2015 1st Qtr Cruising Magazine

An

experience like nowhere else.

Atlantis holds a lifetime of spectacular memories. Only at Dolphin Cay can you get up close to playful dolphins and interact with friendly sea lions. Snorkel the Ruins or glide alongside sleek stingrays. At Aquaventure, one of the world’s largest and most amazing water parks, every day is filled with non-stop fun, thrills and adventure. Continue the rush at Atlantis Casino.

Place your bets at the Caribbean’s grandest gaming destination.

To learn more about these exciting programs, please visit our cruise partners’ websites: Carnival Cruise Lines, Disney Cruise Lines, MSC Cruise Lines, Norwegian Cruise Lines or Royal Caribbean International.

Or to begin offering these Atlantis Excursions through your cruise line, please contact PID-discoveratlantisoperations@atlantisparadise.com.

Atlantis. There’s no such thing as too much amazing.

Download our FREE app at atlantis.com/app.

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traveler review

COBBLESTONED CULTURE AND CONTENTMENT katie528, Massachusetts

Old San Juan Old San Juan is a feast for the eyes.

And if you want a feast before or after walking the cobblestoned streets, look no further than the local eateries tucked away on many of the side streets.

A MUST SEE ON ANY PUERTO RICO TRIP ITINERARY!

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By land or by sea.

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A GREAT CRUISE STARTS WITH A GREAT PORT. OR FOUR. Head toward a cruise destination both you and your passengers will appreciate.

The four ports of the U.S. Virgin Islands offer well-established cruise destinations with newly renovated and fully appointed facilities. Plus, our white sand beaches, turquoise waters and picturesque towns offer all the island experiences your passengers are looking for. For more information on the ports of the U.S. Virgin Islands, visit www.viport.com and www.wico-vi.com.

800.372.USVI

Š2015 U.S. Virgin Islands Department of Tourism

FLORIDACARIBBEAN CRUISE ASSOCIATION

CRUISING

THE FLORIDA-CARIBBEAN CRUISE ASSOCIATION MAGAZINE First Quarter 2015

Executive Committee

Cover Image

Micky Arison FCCA Chairman, Chairman Carnival Corporation

25 The Cruise Industry’s Global Reach and Its Impact on the Caribbean Market

Karl L. Holz President Disney Cruise Line

29 How Destinations Can Realize Growth by Working Proactively with the Cruise Industry

By David Candib, Vice President, Development & Operations, Carnival Corporation

Richard E. Sasso President & CEO MSC Cruises (USA) Inc.

Cover photo: Cozumel, Mexico

Adam Goldstein President & COO Royal Caribbean Cruises Ltd.

FCCA Staff Omari Breakenridge Director, Communications & Design Terri Cannici Vice President, Operations Adam Ceserano Senior Vice President Carlos Santamarina Director, Membership Events & Programs Jessica Lalama Executive Assistant Raquel Nales Administrative Assistant

Spotlight

34 Cruise Industry’s Changing of the Guard: New and Known Faces Take the Helm of Cruise Brands and Operators

Departments 9

President’s Letter

12 Cruise Industry News & Platinum Highlights

46 Cozumel to Display Mexico’s Cruise Tourism Resurgence as Host of the 22nd Annual FCCA Conference & Trade Show

62 Faces in the Industry 64 Meetings with the FCCA

56 U.S. Virgin Islands Offers Something for Every Cruiser

By Beverly Nicholson-Doty, Commissioner of Tourism, United States Virgin Islands

Features 38

FCCA Plus Cruise Shipping Miami Equals Opportunities for Success

40

St. Maarten Drives Success at Largest-Ever FCCA Conference & Trade Show

42

Cruise Line Executives and Platinum Members Gather for Meetings, Business Opportunities and Family Fun on 2015 FCCA PAMAC Cruise Summit

Justin Paige Manager, Communications, Research & Marketing

50

Martinique Cruising to Success with FCCA

52

How to Work with the Cruise Industry: The ABCs of the FCCA

Michele M. Paige President

54

El Salvador to Display Its and Central America’s Cruise Tourism Opportunities

Florida-Caribbean Cruise Association (FCCA) 11200 Pines Blvd., Suite 201, Pembroke Pines, FL 33026 Phone: (954) 441-8881 • Fax: (954) 441-3171 Website: www.f-cca.com • E-mail: info@f-cca.com Cruising Magazine © 2015 ~ All Rights Reserved.

Reproduction in whole or in part, in any form, electronic or otherwise, without written permission of the FCCA is prohibited.

58

To subscribe or change your address, please send requests to info@f-cca.com

during FCCA Central America Cruise Summit What Are Your Tour Guides Really Doing on Tour?

FCCA Member Lines AIDA Cruises • Azamara Club Cruises • Carnival Cruise Line • Celebrity Cruises Costa Cruises • Croisières de France • Cunard Line • Disney Cruise Line • Holland America Line MSC Cruises (USA) Inc. • Norwegian Cruise Line • Oceania Cruises • P&O Cruises • Princess Cruises Pullmantur Cruises • Regent Seven Seas Cruises • Royal Caribbean International • Seabourn • TUI Cruises The information in this publication is provided "as is." FCCA and its Member Lines disclaim all representations and warranties, expressed or implied, with respect to any information, services, products and materials contained herein. FCCA and its Member Lines will in no event be liable for any damage or losses as a result of your use of this publication.

First Quarter 2015 • Cruising Magazine 7

President’s Letter "The farther backward you can look, the farther forward you are likely to see." –Winston Churchill We often start a new year by thinking how to renew or change ourselves.

The fresh calendar’s blank slate sometimes forces us to focus on past faults and errors as we consider resolutions, or perhaps ripping up old calendars and only looking forward. But we must use our past as a foundation and build onto it.

Michele with Fredy Marrufo Martín, Mayor of Cozumel, Mexico and Carlos Torres de Navarra, Vice President, Commercial Port Operations for Carnival Cruise Line

Surely, preparation for the future is important, but even this requires at least a glance at the past. We look to our experience and knowledge when progressing or expanding, and we use our current relationships and contacts to form new ones or assist with future ventures.

This is exactly what the FCCA aids through all of its functions, especially the membership programs and plentiful events, some of which this issue of Cruising highlights. The PAMAC Cruise Summit article recaps one of our private annual events that gather Platinum Members with cruise executives to discuss business in an engaging environment; a spotlight on the FCCA’s affiliation with UBM Live and offerings at Cruise Shipping Miami showcases opportunities available to anyone reading this magazine on the trade show floor; José Napoleon Duarte Durán, El Salvador’s minister of tourism, explains what the FCCA Central America Cruise Summit means for El Salvador, attendees and the region; Aquila’s Center for Cruise Excellence discusses the benefits of their tour guide training program developed in partnership with the FCCA; and other articles explain how the FCCA can positively impact your cruise industry business by putting you on a direct line to the most important decision makers in the industry.

And some of those decision makers are featured, including David Candib, vice president of development and operations for Carnival Corporation, who informs of the cruise industry’s growth opportunities and how destinations can actualize them.

FCCA Platinum Members’ continued advancement are also displayed, giving successful examples of their preparations for the future and constant movement in this dynamic industry, such as Martinique discussing their establishment as a prominent cruise destination; Beverly Nicholson, commissioner of tourism for the U.S. Virgin Islands, highlighting their offerings for every cruiser; and a focus on Mexico’s cruise tourism resurgence and Cozumel’s role as host for our 22nd annual FCCA Conference & Trade Show, taking place October 6-9, 2015.

The future of the Caribbean and the cruise industry are also studied through my own piece about the potential interplay between the Caribbean and global cruising markets, along with an article breaking down the wave of new presidents, CEOs and chairmen for cruise brands and operators.

This edition of Cruising will hopefully provide inspiration for your own future, and I urge you to find ways to start driving forward with the rear-view mirror set. Of course, the FCCA offers vehicles for this progression, and you can see them in motion and learn how we can travel together during any of our events.

May your year ahead sail smoothly.

Respectfully yours,

Michele M. Paige President FCCA First Quarter 2015 • Cruising Magazine 9

Cruise Industry News & Platinum Highlights Port Canaveral’s New “Smart” Terminal One

and get autographs from Houston Texans two-time Pro Bowl player Chris Myers. The kids, ages 10-14, submitted essays describing where they would like to visit on a cruise, and answers ranged from the Taj Mahal to the Eiffel Tower.

Carnival’s Largest and Most Innovative Ship to Operate Yearround Caribbean Cruises from Miami

Port Canaveral has utilized technology’s life-enhancing connectivity to develop a “smart” terminal that can move cruise passengers from their vehicles to their ships in eight minutes, a timeframe made possible by automated parking and baggage processing, along with precheck-in. Not solely focused on speed, the terminal was also designed to make the guest experience pleasant, with a modern, airy, light-filled interior with numerous porthole-like windows and relaxing ocean colors. Plus over 200 video monitors support video signage and an entertainment system.

Princess Cruises and Houston Texans Team Up for First-Ever Jr. Training Camp@Sea

PortMiami will be the year-round homeport for Carnival Cruise Line’s largest and most innovative ship to date—the 133,500-ton Carnival Vista with groundbreaking features like a suspended open-air cycling experience and the first onboard IMAX Theatre— beginning in December 2016. Carnival Vista’s PortMiami schedule includes year-round six- and eight-day cruises, along with specialty sailings. Six-day cruises feature Ocho Rios, Grand Cayman and Cozumel; a mix of eightday itineraries include Aruba, Curacao, Bonaire, Grand Turk, San Juan, St. Kitts, St. Maarten and La Romana; and a combination of one-time voyages call Amber Cove, Grand Turk, Belize, San Juan, St. Thomas and Cozumel.

Carnival Triumph Makes Inaugural Call to Dominica

tain aboard the ship, and a local steel pan ensemble provided shore side entertainment during the festivities. “We are excited to welcome Carnival Triumph, its passengers and crew,” said Colin Piper, Dominica’s director of tourism.

“The relationship between Carnival Cruise Lines and Dominica began in 1989, and we are pleased to build on this long-standing partnership.”

Cruise visitors to Dominica can register for the Return & Win program at the Tourism Information Office. For additional information, log on to www.DiscoverDominica.com/Returnan dWin or call 1-866-522-4057.

Record-breaking Numbers for Belize in 2014 Belize saw record-breaking tourist arrivals in 2014. By October 2014, Belize handled over one million visitors, including overnight and cruise passenger arrivals. At the end of the year, the number of overnight visitors exceeded 300,000, and cruise passenger arrivals surpassed 900,000 for the first time in the nation’s history. Belize’s nine percent increase in overnight arrivals bettered the Caribbean region’s five percent increase, and cruise passenger arrivals represented a staggering 43 percent increase.

Puerto Plata Prepares for Cruise Tourism

Princess Cruises and the Houston Texans recently hosted a group of local Boys & Girls Club youth for a first-ever “Junior Training Camp at Sea” aboard the Emerald Princess at the Port of Houston Authority’s Bayport Cruise Terminal. The event gave 20 kids the experience of being aboard a cruise ship, as well as the opportunity to meet 12 Cruising Magazine • First Quarter 2015

Carnival Triumph made its inaugural call to Dominica in February. To commemorate the occasion, government officials and tourism stakeholders exchanged plaques with the ship’s cap-

Amber Cove Cruise Terminal is getting ready to receive its first cruise arrivals this fall. For this purpose, the Chamber

Cruise Industry News & Platinum Highlights of Commerce and the tourist cluster are working hand-in-hand with the local authorities to educate the service providers so they meet the requirements for service excellence. As such, the Tourist Bureau of Security recently provided a workshop for tour guides of Puerto Plata’s historical sites, with 50 members of the Tour Guide Association participating. Through these and other efforts, the destination will be prepared to meet and exceed guest satisfaction.

A 4-D Immersion into Francis Drake’s Invasion of Santo Domingo

In Costa Maya, cruisers venture to the gateway of an unknown world—the service station in the middle of nowhere, with a couple locals under the shade of eaves of an austere building with the patina of passing time, protecting themselves from the midday sun and blaring a radio with tropical rhythms. This surrealist picture turns into an oasis in the midst of solitude and adventure in Costa Maya.

Explora Caribe Tours: Doorway to Mexican Culture

turquoise, crystal-clear Caribbean waters, you will find probably Jimmy Buffett´s best location yet, offering a stunning view, great food, amazing cocktails and free snorkeling. Part of the international phenomenon started by the famous US singer-songwriter, it features a large dining area, an excellent variety of live sports broadcasting and plenty to see and do, including swimming and snorkeling.

Margaritaville is only a 10-minute ride from any cruise pier and walking distance from Punta Langosta Pier.

API Sonora Receives Positive Results for Cruise Industry Development

Cruisers docking at Sans Souci in Santo Domingo, Dominican Republic can dive into a 4-D retelling of the capital’s history. The Colonial Gate 4-D Cinema will bring you back to 1586 and put you in the middle of Francis Drake’s invasion of the “Walled City,” dodging cannon balls, avoiding sword strikes and feeling the heat while the city burns.

