All language subtitles for Undercover Boss USA S2E12 Norwegian Cruise Line

Male announcer:
America is struggling

to shake off the recession.

Public distrust of wealthy
CEOs remains high.

But more and more bosses
are looking for radical ways

to reconnect
with their workforce

in order to find out what's
really going on

in their companies.

Each week, we follow the boss
of a major corporation

as they go undercover
in their own company.

Undercover Boss 2x12
Norwegian Cruise Line
Original Air Date on January 2, 2010

This week, Kevin Sheehan,

the CEO of
Norwegian Cruise Line,

one of the world's largest
cruise companies,

is recognized by one
of his employees.

Oh, my gosh.

How will he complete
his undercover mission?

My mind went blank,
and I said, "oh, my God.

What am I gonna do now?"

Find out next
on Undercover Boss.

== Sync, corrected by elderman ==
== for www.addic7ed.com ==

With its headquarters
in Miami, Florida,

Norwegian Cruise Line
has 11 cruise ships

sailing all around the globe

and serves more than 30,000
vacationers a week.

At the head of this
$2 billion business

is one man.

I'm Kevin Sheehan,

the CEO of Norwegian
Cruise Line.

Hey, Patti,
can you do me a favor

and see if you can follow up
with this guy?

- Okay.
- Norwegian Cruise Line

is the third largest
cruise line

among the contemporary
brands.

We have ships that are
positioned in the Baltic,

in the Mediterranean,

in Alaska, in Hawaii.

So I got a call from Bernard.

Four of the banks have
set their commitment.

We were the first to purchase
our own island in the Caribbean

as a destination.

Wherever the customers
want to go on vacation,

we can position our ships
to accommodate them.

Bye.

I was born in Manhattan,
and after high school,

I had a lot
of very interesting jobs.

I was delivering flowers.
I worked in the liquor store.

I worked for the Department
of Sanitation

on snow emergency days.

And then I had an epiphany
and said,

"you know, you're
wasting your time."

So I went back to school
with a vengeance.

Took a job
as a taxi cab driver,

and that helped fund
my college education.

And I went through college
in three years.

So that kind of turned
the juice up in me

as I began the journey
that I had

for the next 25-plus years.

I was part of a group
that launched

the Spanish language television
network Telemundo.

And I integrated the Avis
and Budget car rental brands

into one successful network.

I joined
Norwegian Cruise Line

back at the end of 2007

with the goal of taking it
from good to great.

Miami, Florida.
It's our headquarters.

And I bought
a residence down here.

I live down here.

You know, that was a big
commitment,

because my family
is up in New York.

It, uh, at times,
is quite challenging.

Hi. How ya doin'?

I'm fine. You?

I-I miss ya.

Lorraine and I have been married
for 34 years.

Break a leg.

Cute, thanks.

All right.
Bye-bye.

I'm a very passionate person,

and when I dive into
a opportunity,

I become absorbed.

Yeah, that's a flaw
in some respects,

because you're losing
a bit of a balance in life,

but it's my DNA, so it's--
I don't know how to change it.

When I joined the company
in 2007,

the product was inconsistent.

The turnover of the employees
was far above what it should be.

I'm very proud
of where we are today.

We've come a long way.

But we have a very stable
work force.

We've more than doubled
the earnings of the company.

So now it's a great time
to get in there and see:

Are we getting the payoff
for all of the initiatives

that we put in place?

Are there other things
that we could be doing

to drive the value

and the experience
for the customer?

While undercover,
I'm posing as Peter Francis,

an unemployed
New York City cab driver.

My coworkers will be told

that I'm taking
part in a program

where two people are competing
for one open position

within Norwegian Cruise Line.

So here it is, day one.

I'm going undercover
on the Pride of America.

While undercover,

I will be staying
in an average room

similar to where our employees
stay on ships.

Today, I'm going undercover
as a deck repairman.

The Pride of America
is a five-year-old vessel

within our fleet,

a little bit older
than many of the ships.

So it's critically important
to see that we're maintaining

the look and image
of the ship.

Whoop. Is there a guy
named John here?

Yeah, that's me.
And you are...

- Peter Francis.
- Hey, Peter, nice to meet you.

- Good to see you.
- So you're my new guy, huh?

I gotta take you downstairs
someplace you can change.

So you been on
a ship before?

Uh, Staten Island Ferry.

Staten Island,
you're from New York?

I'm a New Yorker.

I'm sorry to hear that.
I'm from Brooklyn.

Ah, I won't hold that
against you.

Hey, I don't hold it
against me either.

I live in Saipan now.

- Who?
- Saipan, it's an island.

Is it--
is it near Brooklyn?

Uh, yeah, about
halfway around the world.

Being on the ocean
365 days a year,

puts a lot of wear and tear
on the ships.

So we need to ensure that
everything is handled

as soon as it becomes
a maintenance issue.

Okay, you're gonna be
working in the deck department.

We basically handle
the outside of the ship.

We take care
of all the painting,

the chipping,
the cleaning.

What you basically wanna do
is you wanna

keep all the rust off it.
Salt water.

