Finance & Risk Management

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Capital Planning Cycle

Successfully navigated the 2025 Capital planning cycle, one that represented the greatest level of funding in the department’s history, which will help fuel another year of double-digit revenue growth.

Intake Process

Creation and integration of our Intake process, driving innovation and prioritization across the organization; ultimately shaping our project roadmap for 2025 and beyond.

SOX Controls

Successfully delivered on all SOX controls as well as required internal & external reporting requirements in a transformative year for the company, our first with a new Global external auditor.

AML

Filed ~9K Currency Transaction Reports, ~2.5K 8300 reports, and filtered through ~5K Potential Suspicious Alerts; ensuring compliance of our North American Anti-Money Laundering Program and the Bank Secrecy Act.

Policy Updates

Continued our mission of continuous improvement in the Compliance space, consisting of policy updates that focus on business efficiency and risk management. This included Kiosk Accounting guidance, revised bulk audit procedures, jackpot processes & payout authorizations, high-end disbursement and table win procedures, scratch card authorization procedures, receipt handling/storage requirements, Tax procedures, and a revised Sharepoint site!

Unusual Activity Alerting Tool

In partnership with Business Technology and Global Analytics, launched our ‘Unusual Activity Alerting’ tool, successfully limiting both criminal and inappropriate charging behavior inside the Casino.

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Marketing

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Voice of the Player

We have successfully deployed VoP on Holland America Line, having deployed Princess Cruises and Carnival Cruises in Q2 and Q1 respectively. We are now able to report monthly on our key metrics, including overall experience, likelihood to cruise again on brand, positive surprises, etc. Action planning is underway and will be developed and deployed in 2025.

Groups

In 2024 we hosted 406 groups across four brands, generating $178M in total revenue. Carnival hosted two $1M tournaments, with the Carnival Jubilee having 1,919 entrants across 1,436 cabins, the Mardi Gras having 1,538 entrants in 1,325 cabins, and the Sun Princess hosting our biggest ever tournament on Princess with 844 entrants across 746 cabins.

Diamonds Launch & Player Development

We expanded our hosted guest program to Princess Cruises, with 2,176 guests being our first Princess Diamonds guests. This comes amid a continued focus on Player Development, with us also adding 3 additional Executive Hosts, with 7 Executive Hosts dedicated to CCL, 4 to PCL, and 2 to HAL, in addition to our 2 Senior Executive Hosts serving all brands.

Bounce Back Enhancements

Princess successfully launched the first earned Bounce Back program, “Sea You Soon” with the help of a new enhanced tool developed by Richard Ball’s team. We have also successfully automated the printing of letters for HAL, with letters now being printed onboard by the print shop, significantly cutting back the amount of time spent by casino team members on the last day of the voyage. We will continue to deploy the new tool across all our brands in 2025.

Targeted Incentives

On CCL, our “Reach and Reward” slot incentive continues to drive incremental onboard revenue, and has been expanded to include 5-day sailings (previously only on 6+ day sailings). We are also actively testing these incentives on both PCL and HAL, with an expected deployment to an international brand in Q1 2025.

Partnership Marketing

Our partnership marketing team generated more than 50,000 bookings in 2024, with us able to continue to drive significant growth as we continue to evolve and enhance our partnership marketing efforts. Of note, we have now had multiple tri- and quad-branded voucher events, allowing us to reach a larger audience within each partnerships while driving bookings and revenue for more brands.

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North American Operations

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New Builds and Brand Conversions:

• Carnival Jubilee (Dec 2023), third XL class which was launched with 418 slots and 20 tables (most gaming positions on a NB in GG’s history). Now working on XL 4 & 5, which each will come out with over 500 slots and 22 table games.
• Sun Princess (Feb 2024) PCL’s largest casino to date with 227 slots and 13 table games and probably one of GG’s best casinos ever built with its 10’ ceilings and dynamic perimeter video screen circling the room. Team now working on the Star Princess which will debut next September with an even bigger casino (will actually have two/one non-smoking, albeit all slots).
• Carnival Firenze (May 2024) brand conversion from Costa making it the 3^rd Costa vessel to join the CCL fleet within 18 months, adding an >800 slots and 50 table games to the Carnival fleet.

