We have now returned from our experience and the best way I can describe it is that April is your on board fixer and magic maker. Yes Thor submits your preferences and reservations but it's April that meets you at the terminal to ensure you have no wait to embark or debark. She checked in each night to see if we'd be using our theater seats or if we had plans to get off in port. April met with us to plan our preferences for the balcony breakfast and dinner offering suggestions, additions, and alternatives.
We mentioned to Thor that we planned to celebrate Dad's birthday on the cruise expecting nothing more than the Happy Birthday message on the portal screens and the small cake dessert at dinner everyone can get. April arranged his birthday celebration to happen on our balcony dinner night and had our dinner waiters sing to him, gifted him a Stanley bear and Princess tshirt, and presented us with a large cake in addition to the desserts from the balcony dinner's menu.
A couple times we had charges on our account that should have been included - she took care of it. She surprised us with something that required us to move a dinner reservation we'd made with Thor. She took care of that. We had an issue one night when another group who had been given extra reserved seats(in the same traveling party as the other Sky Suite but in different cabins) in the same area tried to send us away from our reserved seats insisting that all the seats were for their group. She handled moving them and saving us further confrontation.