Salt water--it eats,
it eats, it eats, it eats.

And then when it's done eating,
it starts eating some more.

Now, we're gonna be
power washing.

We're gonna get
all the salt.

Even though you can't see it,
there's salt all over this.

- I got ya.
- There you go.

Remember, important--
stay up top.

You don't wanna miss a spot.

Wherever you miss,
there's gonna be another job

you don't wanna do later on.

You're in Hawaii,

so you'll be getting
a little cool mist on you.

You got a nice, cool breeze.
It's tough to complain.

So you don't want to spray
actually into the vents.

Yeah, I was over it.

Yeah, so just try
and stay over it.

As you can see, we've only
gone a couple of feet,

and you can see all the work
that needs to be done here.

You take a look from a long way
away, it looks white.

You get up close...
It--you see a little--

well, you want
to keep it white.

So what'd you do
before you did this?

Uh, I was a cab driver
in New York.

- Cab driver in New York?
- Yeah.

This can be the start
of a new career.

Yeah.
A little late.

Doesn't make a difference.
We have people...

That's what they
call me, anyway.

Come here when they're
18 years old.

We have people that come here
when they're in their 50s.

You like your job?

Most of the time.

And when do you not like it?

When I start
missing my wife.

You get to talk to her
most days?

The cell phone service

when you're in the middle
of the ocean,

you can't get
any service, so...

Yeah, that makes it tough.

Especially now,
I got a child on the way,

and I'm over here working.

So she's due, the doctor said,
anywhere from three weeks on.

Oh, three weeks out.

Yeah, I'd rather
be home with her,

but I'm at work right now.

- Yeah.
- All right, Peter.

We're basically
done with this.

We're gonna be moving on.

The chief mate
wants me to go

to the forward
mooring deck.

This here,
this is called a chock.

A chock is an opening
where a line goes through.

Don't lean on that.
These things do snap.

Oh, okay.

And this is called
a roller chock,

but as you can see,
they get wear and tear.

They rip the paint off.

We gotta clean all the rust
out from underneath.

Just give it a good...

Whack, like so,

and you'll start
stripping off all the paint.

How far, uh...

I want you to do
the whole thing.

What, you looking to get
out of work already?

No, no, I meant do I go
all the way up here?

No, six inches
all the way around.

Look, get get in.
Give it a whack.

It's not--trust me,
you're not gonna break this.

This thing can hold
90,000 gross tons.

That's not elbow.
That's wrist.

This is elbow.

Okay?

John's a no-nonsense guy.

You know, he had me doing
all the, uh, the rookie work.

I got a plane to catch
in a week.

There you go.

I felt like I was being hazed
for a fraternity.

I thought you were a big-time
new yorker, tough guy.

You seem like you're
from Jersey.

Come on!
Hit it!

You remember New York enough
to know how to insult a guy.

Close?

I see paint.
Strip an oval over here.

Hey, that looks
pretty good now.

Unfortunately, I had to do
3/4 of the work myself.

Well, I enjoyed watching you.

- That's wonderful.
- I learned.

All right,
let's go check out

some stuff
that was done yesterday

that needs to be finished up.

Here we have
quite a beautiful view.

Doesn't look like Brooklyn
or Queens from here, right?

It's quiet a different skyline
than the Manhattan skyline.

But it's, uh, this is part of
what you get with the job.

All right, as you can see,
this has been primed.

We're just gonna do
these two coats here.

And we have
another set over here.

Here, you really gotta be
more precise

and more attentive
to detail.

Okay, I wanna get off
all the drips...

So I don't have
to wipe them up later.

I'm gonna have you do that.
Now, that dripped down there.

Even though it was me,
you're cleaning it up.

And we don't wanna
put too much on.

You see, we're getting more.

I only had one drop.
You got about five of them.

No, I'm take--
I'm fixing your drops!

- Oh, is that what it is?
- Yeah.

You wanna borrow
my glasses?

Do 'em right
the first time, 100%,

because it'll be
three years later

before you get called back
to do the same job.

- Okay.
- Now it's done?

Uh...I think it's done.

Oh, you're getting ready
to pack up,

so I'm gonna assume
you think it's done.

So let me just give it
one more check.

You got all spots
right along here.

I didn't think you were
gonna get back down there.

Yeah.

His mental approach
to the whole thing

was like,
"you gonna check?"

Yeah, it's your first day
on the job.

This whole section here
isn't done.

Course I'm gonna check.

No, I'm just gonna turn the ship
over to you.

And I might as well
let him drive tonight,

just so I can get
a good night's sleep.

You gonna trust me
on this one?

Yeah, since you didn't
look at the bottom one.

You just kind of went--
no, I did look at the bottom!

I think Peter's a good guy.

I think he's looking
for his notch in life,

and I just don't
think this is it.

When did you first
hit the sea?

My whole family
was dock builders.

But I'm, like, the first one
that actually...

Left the dock and went out.

So when you look back,

is this where
you thought you'd be?

I look back, I think the thing
that intrigued me the most

is I didn't know
where I would be.

It's a completely
changed career.

It's a completely changed
life.

- Yeah.
- There's an inner calmness.

