2019 FCCA Cruise Industry Overview

Page 1

Cover photo: Cocles Manzanillo - Costa Rica

Table of Contents Onboard Employment Overview ............................................................................................................. 14 Potential Supplier Checklist ................................................................................................................... 26 Environmental Overview ......................................................................................................................... 30 Frontline Destination Training ................................................................................................................ 34 FCCA Foundation ............................................................................................................................... 38

Published by: Florida-Caribbean Cruise Association 10390 USA Today Way, Miramar, Florida 33025 Phone: (954) 441-8881 • Fax: (954) 441-3171 E-mail: info@f-cca.com • Website: www.f-cca.com


Cruise Industry Overview ......................................................................................................................... 4



State of the Cruise Industry

Another record was broken in 2018, with approximately 28.2 million guests cruising globally – a 5.6 percent increase compared to 2017’s previous high of 26.7 million. Coupled with an annual occupancy percentage again exceeding 100 percent, this passenger growth shows continued consumer interest in cruising and an industry where demand continues to outpace supply.

Global Ocean Cruise Passengers (Millions)


* = projection


Yet enhancing that demand remained one of the industry’s core objectives. While benefiting from cruising becoming a mainstream vacation option and evolving with the new consumer concentration on experiences, differentiation of particular cruise brands and multifaceted, multimedia initiatives to target their guests have paid dividends in both drawing the new-to-cruise market and repeat guests, along with keeping the industry in the spotlight. Both displaying that differentiation and supporting the demand, FCCA Member Lines launched nine vessels in 2018, adding 33,000 lower berths and featuring a world of innovations aligning with cruise brands and guest wants—from sky-diving, go-karts and rollercoasters to celebrity chefs, breathtaking spas and all-suite staterooms—while catering to everyone from multi-generational families to solo cruisers, and offering all of them ways to personalize and maximize their one-of-a-kind, once-in-a-lifetime vacation through new (and even wearable) technologies with customizable experiences and reduced friction points. The industry also again benefited from the highly competitive, globalized environment, but the Caribbean retained its title as the leading market for deployment, accounting for more than a third (34.4 percent) of the global deployment capacity market share in 2018.

Deployed Capacity Share

This year is poised to reach new heights and records, with a forecast of 30 million sailing the oceans on FCCA and CLIA member cruise lines – a 6.4 percent increase over 2018. Driven by 10 new vessels—adding more than 37,000 lower berths and representing an investment of $7.6 billion—launching in 2019 from FCCA Member Lines alone, the record cruise guests will have the world as their gangway, with nearly 1,000 ports. They will also hail from around the world, with universal growth in global source markets throughout the years—and particular increases from 2016 to 2017 including Canada at 15 percent, China at more than 14 percent and Germany increasing 10 percent.




Where Passengers Come From

Represents Total Ocean Cruise Passengers (in Millions)


That global growth also represents positive impacts for those communities. In fact, the cruise industry sustained 1,108,676 jobs equaling $45.6 billion in wages and salaries and $134 billion total output worldwide in 2017. The industry also leads the way in numerous environmental initiatives, from groundbreaking technologies like exhaust scrubbers and being powered by low-emission Liquefied Natural Gas (LNG), to sustainable sourcing, elimination of single-use plastics, restoration of coral reefs, and other policies and practices that regularly exceed standards while fostering a safe, secure, healthy and sustainable cruise ship environment for the tens of millions of passengers who cruise annually. Looking to the future, the industry sees a clear path to continuing full steam ahead by building onto its strong foundation that has only begun to tap the potential of overall tourism, as cruise tourism only represents about 2 percent of the world travel market. To support this, FCCA Member Lines have 72 vessels on order between 2019-2027^, which will add more than 240,000 lower berths and reflect an investment of $57.6 billion. While many of those vessels are large in both features and capacity, with 16 vessels to sail with 5,000 or more guests, they also show further differentiation and growth of sectors like luxury and expedition, with 14 ultra-luxury and expedition ships on order. Additionally, 23 of the newbuilds will have LNG capability.

^As of February 1, 2019


2019 Cruise Travel Trend Predictions 1.

Instagrammable Cruise Travel: Instagram posts are driving interest in travel around the world, so much so that on an average day, there can be close to 351 million posts with the tag #travel. With onboard connectivity, cruise passengers Instagram feeds with diverse travel experiences both onboard and on land from several cruise destinations.


Total Restoration: Stressed out from fast-paced lives, travelers are seeking ways to check out from daily responsibilities and rejuvenate more than ever before. Cruise lines are responding by offering total wellness in the form of restorative spa experiences, onboard oxygen bars, healthy menu choices for a wide variety of diets, and the latest in fitness innovations.


Achievement Over Experience: Experiential travel has evolved into achievement travel as vacationers are looking for immersive, cultural experiences beyond sightseeing. Bucket lists have become more goal-oriented and cruise lines are meeting these demands. Passengers can conquer Machu Picchu or complete culinary workshops hosted by Le Cordon Bleu chefs.

4. On-Board with Smart Tech: Cruise lines have adopted wearable technology for cruise travelers-including keychains, necklaces, bracelets, and more-in order to provide a highly personalized travel experience while on and off the ship. 5.

