FEATURE
Antorcha says Duffy’s approach is to ‘Do the right thing.’ The environmental compliance program is a major focus. ‘She’s spending a lot of time making sure the team members on board understand the importance and what we’re doing to get better and do more,’ he says.
Raising guests’ awareness is vital, too.
At Carnival Kitchen ribbon-cutting with Rudi Sodamin, Guy Fieri and Emeril Legasse (left) and with veterans in the Heroes Tribute Bar, both on Carnival Panorama
capable executives in the cruise industry.’ He finds her refreshing and says she manages with heart. ‘She’s a real approachable person and highly intelligent. She works with heart first. She’s a brilliant addition.’
On the culinary front, Duffy’s also enthused about Carnival Kitchen, premiered on Carnival Panorama as the brainchild of the in-house culinary team. Instead of classes, it offers ‘huddles’ because, she explains: ‘We don’t want people to feel like they’re going to school. We wanted to make it fun.’
The product
According to Antorcha, Duffy is very involved in all aspects of Carnival but spends the most time on the product. And since she’s on board a lot, she ‘really has the pulse,’ particularly about the food. She wants to ensure Carnival stays true to its value message by having plenty of included offerings, such as Guy’s Burgers, and great food in the main dining rooms.
She’s advocated for the $2bn Fun Ships 2.0 program, wrapping this year with the $200m transformation of Carnival Victory into Carnival Radiance. It’s critical to have brand consistency, so whatever features are being marketed are available across the fleet.
And it was Duffy’s idea for the Heroes Tribute Bar on Carnival Panorama. When she saw the sports bar space on the newly delivered ship, inspiration struck. Instead of sports memorabilia, why not military regalia as a salute to veterans?
Carnival claims to carry more military personnel than any other line, and its ships are positioned close to bases in Baltimore, Jacksonville, Tampa, Texas, San Diego and Long Beach. Every sailing hosts a military tribute, and Carnival has a relationship with the nonprofit Operation Homefront. So the bar’s new
10 Seatrade Cruise Review theme fits neatly with the brand.
For Duffy, it’s personal. Many relatives serve. In 2018, she spent a week in the Joint Civilian Orientation Conference, engaging with senior military officials and service members. While at bases, the group visited their bars where Duffy noticed details that were emulated in the Heroes Tribute Bar.
Proceeds from some drinks go to Operation Homefront, and she’d like to see Heroes Tribute bars across the fleet.
Private destinations
Carnival is the biggest year-round Caribbean/Bahamas operator, yet the brand has never had its own private destination. Now it’s going to get two.
A $100m private port on Grand Bahama Island will be able to dock two large ships at once. Corporately, Giora Israel led the project. Now the offerings are being shaped by Antorcha, supported by Renata Ribeiro in a new role as svp destination development.
Plus, Carnival is getting its own spot on Holland America Line’s Half Moon Cay. The northern side of the island will be developed in an $80m project with a berth to handle a 180,000gt Excel-class ship.
For the two destinations, ‘We are being very sensitive to the environment,’ Duffy says. Carnival’s ships have water parks so there are no plans to re-create those ashore. Instead, the focus will be on a fun, relaxing beach day in a pristine environment.
Challenges
Managing a large organisation and coping with macroeconomic, geopolitical, environmental and mechanical issues, plus public health matters like coronavirus, is daunting.
Itinerary disruptions are some of the hardest things for guests and crew. The abrupt Cuba policy change, hurricanes, and technical issues like Carnival Vista’s were daunting. ‘We’ve gotten pretty good at messaging, the communications, making sure we give people options, choice,’ Duffy says.
Antorcha appreciates Duffy’s leadership style. ‘She’s a supporter, a mentor, a coach. She pushes when she needs to. She listens when we need her to. She has a good sense of when we’ve got something covered. She doesn’t micro-manage, but steps in if we need help.’
She’s also organisationally savvy and knows when to shift resources.
‘She is an advocate for the Carnival brand – the service and value we provide. That was an area we needed to get better at,’ Antorcha says. ‘She focused the team on the brand, our culture, the trade, PR and marketing. The brand is so strong now.’
After five years, ‘I do feel like we’ve come a long way,’ Duffy says. Some high points include a ‘kinship with Shaq. We have a good connection. We’re both pretty creative and willing to push the envelope.’ Working with St. Jude is ‘very humbling, a great source of pride.’ By 2024, the line will have raised $34m for the hospital. She’s also proud of Carnival’s Operation Homefront support.
The line’s 50th anniversary looms in 2022, when Duffy hints at some ‘unique and fun things.’
Whatever Carnival undertakes, in any area, for her, authenticity matters.
‘We do serve a great purpose,’ Duffy says. ‘For a lot of people, this is where they find happiness, on vacation with their loved ones, or they’re celebrating a special occasion, and the more authentic that experience can be, the better.’
seatrade-cruise.com
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