passion for creating memorable experiences, coupled with a commitment to operational excellence, ensures that Azamara continues to offer unparalleled journeys while achieving our financial goals.Key Achievements:Enhanced overall favorability to plan in 2024 through the strategic integration of land and onboard experiences.Expanded online availability of experiences, driving significant increases in guest engagement and sales.Introduced the award-winning Atlas Bar, leading to double-digit growth in Beverage Package Sales and heightened guest satisfaction.Optimized the Hotel Program, aligning with industry standards and significantly boosting customer appeal.

Miami, Florida, United States

As the Director of Land Product Development & Operations at Azamara, I lead strategic initiatives focused on revenue management and commercialization of our land experiences to drive overall financial objectives. I oversee a diverse portfolio including Shore Excursions, Multi-Day overland Experiences, Pre and Post Cruise Experiences, City Stay Programs, Hotel Stays, and signature AzAmazing Evening events. Using a data-driven approach, I analyze market trends, guest preferences, and financial performance to optimize pricing strategies, drive revenue growth, and enhance profitability.Collaborating closely with global operators and cross-functional teams, I spearhead the design and implementation of innovative land product offerings that resonate with our audience and meet market demands. Leveraging revenue management disciplines, I identify opportunities to maximize revenue across product categories, implement dynamic pricing models, and develop strategic partnerships to enhance our value proposition. My goal is to exceed performance targets, streamline processes, and deliver exceptional guest experiences that elevate our cruise offerings and contribute to Azamara's financial success.KEY ACHIEVEMENTS:- Improved favorability to plan in YTD 2024 through strategic planning and innovative land experiences.- Demonstrated effective cross-disciplinary collaborative leadership, driving significant year-over-year sales growth in 2024.- Expanded online availability of experiences, enhancing guest cruise planning and driving sales.- Optimized the Hotel Program to align pricing and merchandising with industry standards, resulting in an enhanced value proposition and increased customer appeal.

Miami, Florida, United States

As the Director of Onboard Revenue, I led strategic initiatives to optimize revenue operations, enhance the guest experience, and drive revenue growth across the fleet. Reporting to the Chief Strategy & Finance Officer, I directed a multidisciplinary team responsible for developing and delivering innovative onboard products and experiences while maintaining brand integrity.In this role, I provided insightful leadership for product strategy, collaborating closely with stakeholders to align on strategic direction and execution. I leveraged revenue management principles and data analytics to optimize pricing strategies, identify revenue opportunities, and drive profitability. Leading a global shipboard team, I implemented revenue-generating programs and initiatives that maximized onboard spend and guest satisfaction.Additionally, I managed partnerships with external concession partners, fostering collaborative relationships to enhance product offerings and deliver exceptional guest experiences. By cultivating strategic alliances and negotiating agreements, I optimized revenue streams and ensured alignment with brand standards.My responsibilities encompassed overseeing strategic rollout efforts for new concepts and products, ensuring alignment with brand vision and strategic goals. By fostering a collaborative team dynamic, I facilitated seamless execution of product strategies that not only enhanced guest satisfaction but also drove revenue growth and operational excellence.Key Achievements:- Spearheaded Covid Return to Service planning and application strategies, resulting in successful annual financial performance post-pandemic.- Led the introduction of Atlas Bar, directing a team of designers and product developers focused on data-driven decision-making. This initiative significantly elevated Beverage Package Sales by double digits and earned recognition as one of the top 10 bars in the industry in 2023, enhancing guest satisfaction and revenue growth.

Miami/Fort Lauderdale Area

As the Senior Manager of Onboard Revenue, I held a pivotal leadership position with ownership of the onboard revenue strategy and operations. Reporting directly to the Vice President of Strategy & Finance, I led the department with a key focus on developing incremental revenues while upholding the brand’s core values and standards of authentic Destination Immersion within the premium cruise sector. Additionally, I assumed responsibility for the complete Shore Excursions operation, encompassing both shoreside and shipboard activities, and introduced direct reports to further drive revenue and enhance guest satisfaction.Key Achievements:- Revived underperforming Internet revenues and ratings by establishing new package models, resulting in a remarkable 47% revenue growth compared to 2015 and a notable 5.4% improvement in guest satisfaction ratings.- Led the brand’s newly formed Shore Excursion team to achieve record revenues through strategic pre-cruise analysis & modeling, along with new tactical shipboard segmentation and communication, driving a significant 19% revenue growth compared to 2017.- Successfully sourced and introduced a new vendor to support the newly conceptualized in-house Photo & Print program, leading to a substantial 45% growth in revenues and an impressive 8.5% lift in ratings, enhancing guest experience and the performance of the photo team.- Directed the marketing and design team in the recreation of daily distributed collateral, implementing 'The Voyager', a full-color booklet publication tailored to guests' voyages. This strategic initiative achieved cost savings and received industry recognition with a Gold Magellan award in 2018.- Contributed to the brand's 17.3% growth in total onboard revenues since joining the Azamara team in 2016, demonstrating consistent leadership and impact in revenue generation and guest satisfaction.