Participants can listen in their own language, with simultaneous translations in Spanish, English, French, German, Russian, Italian, Portuguese, Mandarin and Japanese. The theater will be located in the heart of Santo Domingo, in the corner of Isabel La Catolica and Padre Billini streets. Bookings will be exclusively through Sans Soucí Ports.

Explora Caribe Tours has opened Mexico's culture to the world. On the Living History Tour, guests visit a Mayan Village and see traditional, thatched-roof Mayan houses, medicinal gardens, cooking techniques and ceremonies while learning about the myths, histories and beliefs of the Mayan world. Guests also visit a tequila estate, where they learn the history of tequila and process, as well as sampling different flavors.

Jimmy Buffett’s Margaritaville Cozumel: A Complete Experience

API Sonora received the results of EB Turismo’s in-depth study and research about the homeport project in Puerto Peñasco. The study covers law and regulations relevant to the cruise industry, such as navigation, ports, customs, health, migration, and environment protection and ecology, and analyzes permits and authorizations required for the homeport to operate. The study concludes that there is a compatibility between those and cruise industry development in the area. A copy of the complete study can be obtained from the Minister of Tourism of Sonora, Javier Tapia Camou.

Costa Maya: The Last Frontier An Attractive Season Guadeloupe Archipelago On the island of Cozumel, over the

for

the

Guadeloupe is an archipelago made of five islands: Basse-Terre, GrandeFirst Quarter 2015 • Cruising Magazine 13

Cruise Industry News & Platinum Highlights Terre, Marie-Galante, Les Saintes and La Désirade. Each is different and offers a range of activities, from hiking trails and waterfalls to beaches and water sports. Throughout the recent years, the destinations have undergone improvement projects to further satisfy visitors and cruise companies.

Guadeloupe’s 2014-2015 cruise season proved these efforts successful, as the 140 stops—with 71 double and three triple stops—doubled the previous season. Guadeloupe Tourism Island Board and other partners are working to make this season even better.

lion vacation days unused, according to 2013 Expedia.com Vacation Deprivation Study—a reprieve from vacation deprivation. Their message: You NEED some time away; take a cruise to Costa Rica.

Bordered on the east by the Caribbean Sea and the west by the Pacific Ocean, Costa Rica’s ports of calls distinguish themselves for the wide variety of excursions available that highlight the country’s wildlife and conservation efforts.

Learn more about the campaign at www.savetheamericans.org.

up the sun and sampling local cuisine.

Many dive sites are just a few minutes from the shore, making it convenient and hassle-free to view the colorful reefs, scour vast shipwrecks and marvel at the world’s first underwater sculpture park in Moliniere Bay. Whale watching and sportfishing also have to be on the to-do list for your time in Grenada.

Two British Virgin Islands Tour Operators Awarded International Tour Guide Certification

Cartagena de Indias Cruise Ship Terminal at Cruise Shipping Miami

Cox & Company Limited Awarded

by Princess Cruises

On January 22, 2015, Princess Cruises awarded Cox and Company Limited with the High Volume Tour of the 20132014 season for “Sulphur Springs, the Pitons and Scenic Cruise & Lunch.”

Cox and Company Limited has consistently won this award over the last six years by continuing to ensure the high quality, customer service, safety and enjoyment for passengers.

Cartagena de Indias Cruise Ship terminal is participating in Cruise Shipping Miami through an alliance with ProColombia to target the 11,000 attendees and promote the terminal’s services, upcoming projects, and new facilities.

One of these, an additional berthing position, will expand the current capacity.

Visit our booth, #1095, and discover what the port and city have to offer.

Exciting Water-based Activities in Grenada

Costa Rica Tosses Life Preserver to Overworked Americans

Costa Rica is determined to give Americans—who leave over 500 mil14 Cruising Magazine • First Quarter 2015

The many water-based activities in Grenada offer something for every water-lover. Within a few hours, you can sail to nearby islets while soaking

Dorcas D. Fahie and Darrel M. Fahie, two tour operators in the British Virgin Islands, joined the ranks of Internationally Certified Tour Guides (ICTG) after successful completion of Aquila’s Center for Cruise Excellence training program on Tuesday, February 2, 2015. Aquila Tour Guides learn the necessary skills to lead excellent shore excursions. Hon. Mark Vanterpool, minister of communications and works, presented Dorcas and Darrel with their International Tour Guide Certification.

Stericycle’s Sustainable Maritime Solutions Celebrates a Successful 2014 2014 was a very busy year for Stericycle’s Sustainable Maritime Solutions Team as they drive maritime sustainability efforts. With NAMEPA and OMI recognition in October and the recent Lloyd’s Environmental Innovation Award, this service offering is truly a SAVE OUR SEAS effort. Our expertise in maritime waste segregation meets customers’ needs. Sustainable Maritime Solutions is recognized as a

Cruise Industry News & Platinum Highlights global solution in managing maritime waste and assuring its accomplishment in a compliant sustainable manner.

Balmoral Island: Paradise on Earth

cargo consolidation and state-of-the-art facilities in select seaside ports.

Aruba Ports Authority Looks Back at Positive 2014

“We’re honored to receive this marvelous recognition from Carnival Cruise Line, and thank them for acknowledging our company’s day-to-day efforts on behalf of all of their tour guests,” said John, Judy and Adam Reeve, owners of Cruise Ship Excursions.

Chukka’s Recognition Quality and Satisfaction

Balmoral Island will make you experience paradise on earth. Come visit us at www.balmoralisland.com Tropical Shipping: Serving The Bahamas and Caribbean

Tropical Shipping’s relationship with its Caribbean neighbors is deep and lasting, built on leadership, trust, responsiveness and good corporate citizenship. For over 50 years, Tropical has provided the fastest, most reliable transportation and logistics services to The Bahamas and Caribbean. Our customers transport everything imaginable, and we handle it all, from small packages to millions of tons of grocery products and building materials. From Canada to Guyana, Tropical Shipping meets customers’ freight-shipping needs with full service cargo logistics, including refrigerated cargo transport, less-than-container-load warehousing,

Not only did 2014 mark the start of Aruba Ports Authority’s $62 million dollar project for the Multi-Cargo Sea Terminal at Barcadera, but it also showed changes in the cruise industry.

The port saw a sharp increase during the off-season months—May, July, August, and September—and experienced a 27 percent rise during the “summer season”—May-September— from 2013 to 2014. The monthly average rose to 29,746 passengers, driven by higher occupancy levels on Pullmantur’s Monarch and additional calls from larger ships from Carnival Cruise Line. The port also experienced development in new markets, with approximately 22 percent of passengers originating from South America.

Cruise Ship Excursions Inc. Receives Carnival Cruise Line’s First Annual 2014 Tour Operator Award In recognition of outstanding service, Carnival Cruise Line has awarded St. Thomas-based CRUISE SHIP EXCURSIONS INC. their first annual “Caribbean’s Leading Tour Operator” award for 2014. This award—based on the company’s overall performance, first-class customer service, most innovative tours and best ratings and quality—recognizes Cruise Ship Excursions’ position as the leading provider of exceptional shore excursions in the Caribbean.

Assures

Chukka continues to be recognized for its outstanding service, top-notch tour quality, and overall excellence. Four times in the last five years, Chukka has received the Porthole Cruise Magazine Editor-inChief Award for Best Caribbean Tour Operator, and the Belizean team has also received awards from Princess Cruises as the best in Belize. Why does that matter?

Because working with a recognized leader in the industry assures quality control and satisfaction for your client.

Chukka now operates over 70 tours in Jamaica, Belize, and Turks & Caicos.

To learn more about Chukka, visit chukka.com Bonaire Celebrates Inaugural Visit of Carnival Cruise Line This year, Bonaire welcomed the Carnival Liberty to port Kralendijk, officially marking the cruise line’s first visit of Bonaire. Passengers and crew were treated to a taste of Bonaire at a ceremony hosted by Tourism Corporation Bonaire. Governor Mr. Edison Rijna and an official delegation presented plaques, Ambassador Medals and the Bonairen flag to the captain and his officers to commemorate the occasion. The event First Quarter 2015 • Cruising Magazine 15

Cruise Industry News & Platinum Highlights highlighted Bonairean culture, from entertainment to arts and crafts, displaying the warmth and genuine hospitality that Bonaire shares with all its visitors.

“Once a visitor, always a friend.”

Dolphin Cove Adds Exciting Activities

New

GOOSE vodka. Available now onboard Carnival Cruise Lines, Norwegian Cruise Line and Celebrity Cruises.

From CBC Radio Canada

and

Dolphin Cove continues to enhance their world-class product with the addition of new and exciting activities.

Dolphin Cove in Ocho Rios has recently added a 200ft water slide to their attractions, scheduled to open by midMarch, 2015. This follows in the wake of Dolphin Cove’s successful opening of the only dolphin night show in a natural lagoon in the Caribbean Sea and a hilarious shark show performed by Dolphin Cove’s pirates. Guests enjoy cocktails and hor’sdeuvres while watching dolphins, sharks and pirates under the stars and continue the fun at a boardwalk after-party.

Cruises and Grey Goose VX: A Perfect Blend Many will say that cruise vacations and a classic vodka martini make perfect partners. For the ultimate luxury twist, order yours with new GREY GOOSE VX, a ‘vodka exceptionelle’ created by the marriage of GREY GOOSE vodka with drops of precious Cognac using grapes drawn exclusively from the Grande Champagne cru in France. GREY GOOSE VX captures the aromatic notes of a precious cognac, bringing its delicate essence of orchard fruits, plum, apricot and mild flavors of wild honey to the remarkable character of GREY 16 Cruising Magazine • First Quarter 2015

"The unstoppable rise of the cruise ship industry” was one thing helping the Port of Halifax weather the recession. In 2013, the most recent year studied, the Port of Halifax was generating $1.66 billion to the Nova Scotia economy. That's 5% ahead of where it was in 2007 before the downturn. Cruise ship traffic was a small part of overall revenues, but it is one of the most dramatic changes during that time, up nearly 50% in steady yearover-year increases.

ing cruise terminals and ports worldwide. In 2014, B&A delivered two new terminals currently generating additional cruise traffic to the Caribbean: Royal Caribbean International’s Cape Liberty Cruise Terminal in Bayonne, NJ built to accommodate Quantum of the Seas and Terminal 4 in Fort Lauderdale, the latest addition at Port Everglades that will handle larger cruise vessels once the slip extension is completed in late 2015. These state-of-the-art facilities boast not only sustainable design, but also modernized systems that significantly reduce shore-to-ship processing times. Bermello Ajamil & Partners is working to efficiently move more cruise passengers worldwide.

PPI Group Awarded Contract for Holland America Line’s Mariner Magazine

"It doesn't seem to matter what you throw at the cruise industry, it just keeps on going," said Dennis Campbell, CEO of Ambassatours and Murphy's Cable Wharf.

"Our proximity to New York, in particular, is very much to our advantage," Campbell said. Some passengers have told him it can be more cost effective to cruise to Canada for a week in the heat of summer than to stay home."

Bermello Ajamil & Partners Delivers Two New Cruise Terminals in 2014

Bermello Ajamil & Partners’ Ports and Maritime Division is the world’s premier maritime design practice, reinvent-

PPI Group has been awarded the contract to publish Holland America Line’s Mariner magazine, a publication for members of the line’s rewards program, the Mariner Society. The magazine joins PPI Group’s roster of titles, which includes Compass, Holland America Line’s in-stateroom publication.

Mariner will feature editorial and photography geared to the interests of the line’s experienced travelers and its global itineraries, along with company news and information, opportunities for guest interaction, and advertising geared to the line’s sophisticated demographic. It will be mailed to the line’s top-tier Mariner Society members in the United States and Canada.

Subsequent issues will add Australia, The Netherlands, and UK distribution.

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Cruise Industry News & Platinum Highlights Micky Arison Named Chairman of the FloridaCaribbean Cruise Association ation increased its Platinum Membership program 30 percent; added four new Member Lines; and further developed relationships and operations in FCCA’s partner destinations.

Geoffrey Chaucer once pointed out that everything sees an end—an observation that morphed into the common proverb that all good things come to an end.

Popular and appropriate throughout the ages, this saying becomes increasingly applicable after Kevin Sheehan’s step down as president and CEO of Norwegian Cruise Line Holdings Ltd. and chairman of the Florida-Caribbean Cruise Association (FCCA).

He provided a number of good things for both. After joining Norwegian as CFO in 2007 and becoming CEO in late 2008, he steered the company to a financial turnaround, posting a profit in 2009—its first in four years. In addition to successfully taking the company public in 2013, he oversaw the launch of a new class of ships, turning Norwegian into the third-largest cruise brand boasting a name synonymous with Freestyle Cruising, known for its numerous offerings of restaurants and onboard activities.

He also spearheaded the acquisition of Prestige Cruises International, Inc.— along with its brands of Oceania Cruises and Regent Seven Seas Cruises—and turned Norwegian into the world’s third-largest cruise operator with a portfolio of brands spanning all of the cruise industry’s markets.