Conscious Travel: Travelers want to see the world in a conscious, mindful way. The cruise industry is more conscientious than ever, working with local communities to preserve their heritage and implementing innovations that decrease the environmental footprint of cruise travel. The industry is also working with destinations to bring the benefits of tourism to local economies while preserving local cultures, landmarks and environments.

6. Access is the New Luxury: Travelers are setting their sights on destinations that were previously out of reach, some only accessible now by cruise ship. They want to be among the first of their peers to experience destinations such as the Galapagos Islands and Antarctica. Gen Z at Sea: Generation Z is set to become the largest consumer generation in the next two years-outpacing even Millennials. Like the generation before, this age bracket prefers authentic experiences over material items and has an even greater wanderlust. The appeal of multiple destinations and unique experiences, such as music festivals at sea, is helping attract this new generation of cruisers.


Off-Peak Adventures: The off-peak season is rising in popularity, whether travelers are looking to escape the cold in a tropical place or embrace the chill in a new destination. Cruising offers some once-in-a-lifetime experiences during the colder months that include: excursions to see the Northern Lights, visiting a penguin colony, and touring European Christmas Markets.


Working Nomads: Combining work with leisure time is on the rise. Straying far from the notion of device-free travel, many modern travelers or “digital nomads” are opting for trips where they can work remotely which cuts down on time off and lost wages. With WiFi, desks and workfriendly cafes, travelers can keep up with work while enjoying a cruise vacation.


Female-Centered Cruising: With the number of female travelers growing, many tourism and travel companies are creating female-centered itineraries based on interests and connecting women with other women. Female-centered cruises can create a female empowerment community at sea while allowing travelers to experience the world around them, as well as visit famous feminist landmarks.


Going Solo: With more Google searches for “solo travel” and “traveling alone” than ever before, traveling alone is rising in popularity. Cruising allows for solo travel without the worry of arranging a ton of details while visiting even the most far-reaching destinations and connecting with other travelers, forming community bonds and experiencing once-in-a-lifetime things.




Industry Overview •

In 2018, a record 28.2 million passengers cruised globally.

An estimated 30 million will cruise globally in 2019.

$134 billion in total economic impact and 1.11 million jobs paying $45.6 billion in wages and salaries were generated by the global cruise industry in 2017.

The cruise industry is the fastest-growing category in the leisure travel market.

From a capacity standpoint, utilization is consistently over 100%.

More than eight out of 10 CLIA-certified travel agents expect increased cruise sales in 2019.

Throughout its history, the cruise industry has responded to vacation desires of its guests and embraced innovation to develop new destinations, new ship designs, new and diverse onboard amenities, facilities and services, plus wide-ranging shore side activities. Cruise lines have also offered their guests new cruise themes and voyage lengths to meet the changing vacation patterns of today’s travelers.

The cruise ship order book from 2019-2027 includes 72 new vessels from FCCA Member Lines, representing more than 244,000 lower berths and an investment of $57.6 billion.

Note: Information for global ocean passenger capacity and economic impact, deployment, passenger sourcing and cruise travel predictions provided by Cruise Lines International Association (CLIA). 2019 forecast based upon historical relationship between yearly capacity increase and yearly passenger increase. New vessels and capacity deployment as identified through December 2018. New ship announcements, vessel retirements and quarterly passenger reporting will affect these figures.


Cruise Industry’s Economic Impact to Caribbean and Latin American Destinations


Highlights of the Business Research & Economic Advisors (BREA) 2018 Economic Contribution of Cruise Tourism to the Destination Economies* include: •

$3.36 billion in direct expenditures were generated by cruise tourism, up 6.3% compared to the last study in 2015 and the previous record.

78,954 jobs were attributable to the industry, up 5.2% compared to the last study, paying a total employee wage income of $902.7 million.

Destinations welcomed 25.2 million onshore visits from cruise passengers, with an average spend of $101.52, generating a total of $2.56 billion.

Destinations welcomed 4.4 million onshore visits from crew, with an average spend of $60.44, generating a total of $265.7 million.

$534 million was generated by cruise line expenditures, including port fees and taxes, payments to local tour operators and payments to local businesses for supplies and services.

The 29.6 million passenger and crew visits represent a 5.2% increase compared to the previous study, and the 32 common destinations in the 2015 and 2018 studies experienced a 6.5% increase in passenger visits.

Average per passenger spend increased for 23 of the 32 common destinations, and 12 destinations recorded average spend rates above $100 per passenger (up from nine in 2015).

The highest expenditure per passenger was $165.42 in U.S. Virgin Islands, and the highest expenditure per crewmember was $130.63 in Puerto Rico.

On average, a single transit cruise call with 4,000 passengers and 1,640 crew generates $378,500 in passenger and crew spending alone: $339,500 and $39,000, respectively.

It is clear that the cruise industry’s economic impact in the Caribbean and Latin American is significant and continues to grow. The Member Lines of the FCCA urge stakeholders to carefully analyze all of the study’s information and see how the cruise industry positively impacts their destination’s economy.

*This study is coordinated between the FCCA and BREA every three years, and participation is available for any interested destination in the Caribbean or Latin America. This study and past versions can be downloaded at www.F-CCA.com/research.


