What an Experience Operations Team Means for Client Success

At LMS, we strive to meet the needs of our clients by exceeding their expectations through marketing, consulting, and technology services. Over the years, our focus has been constantly evolving to help clients deliver a more in-depth and personalized guest experience. We spoke with Melanie Romeo, Senior Project Manager on the team supporting the Ocean Medallion experience with Carnival Corporation, to discuss the role Experience Operations plays in today’s hospitality environment.

Question: What exactly is Experience Operations? Tell us a little about what you do.

Answer: Experience Operations (xOps) is a team that oversees, manages, and maintains the health of all our ship environments 24/7, minimizing interruptions to the Guest Experience. As an xOps lead, I help manage and guide the technical incident managers and DevOps engineers to ensure we’re focused on the top priorities.

Q: What is a typical workday like for you?

A: A typical workday ensures that all of our ship environments are healthy and stable. When they’re not, it’s our job to fix it ASAP. We use tools like ServiceNow and PagerDuty to work tickets that individuals submit when something isn’t working as expected. We’re also working with our DevOps team to maintain and improve our technologies.

Q: What are the challenges that companies can face when implementing an Experience Operations model?

A: If there aren’t diverse talents on the team, it’ll be challenging to implement this model. You need individuals who are committed to quality and professional service and are willing to do whatever it takes. With one of our key stakeholders being Carnival Corp., their guest is our end-client. Things change on the fly so we have to adapt and evolve. It takes every single person on the team to make Experience Operations successful.

Q: What have your experiences with the Ocean Medallion project been like?

A: This project has been a whirlwind. With communication, coordination, and collaboration, we’ve learned from our failures and have had the biggest success of them all: releasing a cutting-edge, game-changing cruising experience deployed on six ships and counting.

Q: What lessons have you learned?

A: Understand what you can control and don’t worry about what you can’t. It’s challenging when you’re working alongside 30-plus partners and vendors who all have different priorities, perspectives, company cultures, etc. We have to do our best at all times or projects like this wouldn’t be possible.

Q: What does a successful Experience Operations team look like?

A: Between our Shipboard Resources, DevOps Engineers, and Technical Incident Managers, we’re able to understand impacts to the guest experience and engage the right resources to resolve them in a timely manner.

LMS Helps Experience Operations Teams Shine

With deep institutional insight into implementing Experience Operations in hospitality settings, LMS can provide the valuable insight and guidance to inform the truly personal experiences today’s guests are looking for. Contact LMS online, via email at [email protected], or call us 800.257.5902 at to learn more.


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