All of that surely kept Sheehan busy, but he still made time to improve and grow the FCCA. Under his direction and unwavering dedication, the associ-

20 Cruising Magazine • First Quarter 2015

“Kevin helped put the FCCA and its partners on track for growth,” said Michele Paige, president of the FCCA. “I cannot thank him enough for his constant support, input, participation and information.”

An end to a good thing, indeed, but another popular proverb tells that every end leads to a new beginning. In this case, that beginning has proven tried and true, as Micky Arison again takes the helm. Arison, who served as FCCA Chairman for a decade before Sheehan took the reins, previously benefitted the Association’s operations through his experience in and knowledge of the industry and the FCCA’s region—the Caribbean and Latin America.

“Micky served as chairman for 10 years and knows the importance of keeping a constant dialogue between the cruise lines and destinations to achieve mutually beneficial arrangements,” said Paige.

“His wealth of knowledge about the industry and destinations will lead the way to successful operations for both.”

Arison’s experience and knowledge comes from growing up in the cruise business and spending nearly two decades learning it from the ground up.

He followed his education with a twoyear stint in Carnival Cruise Lines’ sales department; became reservations manager in 1974; and assumed the post of vice president of passenger traffic in 1976.

After his appointment as president of Carnival in 1979 and more than a

decade of successful operations, the Carnival Corporation & plc board of directors named him chairman and CEO in 1990. That role split last year, with Arison continuing as chairman and Arnold Donald, longtime board member, named CEO. His understanding of all facets of the industry, along with leading Carnival Corporation to become the world’s largest travel and leisure company with its world-leading capacity and industryleading market share in the FCCA’s region, are crucial to supporting the FCCA’s efforts of helping destinations’ private and public sectors to maximize cruise tourism’s impact and compete in the industry’s global market.

“My past tenure showed the significance of the FCCA uniting key players from its Member Lines to discuss operations within the Caribbean and Latin America, and I look forward to continuing this role, which has become even more important as cruise lines continue to expand their capacities and markets,” told Arison.

Arison will lead these discussions during FCCA meetings and events, where he will be on-hand to offer his input and interact with the FCCA’s members and destination partners.

In all, his efforts will further advance the FCCA’s purposes: discussing cruise industry issues; building bilateral relationships with FCCA’s partner destinations’ private and public sectors; maximizing cruise passenger, cruise line and cruise line employee spending; and enhancing the destination experience and amount of cruise passengers returning as stay-over visitors.

Cruise Industry News & Platinum Highlights FCCA Operations Committee Appoints Russell Daya as Chairman

The FCCA recently announced the appointment of its new FCCA Operations Committee Chairman— Russell Daya, director, global port operations & developments and itinerary planning, Disney Cruise Line.

“I am very excited to assume the role of chairman of the FCCA Operations Committee and am looking forward to continuing to build upon the successes the group has already achieved,” said Daya. “In the coming year, we will be focused on becoming even more efficient and nimble as an association, building on our strong relationships with destination ports and our FCCA members, and representing the industry in a manner that keeps the organization effective and relevant.”

“I’m honored to pass the torch to Russell,” told Colin Murphy, senior vice president, destination & port operations, Norwegian Cruise Line, and

past-chairman of the FCCA Operations Committee. “Serving as chairman the last two years awarded numerous opportunities to collaborate with the Committee and cruise tourism stakeholders in order to improve synergy between the cruise industry and FCCA destination partners. Russell’s input shows he can effectively lead the Committee, and I look forward to continue working with him and the Committee to fulfill our goals.”

Daya constantly proves his unwavering dedication to the Committee and FCCA’s Platinum Members and partner destinations through his invaluable interaction, participation, information and assistance at FCCA meetings and events. These efforts exhibit his commitment to the Committee’s functions: discussing cruise industry issues, such as tourism development, ports, safety and security; fostering an understanding of the industry and its practices; building bilateral relationships with FCCA’s partner destinations’ private and public sectors; maximizing cruise passenger, cruise line and cruise line employee spending; and enhancing the destination experience and amount of cruise passengers returning as stay-over visitors.

His wealth of experience and knowledge applies to all of these goals. In both his Disney Cruise Line and FCCA Operations Committee roles, he provides direction and support for port and security operations; maintains and develops government and port relationships; and works with port developments and itinerary planning.

Daya joined Disney Cruise Line in 1998 as the manager of marine operations. From 2002 to 2003, he served as staff captain onboard Disney Magic and Disney Wonder and recently spent five years in the DCL, UK office as part of the executive team.

Prior to Disney Cruise Line, he served for seven years as a captain for Stena Line Cruise Ferries on various European continental routes as part of his 37 years of maritime experience.

A member of the Nautical Institute, a group dedicated to promoting and coordinating nautical studies and safety worldwide, he continually shows his commitment to optimizing the industry’s operations.

First Quarter 2015 • Cruising Magazine 21

Cruise Industry News & Platinum Highlights Board of Directors of Norwegian Cruise Line Holdings Appoints Frank Del Rio as President and CEO

Norwegian Cruise Line Holdings Ltd. recently announced that its Board of Directors has named Frank Del Rio as President and Chief Executive Officer.

Mr. Del Rio succeeds Kevin Sheehan, who has decided to leave the Company.

Mr. Del Rio is the Chief Executive Officer of Prestige Cruises International, Inc. ("Prestige"), which was acquired by Norwegian in November 2014. Mr. Del Rio, a co-founder of Oceania Cruises, Inc., a subsidiary of Prestige, has more than 20 years of experience in the cruise industry.

"Frank Del Rio has established himself as a leader and innovator in our industry," said Steve Martinez, member of Norwegian's Board of Directors.

"Norwegian is poised for continued growth and we are delighted to have Frank lead our team during the next phase of the company's evolution. We also thank Kevin Sheehan for his service to the company. Kevin has built Norwegian into the highly successful company it is today - a company that has reported 25 consecutive quarters of growth in trailing twelve month Adjusted EBITDA coupled with consistent margin improvement. Most recently, Kevin was integral to the Prestige acquisition, assembling a diversified portfolio of brands that spans all market segments in the cruise industry, which we believe puts the company in a strong position for the future."

"It has been a privilege to lead Norwegian over the last seven years. I am proud of what we have accomplished, and take comfort in the knowledge that I am leaving the company much healthier and stronger than when

I joined. With the company set for success, I hand the baton off to Frank, a proven leader in the cruise industry," said Mr. Sheehan.

"I am excited to begin this new chapter in my long career in the cruise industry," said Mr. Del Rio. "I am blessed with a great team at Norwegian, and I am confident that together we can help our company continue to realize great things."

Frank Del Rio has served as Chief Executive Officer of Prestige or its predecessor since April 2007. Prestige, a subsidiary of Norwegian, is a global cruise line operator in the upscale cruise segment. Prestige operates two upscale cruise brands, Oceania Cruises and Regent Seven Seas Cruises, which operate in over 300 ports around the globe. Mr. Del Rio holds a B.S. in Accounting from the University of Florida and is a Certified Public Accountant (inactive license).

Marie McKenzie Takes On Newly Created Global Destinations Service and Sourcing Role for Carnival Corporation

Last month, Carnival Corporation named Marie McKenzie as vice president of global destinations service and sourcing, a new role and function for the world’s largest cruise company, with a focus on continuing to provide great shore excursion and port experiences for guests sailing on its nine global brands.

22 Cruising Magazine • First Quarter 2015

As part of this new function, McKenzie will lead a team of brand experts who will assume responsibility for geographical regions on behalf of all nine brands, while also maintaining their reporting lines into the leadership structure of their respective brand. Together, they will coordinate and manage processes and relationships with tour operators and port services officials around the globe to deliver the best possible tour excursion and port experiences for the nearly 11 million guests who sail

every year on the company’s 100 ships visiting ports across the globe.

“We are excited to have Marie take on this new role, and with her proven track record in her past 19 years at Carnival, we know she will lead this team to great success,” said Alan Buckelew, chief operations officer for Carnival Corporation. “Having had global responsibilities in her previous role and partnering with the global strategy team, we know she will bring to this

Cruise Industry News & Platinum Highlights new role extensive knowledge of our operating companies and a deep understanding of our overall vision to work together across our nine brands to consistently exceed guest expectations.”

Working closely together, McKenzie and the team of experts from the company’s brands will focus on leveraging Carnival Corporation’s collective scale and expertise to continue providing unique and exciting shore excursions and port experiences as part of the company’s goal to consistently exceed guest expectations.

This role will be especially important in the Caribbean—the world’s largest cruising market, representing more than 35 percent of the global cruise business—because it will provide passengers sailing in the region with increasingly exciting and diverse options while in port. More than 60 percent of cruisers are repeat passengers, and providing robust port offerings and great excursion opportunities helps keep the experience fresh and engaging for them.

“Every year millions of guests go on a cruise on a ship operated by our nine global brands, and we work hard to make sure they enjoy the shore excursions and ports along their journey and ultimately have a great vacation experience,” said McKenzie. “I’m excited to take on this new role and continue to build on the deep local expertise of our tour and port facility partners, both large and small, who offer a wide range of options and overall experience for our guests across the more than 700 ports we visit worldwide.”

Commenting on the critical role played by the Caribbean and Latin America in the global cruise industry, McKenzie added: “Being from Jamaica, it is especially rewarding for me to get the chance to work with so many great

“Being from Jamaica, it is especially rewarding…to work with so many great communities in the Caribbean and Latin America to help them share their proud heritages and amazing experiences with our guests.” communities in the Caribbean and Latin America to help them share their proud heritages and amazing experiences with our guests. There is so much to see and do in that part of the world, and so much rich history to explore, so we want to continue building excitement around all the amazing port and shore opportunities for our guests in the cruise industry’s most visited region.”

McKenzie will report to Josh Leibowitz, chief strategy officer for Carnival Corporation.

“Our brands already work with local tour operators and port facility officials to make sure we provide a positive experience and great portfolio of popular shore excursions that consistently earn high satisfaction marks from our guests,” said Leibowitz.

“With our new process our tour operators and port facility partners will now have an opportunity to participate in offering services for all nine of our brands. Most importantly, by leveraging the collective expertise of our brands, tour operators and port facility partners, we can continue to offer our guests popular and unique shore excursions and safe and positive port experiences. And in some cases, we will use our collective creativity to develop exciting new excursions, or new twists to already popular excursions.”

McKenzie previously served as vice president of financial planning and

analysis, where she played an integral part in interpreting and engaging all nine brands to prepare the company’s executive team for the quarterly earnings guidance and position the overall strategy and financial direction of the company. She also led the process of capturing, consolidating and analyzing data from the nine brands, as well as the corporation’s annual planning process that was key to the execution of the company’s overall long-term strategy.

McKenzie, who started her career with Carnival Corporation in 1996, has held a number of roles of increasing responsibility. This included her time with and various leadership roles for the Carnival Cruise Line brand, including vice president of fleet accounting, where she led a team of nearly 200 people working closely with the shipboard operations team to support the overall onboard guest experience.

McKenzie started her career with Arthur Andersen LLP in Washington, D.C., in 1992. Originally from Jamaica, West Indies, she is a graduate of Howard University, where she earned her bachelor’s degree in accounting. She also attended Florida International University and earned a master’s degree in international business.

McKenzie serves on the board of directors of the Make-A-Wish Foundation of Southern Florida and Honey Shine Inc.

First Quarter 2015 • Cruising Magazine 23

The Cruise Industry’s Global Reach and Its Impact on the Caribbean Market

By Michele M. Paige, President, Florida-Caribbean Cruise Association

O

ne of the cruise industry’s greatest benefits has always been the movability of its assets. This has let it maximize the most profitable and passenger-satisfying destinations, as well as avoid danger like hurricanes and civic unrest.

Lately, many of these profitable and passenger-satisfying destinations are located around the globe, with new and emerging markets seeing high yields, demand and ticket pricing, leading to rapid capacity growth like Asia’s expected 36 percent increase and the Mediterranean’s record year for 2015.

What does this mean for a market that has historically dominated the industry—the Caribbean? As Adam Goldstein, president and COO of Royal Caribbean Cruises, Ltd., addressed during the 2014 FCCA Conference and Trade Show, cruise tourism stakeholders now experience worldwide competition, and markets like Asia are rapidly

developing products to garner cruise tourism.

However, we at the FCCA focus on creating win/win scenarios. The industry’s growth is a positive development for all cruise tourism stakeholders.

Penetrating new markets leads to new cruisers and increased capacity. This bodes well for all cruising markets.

After all, cruisers are historically loyal; they begin to sample different cruise products, such as luxury liners, along with multiple destinations. Just as many North American cruisers first sail the Caribbean before taking a Mediterranean cruise, the Caribbean

can attract passengers from across the seas. The cruise industry’s global reach offers a chance for destinations to embrace part of the FCCA’s mission statement—to develop productive, bilateral partnerships.

Of course, this requires constant work.

The cruise industry shows that having a successful business model—such as the Caribbean’s sun, beach and sand—is never simply enough; innovation and differentiation are necessary.

Passengers want constantly new products, and cruise lines continuously develop new features that coincide with their brands—from Royal Caribbean International’s skydiving simulator to First Quarter 2015 • Cruising Magazine 25

Holland America Line’s onboard show kitchen that features celebrity chefs.

cent—of 2015’s global deployment capacity market share.