^36 Participating Destinations with Total Cruise Tourism Expenditures (in $US Millions): Antigua & Barbuda ($77.7); Aruba ($102.7); The Bahamas ($405.8); Barbados ($71.0); Belize ($86.1); Bonaire ($30.2); British Virgin Islands ($12.6); Cayman Islands ($224.5); Colombia ($59.8); Costa Maya, Mexico ($89.5); Costa Rica ($29.2); Cozumel, Mexico ($474.1); Curacao ($71.7); Dominican Republic ($134.7); Ensenada, Mexico ($40.4); Grenada ($19.2); Guadeloupe ($52.9); Guatemala ($11.1); Honduras ($107.4); Jamaica ($244.5); Manzanillo, Mexico ($2.7); Martinique ($38.2); Mazatlán, Mexico ($15.9); Nicaragua ($5.7); Panama ($77.8); Progreso, Mexico ($32.7); Puerto Chiapas, Mexico ($1.6); Puerto Rico ($151.2); Puerto Vallarta, Mexico ($42.5); St. Kitts & Nevis ($149.3); St. Lucia ($59.4); St. Maarten ($143.2); St. Vincent ($16.4); Trinidad ($3.5); Turks and Caicos ($86.5); and the United States Virgin Islands ($184.7).


Who Cruises and Why?


Findings from CLIA’s 2018 “Cruise Travel Report”


Cruisers use their trips as unique ways to experience and discover new destinations, and once cruisers visit a destination on a cruise, there is a high likelihood they will return, regardless of age and income bracket.

Experience-seeking Millennials are especially likely to use cruising to sample destinations for a later return—with 72% of Millennials having returned to a destination visited on a cruise, compared to an average of 53% for Gen X, Boomer and Traditionalist—and to extend a vacation at a port city, with 68% doing so, compared to 53%, 53% and 56% for Gen X, Boomer and Traditionalist, respectively.

The loyalty of cruisers to their preferred vacation type remains strong. Nine out of 10 say they “probably or definitely will” cruise again, and Millennials who “definitely will” book a cruise for their next trip increased from 63% to 70%.

There is a cruise for everyone, regardless of income. Though cruises are favored most (75%) by travelers making between $150K-$200K, 66% of those making less than $100K say cruises are the better vacation type, as did 70% of those making more than $200K. Income is no barrier within the cruising vacation marketplace.

Millennials love to travel in luxury; 24% of them have traveled on a luxury line in the last three years versus of an overall average for that class of 10%. Millennials also represent a higher share of the premium market. Regardless, contemporary cruises are the most popular option (88%), premium (35%) and luxury (10%).

Travelers who take a cruise are 40 percent more likely to travel with friends, partners/ companions or children than land-based peers.




Are cruises better or worse than land-based vacations in terms of:


% Better

% Worse

Relaxing and getting away from it all



Chance to visit several destinations



Being pampered



Being easy to plan and arrange



Being hassle free



Being reliable



Offers something for everyone



Variety of activities



Fun vacation



High quality entertainment



Being luxurious



High quality entertainment



Being exciting and adventurous



Unique and different



Good value for the money



Fine dining



Good children activities



Good vacation for the entire family



What Is the FCCA? The FCCA is a not-for-profit trade organization composed of Member Lines operating nearly 200 vessels in Floridian, Caribbean and Latin American waters. Created in 1972, the FCCA provides a forum for discussion on tourism development, ports, safety, security, and other cruise industry issues, while building bilateral relationships with destinations’ private and public sectors. By fostering an understanding of the cruise industry and its operating practices, the FCCA works with governments, ports and private sector representatives to maximize cruise passenger, crew and cruise line spending, as well as enhance the destination experience and increase the amount of cruise passengers returning as stay-over visitors. Please find out more by visiting F-CCA.com and following @FCCAUpdates on Facebook, Instagram and Twitter. Member Lines AIDA Cruises, Azamara Club Cruises, Bahamas Paradise Cruise Line, Carnival Cruise Line, Celebrity Cruises, Costa Cruises, 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, Silversea Cruises, TUI Cruises, Virgin Voyages

YOUR PASSENGERS’ U.S. VIRGIN ISLANDS STORY STARTS HERE Shopping, beautiful beaches and attractions are waiting to be discovered by your passengers once they arrive. You’ll be able to enjoy our accommodations designed to meet your and your vessel’s needs. For more information on the ports of the U.S. Virgin Islands, visit www.viport.com and www.wico-vi.com.





# U S V I St i l l Nice visitUSVI.com

©2018 U.S. Virgin Islands Department of Tourism

Cruise Industry Onboard Employment Overview Shipboard employment in the cruise industry can be an exciting, rewarding and fulfilling opportunity for Caribbean and Latin American citizens. While this is true, there are also unique requirements that accompany employment with a cruise line that are very different from traditional life ashore.