There's a spiritual comfort
that comes along

with a man that's been on
the sea and seen the world.

You know, they say a picture's
worth a thousand words.

But when you're standing
in front of the actual thing,

sometimes, there's no words
that can actually explain it.

Right.

There's just nothing
that comes along with that.

Now, is this
gonna be tough

with you
and the new baby?

Uh, yeah,
it's gonna be tough.

But, you know what?

If I didn't get
involved in shipping,

I never would have
met my wife.

- Right.
- I wouldn't be having a child.

God knows where I'd be.

I'd probably be back
in New York saying,

"I wish, I wish, I wish."

And you're living your dream.

Like so many people do.

It's heartwarming to see
that we have crew members

who are here because
they love to be here.

You get a great appreciation

for what John and the other
27 people in his team do

every single day
to protect the ship.

To keep it in first-class
condition.

And that makes you feel
very good.

And it's a confirmation
that we've got a great crew.

You know, me and the wife--

has your wife
been to New York?

- No.
- This'll be the first?

She's been
from where she's from

and she's been to Saipan.

But God willing,
next year, you know.

Yeah.

All right, so, Peter,

the whole bottom over here
is not done, see?

- Ah, yeah, you got me.
- That's why we look at it.

We just--just--
nice and even.

Take your time--don't throw it
overboard, please.

- Okay.
- Okay?

You want me to go down there
and pull that sucker around?

Kevin gets up-close
and personal with the guests.

Oh, my...Gah.

And later,
how will the boss react

when his cover is blown?

Oh, my gosh.

My mind went blank,
and I said, "oh, my God.

What am I gonna do now?"

Kevin Sheehan,

the CEO
of Norwegian Cruise Line,

is a boss undercover.

I got a plane
to catch in a week!

His employees think he's part
of a television show,

where two people are competing
for one open position

within the company.

It's not a flower pot.
It's not gonna break.

His journey continues
in Miami

aboard the Norwegian Epic.

The Norwegian Epic,
our newest ship,

cost us well over
$1.1 billion.

Close to $1.2 billion.

We bet the farm
on this ship,

and we need to make sure
it's truly a huge success.

Today, I'm going undercover

as a member
of the recreation staff.

On the ship, we have a wide
range of industry firsts,

including a rappelling wall,

an ice skating rink.

We have water slides.

We spent a lot of money
putting together

lots of different experiences
for our guests

on this ship.

I wanna be sure each
and every one of them

is paying off.

- Hi!
- Hi, are you Jessica?

- Are you my next person?
- I'm Peter Francis.

Peter Francis, I'm Jess.
It's so nice to meet you.

Could you put on...

A uniform for me?

This project
is also very timely

in that we're about to embark
on some new ship orders.

So for me to be able to see
how each of these activities

is being relieved
by our guests,

I'll be able to gauge that
as we design the new ships.

Clearly your shirt's
not even tucked in.

Oh, it's supposed to be
tucked in.

I'm a New York guy.
We don't know how to dress.

Step one, we have waivers.

Next step,
give everybody shoes.

And then hook everyone
with a harness.

- This is the sizes.
- Mm-hmm.

This is their brake
that they'll use, like so--

- to go down.
- Yeah.

And then after he goes,
we're gonna harness you up.

Because if you're telling
other people to do it,

you should be able
to do it yourself.

I was not mentally
prepared for this.

I would have--I would have--

- it's okay.
- She thinks I'm a big baby.

And, uh, she's probably right.

You're not gonna
kill me, right?

- Huh-uh.
- All right, Peter!

You're doing it good.
That's it.

Good job, good job.

- Ah! I came out too--
- squeeze your break.

Squeeze your break
till you can...

There you go.

Oh, you get a wedgie.

Oh, my God! I'm gonna
start talkin' loud.

- How is that for you?
- I had my eyes closed.

I was just a little nervous

about having never
done it before.

Having done it now,
I'm a seasoned veteran.

Did you want
to climb as well?

Oh, okay.

Now, have you filled out
a waiver yet?

No.

If you want to come in here,

it's probably easier
to write on the bench.

The ship is, obviously,
Epic.

And then you want to pull this
through your legs.

Thank goodness I stopped.

I was almost gonna
handle that part.

Let's get you a helmet.

And then once you
get up to the top,

Paul will take care of you.

Good job, Theresa!

Good job.
Look at that.

Hey, have you guys
filled out a waiver yet?

Oh, you need to sign
a waiver too.

Initials, initial, initials.

Oh, my goodness.

And then initials.

And another signature,
if you don't mind.

- Oh, boy.
- I know..

Why wouldn't we have
a form like this

that when people check in
the first day--

I think that they should
have them in their rooms,

so they see them there, and then
they can just bring 'em.

I'd like
to see us reengineer

the liability certificates.

It needs to be simplified,
so that we can

keep it moving
and everybody can

have the opportunity to, uh,

appreciate
the rappelling wall.

- You're new at this, huh?
- Yeah, I'm a rookie.

I don't wanna get
too personal here!

That's okay,
I just had a guy

hugging me and--and giving me
kisses at the bar.