We work with the Caribbean to do the same, to create and renew products that become synonymous with a destination’s brand. St. Maarten’s bustling cityscape is different than St. Lucia’s lush landscape, and destinations must showcase their uniqueness and history in order to give passengers a reason to not just visit the Caribbean, but to sample specific destinations.

Plus cruise lines show their dedication to the Caribbean by numerous investments in infrastructure, including Norwegian Cruise Line’s recent port development in Belize; Royal Caribbean International’s investments in Falmouth, Jamaica and Roatan, Honduras; and Carnival Corporation’s port in Puerto Plata, Dominican Republic and announcement to develop a cruise destination in Haiti.

Cruise Tourism Organization’s Future Caribbean Cruise Travel Survey confirmed this importance in its findings that cruise passengers are more interested in destinations than ships, particularly valuing cultural heritage and culinary experiences.

It also noted that “[the] Caribbean’s ability to stimulate the required demand will be directly dependent upon its capacity to refresh and reinvent its tourism economies by effectively adapting to the ever-changing global environment, pushing the envelope, taking risks and launching innovations, which consistently deliver on changing consumer expectations.” And cruise lines call wherever there is demand.

The Caribbean certainly has its share of past and current success and demand, with the leading share—nearly 36 per-

26 Cruising Magazine • First Quarter 2015

Yet the Caribbean’s share of global deployment capacity market share decreased almost two percent from last year, correlating with Asia’s increase of more than two percent. So this may seem like a direct give and take, but how this ebb and flow affects a market like the Caribbean depends solely on the destinations’ actions.

If Caribbean destinations employ the cruise lines’ business model built on constant innovation and differentiation, their opportunities will grow exponentially. They will continue to drive heavy traffic, both new and past passengers, from the industry’s predominant North American market, along with sourcing freshly converted cruisers from the global markets.

They will also continue to benefit from the cruise lines’ constant drive to build

bigger and better ships—with six ocean-going vessels slated for delivery in 2015—that are often placed in the tried and tested Caribbean.

As always, the FCCA remains focused on this synergy and seeks to help destinations actualize the potential benefits from a stronger cruise industry. We do this by providing the knowledge and contacts to support the necessary development and innovation.

For example, our 22nd annual Cruise Conference & Trade Show will gather over 100 of our Member Line executives, presidents and CEOs to meet with about 1,000 tourism stakeholders during a four-day agenda of one-on-one meetings, workshops and social functions.

Taking place in Cozumel, Mexico from October 6-9, 2015, this event encapsulates the FCCA’s mission, presenting a chance for cruise tourism stakeholders to target cruise line decision makers, while also learning important information about the industry and how to maximize its impact, such as creating and sustaining successful shore excursions, as well as working with cruise lines to develop a cruise destination.

We invite anyone looking to establish or increase their cruise tourism business to join us in Cozumel or Cruise Shipping Miami booth #695 to see how we can help.

“If you want som ething fresh, authentic, an d uniqu e in the Ca rib bea n, you will fin d it all - Corali e in Ma rti nique !�

This year, immerse yourself in Martinican culture in our Cruise Village, discover our exciting excursions, and take in our spectacular natural landscapes. www.martiniquepro.org/cruise

Carnival Corporation used drones in monitoring the various stages of the port's construction progress an innovative development that is being used for the first time as part of the company's port development process. (Photo courtesy of Carnival Corporation)

How Destinations Can Realize Growth by Working Proactively with the Cruise Industry

By David Candib, Vice President, Development & Operations, Carnival Corporation

I

f anyone is wondering about the potential of major growth opportunities for the cruise industry and destinations, they only need to look at the global cruise industry’s order book.

After all, nearly 60 percent of cruisers today are repeat customers, meaning that if we can get travelers on a ship and exceed their expectations, there’s a very good chance they’ll go on another cruise.

The global cruise industry has 30 ships on order for delivery between February 2015 and October 2020 across all the companies, with an estimated total investment of nearly $24 billion, averaging about $800 million per ship. The industry’s investment in its fleets has elevated the cruise industry to be the fastest-growing category of the travel and leisure market – a category equivalent to about 7.2 percent of the leisure market annually since 1980.

If you consider that only 20 percent of North Americans have ever taken a cruise (and we’ve been around for over 40 years!) and that the penetration rate is dramatically less in Europe, Australia and Asia, you recognize why the industry is positive about its opportunity for growth.

These ship orders alone communicate the cruise industry’s confidence in the growth of cruising as a successful business. Since fewer than four percent of North Americans go on a cruise each year, much of our industry focuses on attracting new cruisers.

Hopefully you saw the Super Bowl commercial from Carnival Corporation, “Come Back To The Sea,” that signifies our commitment to change the perceptions of those who don’t believe cruising may be for them, while also enticing past guests to cruise again. As an industry, we continue to reach out to the media through various channels to keep them informed of our new ships, products and destinations

First Quarter 2015 • Cruising Magazine 29

to stay in the minds and conversations of people making vacation plans.

With cruising only representing about one percent of the vacation capacity compared to hotel rooms, you can understand we’ve only begun to uncover the opportunities.

As a destination, you may ask yourself how to tap into the cruise industry’s success and growth opportunities. It is important to have governments, local community and business groups, entrepreneurs and visionaries willing to work proactively with those of us in the cruise industry. You can also optimize offerings and communicate them to ensure you are a top choice when cruise lines are planning upcoming itineraries. You will find that top destinations have several keys to success: • Knowing the top priority is the continued safety of all who visit and live there • Looking for ways to constantly improve the guest and crew experience ashore • Reinvesting in the marine and shoreside infrastructure • Offering competitive pricing • Providing the ability to fit within existing itineraries So how would a destination either enter into or grow existing business to be considered a more strategic partner?

One way is to continue to meet with the key industry decision makers and personnel. Rest assured, there are many avenues to do so. The annual trade shows, including Cruise Shipping Miami, and association meetings, such as those offered by FCCA and CLIA, allow for direct dialogue and exchange of ideas while allowing destinations to keep their finger on the industry’s pulse.

Cruise lines are constantly looking at ways to optimize itineraries (whether for destination sequencing or fuel efficiency) and to refresh and engage the guest experience. Yet there may well be times when we are not aware of planned or already implemented changes and improvements in a destination that might make it a viable option for inclusion in itineraries. Because of this, it is critically important to keep cruise lines informed of any news and updates from the destination.

I recently participated in a panel discussion where Nancy Houley of the Quebec Port Authority provided great insight into the behind-the-scenes work that went into planning for a day when they were scheduled to receive six ships. The

30 Cruising Magazine • First Quarter 2015

preparation and work that went into making the day a success was quite insightful and shows the port’s dedication to working with all constituents as far out as needed, which in this case was close to a year ahead of the planned day.

Also on the panel that day was Cathy Kusuma of Cruise Planners, a leading travel agency. It was refreshing to hear of some research she did that noted that the destinations themselves are still a key factor when consumers are considering purchasing a cruise.

We also believe this to be true, which is one of the driving factors for us continuing to invest in new port destinations, such as Amber Cove, our newest Caribbean port on the north coast of the Dominican Republic, scheduled to open in October 2015. The media reaction has been positive for this new port, and we are optimistic that Amber Cover will become highly popular for our guests.

As an article published in the Charleston Post and Courier noted, Amber Cove gives cruisers a new, exciting destination and port to experience. This speaks to the importance of both renewing destination products and cruise lines and destinations collaborating to benefit all parties.

As no two developments or agreements are alike in the realm of port and destination development, there is an opportunity for proactive governments and stakeholders to be creative in evaluating options and finding solutions. Our company’s strategy (which I’m sure may have similar elements as others in the industry) focuses on building upon the momentum of market penetration and entering new markets while building new and exciting ships – allowing our fleet to grow while we also reinvest in existing ships. This commitment allows us to focus on the guest experience and the high level of satisfaction vacationers desire during their valued vacation time.

While many cruise lines, including two of our own, have developed and continue to operate private island experiences that are very well received by guests, it is new and existing destination development that gives repeat cruise customers a reason to continue cruising, while simultaneously attracting new cruisers.

Existing destinations can refresh and enhance their offerings by working alongside the various shore excursion experts who can provide insight into what guests are seeking. This can range from creation or expansion of town centers (examples include Old San Juan and St. Maarten) to development

of iconic shore excursions (e.g. St. Kitts Railway or Mystic Mountain in Ocho Rios) to implementation of engaging and unique cultural experiences that present guests with something they can only find in that destination (such as local flavors and traditions or historical sites and forts).

In today’s environment, guests want to be engaged and often are in constant communication with some form of e-mail and/or social media, so there are limitless photo and experience sharing opportunities that can either lift a destination or harm its image if the experience was not enjoyable.

A note of caution should be raised when destinations plan or consider investments in their infrastructure or changes in asset management, including third parties. While we are a very large industry by any measure, the top five cruise companies (Carnival Corporation, Royal Caribbean Cruises Ltd,

Norwegian Cruise Holdings, MSC Cruises and Disney Cruise Line) represent the lion’s share of the industry. As a result, connecting with key decision makers is not a daunting task, and a project like this should ensure that top cruise lines or companies remain engaged. It would not benefit either the destination or the cruise lines if a project actually would diminish the experience or cause a loss of calls in the long run. The old saying, “know your customer,” certainly applies to situations like this.

Without our industry reinvesting heavily in the creation of new ships and continuous improvements in existing ones or our partner destinations improving the experience ashore, we risk the incredible growth and momentum achieved to date. There is no doubt smooth sailing lies ahead for those that seize the opportunity, and there are many of us in the industry who stand ready to assist you. After all, we are all in this together.

First Quarter 2015 • Cruising Magazine 31

Explore More Business at Florida’s Fastest Growing Cruise Port

Port Canaveral’s easy accessible Central Florida Location, closest port to Orlando and its 61 million annual visitors, helps our homeported ships book more sailings and en njjoy 100+ percent capacities. Nearby Kennedy Space Center, abundant wildliffe eco tours, and reasonable beach side accommodations are added incentives that bring cruise lovers here.

Discover more reasons we’re Florida’s fastest growing cruise port, building new cruise terminals yearly.

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Photo: PortMiami

Cruise Industry’s Changing of the Guard: New and Known Faces Take the Helm of Cruise Brands and Operators

W

ater that stagnates leads to algae, but the cruise industry keeps water moving by embracing the only constant—change.

It continually innovates and builds onto its sturdy foundation, one built by providing unique products and services, along with the ability to sample multiple destinations. Survey after survey shows this model’s success, but cruise lines refuse to rest on their laurels.

spaces like a families-only lounge and the first-ever IMAX at sea, while continuing Carnival Cruise Line’s model of easily accessible drive-to ports when homeporting in Miami.

Cruising as a whole has proven successful as the fastest-growing leisure travel market, with demand that outstrips supply with occupancy rates consistently over 100 percent and cruisers growing with capacity (a record 23 million global passengers forecast for 2015, aided by six new ocean-going vessels scheduled to launch throughout the year).

They continue to develop new ships and products that align with their line’s brand and demographic. This is seen in the current cruise ship order book; the slated 28 new vessels from FCCA Member Lines represent not just 95,000 additional berths and an estimated investment of over $22 billion, but also innovations that transmit the brand’s message and capture its markets and demographics.

However, cruise lines’ innovations and brand identities differentiate them, offering a product and itinerary to suit anyone and any market, while creating interest in specific lines and offerings, not simply cruising.

Royal Caribbean features firsts-at-sea of skydiving simulators and robotic bartenders, along with woks for cooking during Asian itineraries; Regent Seven Seas Cruises will unveil the “most luxurious ship to sail the seven seas,” complete with designer suites and a Canyon Ranch SpaClub; and Carnival Vista will certainly be a Fun Ship with its family- and kid-friendly

Cruise lines have focused on this brand and market optimization, but a ship is only as good as its captain. And many new hands recently took the helms of cruise operators and brands, including new presidents, CEOs and/or COOs for Royal Caribbean International, Celebrity Cruises, Norwegian Cruise Line Holdings Ltd., Norwegian Cruise Line, Prestige Cruise Holdings,

34 Cruising Magazine • First Quarter 2015

Carnival Cruise Line, Costa Crociere, Costa Asia, Cunard Line and Holland America Line.

That long list has a common feature; each appointment keeps these cruise lines moving through algae-free water by further aligning with brand-specific goals and markets. Running through this list will show how these new captains are ready, willing and able to steer their lines.

Royal Caribbean Cruises Ltd. jumped into its pool of internal talent for new heads of its largest two brands, Royal Caribbean International and Celebrity Cruises, appointing senior company executives whose understanding and experience had powered past success and proven them ready to navigate the waters ahead.

Michael Bayley took his crucial role in Royal Caribbean’s international expansion, along with building Celebrity’s position in the modern luxury market in his recent role as president and CEO of Celebrity Cruises, back to Royal Caribbean International as president and CEO. His success in launching company operations in markets around the world and

building a brand in a specific market will prove crucial to continue growing the Royal Caribbean brand in markets like the Asia Pacific, Australia and China.