Education Training While a high level of education for crewmembers is always desirable, it is not always necessary. However, a strong willingness to learn is. A high school diploma or equivalent is preferable, but not necessary. Some job categories and positions will require specialized training and/or education. Attitude/Work Ethic While the types of positions available onboard vary, the attitude and work ethic required of onboard staff does not; every crewmember is expected to have pride and dedication to their work. This is especially true of crewmembers coming into contact with passengers. Governments seeking to recommend persons for employment should only suggest those with the highest moral standards and good character, as these persons will not only be representatives of their cruise ship and line, but of their country of origin (which may even be a destination on their ship’s itinerary). Onboard employees are expected to maintain high standards of personal hygiene, most especially those who interact with passengers.


Shipboard Life Onboard employees not only work on their respective ships, but live there, as well. Shipboard employees spend the majority of the year aboard, away from their families. Most employment commitments are for nine months. Depending on the position, most employees live two to four per cabin. An interest in a seagoing lifestyle is a necessity for onboard employment.


Job Categories There are four main categories of shipboard employment, each requiring different levels and types of experience, training and education. They are: • • • •

DECK - Responsible for seaman’s duties, refurbishment and sanitation. ENGINE - Responsible for the engine and other technical systems. FOOD AND BEVERAGE - Responsible for all food and beverage preparation and serving. HOTEL - Responsible for all cabins and public areas assigned to passengers, as well as meeting all passengers’ needs.

The following pages are more detailed breakdowns and descriptions of the different positions available within these four categories. Please take the time to learn more about these opportunities to see if any of them are right for you.

Deck General Requirements Requires previous maritime experience on a cargo, passenger or fishing vessel. • Deck ratings forming part of a navigational watch should meet the mandatory minimum requirements. Administrations shall ensure that an authorized document is issued to every seafarer who is qualified to serve as a rating forming part of a navigational watch. • Any A.B. should have a good knowledge of helmsmanship and be familiar with all kind of deck work. • The O.S. will train constantly to become familiar with all kinds of deck work and helmsmanship.


Specific Job Descriptions


Chief Sanitation Operator The Chief Sanitation Operator is entrusted with the proper disposal of garbage. Sanitation Operator Assists the Chief Sanitation Operator. Refurbishing Crew • Requires general maintenance experience. • Works all over the ship doing whatever is needed in maintenance, upholstery, carpentry, painting, wallpapering, etc. Deck Storekeeper Is in charge of deck and sometimes carpenter supplies. Responsible for: • Maintaining minimum quantities by advising when to order; • Receiving materials and supplies; • Issuing and checking in materials and tools for deck work activity; • Minor repairs and maintenance of equipment; • Cleaning, organizing and maintaining all deck store spaces; • Assisting in maintenance and marlinespike items that can be done in the storeroom; • Assisting in mooring, if needed.

Engine General Requirements Some shipboard or industrial experience preferable, but will consider vocational training equivalency or high desire to enter field in lieu of experience. Specific Job Descriptions Chief Electrician Officer The Chief Electrician Officer supervises the whole electrical department. Should have recognized electrician’s qualifications and is responsible for the electrical maintenance and repairs of: • • • • • • • • • •

Alternators; Motors; Switchboards; Deck equipment; Engine control system; Elevators; Loudspeaker systems; Galley equipment; Laundry machines; Freezers and ice machines.

The Chief Electrician Officer maintains routines for the testing, checking and maintenance of the various electrical equipment, including electrical safety and life-saving equipment. First, Second and Third Electrician Work under the direction of the Chief Electrician Officer and perform all tasks allotted by him or her.

Engine Storekeeper The Engine Storekeeper is the work leader for the Engine Crew who are not working under the direct instructions of the Watch Engineer. Assists with the maintenance of the inventory, purchase acquisitions and the distribution of parts and consumables to the Officers in charge of maintaining the plant. In charge of the general engine repair and maintenance work with specialty tool work and storekeeping. Should be experienced in gas and electric welding and with the general fabrication of pipes and lathe work. Machine Tool Operator The Machine Tool Operator is in charge of the machine shop onboard. Must be familiar with all lathe work and milling machines. Engine Room Ratings Engine ratings forming part of an engine room watch should meet the mandatory minimum requirements.


Electrician’s Assistant Work under the direction of the Chief Electrician Officer or the Electrician Officer designated by him or her.


These requirements do not apply to trainees, assistants to the Head of the Watch or ratings with unskilled duties. An Engine Room Rating should be able to perform the following: • Maintain engine room watch-keeping procedures and carry out a watch routine appropriate to duties. • Use safe work practices as related to engine room operations. • Be familiar with terms used in machinery spaces and know the names of machinery and equipment relevant to their duties. They must also be able to understand orders and make themselves understood. • Know and act upon basic environmental protection procedures. Engine Room Ratings include Firemen, Oilers/Motormen, Engine Fitters and Engine Cleaners and Storekeepers. Welders/Pipefitters may be required to work in the Engine Room. Engine Crew required to keep a boiler watch must have the knowledge of the safe operation of boilers. Engineer Ratings Concerned with general mechanical maintenance and repairs anywhere onboard outside the engine room, including plumbing, overhauling ice-making machines, reefers, compressors, pumps and associated gear.


Engineer Ratings include Deck Mechanics, Plumbers, A/C Reefer Mechanics and Welders/Pipefitters.