You have Peter
flustered now.

When it came to interacting
with female passengers,

I don't think Peter's
ever interacted with a woman.

Now you want me
to go down there

and pull that sucker around?

You can ask her to pull it
through her legs.

I'll help him.

He was so nervous.

This could get, like,
really compromising here.

Oh, my...Gah.

Peter is making people
more nervous than calm.

And that's the complete
opposite of what you wanna do

when you're sending them
up a rappelling wall.

You gotta squeeze your rope
while you do that too.

Good job.

There you go,
there you go.

Go ahead.

She might start to slide.

Pull her.
Oh, perfect!

Whoa.

Oh, aah!

- Good job.
- That was great.

I thought Jessica was awesome.

You're amazing.

She's got a
great personality for this.

And she's got great interactions
with the guests.

Well, now that we're
done with the rock wall,

we are gonna head all the way
up to the sports court.

We're going to set up
ice skating up there.

Ice skating?
Who's making the ice?

- We're making the ice.
- Oh, my God.

So this is our ice...

As much as it
does not look like it.

It's basically a giant puzzle
that we're gonna put together.

Um, it takes up
half of this court.

When it's done,
we spray this disgusting,

greasy solution on it.

And that gives it the slick.

It's not the complete
real thing, obviously,

but, um, they use
real ice skates on it.

How would you rate this
overall for all the--

This is the worst job ever.

How can you lift those?

We are about to find out.

You're not gonna do it.

Yes, I am going to do it!

You're gonna
lift this stuff?

I do this every time.

Okay, are you okay
going backwards?

Be careful.
They're heavy.

Yeah, I just noticed that.

To your left,
to your left.

This correct?

See, like a puzzle.
Like a puzzle.

These are the kind of things

you're not necessarily
ready for

when you sign up
for ship life.

Okay.

Push, push.
Lift up.

No, lift up there.
Good.

And, like, ice skating,

I think it's just all part
of that

"let's do
something different."

Right.

Whoa!

It's a couple
of hundred pieces

of plaster board

that probably weigh
60 pounds a piece.

This is ridiculous.

No, I hear you.
I hear you.

My back is, uh, is feeling
pretty broken right now.

Put a little heart
into it!

This is the most ridiculous
thing I've ever seen.

He hates this.

He's like,
"my back will give."

And I was like, "that's what
we were having issues with."

My back is broken.

Where do I get off
this ship anyway?

Okay, you're done.

And now, Peter, we wait
for guests to arrive.

They're gonna see how awesome
you set up this ice.

Look at Clinton go.

And how many people
come to skate?

There'll be nights
where you go hours

without seeing anybody.

- Yeah.
- And then...

It's like somebody
decided this

without thinking
of the consequences.

I think there's a lot
of form over function.

- Yeah, yeah, yeah.
- It's just--

it sounded like a good idea,
but it's actually ridiculous.

Yeah.

The ice skating rink
is disheartening to me,

because it wasn't up
to the same level

as all the other activities.

You know,
seeing it first hand,

there's nobody skating.

We're like, we're spending
a half hour to set it up.

The teardown is just as bad.

I think it's, uh, wrong
to make people do this.

It's a tremendous amount of work
for the crew.

It's crazy.
For little reward.

We came to run
fun and games,

and we're lifting
and moving and...

Right, right.

It's sad because I know
a lot of people

don't wanna come back
to the Epic.

The management didn't
have a grasp on things.

I don't like to see our crew,

who work hard enough
as it is,

working on a task

that doesn't have
any logical sense to it.

Well...Peter...

I would love for you
to see some ice skating.

But it doesn't seem like

anyone's gonna
be around right now.

I don't wanna keep you up.
Okay.

- It was nice meeting you.
- Same here. Take care. Bye.

I'm exhausted after helping
put the--the rink together.

My take-away was it just
wasn't worth it for our team

because they had
to work really hard

to put that together,
you know.

I'd rather see them
interacting with our guests

and turning,
you know, everything

into a lot of fun,

as opposed to working
like that.

I have never in my career
had a failed venture,

and it's, you know,
quite different

than what I'm used to.

Madame, for you.

We have 20 restaurants
on the ship.

But the Manhattan room is
the most important dining room

on the Norwegian Epic,

because on a daily basis
we serve

over 1,200 meals.

Good evening.

Today, I'm going to be

working undercover
as a waiter.

I need to be sure that we are
providing exceptional service

for our customers

from the minute we open it
to the minute it closes.

Hey, I'm looking for
someone named Sylvia.

Sylvia's right there
at the water station.

Hi, is Sylvia here?

Oh, my gosh.

At first,
I wasn't quite sure

I heard my name.

But then when she said it

a second and third time...

And my mind went blank,

and I said, "oh, my God.

What am I gonna do now?"

Oh, my gosh.

I'm shocked.
I'm surprised.

I started to walk
down the walkway,

and she immediately
screams out my name.

"Kevin Sheehan!
Kevin Sheehan!"

Do you know if there's
a woman named Sylvia here?

Sir, I'm right here.

Hi, Sylvia.

My name is Peter Francis.