As Richard Fain, chairman and CEO of Royal Caribbean Cruises Ltd., said, the Royal Caribbean brand is “synonymous with cruising in China,” and though the demand is “simply extraordinary,” cruising in China is “still embryonic.

Most people don’t know about it.”

To introduce them, Royal Caribbean plans quite an orientation for 2015, increasing its Chinese capacity 66 percent (after a 45 percent jump last year) and sailing its latest, most technologically advanced ship—Quantum of the Seas— there year-round. Yet more than simply supplying the capacity, Bayley will help Royal Caribbean establish its brand.

“In China, brand is very important, so we’re investing heavily in the brand and hardware,” Fain continued.

Celebrity Cruises also has an Asian influence, with Celebrity Century and Celebrity Millenium already sailing there, but Lisa Lutoff-Perlo has a different specialty that will serve the brand in her position as president and CEO. She made her mark as a specialist at bringing new ships to market, playing a key role in the launch of Royal Caribbean’s Quantum, Voyager and Radiance classes, along with Celebrity’s Solstice class.

This experience will benefit the announced pair of 117,000-GRT, 2,900passenger Edge-class vessels that will “set the standard for premium world travel and deliver the next generation of modern luxury experiences that our guests know and love,” according to Bayley.

“Celebrity Cruises has done a remarkable job differentiating itself in a crowded and competitive premium marketplace, and with its newly announced Edgeclass ships, the brand has the opportuni-

ty to push its leadership position even farther,” told Lutoff-Perlo.

Norwegian Cruise Line Holdings had a shakeup throughout all of its brands shortly after becoming the third-largest cruise operator with a portfolio spanning the industry’s markets—from contemporary to luxury—with the acquisition of Prestige Cruise International and its brands, Oceania Cruises and Regent Seven Seas Cruises.

First came the step down of Kevin Sheehan, who led the merger after turning around Norwegian Cruise Line’s financials, leading it to its first profit in four years, successfully taking it public and overseeing a new class of ships and renovations that made the Norwegian brand synonymous with Freestyle Cruising and its numerous restaurants and activities.

“I am proud of what we have accomplished, and take comfort in the knowledge that I am leaving the company much healthier and stronger than when I joined,” said Sheehan. “With the company set for success, I hand the baton off to Frank [Del Rio], a proven leader in the cruise industry.”

Big shoes to fill for Del Rio, but he has worn plenty of pairs throughout his more than 20 years of industry experience, including co-founding Oceania in 2003 and his previous role as CEO of Prestige since April 2007.

“He understands the business like few others,” noted Mike Driscoll, editor of Cruise Week.

He also understands the upscale cruise market, in which Prestige focused. “I come from the upscale brand, so if anything we’re going to be looking to always improve upon all our products, and perhaps Norwegian will benefit most from a new perspective in how to deliver an upscale product to its consumers,” told Del Rio.

“Oceania and Regent customers…can be confident that the product that they have learned to love over the years will stay intact. And on the Norwegian side, there’s the promise and prospect that that product will improve tremendously to new levels.”

“Each brand will continue to deliver the guest experiences they are known for,” he informed. “Any changes that likely will be adopted as best practices will be invisible to our guests. … Three distinct brands and one exceptional organization is my mantra.”

These best practices, along with synergies throughout the organization, will lead to savings by consolidating office operations, insurance costs, port fees and shore excursion concessioner contracts.

“Revenue synergies of $15 million will lead to a first-year synergy of at least $40 million in 2015, which will equate to $50 million in 2016,” told Del Rio. Del Rio’s promise of Oceania’s and Regent’s continuation was also seen in the brands’ leadership shift, with Jason Montague becoming president and COO following the resignation of Kunal S. Kamlani. Widely regarded as co-founder of Oceania and instrumental in developing Prestige’s brands, Montague brings this knowledge along with his financial background and experience in purchasing, financing and delivering vessels, along with acquiring and integrating cruise brands.

Most recently, he assisted with the Prestige acquisition as executive vice president and chief integration officer for Norwegian Cruise Line Holdings Ltd. During his 12-year tenure at Prestige, including roles as CFO and executive vice president, Montague helped launch Oceania Cruises; purchase Oceania’s initial three R-class vessels; finance and deliver Oceania’s Marina and Riviera new builds; and acquire and integrate Regent Seven Seas Cruises.

First Quarter 2015 • Cruising Magazine 35

Norwegian Cruise Line will continue its forward progress with Andy Stuart behind the wheel as president and COO. Stuart certainly knows Norwegian well, holding various leadership positions since joining in 1988, most recently executive vice president of sales, and being a crucial part in building the Norwegian brand—especially in the establishment, delivery and marketing of Freestyle Cruising—and strengthening relationships with travel partners by introducing Partners First.

“Andy and Norwegian are virtually synonymous,” told Del Rio after mentioning the significance of the merged organization utilizing Stuart’s company and industry knowledge, along with his relationships with travel partners. “He is very well known and respected by our guests, travel partners, officers, crew and team members. I am extremely confident that he is the perfect leader for the next phase of Norwegian’s growth.”

“Having seen Norwegian Cruise Line grow significantly during the course of my career, I am thrilled and proud to lead this incredible company as we continue to enhance and build the brand,” said Stuart. “The future is extremely bright, and I am looking forward to continuing to work with our travel partners through our expanded sales team, delivering an exceptional product to our guests in conjunction with our hard-working officers and crew, and ensuring that our team members are motivated and engaged, all the while building value for our shareholders.”

Carnival Corporation & plc found new captains to steer its world’s largest portfolio of brands. Carnival Cruise Line, the largest of the nine brands, tapped Christine Duffy as president. Duffy has more than 30 years of experience in the travel industry, with a vast understanding of travel agents and guests’ desires, and recently led the globalization of cruise industry associations around the

36 Cruising Magazine • First Quarter 2015

world, engaging cruise lines and stakeholders to expand into new and emerging markets.

Duffy’s knowledge of cruise passengers’ expectations from the travel agent perspective will help Carnival constantly exceed them. “She brings a wealth of experience to Carnival Cruise Line that will help the cruise line continue to deliver unmatched vacation experiences to millions of guests each year," told Arnold Donald, CEO of Carnival Corporation.

Plus Duffy’s role in CLIA’s globalization coincides with Carnival Corporation’s global expansion.

Despite Carnival Cruise Line’s main focus on its North American drive-to market, it has already established itself in Australia and expressed interest in finding other markets that align with its brand identity.

Of course, Carnival Corporation is more focused on the global market, seen by opening new sales offices in Taiwan, Hong Kong, Singapore, Korea and five in China, as well as the new appointments for other brands.

Costa Group appointed Buhdy Sin Bok as president of Costa Asia. Costa—the market leader in China, with three out of the four Carnival Corporation vessels currently deployed in China—leads the way in this rapidly growing market, and Sin Bok reflects its importance.

Neil Palomba was simultaneously named president of Costa Crociere, Genoa. Past senior vice president of hotel operations and development, he will utilize his expertise to manage the Costa brand, sales, customer care, and products’ structure and design for Europe’s leading cruise company.

“These appointments will help us strengthen our Costa and Costa Asia brands and support the development of

our global activities, especially in Europe and Asia," told Michael Thamm, CEO of the Costa Group.

“I…look forward to working with them intensively on the further expansion of our company.”

Holland America Line also made a move to advance its global efforts.

Though the line already spans all seven continents with its fleet of 15 premium vessels, it brought in Orlando Ashford to serve as president and oversee Holland America Line’s sales and marketing, revenue management, deployment and itinerary planning, public relations, hotel operations and strategy.

“We are fortunate to have Orlando join our team, bringing with him a career's worth of global experience leading high-performance teams that helped innovate some of the most respected and well-known companies in the world,” shared Stein Kruse, CEO of Holland America Group.

Most recently, Ashford served as president of the talent business segment for Mercer, the global consulting leader in talent, health, retirement and investments. He also brings his experience as group director of human resources for 90 countries in Eurasia and Africa for the Coca-Cola Company, as well as vice president of global human resources strategy and for development organizational Motorola, Inc., where he helped modernize the human resources function for the global tech leader.

Ashford’s recently published book, Talentism, addresses the global disconnect between available jobs and examines how technology and human networks can help bridge the skills gap, improve business performance, and lead to the betterment of society at large.

“Holland America Line is a remarkable

Buhdy Sin Bok

Christine Duffy

Lisa Lutoff-Perlo

President, Carnival Cruise Line

President & CEO, Celebrity Cruises

President, Costa Asia

Richard Meadows

Orlando Ashford

Jason Montague

Frank Del Rio

President, Cunard – North America & Seabourn

President, Holland America Line

President & COO, Prestige Cruise Holdings, Inc.

President & CEO, Norwegian Cruise Line Holdings Ltd.

Andrew Stuart

Michael Bayley

President & COO, Norwegian Cruise Line

President & CEO, Royal Caribbean International

and highly respected company that delivers exceptional experiences and indelible memories of joy and adventure to their guests,” shared Ashford, newly appointed president of Holland America Line. “It’s a noble mission, and I am eager to get to work with this talented group of service-minded employees to unleash new ideas while building on the success of this thriving global business.”

Finally, Cunard Line tapped internal Carnival Corporation talent for president of Cunard Line – North America, adding that to Richard Meadows’s role as president of Seabourn.

“With Rick having worked at so many brands within the Carnival Corporation portfolio, we are eager to leverage his knowledge, experience and skills to advance the Cunard brand in North America,” said David Noyes, CEO of Carnival UK. “His background in leading Seabourn is particularly valuable, as he understands well the nuances of delivering superior service and enriching onboard experiences – the things that directly appeal to Cunard passengers.”

As President of Cunard – North America and Seabourn, Meadows will focus on generating brand awareness, growing revenues and yields, advanc-

Neil Palomba President, Costa Crociere

ing exceptional product innovation and providing unmatched guest experiences for the two celebrated luxury brands.

“I am excited…to enhance how we deliver luxury on a grand scale to discerning travelers in this region of the world,” told Meadows.

Indeed, numerous cruise lines, brands and operators recently handed over their captains’ wheels. Each of these metaphorical ships has scheduled different destinations for its itinerary charting the future, and each new captain knows the route well and can help sail through the industry’s constantly flowing waters.

First Quarter 2015 • Cruising Magazine 37

FCCA Plus Cruise Shipping Miami Equals Opportunities for Success industry stakeholders,” shared Adam Goldstein, president and COO of Royal Caribbean Cruises Ltd. “These are the people who have ideas and projects I want, and need, to know about.”

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ruise Shipping Miami (CSM) is an exciting time for the Florida-Caribbean Cruise Association (FCCA), synonymous with renewing and creating business partnerships, discussing ideas and tackling industry issues with the attending cruise line representatives and global stakeholders. Of course, these opportunities are vast during the event’s standard programming, but the FCCA maximizes these chances for its Platinum Members.

After all, UBM Live—the organizers of CSM—and the FCCA have developed a strong, synergistic relationship, working together for nearly a quarter-century. The collaboration began back in the early 1990s, with the FCCA actively participating in the planning and organization of the Cruise Shipping Miami show (originally Seatrade) and UBM supporting the FCCA’s Caribbean-based annual conference, fundraising events and charitable activities.

As UBM grew its global portfolio of Cruise Shipping events— including maritime events Cruise Shipping Asia-Pacific, Seatrade Med, Marintec China, Naval Shore and Sea Japan, plus an array of digital products like webinars and Cruise Shipping Virtual online shows—the FCCA continued to be a supporter wherever the collaboration took it.

“FCCA is an essential partner in our growing group of cruiseand maritime-related events,” said Daniel Read, director of UBM’s Cruise Shipping Portfolio. “As we go forward, we will continue to count on FCCA’s ongoing support.”

That support now comes for FCCA members participating in 2015 CSM. As with everything in which the FCCA participates, one of its main goals is to positively impact the working relationship between its members and 19 Member Cruise Lines.

It does this by providing multiple events and opportunities to put members on a first-name basis with FCCA Member Line executives, presidents and CEOs—interactions that spawn relationships and put a foot in the door. This is a key component of the FCCA Platinum Membership program and a vital resource for any entity doing or desiring business with the cruise industry.

“FCCA events always give me an opportunity to meet valuable 38 Cruising Magazine • First Quarter 2015

To foster these engagements during CSM and actualize its resources and attendees, the FCCA programmed a block of functions coinciding with the event to ensure that Platinum Members have a direct line to the FCCA Member Line executives.

The FCCA booth itself (#695) serves as the site for many of these during 2015 CSM. Besides being a one-stop shop for all attendees to learn more about the FCCA and what it offers, the booth also hosts cocktail receptions to promote destinations and companies while bringing together Platinum Members and cruise executives in a private atmosphere. Plus many of the same executives and members cycle in and out of the booth for meetings arranged by the FCCA. Of course, there are also the annual FCCA events that have become a traditional part of CSM for many cruise executives and Platinum Members. An annual pre-event welcoming party offers members and cruise executives an intimate affair so they can reacquaint and prepare for the long days ahead.