Miami/Fort Lauderdale Area

Coordination of Onboard Revenue improvement initiatives, reporting to the Director of Hotel operations. Lead the development of revenue strategies through the engagement of internal and external Business Partners by developing rapid data driven decision making and performance analysis. Oversaw the execution of non-revenue initiatives to boost guest satisfaction and engagement through marketing channels, with a focus on guest experience, segmentation and data leveraging. KEY ACHIEVEMENTS:• Managed the strategic overhaul of the onboard Spa operations by adopting a data centric decision making model. This has seen 39% revenue growth since inception (2018 vs. 2015).• Lead the development of the onboard Retail operation through direct intervention into the concessionaire’s business model. Identified strategic opportunities to align product assortment with guest demographic and data driven trends to ensure correct product and positioning was achieved. This has seen a 23% growth since implementation (2018 vs. 2015).• Designed and implemented a fleet revenue data analytics system using the Microsoft PowerBi platform. This allows all ships to share and identify insights beyond their current ship and voyage, whilst allowing the company to verify current performance against fleet historical performances at a daily/track level.• Acknowledged as an integral member of the Azamara team when awarded Employee of the Year in 2016.

Fort Lauderdale & Cayman Islands

Responsible for building an industry-leading Customer Sales & Service team and for establishing policies, procedures and processes for GoBe.com, an e-commerce start-up travel company owned by RCCL. Selected and trained the Customer Sales & Service team on sales techniques, GoBe products and worldwide destinations. Developed the roadmap and metrics for the collection and analysis of actionable data. Supported the e-commerce group in the development of GoBe.com to ensure an exceptional customer experience. KEY ACHIEVEMENTS:• Hired and supervised a team of three Customers Sales & Service Specialists. Developed all training curricula, with a dominant focus on brand identity, global destinations and product awareness. • Designed and implemented strategic KPIs and metrics for the Sales & Service team to prepare all team members for live operation. Created Standard Operating Procedures and benchmarks to ensure operational excellence.• Managed multiple key deliverables, including the design, establishment and integration of the GoBe.com international call center. Completed all project deliverables on time, whilst partnering with the wider company departments to ensure a customer centric focus was offered during the design and build of the GoBe.com platform.• Acknowledged as an exceptional member of the GoBe team in annual performance review.

Miami/Fort Lauderdale Area

Worked with small to medium-sized businesses and provided consulting in sales, marketing logistics, operations, training, and professional development. Established a niche within the travel & recreation sector to provide guidance to small firms located across South Florida.KEY ACHIEVEMENTS:• Led turnaround efforts for a struggling South Florida Spa and Boutique. Capitalized on business development opportunities, introduced a CRM system, and refined messaging. Improved operational efficiency by establishing new processes, and training for the internal staff. Resulted in turning a monthly loss into a $10k monthly profit.

Fort Lauderdale

Served in a temporary consulting role focused on enabling this global cruise ship recruitment firm to alter its business practices and continue operating. Responsible for creating a 167 page manual that provided the firm with a roadmap to attain MLC2006 compliance and meet new regulations. In addition, created “How to Pass Your Audit” educational materials. KEY ACHIEVEMENTS:• Provided CTI Worldwide with the tools and guidance to pass a MLC2006 audit that enabled the firm to continue operating in an environment where the majority of its competitors could not remain profitable.• Instrumental in positioning CTI as the recruiter of choice for numerous multi-billion dollar cruise lines.• Identified opportunities to generate new revenue streams by examining regulations and working with international governments as well as the United Nations to gain approval for proposed business tactics.

Miami/Fort Lauderdale Area

Promoted into a senior-level position and was tasked with identifying opportunities to increase cruise ship revenue and managing a team of 30+ direct reports (and 2000+ staff) located across the Royal Caribbean International fleet around the globe. Transitioned out of full-time duties in 2012 and was later invited to temporarily return to this position for the purpose of retraining staff members and re-implementing best practices.KEY ACHIEVEMENTS:• Introduced an industry-first tracking system which provided the ability to gather high-level and granular analytics. • Analyzed reporting from the new revenue management system to identify opportunities and maximize sales from the onboard gift shop, spa, photo concessions, internet & telephone usage, F&B and casino via correlating purchasing behavior with passenger demographics. • 1st to achieve gross sales of $1 million for any revenue concessionaire on the Oasis of the Seas (Jan’ 2011).• Surpassed sales goals: 22% above 2010 targets and 6.4% above aggressive 2011 targets for the Oasis of the Seas.

Miami/Fort Lauderdale Area

Promoted into an onboard role and was responsible for overseeing ship construction and the management of marketing/promotional strategies for both in-house and concessionary teams within the cruise ship hospitality environment. Recruited and built teams with a continual focus on identifying and capitalizing on improvement opportunities. KEY ACHIEVEMENTS:• Worked as part of the team that managed multi-billion dollar design and construction builds for the largest cruise ships in the world: MS Oasis of the Sea and its sister shop - MS Allure of the Seas. Personally oversaw the granular details of ship build-outs with regards to onboard casinos, spas, and gift shops. • 1st to achieve gross sales of over $1 million for in-house tour product within the Baltic itinerary (Aug’ 2008)

Miami/Fort Lauderdale Area

Responsible for leading training for all new hospitality crew members. Delivered instructional material on safety best practices, crisis management, and manager education. Led the creation of new educational materials from scratch.KEY ACHIEVEMENTS:• Oversaw the development and presentation of personal development training sessions that were focused on educating crew members on personal awareness and interacting with customers.• Introduced and continually reinforced sales best practices and selling principles utilizing established methodologies• Established training modules to include psychological profiling and client awareness, conversational persuasion, NLP techniques, pattern interruption & anchoring, as well as their use within a sales environment.

Miami/Fort Lauderdale Area

Prior to joining the Royal Caribbean team, I worked with Carnival Cruise Lines in a training capacity and was responsible for delivering training to Ship Captains, Hotel Directors, and members of Senior Management. I worked closely with management teams to help them become more effective leaders and improve upon how they are perceived by associates. In addition, I created and implemented several hospitality and customer service courses, TESL courses, and facilitated all training onboard to 1500+ members of shipboard staff & management.