I'm just here to
work with you today.

All right,
nice to meet you, Peter.

This evening, when this guy
walked up to me,

Peter...

Mr. Kevin Sheehan...

I was surprised.

You need to go get changed.

Okay, great.

Right now,
I need to talk to Sylvia

and figure out a game plan

to see how we can
make this work.

Sylvia, obviously you
recognized me right away.

- Yes.
- And, uh...

How did you recognize me?

And the guests,
they remember me back.

That's how I am highest
in comment cards.

I really trying
to go undercover

so that I can really see
how you guys

are operating.

So that we can hopefully
leverage that

across the fleet.
Exactly.

Do you think there's a way
for me to go back

into the dining room

and not have people
know who I am?

Sure you can, because
nobody has recognized you.

And I intend
to keep it that way.

- Okay.
- Let's go to the dining room.

I'm gonna make sure
that he learns whatever

I would teach my assistant.

Because he needs to know
what dirty business it is.

- So we ready? Let's--
- all set.

- Good evening. Welcome.
- Good evening. Hi.

My name is Sylvia, and I will be
your waitress this evening.

My name is Peter.

I'll be your assistant waiter
this evening.

And here is your bread.

I'll bring you the wine list.

But I'll take
your order first,

so that way I don't
keep you waiting too long.

Peter, so now you'll pick up
my appetizer and everything.

- Okay.
- "Asp" is asparagus.

- Asparagus.
- Caesar, Caesar.

I'm confused.

I will show you. Come.
Asparagus.

And...
And two Caesar salads.

Yeah, you remember.
That way.

Thank you very much.
They look great.

Will you be able
to carry this one?

Uh, I'm gonna try.

Yikes.

Whoa.

Be careful.

Don't drop it on
anybody else.

Serve from the...
Right.

- Okay.
- Ladies first.

Ladies first.

Are they both shrimp,
the two ladies?

And gentlemen.

Hope I don't
spill it on you.

Is the water glass on the left
side or the right side?

Always right.

I'm sorry, I went
the wrong way first.

This is our
table number three.

Lady's having summer roll
and shrimp.

So come back with
summer rolls and shrimp.

I put it on a plate too,
right?

Yeah.

I was completely lost.

Oh, that's the way.

It's very hard.

There's a lot to remember,

and I have no idea
what I'm doing.

Okay.
Regular and decaf.

Peter, where's the decaf?

- Oh, you want decaf also?
- Ay, yi yi, Peter.

You said coffee.
Who's having regular?

Regular, okay.

If somebody's finished,

you remove the dirty plates.

Peter, pick up a tray
and bring me two key lime pies.

Whoa.

Picking up those trays
and putting them down

was impossible.

Figuring out how to go
from the dining room

to the galley...

Find out where
all the food was.

I have a headache
from all of this.

Key lime pie.

Peter, you have
the wrong dessert.

You have two
New York cheesecake.

Oh!

I never would be able to do

what these people do

day in and day out.

As far as the performance
in the Manhattan room,

everything that I saw
was very encouraging.

Everybody was doing
their task,

going about their duties,
and everybody seemed happy,

which is comforting,
especially after seeing

the complexity related
to the ice skating rink.

I would like to sit down
and just kind of...Learn...

- Chat.
- And you can tell me

what I did right,
what I did wrong.

Okay.
Let's go.

The work you put me through.
You killed me.

And those trays
are awfully heavy.

So is there anything
that you see

that maybe you could
give me some advice

or some takeaways

that I could go
back to the office

and kind of rethink
how we do things?

So why don't you just talk

a little bit
about yourself and--

I'm like really thinking

whether I should stay
with this company.

So instead
of hiring new hires,

why don't we give
positions available--

right.

The should be some loyalty

given by Norwegian Cruise Line
to them.

That's helpful,
'cause I didn't realize

that was a, uh, a point.

Actually, I would definitely
love to be a supervisor,

because maybe if I can...

Do something for our crew

that can bring a smile.

The fact that there's not
that many opportunities

to be promoted,

we need to put
some real effort

into figuring out

how to make the performers
feel good

and move up
in the organization.

When I first started,
six years ago,

six years ago.

So you're on your seventh
contract?

Sixth contract?
Sixth contract.

I always had
ten months full.

You're aware I changed
the contract term

from ten months
to nine months, right?

Yes.

So is that a better thing
for you?

If it would be eight months,
it would be really good.

'Cause that way we get
rotations of vacation.

A lot of people have
missed Christmas like me

for seven years.

Oh, you're kidding.
Really?

Yes. It is very tough
to be away from my family

for so long.
Right.

And I have a girlfriend
back home.

Oh, okay.

We're actually planning
to get married.

- Oh, terrific.
- Yeah.

How is ship life for you
in that situation?

It can be hard for me
to survive sometimes.

Yes. Is that expensive
for you to call?

Yes. It's tough.
It's very tough.

It's amazing
when you step back

and think of the sacrifices
that people make

that live on board.

Sylvia cares an awful lot,

and she just happens
to have a personality

that's going to let you know
what she thinks,

and I got a lot
of really good feedback

that I'll bring back
to the office,

and hopefully
we can make a difference.