The FCCA Gala Dinner and Entertainment Extravaganza gives a chance for any participant to spend the evening with a cruise executive hosting tables for an unforgettable evening and cause.

In its 21st year, the 2015 FCCA Gala will be held Wednesday, March 18 at the Miami Beach Convention Center and include a 90-minute cocktail reception, silent art auction and sit-down dinner, with a side of networking, with more than 60 cruise line executives, presidents and CEOs. The FCCA Official Cruise Shipping Miami Party closes CSM with a bang. Taking place at LIV—the hottest nightclub in Miami—for a fourth consecutive year, this highly anticipated event provides a chance for the tired, sore and overworked attendees to loosen their ties, let down their hair and put on their dancing shoes for a fun night with some of the cruise industry’s most important decision makers.

Indeed, 2015 CSM will benefit participants with its successproven formula combined with many new features by UBM, but the FCCA offers backstage passes to visit the real rock stars— key decision makers from Member Lines.

Or, as Micky Arison, chairman of Carnival Corporation & plc and the FCCA, said, “The FCCA opens the door to the cruise industry and puts you in the middle of the action.”

More information about the FCCA is available at CSM booth #695.

HOUSTON: WHERE YOUR JOURNEY BEGINS‌ Embark on your next Caribbean cruise from a World Class City where there is no shortage of things to do, places to go or events to experience. Whether dining at one of our fine restaurants, shopping at unique stores, visiting the NASA Space Center or enjoying the attractions at the Kemah Boardwalk and the Bay Area, you will find Houston outstanding in culture, ambience, sophistication, and non-stop entertainment all year round.

The Bayport Cruise Terminal, located in the city of Pasadena, Texas, just 30 minutes from downtown Houston, offers a one-of-a-kind experience with efficient and exceptional services including a stress-free embarkation process and easy access to two airports — George Bush Intercontinental (IAH) and William P. Hobby (HOU).

Visit portofhouston.com/cruise for information on the cruise services and visitbayareahouston.com and visithouston.com for information on the region and local attractions.

Port of Houston Authority Bayport B ayport C Cruise ruise T Terminal erm minal | P Pasadena, asadena, Texas Te Texas

St. Maarten Drives Success at Largest-Ever FCCA Conference & Trade Show

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ometimes looking in the rear-view mirror becomes as important as watching the road ahead. There is plenty to look forward to with preparations underway for the 2015 FCCA Conference & Trade Show, but glancing back at the last—and most successful—Conference in its 21-year history provides ample lessons of how St. Maarten drove its way to victory.

The entire destination worked together to ensure that the record 1,550 attendees were comfortable and the largest-ever event ran smoothly. One of the first major steps was partnering with Eventstar to build a structure, setting the trend that Cozumel, Mexico has followed for the 2015 event.

This structure granted enough space and traffic flow so all Conference attendees could conveniently access business functions while also networking and observing the biggest FCCA Trade Show, with the most-ever booths and exhibitors.

The structure also allowed the Trade Show to be situated in the middle of the action, guaranteeing exposure from the Conference attendees and Member Line executives, presidents and CEOs.

Coordination between the hotels, transportation services, venues and event coordinators eased the efforts and worries of attendees, letting them appreciate the all of the functions, as well as the incredible destination sites, tastes and sounds.

And how could they not enjoy all that? Everything at the functions spearheaded by St. Maarten—from the food and entertainment to the venues and local fare—displayed not just St. Maarten’s delectable culture and heritage, but also the ability to go above and beyond while catering to a large, multinational audience.

This showcased St. Maarten’s destination products and efficiency in handling tourists, showing some cruise executives visiting for the first time why it serviced about 1.7 million cruise passengers in 2014.

40 Cruising Magazine • First Quarter 2015

The executives also saw that the destination constantly improves. “We have to reinvent ourselves, and we must start today,” said Mark Mingo, CEO of St. Maarten Harbour Group of Companies. “We have done well after 50 years as a cruise destination, and we will continue on the foundation that has been built."

Of course, it was important to exhibit these features to an audience of cruise tourism stakeholders and cruise line executives who decide where ships call, what sells onboard and how to invest in destination infrastructure. The FCCA Conference & Trade Show has a track record of success for growing the host destination’s cruise tourism. In fact, St. Maarten first hosted the event in 2003 and saw a 70 percent increase in passenger arrivals from 2001 to 2005.

Plus the event proved St. Maarten’s ability to host conference and convention tourism. Mark Mingo, CEO of Port St. Maarten, noted this goal before the event. “Conference and convention tourism is a niche market that should be explored and developed,” said Mingo. "We have an opportunity in the FCCA post-conference period to work towards establishing St. Maarten as a dynamic business events destination.”

Michele Paige, president of the FCCA, certainly believed that St. Maarten successfully established itself as an events destination. “St. Maarten once again proved its ability to constantly adapt to fulfill any needs,” she told. “Though I already knew that from [the destination’s] continued cruise tourism innovations, this event proved that St. Maarten can apply this to any trade. It certainly has a bright future ahead for convention tourism, and I can provide my ringing endorsement.”

In all St. Maarten undertook while hosting the FCCA Conference & Trade Show, it showed how it caters to tourism of all kinds—from nearly 2 million cruise passengers to events tourism with a group of nearly 2,000—and continually innovates and improves, which puts the destination on course for more future victory laps.

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Cruise Line Executives and Platinum Members Gather for Meetings, Business Opportunities and Family Fun on 2015 FCCA PAMAC Cruise Summit

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cloud of people accumulated onboard Norwegian Sky on January 23rd. The group of nearly 350—comprised of FCCA Platinum Members, Member Line executives and their families—embarked for a three-day schedule packed with meetings and functions catering to operational discussion, product promotion and relationship building.

Dinner followed, where members and executives joined to continue their discussions or start a new one by sitting with someone different. Tables set-aside for the group allowed a choice of dinner and conversation partners. This arrangement helped establish free-flowing discussion and guaranteed members the ability to interact with executives, even while eating with their families.

As per usual, the annual FCCA PAMAC Cruise Summit offered a healthy balance of business sessions, networking opportunities and family fun. After all, linking some of the premier players of the destinations’ private and public sectors with the executives offers valuable collaboration, but making them comfortable together leads to invaluable partnerships.

The next day started with a two-hour session of one-on-one meetings, where members privately met with pre-selected executives. Often these executives filled a required need for discussing and presenting new business, as they decide where ships call, what tours and products sell onboard, and how to invest in infrastructure. Additionally, they have the knowledge to offer their input and cruise line’s perspective to make a more viable business model and tailor offerings for the line and industry.

Activities began almost as soon as Norwegian Sky sailed from PortMiami, when the crowd congregated for the Business Card Exchange and Reception.

Here, members and executives exchanged cards and words, discussing recent trends and developments—from a new tour product to a new child.

42 Cruising Magazine • First Quarter 2014

“The one-on-one meetings allow for us to address the specific concerns or learn about new products from Platinum Members,” shared Federico GonzalezDenton, associate vice president, gov-

ernment relations, Caribbean & Latin America, Royal Caribbean Cruises Limited. “This is an important tool for both the members and the cruise industry. For us, we frequently learn about new developments and products, and we are able to help fine-tune them to best fit the cruise lines. For the members, it gives them a real vantage point in knowing what the lines are looking for and how to appeal to them.”

An action-packed day at Atlantis, Paradise Island followed the meetings, with provided tours ranging from swimming with dolphins to relaxing at cabanas. The tour offerings put the shoe on the other foot, allowing the group to see what they want to experience and how they want to be treated, along with getting a different perspective of crowd control, passenger flow, transportation from and to the cruise ship and tour guide interaction. They also led to a different form of networking, with tour groups and participants often forming a deeper connection through shared experiences.

An exclusive reception hosted by

Atlantis capped the day, where the group gathered at the foot of the lazy river to network and sample an array of local cuisine.

Alarm clocks announced the following day, with the group again rising early for one of the Summit’s most important proceedings, the PAMAC Meeting. A fixture of PAMAC events, the Meeting allowed members to present and discuss their latest developments and issues with an expert panel of executives. “[The PAMAC Meeting] is an important feature for relaying all of the latest information to the members while also giving a chance to know how to best learn from it and implement what they need to fully take advantage of this knowledge—from an individual operational level to steps they must take to improve their regions,” told Matthew Sams, vice president of Caribbean relations, Holland America Line.

Platinum Members first gave presentations to update the panel and attendees.

Aquila’s Center for Cruise Excellence updated the group on recent training and new programs; Blue Planet Tours discussed a successful FCCA Foundation project that supplied computers to children and schools in need; Sans Souci Ports showcased their newest attraction, 4D Francis Drake Battle Experience, along with their efforts to form a complete cruise destination product; the Dominican

Republic showed their development of Puerto Plata as a cruise city, which the group will witness first-hand during the PAMAC Conference from June 24-26; and Eventstar displayed their process from design to completion, which is currently underway to form the structure for the 2015 FCCA Conference & Trade Show in Cozumel, Mexico from October 6-9.

The floor then opened for questions, with the panel discussing topics such as port operations and cruise lines working to establish a standard, encompassing everything from customs to ground transportation.

Plus updates were welcomed from members. Most notably, Mrs. Tracy Davidson-Celestine, deputy chief secretary of the Tobago House of Assembly and secretary of tourism and transportation, shared Tobago’s rocketing cruise tourism. They expect a season-over-season growth of more than 225 percent, with 62,000 passenger arrivals during the 2014-2015 cruise season. And they project further progress for the following season, topping 80,000 passengers.

Secretary Davidson credited this rise to their FCCA Platinum Membership and events like the Summit, which “afford us the possibility to interact with the cruise lines and their decision makers, as well as other Platinum Members who can provide services to Tobago.”

After also praising the education and training offered by the FCCA, she told, “Put all that together, and you have a powerful partnership that provides a competitive edge.”

She closed by noting that Tobago is committed to cruise tourism; focused on improving all sectors, from destination products to transportation, assisted by the FCCA through input and site visits; and dedicated to building yearround cruise traffic.

After a day of tours at Great Stirrup Cay, a farewell reception helped with the difficulty of saying goodbye. This also ensured that members had the opportunity to talk with whomever they needed and left no ends untied.

The sense of urgency encouraged them to wrap up (or begin) ongoing discussions or business proposals, but this did not stop many from simply enjoying their company, hor d’oeuvres and ocean-view.

In all, the FCCA PAMAC Cruise provided another successful example of what FCCA’s Platinum Member events seek for its members and executives: to provide the knowledge and opportunities to develop products and destinations for—as well as appeal and promote them to—cruise lines, all while having some laid-back fun in comfortable settings that lead to real connections and relationship building.

First Quarter 2015 • Cruising Magazine 43

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Cozumel to Display Mexico’s Cruise Tourism Resurgence as Host of the 22nd Annual FCCA Conference & Trade Show

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s one of the most heavily trafficked cruise destinations, Cozumel, Mexico seems like an obvious choice for the FCCA Conference & Trade Show. However, its selection as host destination represents not just Cozumel’s cruise tourism success and commitment, but all of Mexico’s.

The recent history began when Roberto Borge Angulo, governor of Quintana Roo (home of Cancun, Costa Maya, Cozumel and Playa del Carmen, among other areas and municipalities), held a meeting between all Mexican governors, the FCCA and Member Line executives.

Taking place in Mazatlan, which had just lost its cruise calls, the meeting was sym46 Cruising Magazine • First Quarter 2015

bolic. It showed Mazatlan’s safety—and the undertaken security efforts—firsthand, but it also transmitted a message that Mexico wanted to regain the lost ships by any means necessary.

products to custom-fit the cruise lines’ needs and requests.

These results were seen almost immediately, with FCCA Member Lines sending more than one million additional passengers to Mexico—a 25 percent increase—between 2013 and 2014.

Mexico then engaged a positive, proactive, countrywide approach, regularly bringing in various departments (including tourism, immigration, transportation, etc.) to ensure constant, open communication with the cruise industry. It also established this communication with every port.

States and/or ports that fully committed to action by becoming Platinum Members headlined this growth. In fact, they accounted for more than 960,000 of the passenger arrival difference.

Yet the most important part was moving past the talk and into action. Many Mexican states utilized the information communicated to them, constantly developing and improving destination

Plus destinations like Mazatlan, La Paz and Loreto went from zero passenger calls in 2012 to expecting nearly 250,000 combined for 2015. Other highlights include Ensenada’s high of

600,00 passengers in 2014—an increase of more than 110,000 and 20 percent—and Puerto Vallarta rebounding from a low just above 150,000 passengers in 2013 to expecting more than 360,000 passengers in 2015.

Cozumel was no slouch, either, breaking the three-million-passenger mark with a vengeance, receiving over 3.2 million FCCA Member Line passengers and an increase of nearly 600,000 and 23 percent between 2013 and 2014.

And Cozumel intends to stay above the three-million mark, with 2015 projections again topping it.

Of course, hosting the Conference & Trade Show demonstrates another result of these efforts. The success story will be told to about 1,000 cruise tourism stakeholders and 100 cruise executives, presidents and CEOs from the 19 FCCA Member Lines, which operate over 100 ships in Caribbean and Latin American waters.

