Carnival Reorganizes Call Centers After Review

Carnival Cruise Lines is reorganizing its contact centers and related customer support areas, comprising approximately 2,000 employees, following an extensive five-month review.

The reorganization includes combining all sales functions under one team, including inbound and outbound reservations through travel agents and consumers for both individual and group reservations.

The newly formed reservations sales team will be led by Adolfo Perez, Carnival’s vice president of worldwide reservations sales. Perez, a 27-year Carnival veteran, will also oversee a shared services area and will provide recruiting, training, quality assurance, and certain other support functions, to all contact centers.

All customer service and support functions will be combined under another team led by Vicky Rey, vice president of guest services and support who has been with Carnival for 28 years. This area will include service on existing bookings, sailing finalization, inventory management, group special events, guest relations, and Carnival’s CareTeam.

The group business development team led by 35-year Carnival executive Cherie Weinstein, vice president of group business development, will focus on the development of large group business, charters and corporate and incentive business.

Also supporting this area will be Joan Levicoff-Sanchez, a 33-year Carnival veteran, as vice president of large group sales and operations. Transition to the new organizational structure will occur over the next month. Travel agents should continue to use the same 800 numbers as in the past.