Appreciate you telling me
all of this.

And I want to thank you
so much for everything.

- Pleasure's all mine, sir.
- Really appreciate it.

You killed me tonight.

We're not done yet.

I'll follow you out.

Today, my job is working
as a member of the cruise staff.

One of the main points
of the ship

is the entertainment.

And our cruise staff
handle over 100 activities

on a weekly basis.

So while I'm working
undercover today,

I'll be able to really see,
are they engaging the customers?

Are we getting them
to feel important

and to ensure they're having
a great time?

- Hi!
- Uh, yeah.

I'm looking
for someone named Michael.

Yes, I'm Michael.

Peter Francis.

Peter, nice to meet you.
How are you?

- Oh, great, great.
- Good.

All right,
so you're here to train

to be, uh, cruise staff
here on board.

We're pretty much
the social hosts of the ship.

We do all the activities,
all the events.

Bingo, karaoke,
theme parties.

Line dance classes.

You know, everybody's
here on vacation

to have a good time.

We're just here to--
to enhance that

and make sure that they're
smiling and having fun.

So the plan for tonight is
we have our big white-hot party.

It's NCL's signature party,

the hottest party at sea.

You'll wear white pants,

a white-hot shirt.

We have this white hat.

And angel wings.

You have to wear
angel wings.

You're kidding.

Angels at the party.

But right now, we need you
to get into cruise staff gear.

Have you ever taken dance
before at all?

- Nope.
- Never?

Never.
I hate dancing.

I don't even dance
at weddings.

The look of death
on your face.

You're gonna be fine.

This is an easy, easy dance.

The first move
that you're gonna do

is a roll, roll.

With your feet, you're
gonna click-click twice.

Just like The Wizard of Oz.

You go click, click.

Now, with your right foot,

two to the front.

Two to the back.

To the front.

To the back.
To the side.

I have dyslexia, so...

Getting the left
and the right

and doing it consistently
is quite a challenge.

Here, you're gonna do
a little bump like this.

Uhh! Like that.
And you have to say "uhh."

Okay?

So you're gonna go, "uhh!"

No, just like that.
Really?

- Yes.
- Uhh.

Just--well, a little
more enthu--

go, "uhh!"

Peter seems a little tight,
a little tense.

Very rigid.

Be free, just--
just relax.

5, 6, 7, 8.

Roll, roll.

Click, click.

Michael was exceptionally
patient with me.

To the front, to the back.

To the side, turn.

I still got it wrong,

but at least he gave it
the college try.

Three steps back.

Whoa.

I think he'll get it.

Mm, maybe.

Uhh!

And then we start all over.

You're gonna
have to teach this

to, like, 1,000 people
tonight, you know.

Oh, my God.

Yeah, we'll see
how it goes tonight.

I think for now,
we're pretty good

until the white-hot party,
so...

Okay.

Thank you very much.

How are you liking it
so far?

The dancing part I know
I'm gonna find very difficult.

Well, how did you
get into this, anyway?

I, uh, I worked as an actor
for a long time.

Then I did theme park work
for a while.

Oh, really?
Which theme park?

I worked at busch gardens,
Disney world.

Universal studios.
You hit all the big ones.

Yeah.
I was always intrigued

by the freestyle
cruising aspect.

Did a ship up in Alaska.

You find it hard being away
from the family a lot?

It's tough, I mean,
I get to, you know,

talk to them on email
and call them.

But when I go home,
I make sure and go and see

all of my family.

My mom passed away
a couple of years ago.

She got brain cancer.
Oh, my God.

- And, uh, but I--
- out of nowhere?

- Yeah.
- Ah, that's terrible.

It was out of nowhere.
She was fifty...One?

She was, uh...

- It's tough, tough.
- Yeah.

I have the exact
same scenario.

My brother passed away
completely unexpected.

And it was devastating.

It is, I mean...

People say
it's gonna get easier.

But, I mean, there isn't
a day that goes by

that I don't think about
my mom, yeah.

I think about her every day.

She's, I'm sure,

very proud looking down.

Thank you, yeah.

We actually had
a benefit for her

where we raised over $20,000
for cancer.

That's beautiful.
That's really nice.

She would be so happy
that I'm...

- Doing what you wanna do.
- Doing what I wanna do.

Yeah, that's great.

Very sad situation
with his mom.

That's enough to destroy
a young kid like that.

And he took
that terrible tragedy

and turned it into
a very positive energy

within him.

It's just admirable.

All right, so what
we're gonna do,

we're gonna go
meet some guests

and try and recruit them
to come to the white-hot party.

We're pretty much
the faces of the ship.

We're on the front lines.

Hello, how are you?
How are you, guys?

You coming to the white-hot
party tonight, yeah?

You guys have fun.

We'll see you at the white-hot
party, all right?

If you see somebody
you wanna talk to,

like these ladies
would be perfect right here.

They're wearing white.

Hey, guys.
How you doing?

Good evening.

Make sure you get
to the white-hot party tonight.

Tonight, you gotta go
to the white-hot party.