Taking place October 6 – 9, the event will offer a four-day agenda chock-full of business sessions, networking opportunities and chances to maximize cruise tourism’s impact, along with the attention and knowledge of cruise line personnel who decide where cruise ships call, what to sell onboard and if they should invest in destination infrastructure.

“The [FCCA Conference & Trade Show] gives you direct contact with some of the most influential decision makers in the cruise industry,” said

Micky Arison, chairman of Carnival Corporation & plc and the FCCA. The focus will be on developing business, relationships and knowledge. The Conference’s business sessions offer this through one-on-one meetings. Each meeting allots 15 minutes for attendees to privately discuss with and receive personalized input from a cruise executive that can positively impact their business in many ways—from selling a product or shore excursion onboard or increasing cruise ship calls to tailormaking an excursion/product or developing infrastructure that the cruise lines and destinations need.

Plus the Trade Show allows exhibitors to target the influential audience looking to source new business and expand existing business.

“FCCA events always give me an opportunity to meet valuable industry stakeholders,” shares Adam Goldstein, president and COO of Royal Caribbean Cruises Ltd. “These are the people who have ideas and projects I want, and need, to know about.”

Any Trade Show booth spotlights a product, company or destination, and specialized pavilions showcase a large company or destination as a team, with a roster including destination ministries, port authorities, tour operators and vendors.

A schedule of workshops will also share the executives’, presidents’, CEOs’ and stakeholders’ insight to help attendees learn about topics such as the cruise lines’ latest happenings and route for the future; creating and maintaining a successful tour product; developing a port in partnership with the FCCA, cruise lines and the private/public sectors; and increasing cruise tourism through a unified vision, collaboration between the private and public sectors, and continual product development and innovation.

Social functions planned by Cozumel will further spur interaction between Conference delegates, Trade Show exhibitors and cruise line decision makers. And Cozumel certainly plans to engage the attendees, as it has partnered with the government and local businesses to display its exciting setting, activities and WOW factor through some of the same experiences and venues that cruise passengers see and do.

The continued involvement and invaluable insight of some these key decision makers, along with a ratio of about one cruise executive per 10 attendees, make the Conference & Trade Show one of the best ways to directly target the cruise industry and maximize its benefits.

In all, the FCCA Conference & Trade Show will create the perfect forum for exchanging information, sharing ideas, forging relationships and learning how to increase cruise tourism from the knowledge and relationships, along with the lessons from Mexico’s success story.

First Quarter 2015 • Cruising Magazine 47

Martinique Cruising to Success with FCCA What makes a successful cruise destination?

There is, of course, no one right answer to this question. Surely, though, the product must be top-notch, with attractions and excursions appealing to a broad spectrum of travelers.

Thrill-seeking adventures, cultural immersion tours, unique shopping and dining experiences, pure relaxation, and everything in-between – you can be sure that passengers seeking all this and more can be found on any and all cruise ships these days. The best cruise destinations must deliver it all.

Then there are the docking facilities – the most successful cruise destinations must be able to accommodate the largest and most modern ships.

What about ground transportation in port? Are taxis, shuttle buses, and local ferries readily available, affordable, and easy to navigate?

And, perhaps most importantly, how 50 Cruising Magazine • First Quarter 2015

closely are the cruise lines aligned with the various tour operators, shops, restaurants, attractions, and transportation providers in port? Is the guest experience seamless or at a comparable level from ship to shore and back again?

In all of these areas, Martinique has been making great strides in recent years.

Widespread improvements in the island’s overall cruise product, highlighted by capital improvements at the cruise ports in Fort-de-France and new and enhanced attractions, have combined with redoubled efforts by Martinique Tourism Authority to foster expanded partnerships within key trade groups like the Florida-Caribbean Cruise Association (FCCA) to spell success.

“I am excited that in just a few years, our partnership [with the FCCA] has helped our cruise business increase by over 500 percent, but I realize that our work is just beginning to make sure we deliver the type of experience that FCCA Member Cruise Lines and their guests expect,”

said Karine Roy-Camille, Martinique’s commissioner of tourism.

Centrally located in the Eastern Caribbean between St. Lucia to the south and Dominica, Martinique remains today every bit the little slice of France in the Caribbean that earned its former capital city, Saint-Pierre, the moniker “The Paris of the West Indies” in the late-1800s. In its style, cuisine, trendy boutiques, seaside beauty and joie de vivre, no destination in the Caribbean better espouses French Riviera chic. At the same time, Martinique’s deeply rooted authentic Creole, African and Indian influences offer rich cultural discoveries not found anywhere else.

That such a marvelously diverse and enticing destination appeals to today’s modern cruise traveler should come as no surprise, but awareness of and demand for Martinique’s charms would not have reached their current levels without the Martinique Tourism Authority’s partnership with the FCCA. “The support and guidance of the

FCCA has been absolutely crucial in our development,” Commissioner RoyCamille added.

That support and guidance has paid particular dividends for Martinique in terms of attracting new cruise lines to feature Martinique in their itineraries.

“Just a few short years ago, passengers would have to search long and hard to find Martinique in the major cruise itineraries,” said Roy-Camille. “Even the small handful of cruise lines that stopped here only did so infrequently.

Partnering with the FCCA changed all that in a big way.”

During the 2014-2015 cruise season, all of the major U.S. and European cruise lines will call Fort-de-France, including four visits by Royal Caribbean International’s celebrated Quantum of the Seas in her inaugural season and nine calls by Jewel of the Seas.

Notably, Carnival Splendor and Norwegian Pearl are also making their first-ever stops in Martinique this winter. Holland America Line, Norwegian Cruise Line, Princess Cruises, Carnival Cruise Line and the German operators TUI and AIDA will also visit Fort-deFrance this season.

The growing strength in Martinique’s cruise sector isn’t solely confined to port calls, however. The island is emerging as an excellent homeport option for major cruise lines, as well. Already Costa Cruises, MSC Cruises, Croisière

de France, Club Med Cruises, and le Ponant are taking advantage of the newly modernized cruise terminals in Fort-de-France, along with the recent expansion in nonstop air service to the island from the U.S. mainland, Canada, and Europe to anchor attractive itineraries in Martinique.

“In all, covering port calls and homeporting for the 2014-2015 season, we’re projecting more than 300,000 cruise passengers among the 176 port calls, so the upward trend we’ve enjoyed since 2010 is continuing,” said Roy-Camille.

The increase in cruise passengers, up more than 45 percent over the previous year, and port calls, up nearly 30 percent, haven’t gone unnoticed on the local level either. The trickledown effect has been profound, yielding subtle, yet meaningful, improvements to the overall visitor experience for passengers while in port.

with cruise passengers in mind. A Cruise Village providing a vibrant and colorful welcome to “The Isle of Flowers,” for instance, was initially launched for the 2013-2014 cruising season. In it, cruise passengers are met with English-speaking vendors accepting U.S. dollars for all types of local arts, crafts, jewelry, skin care products, perfumes, designer accessories and souvenirs. Helpful and informative guides are also on hand offering tips on what to see, do, taste, and experience during port calls in Fort-de-France.

For entertainment, The Cruise Village features live music with Creole dance performances at regular intervals.

Tastings of Martinique’s legendary rhum agricole brands, the only rums in the world that carry the prestigious A.O.C. seal of exceptional quality, are also available.

The Cruise Village is located right at the entrance to the Pointe Simon Cruise Terminal, making it impossible to miss for passengers disembarking there.

“As more and more U.S. cruise lines have committed to Martinique, more of our local merchants have started accepting U.S. dollars. Along the same lines, more than 200 staff from local stores enrolled in English classes over the summer months last year. In short, Martinique is rolling out the red carpet for American cruise passengers like never before.”

“Much of the thinking that went into developing the Cruise Village, new interactive walking guides of Fort-de-France, and other recent product improvements came from our interaction with the FCCA,” said Roy-Camille. “In every way, they’ve proven to be a truly indispensible asset in our business development, one that we intend to tap into as we continue to strive for success in the cruise sector.”

That red carpet includes several new innovations developed expressly

For more information, visit www.martinique.org.

First Quarter 2015 • Cruising Magazine 51

How to Work with the Cruise Industry: The ABCs of the FCCA

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olumbus sailed the ocean blue, but not all by himself. He needed vendors, suppliers and crew.

The 21st-century cruise industry needs partners, too—and finds them at the Florida-Caribbean Cruise Association (FCCA).

“Establishing relationships among Member Lines and partner destinations’ public and private sectors was, after all, the goal behind the 1994 founding of the FCCA Conference,” says Michele M. Paige, president of the association.

In the dynamic cruise industry, the game’s rules constantly change—and you’re not the only one longing for a chance to get on the playing field.

Plenty providers vie for the competition to get on the roster of a winning team, and the cruise industry is the fastest growing leisure travel sector, consistently posting over 100 percent occupancy and year-over-year growth.

Its significance can also be seen in its direct economic impact on cruise destinations. According to a study performed by Business Research & Economic Advisors (BREA), 21 participating destinations saw cruise tourism economic contributions of $1.99 billion, including 45,225 jobs.

Who would pass up playing time on a team with that record?

52 Cruising Magazine • First Quarter 2015

Join the Team To get in the game, you have to know the players. But how? If you were having a problem with your electric bill, you probably wouldn’t call the president of the power company; you would likely talk to an automated machine and spend time on hold before finally reaching a customer service representative.

But what if you and the electric company president had a mutual friend who introduced the two of you at a dinner, cocktail reception or even on a Caribbean cruise?

The FCCA is your friend. The association serves as a liaison between providers and destination partners like you and the cruise industry’s movers and shakers who decide where ships go, what to sell onboard and how to invest in infrastructure.

“The most important reason to join the FCCA is the immediate and direct contact a company will have with the decision makers in the cruise industry,” informs Micky Arison, chairman of Carnival Corporation & plc and the FCCA. And those Member Line decision makers carry a lot of weight and influence throughout the industry and world.

Though the FCCA focuses on the Caribbean and Latin America, its 19 Member Lines circle the globe: AIDA

Cruises, Azamara Club Cruises, Carnival Cruise Line, Celebrity Cruises, Costa Cruise Lines, Croiseres de France, Cunard Line, Disney Cruise Line, Holland America Line, MSC Cruises (USA) Inc., Norwegian Cruise Line, Oceania Cruises, P&O Cruises, Princess Cruises, Pullmantur Cruises, Regent Seven Seas Cruises, Royal Caribbean International, Seabourn, TUI Cruises.

Game On You’ll find the names in the FCCA Membership Directory, Highlight Issue and quarterly Cruising Magazine. And you’ll see the faces at Platinum Member events, meetings, the annual FCCA Conference & Trade Show and even now—congregating in the FCCA booth (#695) at Cruise Shipping Miami.

But you won’t have to worry how to catch their attention. The FCCA offers many ways to get on the minds of these decision makers and the FCCA’s numerous destination and service partners.

One is through a number of marketing options, all offering unique, tailored approaches to spotlight you in FCCA events and publications. Event sponsorships prominently display your logo, brand, message and partnership with the cruise industry where these crucial stakeholders gather.

Looking around the FCCA booth will show some of these examples. The

Gala Dinner Extraganza, also taking place during Cruise Shipping Miami, presents more of these ways. It allows anyone to purchase a ticket to sit with a cruise executive of their choice for an unforgettable night complete with a cocktail reception, art auction and a sitdown dinner hosted by FCCA Member Line executives, presidents and CEOs. Traditional print advertising is available in FCCA publications that are distributed to, read by and participated in by over 300 FCCA Member Line executives.

And over 13,000 travel agents and 5,000-plus industry partners representing all sectors of the cruise industry— such as retailers, attractions, port agents, suppliers, hoteliers, tour operators, shipbuilders, purchasing, food and beverage operations, entertainment personnel, finance and administration departments, marketing and PR representatives and international press and media correspondents— receive FCCA publications.

Other marketing opportunities include direct mailing to over 18,000 contacts, mailing inserts, advertising on the FCCA website and in FCCA staff’s email signature, along with participating in a weekly newsletter to deliver your brand, news or PR message to over 10,000 travel professionals.

Plus chances, prospects and advantages abound in the FCCA’s membership program. FCCA membership, like membership in most organizations, provides you with some basic benefits, such as discounts and savings on advertising and event registration fees; collateral support; and access to cruise executive meetings and the most up-to-date industry research and trends.

One of these membership discounts is for the FCCA Cruise Conference and Trade show, which will gather about 100 cruise executives and 1,000 industry stakeholders in Cozumel, Mexico from October 6-9, 2015 for a four-day agenda of one-on-one meetings, workshops, social functions and networking opportunities.

“More can be accomplished in the four days at the FCCA Conference than during the other 361 days of the year,” tells Adam Goldstein, president & COO of Royal Caribbean Cruises Limited.

“Everybody who’s anybody in the cruise industry attends this event.

Decision makers are quite open to hearing about new products, services, destinations, shore excursions and ideas.”

However, the real prize is through Platinum Membership, which gives you a direct line to these decision makers.

