Watch Undercover Boss Season 2 Episode 12
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Norwegian Cruise Line (NCL) is one of America's mainstream cruise lines, but third in size behind Carnival and Royal Caribbean, the top two cruise conglomerates. That's fine with Sheehan, who came to NCL from car rental company Avis - known for the slogan "We're number two. We try harder." At number three, NCL has only about an 8% share of the world cruise market, but the company is also very competitive; planning an IPO soon (an initial public offering of stock - date to be determined).
When we spoke, Kevin had not yet seen the final cut of the unscripted hour-long episode, only the 30-second trailer already available on YouTube. During our chat about the upcoming show, he seemed a bit nervous - perhaps hoping nothing too embarrassing will be revealed. But none of the employees Sheehan worked with were aware of his true identity, so the potential for some unexpected candor is there, and only the producers know for sure.
Sheehan slept in crew cabins on both ships and ate in the crew mess. He offered no criticism of the crew food, but when the show airs we should hear crew members talking candidly. I asked if any of the crew members said anything they shouldn't have said in the CEO's presence. "No, I was truthfully surprised by how friendly they were, most just saving money to send home and proud of what their jobs have allowed them to accomplish," he said.
"Waiters work with the guests, but they also have to concentrate and keep moving. I don't know how they do it," he said. This was where Sheehan really grasped the service provider's role. "It's a fine line - you want to be friendly, but not detract from the guest's cruise experience." By the way, this is also the one time where his manager, Silvia, sees through his disguise. I wonder what gives it away.
NCL is the cruise line that always has to try harder, and I have always given them an "A for effort." Not every NCL idea turns to gold, but they always deserve a gold medal for candor and good intentions. This show should provide a realistic insider's view of the world of cruise ships - a view we don't get see very often.
Norwegian Cruise Line is half owned by Leon Black's Apollo Management, which has controlling interest on the board of directors. The other half is owned by Star Cruises of Malaysia. The filing revealing its intention to make an initial public offering was made on Oct. 26, 2010.
Each episode features a high-ranking executive or the owner of a corporation going undercover as an entry-level employee in their own company. The executives alter their appearance and assume an alias and fictional back-story. The fictitious explanation given for the accompanying camera crew is that the executives are being filmed as part of a documentary about entry-level workers in a particular industry. They spend approximately one week undercover, working in various areas of their company operations, with a different job and in most cases a different location each day.
The whole idea of the CBS reality show "Undercover Boss" (Channel 2, Sunday at 9 p.m.) is that corporate chief executives, wearing a disguise, work ordinary jobs in their company to get a ground's-eye view of their employees' lot in life. It usually doesn't involve a screaming waitress who recognizes you. "To be honest, I don't know how" she did it, says Kevin Sheehan, chief executive of Norwegian Cruise Line and the undercover honcho of the episode airing Sunday night. He had spent a couple of weeks growing a beard, and had worn big, clunky prescription glasses not like his usual spectacles, plus a cap.
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