Food and Beverage General Requirements Knowledge of food and beverage preparation is desirable. Quality service attitude and meticulous hygiene is required. Specific Job Descriptions Food Department It is well known in the industry that some cruise ship passengers rate the quality and abundance of the food of greater importance than the ports of call! Thus the need for an extremely high level of food preparation and presentation cannot be overestimated. The Food Department is one of the largest departments onboard and must be able to produce up to, and occasionally in excess of, five hundred superb meals per sitting. In addition to this daunting task, the Food Department has the important responsibility to ensure that USPHS standards are adhered to in every aspect of the operation, from food preparation and the sanitary condition of the galley and equipment to the hygienic habits practiced by its personnel. Outsiders are not allowed in the galley without permission, and the Master and the ship’s management team regularly inspect it. All necessary repairs are reported and carried out without delay. Special attention must be paid to safety, and galley personnel are particularly vigilant to avoid any possibility of a fire.

Junior/Second Cooks Each Junior/Second Cook reports to the Sous Chef, and each has their own area of responsibility according to a schedule prepared by the Executive Chef. The Breakfast Cook has special skills and prepares all batters, omelets and breakfast meats for the dining room and buffet. Responsible for the sanitation in their area in the mornings, according to USPHS requirements. In the afternoons, prepares items and requisitions products needed for the following day. Trained in the proper handling and storage of frozen and (in particular) fresh egg products in accordance with USPHS. May be assisted by another Junior or Second Cook who does the simpler breakfast cooking. The Soup Cook prepares all soups for all outlets and works the hot line during sittings. Also prepares cold soups and soups for special menus. Responsible for the sanitation of the soup area, in accordance with USPHS. The Vegetable Cook (Entremetier) cleans, prepares and cooks all vegetables, including rice and potato dishes, and works the hotline during sittings. Responsible for the sanitation of the vegetable room and is trained in the proper handling, storage and preparation of fresh and frozen vegetables, in accordance with USPHS requirements.


The Food Department furnishes food and personnel for the breakfast and lunch buffets, which are held in areas other than the main dining room. The last meal of the day is the late night or midnight buffet, which is served either in the dining room or outside. As well as keeping passengers well fed, the Food Department must provide meals for a ship’s crewmembers.


One Junior Cook/Second Cook prepares the hot appetizers and other light cuisine, as directed by the Sous Chef. Third Cook A Third Cook is an all-around helper, working with the First and Second Cooks in all areas described above. Crew Cook The Crew Cook prepares all meals for the crew mess rooms, including breakfast. Prepares nutritionally balanced meals that cater to the requirements of a multi-national crew. Works at the serving line during meal hours and is responsible for the sanitation of the crew galley and the correct food handling practices in accordance with USPHS. Pantry (Garde Manger) The Head Pantry Man prepares the cold appetizers and cold sandwiches for lunch and dinner in the dinning room. Provides the canapĂŠs and finger sandwiches needed for parties and the boxed lunches when needed on tours. The other Pantry Men assist the Head Pantry Man; prepare cold soups, salads and dressings for the dining room; and ready fruits and juices for the dining room and buffet. Each Pantry Man is responsible for the sanitation of their area and the correct handling of food according to USPHS requirements. Buffet Men The Head Buffet Man prepares all cold buffet dishes and salads and all the cold decorative work for the buffets. Prepares aspic dishes and chaud froid displays.


The Ice Carver/Buffet Man assists the Head Buffet Man and does the ice and fruit and vegetables carvings. Prepares the fruit and vegetable trays for the buffets.


Each Buffet Man is responsible for the proper sanitation of their areas of work and the correct handling of food according to USPHS requirements. Pastry Chef/Men and Bakers The Pastry Chef is responsible for the preparation of all desserts for lunch and dinner, including the buffets. Prepares all pastries, biscuits, cookies, brownies, etc. and decorated cakes for special occasions. Assisted by the Pastryman/men. Snack Stewards The Head Snack Steward supervises the Snack Bar/Grills/Cafes, assisted by the Snack Stewards. Responsible for stocking, operating and replenishing the Snack Bar/Grills/Cafes. Responsible for the sanitation of their areas and correct food handling practices in accordance with USPHS requirements. Storekeepers The Head Storekeeper has particular responsibility for the loading and distribution of all food stores and reports to the Provision Master. Also works closely with the Executive Chef/Food Manager. Expected to maintain accurate inventories and strict control. Also assists the Provision Master as required. The Storekeeper assists the Provision Master and Head Storekeeper as required and reports to the Provision Master. Responsible for the cleaning of the storerooms and reefers.

Utilities Utilities are used in all areas of the Food Department as directed by their supervisors. They may work as assistants in any of the areas previously mentioned or as cleaners, runners, dishwashers, pot washers, glass washers or crew mess utility. Restaurant Department As stressed previously, food is an extremely important part of any cruise, and no matter how superior the quality of the food, improper or inattentive presentation and/or service will impair a passenger’s enjoyment of the dining room. The Restaurant Department plays an important part in a passenger’s rating of a cruise. Sullen or careless service will dampen the most enthusiastic guest, and no matter how much he/she enjoys the rest of the cruise, the service received in the dining room could determine whether or not a passenger sails with a cruise line again. Again, the importance of sanitation and personal hygiene cannot be exaggerated. In both respects, USPHS standards must be followed. Waiter Each Waiter is responsible for the food service and presentation at their station and tables. Takes the food orders and is expected to be knowledgeable about the menu and able to answer questions about the food preparation. Expected to provide attentive and assiduous service according to company training and procedures. A Waiter must be meticulous in personal appearance and hygiene.