Besides granting special privileges and complimentary registrations at FCCA events like the Conference and Gala, numerous private Platinum Member events build relationships between Platinum Members and cruise executives, such as the Platinum Associate Member Advisory Council (PAMAC) Cruise Summit, inaugural cruises and exclusive Cruise Shipping events.

Another, the PAMAC Conference, brings Platinum Members and cruise executives together in a partner destination for more of what all FCCA events seek—a healthy mix of business and pleasure. PAMAC members have seen this balance while closing deals at onboard parties or getting an inside look at industry projects and enjoying an unforgettable shore excursion.

“I can’t tell you how many productive people I’ve had a chance to get to know while attending the PAMAC Conference,” tells Giora Israel, senior vice president of port & destination development for Carnival Corporation.

“These are the people who have ideas and projects I want to know about— and need to know about.”

Scoring Points A good coach knows that team members who work together to reach a common goal develop unbreakable bonds. FCCA members—destination ministries, port agents, tour operators, product and service providers and more—come to appreciate each other’s talents as they form teams to tackle a wide range of projects that not only boost the regional

cruise industry, but also give back to the destinations that welcome FCCA Member Line cruise ships.

Imagine how it feels to know you and your colleagues provided smiles, gifts and holiday festivities for needy children throughout the Caribbean and Latin America. This heartwarming experience is delivered every year through the FCCA Foundation’s Holiday Gift Project.

“Working with the FCCA Foundation, the association’s charitable arm, has been one of the most enriching experiences of my life,” shares Federico Gonzalez-Denton, associate vice president of government relations in Latin America and the Caribbean for Royal Caribbean Cruises Limited. “The added benefit is that I meet great people through the Foundation, and we end up doing great things together in the cruise industry.”

Final Score The FCCA can put you in the middle of the action, but it is much more than a door to the cruise industry. Members make business contacts, but also form significant relationships. Consider the FCCA your keystone for success—a coach that links players and motivates them to operate as a team.

“Never has it been more important for cruise and travel partners to come together and share ideas,” as Paige tells.

“That’s what the FCCA is all about.”

Go for the win. If you want to bring the lines to your destination; get your product onboard the ships; target the audience doing the above at FCCA events; advertise in numerous publications with the same audience, along with an extensive database; or collaborate to find a specific opportunity for you, the FCCA is your source. Become an FCCA Associate or Platinum Member, and advertise where your message will be seen by discerning eyes that can make a difference. The team wants— and needs—what you have to offer.

First Quarter 2015 • Cruising Magazine 53

El Salvador to Display Its and Central America’s Cruise Tourism Opportunities during FCCA Central America Cruise Summit

By José Napoleon Duarte Durán, Minister of Tourism of El Salvador

E

l Salvador can confidently say it is on course for its cruise tourism voyage. One sign of this—hosting the 2015 FCCA Central America Cruise Summit—will take place May 13-15 in our capital city, San Salvador.

The event will gather key players in Central America’s cruise industry, generating a dynamic platform for promoting and deepening the relations between our region and cruise lines. It also provides chances for both the cruise industry representatives and tourism stakeholders to explore opportunities arising in the region’s emerging markets.

El Salvador is ready and waiting to receive visitors for this event, who will discover the destination’s majestic volcanoes, charming colonial towns, historical sites, archeological parks and museums, world-class surfing and friendly and welcoming people.

Being the smallest country in Central America, attractions in El Salvador 54 Cruising Magazine • First Quarter 2015

are more concentrated and easier to reach, offering the possibility to enjoy a wide array of activities all in the same day and only a few hours away from the coast.

El Salvador has two cruise ship ports, located in the towns of Acajutla and La Unión. The port of Acajutla, one of the most modern facilities in all of Central America, receives cruise ships periodically. In addition to the existing infrastructure, new cruise terminal facilities are planned for Acajutla, along with other investments to build a strong and sustainable cruise shipping industry within El Salvador.

Cruise ship visits have experienced a growth in El Salvador over the last years, benefitting its tourism destinations’ economies. At the present time, several public institutions—including the Ministry of Tourism, the Maritime Port Authority and El Salvador’s Autonomous Executive Port Commission (CEPA)—are working with local private tourism companies to

promote and develop cruising as a priority tourism sector.

El Salvador’s tourism attractions and cruise tourism efforts will be on display during the event, and our industry workers, valued travel partners and friendly people look forward to welcoming all attendees and creating a timeless memory.

San Salvador is the place to be from May 13-15, 2015.

U.S. Virgin Islands Offers Something for Every Cruiser

By Beverly Nicholson-Doty, Commissioner of Tourism, United States Virgin Islands

S

ailing into the alluring ports of the U.S. Virgin Islands is a special experience for cruise passengers. Once docked, passengers are greeted by warm Virgin Islands hospitality, a vast range of duty-free shopping options, and local offerings.

Cruise ships of all sizes can dock in the U.S. Virgin Islands. Our three deep water ports, which feature seven berths, can accommodate the largest cruise vessels in the world, while smaller vessels can anchor in charming Cruz Bay, St. John, or Gallows Bay, St. Croix.

Whether it’s bustling Charlotte Amalie in St. Thomas, or historic Frederiksted in St. Croix, the ports of the Virgin Islands are a perfect gateway to all that the territory has to offer.

56 Cruising Magazine • First Quarter 2015

The U.S. Virgin Islands – St. Thomas, in particular – is known as a world-class shopping mecca, and with good reason.

From elegant boutiques to small shops and everything in between, there is something for every budget and taste.

Shoppers can choose from fine jewelry, haute couture, local art, antiques, keepsakes and souvenirs.

No visit to St. Croix would be complete without indulging in one of the island’s most memorable souvenirs, the famous Crucian Hook Bracelet. This beautiful handcrafted piece is an iconic fashion statement from the island.

Of course, in this paradise, there is no shortage of some of the world’s best beaches and water activities.

Whether it’s the renowned Trunk Bay in St. John, Magens Bay in St. Thomas or Sandy Point in St. Croix, or one of the secluded smaller bays around the islands, our beaches beckon visitors to experience true relaxation.

For those who can’t get enough of the crystal clear, azure waters, take a relaxing catamaran sail and enjoy a day snorkeling and swimming around the remote islands and cays. The bales of sea turtles commonly spotted on Buck Island, just off St. Croix, are always a treat for snorkelers and locals alike.

Our pristine beaches framed by lush coastal vegetation also invite visitors to venture inland where a diverse offering of attractions are scattered across St. Croix, St. John and St. Thomas.

Getting off the beaten path rewards visitors with glorious vistas on Buck Island, Francis Bay or Smith Bay Park.

If visitors are looking for more active adventures, then sea trekking, kayaking, bike tours or hiking in the National Park are just a few of the various activities to experience in the U.S. Virgin Islands.

If your idea of paradise is simply taking in the spectacular views, Mountain Top, Paradise Point and Point Udall are all must-see sights.

The U.S. Virgin Islands is blessed with a rich history spanning the centuries of colonial rivalry and maneuvering of the beautiful islands.

Estate Whim Museum on St. Croix is a rich repository of history and culture in the Virgin Islands, with one of the most comprehensive archives of ancestry data.

Plans include bringing the collections to life as a living museum, allowing visitors to travel back in time to see how our ancestors cooked, entertained and lived.

The U.S. Virgin Islands continues to enjoy growth in the cruise industry and were delighted recently to welcome Quantum of the Seas on its inaugural visit to St. Thomas.

Approximately 1.9 million cruise visitors arrive in the territory each year, spending approximately US $140 each and making a significant contribution to the economy.

More than 20 percent of visitors indicated they visited the Virgin Islands on a cruise. We enjoy saying, “If you enjoyed your six hour visit, see what we can show you in six days. Visit one or, better yet, all three!”

The smart partnership between the

Florida-Caribbean Cruise Association and the U.S. Virgin Islands enhances interaction with cruise executives at their annual conference, platinum events or simply as a point of information on the cruise industry.

Through the work of the FCCA, the U.S. Virgin Islands maintains a vital

immersion in this important sector of the tourism industry.

With a shared commitment to provide world-class experiences, the territory looks forward to its continued engagement with the FCCA and to enhancing its attractiveness not only to cruise lines but also to the global traveling public.

First Quarter 2015 • Cruising Magazine 57

What Are Your Tour Guides Really Doing on Tour?

By Beth Kelly Hatt, President, Aquila’s Center for Cruise Excellence

T

our guides are trained when they start the job, but it should not stop there. Most would agree that any type of training is an ongoing learning process, and this process is crucial for tour guides. Ongoing training keeps guides fresh, invigorated and aware of the importance of their job and performance. It keeps them from getting stale, from the tour becoming routine, or from doing or saying things they shouldn't!

Last August we trained 100 experienced guides in Cartagena, Colombia, which employed this continual process, raised the level of excellence in the destination, and added a final assessment video for English proficiency, all of which became invaluable for local tour operators.

Junior Porras from Aviatur Colombia reported, “From my point of view after the training, the tour guides are more conscientious about the passengers and their role on this job…we are getting better day by day.”

Training elevates a destination’s service excellence, whether in a group classroom setting like Cartagena or individually, like this recently Aquila-certified guide from Aruba who did training online: “I really loved the course. It taught me a whole lot and made me a much better tour guide. I feel a big difference in my tours...This program is exactly what I needed. I thank you so very much for the opportunity…I know there is much more I have to do, but at least now I know what exactly.”

How do we make this training and service excellence sustainable and long lasting? Ensuring continued quality assurance with processes for evaluation and national standards need to coincide with the training. Once tour guides learn to do things a certain way, tour operators need to work with them to reiterate what was taught and give constructive feedback on their performance. This gives the training the best chance for sustainability. Everyone gains if all parties are working with the same messaging and level of service excellence.

Beth Kelly Hatt is the president of Aquila’s Center for Cruise Excellence, the FCCA’s official training partner. You can learn more about their training programs at www.CruiseExcellence.com 58 Cruising Magazine • First Quarter 2015

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Faces In The Industry Calvin Smith – Chef de Partie, Disney Cruise Line Originally from Ocho Rios, Jamaica, I worked at the Ritz Carlton in Jamaica before joining the cruise industry. I was looking for something more exciting. I wanted the chance to travel and see different places.

I chose Disney Cruise Line because the Walt Disney Company is recognized around the world. Disney has high standards and is a fun environment where team members treat each other with kindness and respect. I have many friends that work for a variety of cruise lines, and the ones that work for Disney Cruise Line say it is the best.

Jamaica

I started with DCL in 2008 as a cook 2. I then was promoted to a cook 1 and to a chef de partie. I am also preparing to advance to a junior sous chef and have the opportunity to cover that role when there is a gap on the ship.

In my current position as chef de partie, I report to the chef de cuisine and assist him by ensuring that the production of all menu items is of high quality and served promptly. Because we are the production team, all other galleys on the ship depend on us. I currently supervise six cooks in the area and make sure they follow the recipes, portion control and industry standards.

I love meeting different people from around the world. I also love Disney because I learn something new all the time. Learning new things allows me to keep my skills and experience up-to-date. The other thing I really love about Disney is having the opportunity to advance in my career. The opportunities are endless if you are willing to work hard.

I would recommend becoming a cruise ship crew member because of the career opportunities within the company and the shipboard way of life. It is also pretty cool to meet different crew members from other countries.

Edwin Otoniel Martinez Bahr – Senior Floor Care Specialist, Carnival Cruise Line I’m Edwin Otoniel Martinez Bahr, and I was born in Tela Atlantida, Honduras. Spanish is my native language, and I also speak English.

Before coming to work for Carnival, I was employed by Villas Telamar Hotel and Resort in Telamar, Honduras as a hotel attendant for two years, where I learned about the hospitality business.

As senior floor care specialist, I’m responsible for the supervision of all floor care specialists and the program and training related to carpet care, hard floor restoration, wooden floor restoration, linoleum maintenance, carpet installation, upholstery maintenance, housekeeping equipment inventory and care of all Carnival Cruise Line vessels.

Honduras

I joined the cruise industry because it was a something that at my young age that intrigued me, and it seemed like a new opportunity at a new life. My family recommended Carnival because of the company’s good reputation. They also talked so much about the various opportunities the company has to offer, and that made me want to have an experience in the cruise industry working for Carnival Cruise Line.

I love working at sea onboard cruise ships because it’s a chance to get more experiences in many different duties, and I enjoy the company of many different nationalities—not only the crew onboard, but our guests as well.

I recommend becoming a crew member onboard one of Carnival’s 24 ships to take advantage of the different opportunities the company offers. Not only for getting promoted to a different position onboard, but also by having the opportunity to become more professional in our crew training center by learning different languages and management skills.

My favorite destination so far is the port of Hilo in Hawaii. This destination provided me a pleasant stay and comfort. I enjoyed the volcanic scenery, the food, culture and the friendliness of the Hawaiian natives. But what mesmerized me the most were the beaches that gave me a great feeling of natural relaxation.

62 Cruising Magazine • First Quarter 2014

FCCA Operations Committee meets with Panama delegation in Miami.

FCCA meeting with partners in Puerto Plata for the PAMAC site inspection.

64 Cruising Magazine • First Quarter 2014

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