Probably be 1,000 people
up there.

Be a lot of fun.

Be sure you get
to the white-hot party tonight.

Oh, yes.

Interacting
with our customers

is something I enjoy doing.

- See you later.
- Okay.

As we walked the ship,
it was obvious

Michael knew
many, many people.

- How are you?
- Fine.

Were you on the Star?

I was on the Star, yes.

He engaged them.

I was there at the, uh,
karaoke bar.

- It was fun, right?
- Oh!

That's exactly
what you want to see,

because if they
make that connection,

that's what they're gonna
walk away and say,

"wow, that was really
a great cruise."

All right,
so it is time for us

to go get changed
for the party.

All right, so here we go.

How's everybody
doing tonight?

You guys ready
to have a good time?

That's right, it's NCL's

signature white-hot party

on the newest ship
in the fleet.

And I'm one of your hosts
here onboard, Michael.

Alongside me,
we have somebody

that's training to be
a cruise staff.

So what we're gonna do

is we're gonna teach you
a line dance,

ladies and gentlemen.

Peter, are you ready?
I'm set.

He's ready.

Crowd, dancers,
are you ready?

All right, here we go.

5, 6, 7, 8.

Boom, boom.

Click, click.

Two to the front.
Two to the back.

To the front, to the back,
to the side.

Turn.
Three steps back.

Whoa!

Three steps forward.

Uhh! Yeah! Give yourselves
a round of applause!

We're gonna keep
this party going!

This is a good way
to get people to dance

up on the dance floor.

Hey. I thought
I was too late.

Now, you have to dance
for this.

Oh, right.

You know, the things was,

you're nervous going into
something like this.

But after a while, I noticed
everybody was kind of--they--

nobody cared about
how I was dancing,

and everybody was happy
and dancing away.

To see our customers
having a ball,

it's exactly
what we hoped for.

When we launched
the new ship.

Can't ask for anything more.

Just finished my last task.

I'm not quite sure I thought
I'd ever survive all of this.

My emotions ran the gamut
from very high and excited

about some of the,
uh, activities

that we have on the ships,

you know, to the low
of some of the things

that, in retrospect,

we didn't need to do,

and, you know, another
very important experience

that I'm walking away with
is seeing the hardworking crew

and seeing the sacrifices

that they're all making
each and every day,

uh, away from their families.

If there's anything else
that we could do

to maybe make their lives
a little bit better,

uh, we should give it
serious consideration.

Coming up,
Kevin's employees

think they're coming
to the Pride of America

to vote on one of two employees
competing for a job.

I'm a little nervous
about judging these two guys

but I know how they did.

How will they react

when he reveals his true identity?

I'm Kevin Sheehan,

the Chief Executive Officer

of Norwegian Cruise Line.

I am about to reveal
my true identity

to the employees
I worked with this week.

I can't wait to see
their reaction.

I'm a little nervous about
judging these two guys,

but I think I know
how they did.

I feel good
about judging them.

I'm gonna decide
which one's the best.

Uh-oh.

Hey. Oh.

Do I look
a little different?

- Yeah.
- You look all clean-shaven.

Yeah.
You recognize me?

Do I know you?
I know you from the other day.

Do I know you as a man?
No, I don't.

I'm Kevin Sheehan.

I'm the Chief Executive Officer
of Norwegian Cruise Lines.

I made so much fun of you.

- You did.
- Uh...

I felt like a real dork,
by the way.

Okay, that's good.
Oh, man.

So you're regretting some
of the stuff you did to me?

Nuh...No.

I'd still fire you.
Just so you know.

Well, it's nice
to meet you.

Yeah, nice to meet you too.

So let me--
let's go back,

'cause I did learn a lot,
actually.

I saw opportunities
to make the life

a little bit better
for our crew members.

And when you took me up
to the ice skating rink...

Oh, yeah.

And the thing that
really bothered me

is that you guys had
to break your backs to do it,

and then we completed
the project, and what happened?

Nobody came!
There wasn't--

So you're gonna be
a big hero

with all your
fellow workers,

because that is dead
as of now.

We're never gonna
do that again.

- They'll love that.
- And you guys can actually do

what you were
really hired to do.

Yeah, thank you.

Okay.
So the other thing...

You know, you always have
a smile on your face.

And you help the guests have,
you know,

a fantastic experience
on the ship.

- Yeah.
- And so what I want to do

is we have a management
training program

that we bring people in
after college,

and they spend
periods of time

working in different
departments.

You'll be able
to feel your way

and find out what's the most
interesting thing for you.

And hopefully grow into
a successful executive,

and, you know,
follow in my footsteps.

No, that's amazing.

I came to NCL
just kind of on a whim.

And to have this opportunity
given to me

is just...Amaz--

like, it's huge, you know.

It's, you know,
it really is.

I'm shaking.

I'm in shock.

Like, this opportunity
is huge.

And so--so nice.

Michael,
I loved watching you

do your job.

People came up
and you knew their names.

And that's pretty comforting
to somebody like me,

knowing that there's guys like
you around the organization

that really care
about what they do.

I-I love it, and I love
working for Norwegian.