Office Staff Waiters The Officer/Staff Waiters are responsible for serving all Officer/Staff meals in the designated mess. They are in training for promotion to the passenger dining room. They are expected to learn about USPHS requirements. Bar Department The Bar Department is responsible for beverage preparation and service onboard. Although it is principally the waiters and busboys who serve the dining room, the bar department is still responsible for providing the drinks and wine and ensuring the checks are processed correctly. The Department mans the bars in the showroom, casino, and by the pool, as well as the piano and cocktail bars. Must conform to USPHS standards. Bar Storekeeper/Dining Room Service Bar Tender Bar Storekeeper is in charge of receiving, storing and distributing all bar items for the vessel. The Dining Room Service Bartender prepares and distributes all requests for beverage and wine service from the Dining Room service bar. Maintains the service bar in accordance with company policies and USPHS standards.


Busboy Each Busboy assists the Waiter(s) to whom they are assigned and perform such tasks as pouring the water, bringing the bread and clearing the dishes. Company standards must be met. Expected to observe the Waiter closely in order to prepare for promotion. The Busboy will also perform any other tasks assigned. The Busboy must be meticulous in personal appearance and hygiene.


Bartender All Bartenders should: • Prepare and serve drinks at the bar in a manner that will reflect the high standards of the company; • Keep the bar clear of all empty glasses and empty dirty ashtrays; • Keep the bar and pantry clean at all times; • Learn and implement USPHS requirements in the above points; • Assist in the stocking and storage of bar; • Use the correct procedure for cashless payment of drinks; • Have a thorough knowledge of all standard and international cocktails; • Know the correct glass and garniture to use with each drink; • Serve at private and ship’s cocktail parties as directed.


Bar Waitress/Waiter Each Bar Waitress/Waiter should:


• • • • • • • •

Serve drinks at the tables in the lounges or out on deck in a manner that reflects the high standards of the company; Keep their section of tables clear of empty glasses and replace dirty ashtrays; Learn and implement USPHS requirements in the above points; Assist in the storage and stocking of bars; Know the correct procedure of cashless payment of drinks; Have a good knowledge of standard and international cocktails; Know the correct glass and garniture to use with each drink; Serve at private and ship’s cocktail parties as directed.

Bar Utility All Bar Utilities should be familiar with the proper procedures to clean and sanitize bar areas, garbage bins, floors, equipment, refrigerators and ice machines in accordance with USPHS standards. They should also: • • • •

Know the company’s procedures for storage and delivery; Comply with procedures in replenishing bars with glasses, condiments, garnitures, and ice; Stock refrigerators with beer, soft drinks and wine after each closing and when necessary; Perform other duties as requested.

Hotel General Requirements Strong desire to serve, pride in ship and personal appearance required. Basic hospitality skills desirable. Specific Job Descriptions Steward Department The Steward Department is responsible for the upkeep and cleanliness of the interior of the ship, in both passenger and crew areas (except the galley), and the outside deck space assigned as passenger areas. Through the Room Stewards, this department responds to passengers’ comfort in their cabins, from servicing the cabins three times daily to providing any connected item or service the passengers are lacking. The Steward Department also is on-hand through Room Service to provide cabin service (menu service). The Laundry Department is where passengers and crew may have their laundry done. This department takes care of all the laundry needs onboard, except dry cleaning. They also house all of the ship’s linen. The Steward Department will take care of passengers’ luggage both at the beginning or the end of the cruise and during, if for some reason a passenger arrives or leaves mid-cruise or changes cabins. Cruise Steward Assists Cruise Director in whatever is required, including: Setting up and breaking down equipment needed for activities, such as bingo, horse racing, games, deck activities and port talks; Assisting at the shows as directed by the Cruise Director; Storing cruise supplies arriving at the ship after they have been checked; Assisting in other Cruise Staff related activities.

Second Steward The Second Steward reports to the Chief Steward and assists in all responsibilities. Duties may include: • Supervising the luggage procedure, i.e. the handling, sorting and delivery of luggage; • Calculating the overtime of members of the Steward’s Department; • Issuing stores, such as cleaning supplies, tissues, soap, etc. to the room stewards for house keeping. Third Steward/Head Cleaner The Head Cleaner, the Third Steward, assigns and supervises all the Cleaners through the ship. Provides all the cleaning materials and equipment needed to the Cleaners and assigns Cleaners to their designated positions when delivering or removing passenger luggage at embarkation and debarkation. Room Steward Each Room Steward has a section of cabins under his or her care, as determined by the Chief Steward. They are of great importance in contributing to the passenger’s enjoyment of the cruise. Duties include: • Making the beds, cleaning the cabin and bathroom and replenishing all supplies;


• • • •


• • •

Providing valet service at the passenger’s request; Providing ice; Ensuring that writing materials and ship, port and shore excursion information are placed in each cabin at the beginning of the cruise and that the daily program and satellite news are delivered. At the end of the cruise, the Room Steward will place debarkation information and customs declaration in cabins.

