Franco Caraffi is the Reservation & On Board Systems Director with Costa Crociere. Mr. Caraffi joined Costa Crociere in 1998 as business analyst in the reservation area. He directed a team that organized and managed the development and maintenance of the reservation system, which acts as the “core system” where around 70% of revenue is created.
His responsibilities include unifying and centralization of the reservation system for every one of the 15 Costa offices in the world; migration of the reservation system to a “3-tier” architecture with a graphical interface; opening to web and to e-channels (B2B & B2C); deploy of the reservation system in AIDA, German cruise line entered in 2004 in Costa Group; deploy of the reservation system in IBERO Cruceros, Spanish cruise line entered in 2007 in Costa Group.
Since 2005, Mr. Caraffi’s role had expanded to include: managing all on boards systems with the objective to deliver also in this new area the same organizational model adopted in the reservation area, sustaining business growth (+115% 2003->2008). In this position he also lead the Property Management System on board which is the other “core system” for Costa. With this system the remaining 30% of revenue is managed, the whole on board revenue.
Managing the on-board area includes the development and delivery of new systems for on board automation (baggage tracking, boat drill, etc etc…); design and deploy of self service device (kiosks) and mobile application for increasing efficiency and customer satisfaction by quality of services; and the introduction of new technologies such as RFID to supply new service on board with a particular attention to guest needs and satisfaction.