Uh, and that's
why it's so much fun and...

You know, I went back
and talked to, uh,

the powers that be,
and, you know,

we'd like you to be
the assistant cruise director

on the Epic.

Really?

And, if that's
of interest to you,

that would be
really exciting for us.

Absolutely, yeah.
That's great.

Yeah, you look like you're
in your element on that ship.

Yeah.

I was heartbroken
by your story

about your mom,
by the way.

Uh, uh, I saw the pain
in your eyes.

And you had mentioned to me
that you raised money

for your--for your mom.

So what I wanted to do
is challenge you

to do it again.

We'll match,
dollar for dollar,

everything you raise
for your cause.

Wow, that's awesome.
Thank you.

We'll do it in your name
in her memory,

and make it as meaningful
as possible.

Thank you.
Thank you very much.

My heart's racing right now.

I'm really--I'm excited.

Like, I'm--
I don't even know what--

I don't know what to say.

But I'm really,
I'm happy and shocked.

It's crazy.

John, I love the way
you go about

your daily activities
with pride.

It's pretty inspiring,
actually.

Thank you
for the kind words.

You know,
we were talking,

and even though you were
beating me up most of the day...

Think you kind of brought that
upon yourself.

Yeah, you're...

I'm a little black and blue.

But that's okay.
Yeah.

I know you're expecting

a beautiful daughter.

- Yeah.
- And you're really excited.

You can see it in your face.
Oh, yeah.

The, uh, the thrill.

What I thought would be
a really nice thing to do

is get your wife,
and, once your daughter's born,

bring the three of you
to New York.

You know,
fly you into New York.

Get you to spend some time
with your family.

Wow! That'd be great.

- Yeah.
- Yeah.

I'd also like to then
send the three of you

along with your parents

on a cruise
out of New York.

And I know
you love the sea.

It'd give you
the opportunity

to spend some real
quality time together

as a family.

That would mean the world
to my mother and father.

My father's been talking
about taking a cruise

and the timing
and this and that.

And I've come acr--
it's a perfect time for this.

Thank you so much.

You know, my wife,

that's the first thing
she wanted to do.

She wanted to come
visit my family

soon as we could.

And now Kevin
made it all possible.

What he did is just, uh,

I can't actually
express my gratitude.

It's just--
it's that much.

Sylvia, before--
before I get too far,

do you know what the show
Undercover Boss is?

Have you ever heard of it?
No, I haven't.

You know,
even though you knew me,

you had me working hard,

and telling me everything
I was doing was wrong.

And you did
a spectacular job

of serving our guests

and making them
feel important.

Well, that's our job.

You know, we have a shipboard
advisory committee.

And I'd like you
to be part of that.

Because, you know,
your insights were helpful.

Thank you, sir.
Thank, you very much.

And, uh,
just want you to know

you are being promoted
to senior waitress.

Serious?

You deserve it.

- Thank you, sir.
- Congratulations.

Thank you very much.

I can go with
a big smile home now.

Go with a big smile, a little
bit more in your pocket too.

Exactly.

What I wanted to do also
is, uh,

I wanted to make--
do something special for you.

You talked about, you know,
wanting to get married, uh...

- Yes.
- So here's what I thought.

We'd like to arrange

for your wedding on the ship.

Thank you so much, sir!

You know, make it--
make it really nice.

Serious?

This is like
my dream come true.

I've been dreaming
all my life about this.

But it's just suddenly
brought in front of me,

and said, "this is yours."

So far, I've been blessed,

and I'll be blessed
more hereafter too.

And I'm so thankful to Jesus.
Thank you, lord.

The time has come

for me to tell the company

that I have been undercover.

Can't wait to see
how everybody reacts.

Join me, please,
in welcoming Kevin Sheehan,

CEO of
Norwegian Cruise Lines.

Thanks, everybody.

You guys all
thought you were here

for an all-hands meeting?

You're not.

For the past week,
I've been undercover

on two
of our beautiful ships.

I had a tough week.

And I think
you're gonna get

a little bit
of a taste of this.

So let's take a look.

Thought you were a big-time
New Yorker, tough guy.

You seem
like you're from Jersey.

I don't think Peter's ever
interacted with a woman.

Up, down, up, down.

Push, pull.

What a great opportunity
for me to get

behind the scenes

and see from
a different perspective

all of the hard work
that all of you do.

And the incredible experience
that you provided

for our guests.

You guys all come out here

and work for months
at a time

and are separated
from your families.

It's not an easy thing.

And it takes
a lot of commitment and...

I appreciated that,
and I thank you for that.

So as a special recognition
to all of you,

we're going to make
a $100,000 contribution

to the crew
enrichment program.

We will provide
for crew parties,

entertainment,
and anything else

that can make your lives
more enjoyable

while you're away
from your families.

Thank you very much.

I was absolutely humbled

by the effort, hard work,

dedication, caring,
of our crew.

Absolutely.

Because it's really
the 16,000 or so people

that are making us
successful.

It's not one person.

It's all of our employees.

== Sync, corrected by elderman ==
== for www.addic7ed.com ==

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