Room Stewards are required to assist at Embarkation and at the Captain’s Welcoming Party and may be assigned additional duties as needed. Officer/Staff Steward Clean the cabins and bathrooms and provide towels and supplies to the Officers’ and Staff’s cabins once a day. The Officer Steward will take the Officers’ uniforms and personal clothes to the laundry. Deck Steward The Deck Stewards are responsible for the cleaning and tidiness of all passenger deck space and deck furniture, paying particular attention to the pool area. They may also assist in other duties. Bellmen Offer 24-hour room service to passengers. This ranges from bar service, a light breakfast, sandwiches or a limited menu service, depending on the ship, to pushing a wheelchair or helping passengers carry luggage. They deliver messages from the Bridge and Front Desk to passengers or to key personnel. They also deliver any printed material to the passenger cabins that were not distributed by the cabin stewards. On the last night of the cruise, they deliver the passenger accounts.


Cleaners Clean the public areas, lounges, halls and stairways, elevators, dining room, crew common areas, crew hallways and stairways and crew bathrooms. Among other tasks, they:


• • •

Shampoo and vacuum carpets, shine all windows and glass areas and polish all wood and brass; Brush the chairs in the public lounges, empty and clean ash trays around the ship and provide supplies in the public restrooms; Are assigned to help deliver and remove passenger luggage.

Tailor The Tailor is responsible for the onboard tailoring of uniforms, drapery and linens. Laundry Manager Responsible for the onboard laundry service. Supervises the laundry personnel. Responsible for: • • • •

Supervising the use and condition of all laundry machines, equipment and supplies; Issuing the quota of linen and towels to the Room Stewards and towels to the Deck Stewards for the pool area and to Cruise Staff for beach tours and exercise classes; Issuing the napkins, tablecloths, etc; Requesting supplies and equipment when necessary.

Laundrymen They are responsible for the 24-hour operation of the laundry.

Embark in journey of exploration. Delight your senses. Expand your mind. Let the beauty enchant your soul. Discover Puerto Rico. CASTILLO SAN FELIPE DEL MORRO Old San Juan, Puerto Rico

Potential Cruise Line Supplier Checklist Mission Statement Driven by quality, competitive pricing and the need for transparency, the Florida-Caribbean Cruise Association (FCCA) and its Member Lines seek to open the lines of communication in order to effectively enhance local purchasing and achieve long-term partnership with local suppliers in the Caribbean and Latin America. Basic Cruise Line Sourcing Requirements Any business wishing to supply the cruise industry must fully understand its unique and crucial requirements. The cruise business is market-driven; its success is directly linked with its ability to provide the goods and services that the market demands. Cruise lines discovered this successful formula long ago, and companies seeking business in this arena must learn to position their products to meet the market needs. This standard principle of business cannot be stressed enough. Before products can be sourced by and delivered to cruise lines, current and potential suppliers must adhere to the following criteria: • Specification • Quality • Pricing • Availability • Delivery Requirements • Invoicing

Quality: Products must be of superior/export quality, especially perishable items like fresh produce, as poor-quality products will negatively affect guest experience. Shelf life is also crucial on products such as fresh milk because products should last for the duration of the cruise. Pricing: Should be competitive and fixed for a period of time through a written agreement between both parties. (The cruise line usually generates this document.) Local pricing is typically compared to mainland cost, freight and local taxes. Availability: Products must be available from suppliers in the agreed quantities during the term of the agreement. Failure to do so will result in a shortage and, thus, affect guest satisfaction. Delivery: Cruise ships are constantly moving; therefore it is important that suppliers are reliable and comply with delivery instructions. A missed delivery can be very costly, and suppliers that fail to adhere to delivery instructions will incur the expense of flying the product or sourcing in another port of call. Orders must be filled 100% at all times. Invoicing: It is important to invoice accurately, ensuring that suppliers get paid based on the agreed terms without delay.


Specification: This is established by culinary operations prior to sourcing the product. It is important to comply with product specification in order to deliver consistency to guests. Cruise lines perform audits to ensure the agreed specification is delivered. These audits take place in various forms—by the vessel, third party or commodity buyer—and may be done at time of delivery, supplier facility or onboard the vessel.


Factors for Long-Term Success of Potential Suppliers: Building strong partnerships with the supplier base is important to the cruise industry, as their success depends on this. It is also crucial for suppliers to understand the cruise industry and, in particular, the supply chain process. Cruise lines operate year round; therefore suppliers may be required to deliver products on the weekends and public holidays. In addition, occasionally there are last-minute add-on orders by the vessel. Suppliers are expected to fulfill these. Establishing trust and confidence is the foundation for long-term partnership, and this is built through understanding and meeting all required obligations.


FCCA’s Purchasing & Sourcing Information The FCCA’s Sourcing Program has provided many valuable and practical lessons regarding the cruise industry’s unique needs and Caribbean/Latin American suppliers’ abilities to meet them. These lessons include: • Any supplier to the cruise industry must meet the requirements for quality, price and reliability. • To have competitive pricing, most Caribbean and Latin American suppliers should look to supply individual cruise vessels while in port or through a broad line distributor, mainly due to transportation costs associated with shipping products to cruise line homeports in Florida. • Caribbean and Latin American suppliers should look to add value to products (e.g. price, service, reliability and quality). • Cruise lines look to build long-term partnerships with the supply base, it is important for both parties to work hard to maintain this relationship. • Strong partnerships require time, patience, understanding and trust to develop; this takes a long-term commitment to service, along with hard work, dedication, perseverance and a strong desire to do business in this sector.


