Critical
3
High
4
Medium
2
Low
2
Critical (3)
Playbook: immediate ack within 60 seconds. Multi-crew assignment with named roles. Hotel Director or Captain in the loop. No auto-message for VIP loyalty disengagement — high-touch only.
REC-2026-0427-0014
SLG-0427 Suite 7042
Severe shellfish allergy concern about tonight’s pasta course
crew lead: F&B Manager Marco Bellini
REC-2026-0427-0013
SLG-0427 Suite 7042
8th-sailing top-tier loyalty guest skipped Captain’s reception
crew lead: Cruise Director Elena Vargas
REC-2026-0428-0007
SLG-0428 Tender 3
Tender backup at Port 2 — 47 guests waiting >40 min
crew lead: Capt. Hellström
High (4)
Playbook: ack within 5 minutes. Single-crew lead with one or two backup roles. Most resolve in 30-90 min. Pattern signal logged for downstream content/ops fixes.
REC-2026-0429-0001
SLG-0429 Embark
Welcome cocktail signage gap across 4 lounges
crew lead: Hotel Director Mira Sato (approval)
REC-2026-0427-0011
SLG-0427 Restaurant 2
Wine-list legibility cluster — 4 guests in 35 min
crew lead: F&B Manager Marco Bellini
REC-2026-0427-0006
SLG-0427 Sunset Catamaran
Sunset Catamaran sold to 26 guests; vendor cap 22
crew lead: Shore-Excursion Mgr Thomas Reid
REC-2026-0428-0004
SLG-0428 Spa
7 guests in 90 min asked spa desk for couple’s-massage pricing
crew lead: Spa Manager Linnea Eklund
Medium (2)
Playbook: ack within 15 min. Often resolves with a single tactical action plus a CMS/source update for prevention. Knowledge gaps feed back to the content team backlog.
REC-2026-0427-0009
SLG-0427 Day 4
Pickleball gap — 9 guests in 2h asked Concierge
crew lead: Cruise Director Elena Vargas
REC-2026-0429-0002
SLG-0429 Lido Café
Throughput dropped 32% between 12:30 and 13:00
crew lead: Galley Lead Sven Nilsson
Low (2)
Playbook: Concierge handles the volume gracefully. Recovery focuses on root-cause prevention rather than urgent crew action. CMS rewrites, software-cycle adjustments, etc.
REC-2026-0427-0015
SLG-0427 Specialty Italian
Dress code ambiguity — 23 guests in 90 min asked Concierge
crew lead: Hotel Director David Park (acked)
REC-2026-0428-0006
SLG-0428 Bionic Bar
Robotic bar back online (12-min outage · resolved)
crew lead: F&B Tech Lead Yuki Tanaka