⌂ Platform / Service Recovery / Active Situations
PROTOTYPE 14:42 UTC
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Active Situations
All in-flight recovery situations across the fleet, ordered by severity then elapsed time.
Active count
11
across 4 ships
Critical
3
highest urgency
Avg ack time
4.7 min
target ≤ 5 min
Awaiting approval
1
Hotel Director queue
Active list
10 in-flight · click any row to expand
All Critical High Medium Low
CRITICAL
REC-2026-0427-0014
SLG-0427 · Caribbean Day 4
Suite 7042
Guest reported severe shellfish allergy concern about tonight’s pasta course
Allergen / Safety 7 min ago · ack 23 sec
In progress Galley confirmed, awaiting Medical Officer ack started 14:35 UTC
Situation
Guest in Suite 7042 has severe shellfish allergy on file. Asked Concierge to confirm tonight’s pasta course is safe. AI correctly paused and escalated. F&B Manager and Medical Officer notified simultaneously. Galley confirmed: certified gluten-free pasta, dedicated pots/strainers, low cross-contamination risk. Medical Officer recommends direct chef plating.
Recommended Action
Hotel Director or designate to personally visit Suite 7042 before service to reassure guest. F&B Manager to brief tonight’s server explicitly. Medical Officer on standby during service window (8:30–10:00 PM).
Reasoning
Severe-allergy guests need crew touch beyond a chat response. Recovery is about confidence, not just facts. Per playbook, Hotel Director presence converts "anxious" to "trusting" and is logged as a service recovery touchpoint.
Crew Assigned
F&B ManagerMarco BelliniprimaryMedical OfficerDr. Sarah ChenstandbyHotel DirectorDavid Parkrecommended visit
ETA to Resolved
Before 8:30 PM service tonight (~6 hours)
CRITICAL
REC-2026-0427-0013
SLG-0427 · Caribbean Day 4
Suite 7042
8th-sailing top-tier loyalty guest skipped Captain’s reception, tray returned untouched
Loyalty Disengagement 11 min ago · ack 4 min 12s
Awaiting personal outreach No auto-message; high-touch only started 14:31 UTC
CRITICAL
REC-2026-0428-0007
SLG-0428 · Mediterranean Day 6
47 guests at Tender 3 queue
Tender backup at Port 2 — 47 guests waiting >40 min
Operations 15 min ago · ack 1 min 8s
In progress Vendor coordination call active started 14:27 UTC
HIGH
REC-2026-0429-0001
SLG-0429 · Alaska Day 1 (embark)
4 lounge venues
Embarkation cohort confused about welcome cocktail location across 4 lounges
Embarkation 1h 8min ago · ack 6 min 22s
Awaiting approval Hotel Director approval needed started 13:34 UTC
HIGH
REC-2026-0427-0011
SLG-0427 · Caribbean Day 4
Restaurant 2 dinner service
Wine-list legibility cluster — 4 guests in 35 min asked for "the actual wine list"
Dining (revenue) 20 min ago · ack 47 sec
In progress F&B Manager dispatched solution started 14:22 UTC
HIGH
REC-2026-0427-0006
SLG-0427 · Caribbean Day 4
Sunset Catamaran (4 displaced)
Sunset Catamaran sold to 26 guests; vendor capacity 22
Excursion 46 min ago · ack 2 min 14s
In progress Re-routing 4 guests started 13:56 UTC
HIGH
REC-2026-0428-0004
SLG-0428 · Mediterranean Day 6
Spa front desk (7 guests)
7 guests in 90 min asked spa desk to clarify couple’s-massage pricing
Spa (revenue) 54 min ago · ack 8 min 14s
In progress Tablet menu update queued started 13:48 UTC
MEDIUM
REC-2026-0427-0009
SLG-0427 · Caribbean Day 4
Knowledge gap — pickleball
9 guests in 2h asked Concierge whether pickleball is offered
Knowledge Gap 28 min ago · ack 11 min 03s
Open Cruise Director researching started 14:14 UTC
MEDIUM
REC-2026-0429-0002
SLG-0429 · Alaska Day 1 (embark)
Lido Café throughput
Lido Café throughput dropped 32% between 12:30 and 13:00
Operations 34 min ago · ack 4 min 51s
In progress Galley reassigned staff started 14:08 UTC
LOW
REC-2026-0427-0015
SLG-0427 · Caribbean Day 4
Specialty Italian dress code
23 guests in 90 min asked Concierge to clarify dress code
Dining 1h 42min ago · ack 14 min 28s
Open Hotel Director acked, action pending started 13:00 UTC
Action confirmed.
PROTOTYPE · synthetic data · all guest records and entities are illustrative