Casino Expansions:

Given the continued increase demand for additional gaming positions the team expanded the casinos across 10 ships (CCL & PCL), adding ~450 slots in total. Which included adding 5 new non-smoking 2^nd casinos which have been extremely well received and played(!) by our guests.

Slot Operations:

The combined North America Ops team replaced ~1,450 slot machines throughout the year (>13%) offering our guests some of the latest and greatest new slot machines in the industry. In addition to the new machines, we also converted >1,600 (~15%), offering even more of the latest game themes for our players.

Table Game Operations:

Over the course of the last 12-18 months, we have added new, life-changing table game progressive jackpots to the blackjack and poker tables on all three of the large NA brands, adding additional excitement for our table game players. These progressives are now live on 580 tables and during this process we physically replaced (upgraded) ~670 actual table games and table game signage, making the table game pits look more inviting than ever before (see attached pic).. Note: since inception, we have paid out more than $5M in table games progressives to our guests!

People Operations:

HAL, Princess and the Carnival Ops team led Casino Management conferences in Las Vegas (HAG late 2023 and CCL March 2024), whereby they hosted a combined 160 shipboard leadership team members for the first time some the pandemic, providing for a week of comradery, learning, personal development and fun!

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International Operations & Business Solutions

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Unusual Activity Alerting

As daunting as the name sounds, this tool that was developed by the combined data, analytics and business solutions team, has had a massively positive impact on ensuring that the room charges made by guests within the casino are used for legitimate gaming purposes. Prior to the creation of this solution we faced challenges with some guests who were using these charging privileges solely as a means to extract cash, with a variety of motivations, including in a smaller subset of instances criminal activity. Through a combination of the introduction of the tool and the professional execution of our shipboard management teams, we have dramatically reduced the misuse of the charging functionality and practically eradicated any criminal activity. Kudos to the combined ship and shore teams!

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HR Operations

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Ocean Casino Jobs Revamp

With a fresh new look and feel, we are showcasing Global Gaming as the Employer of Choice. Our revamped website focuses on enhancing the user experience, providing a smooth and efficient journey that translates into faster conversion rates. Whether you’re a seasoned professional or just starting your career, our new platform makes it easier than ever to find and apply for exciting opportunities with us.

Onboarding Material for New Hires

We understand that starting a new job can be overwhelming, which is why we’ve designed educational videos to guide our new hires through the hiring process. These videos cover everything from due diligence to onboarding, ensuring that new team members are well-prepared and ready to join our shipboard teams in no time. Our goal is to make the transition as seamless as possible, so they can hit the ground running.

In-House Processing for South America and Southeast Asia

Global Gaming is committed to supporting our team members around the world. We have taken on the responsibility of directly assisting new hires and returning team members in South America and South East Asia. This initiative aims to increase efficiency and enhance the overall experience for our team members in these regions. We’re here to ensure that every step of the process is smooth and hassle-free.

All Brands In-House Hotel Booking System

We have enhanced the travel experience for our Casino Crew by facilitating all hotel bookings through a uniform Corporate travel platform. With the TMHub app, travel agent assistance is just a tap away, making it simpler than ever to manage your travel arrangements.

Performance Management

Developing and implementing myPerformance for non-CCL brands. With this step, our team members now benefit from one digital performance management platform that is consistent for Global Gaming across all our brands. This initiative reflects a commitment to improving the performance review process, making it more transparent and effective for all team members

Recognition

Redesigning the TOP Awards program to recognize and celebrate more team members across the corporation. The new framework introduces a simpler process that celebrates achievements on a quarterly basis, ensuring that recognition becomes an integral part of the company’s culture. This redesign aims to ensure that our team members feel valued and motivated, knowing that their efforts are recognized and celebrated

Social Media Presence

The expansion of Global Gaming’s social media presence includes the launch of a new Instagram account, which aims to enhance the ways in which the company tells its story and engages with team members. The new Instagram account will feature content that showcases the unique aspects of the Global Gaming team and their adventures, creating a sense of community and belonging among team members.