Floating Resorts: The Cruise Line Business

1
Floating Resorts The Cruise Line Business

• Chapter 10

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Beginnings of the Industry

• William Makepeace Thackeray, Notes of a Journey
  from Cornhill to Grand Cairo
• 1987, Mark Twain, Quaker City
• Immigration
• Tourists after WWI
• Prohibition
• Great Depression encouraged shorter cruises
• WWII cruise ships converted to troop ships

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Birth of Modern Cruising

• Leslie Frazer charted ships for cruising in the
  early 1960s
• Ted Arison and Knut Kloster created Norwegian
  Cruise Line in the late 1960s
• Royal Caribbean International created in late
  1960s
• The Love Boat TV Series
• Carnival was crated in 1970s
• Bob Dickinson makes the boat itself, and having
  fun onboard, the focal point of cruising

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Cruise Industry Today

• Four segments are
• The contemporary/value segment
• Premium segment
• Luxury segment
• Specialty segment
• Three biggest industry players are Carnival,
  Royal Caribbean, and PO

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Cruise Ship Organization

• The Captain
• Chief Officer
• Chief Engineer
• Hotel Manager

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Hotel Division

• Hotel Manager
• Purser
• Food and Beverage Manager
• Chief Housekeeper
• Cruise Director
• Physician

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The Start of Seabourn Cruise Line

• Founded by Atle Brynestad
• 10,000 ton ships small enough to provide
  premium service, large enough to provide expected
  amenities and behave well in choppy waters

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Its Approach to Quality Service

• Starts before passengers board the ship
• Spacious cabins
• 24-hour room service
• Open seating in dining room
• Dress codes for passengers
• Employee empowerment
• Enlightened management style

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Quality Service (cont)

• Passenger comments/feedback carefully monitored
• Everyone is involved in producing quality,
  personal service
• Continuous training
• Fresh food is emphasized
• Unique shore excursions

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Five Points of Seabourn Hospitality

• Crew members own any guest complaint that comes
  to them
• Always remember the importance of teamwork and
  service to co-workers
• Communicate guest problems to staff and
  management
• Take responsibility for your own behavior
• Do not fear making mistakes, as long as you are
  trying to do your job better

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Seven Service-Minded Management Attitudes

• I will support front line employees, not try to
  control them.
• I believe every employee wants to do the best job
  possible.
• Employees attitudes and feelings affect their
  performance my supervision can affect those
  attitudes and feelings.
• I will give positive feedback as often as
  possible.

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Seven Service-Minded Management Attitudes (cont)

• 5. When I need to give negative feedback I will
  refer to facts not to people.
• 6. I will listen to employees ideas and give
  them full credit for their contributions.
• 7. I will give my colleagues respect. I will
  treat them as they want to be treated.