Based on data collected from cruise lines for Business Research & Economic Advisers’ (BREA) 2018 study, Economic Contribution of Cruise Tourism to the Destination Economies, cruise lines spent approximately $533.8 million in the 36 participating Caribbean and Latin American destinations in the 2017/2018 cruise year for local goods and services, including port fees and taxes, utilities, navigation services and ship supplies. Additionally, cruise tourism’s total economic impact on these destinations’ economies must be noted, and this totaled roughly $3.36 billion through passenger, crew and cruise line expenditures, along with generating 78,954 jobs and $902.7 million in wages, throughout the participating destinations. While the cruise industry’s economic impact on Caribbean and Latin America destinations will surely continue to grow, the fact should not be ignored that the cruise industry has provided a significant impact, including the sourcing of Caribbean- and Latin American–manufactured products, for a number of years. Cruise Industry Purchasing & Sourcing Product Categories Food and beverage departments are responsible for providing specific products at the best and most consistent quality and cost. Great efforts are made to develop new menus and sample different products. Quality checks are routinely performed to measure the yield and quantify taste factors through blind taste tests. Direct purchasing for volume items keeps costs down, ensures consistent supply and maintains uniformity of specification throughout a fleet. While many more items are sourced from the Caribbean and Latin America, the below items are the most requested and needed by a cruise vessel in its ports of call.

Food Products • Produce - Fresh, Export Quality • Fruit • Herbs and Spices - Fresh • Groceries - Sugar, Salt, Flour, Oil • Dairy Products - Fresh Milk, Yogurt, Cottage Cheese, Ice Cream • Seafood/Shellfish • Bakery Items - Sandwich Bread, Rolls, etc. Beverages • Fruit Juices - Fresh, Export Quality • Water • Soda Bar • Liquor • Beer • Wine FCCA’s Purchasing & Sourcing Program The FCCA Purchasing & Sourcing Program provides direct access to purchasing and procurement executives from the FCCA’s 21 Member Lines, along with broadline distributors, through an all-encompassing approach to ensure participating companies have the proper contacts and knowledge to supply products to cruise ships. Program benefits include: 10’ X 10’ Booth space at the Annual FCCA Cruise Conference & Trade Show • Two (2) Delegate Badges to the largest cruise conference and trade show in the Caribbean, with 1,000 attendees and 100 cruise executives. • Opportunity to confirm one-on-one meetings and attend workshops with Purchasing Executives from the FCCA’s 21 Member Lines, as well as representatives of broadline foodservice distributors like Sysco, Gordon Food Services & others.

Access to exclusive FCCA receptions with cruise executives during Seatrade Cruise Global • Target and interact with Cruise Executives—and even Presidents and CEOs—during FCCA receptions at Seatrade Cruise Global exclusively for Cruise Executives, FCCA Platinum Members & FCCA Purchasing Partners. Listing in the Highlights Issue Publication • Features your listing in a publication including profiles of Cruise Executives, Member Lines, and FCCA Members and Purchasing Partners. Distributed at the FCCA Cruise Conference & Trade Show, Seatrade Cruise Global and other FCCA events, this is a useful tool for Cruise Executives and Stakeholders alike. Half-page ad in Conference Program or Highlights Issue Publication • Displays a half-page ad in the FCCA Conference Program, a special publication providing the agenda and more at the FCCA Cruise Conference & Trade Show.


Complimentary Registration for Central America Summit • Includes access to the event and the opportunity to confirm one-on-one meetings and attend work shops with Purchasing Executives and Broadline Distributors.

Please contact Mario Aguirre regarding the cost and joining the FCCA Purchasing and Sourcing program. Mario@f-cca.com or 954-441-8881. 29

Cruise Industry Environmental Overview The FCCA’s, Member Lines’ and Cruise Industry’s Commitment to the Environment The cruise industry constantly demonstrates its dedication to protecting the environment, with policies and best practices that regularly exceed regulations and demonstrate social responsibilities. Here are some ways the industry and FCCA/CLIA Member Lines raise the bar on environmental stewardship: Waste Management Recognizing that waste management is fundamental to protecting the environment, FCCA/CLIA Member Lines enacted the Waste Management Policy— adopted by the CLIA Board of Directors and reviewed annually by Member Line CEOs and periodically by environmental committee meetings consisting of officers and crew to assess practices and discuss improvements—to meet or exceed legal requirements. All sewage must be treated to international, regional, national and local standards prior to any discharge, and the industry’s waste management policies exceed legal requirements. FCCA/CLIA Member Lines may not discharge untreated sewage anytime or anywhere. Member Lines have a zero discharge policy for trash, with crew following strict waste management plans and comprehensive training programs that drive the safe and hygienic collection, minimization separation, and processing of wastes onboard and offloads to approved shoreside waste vendors.

Air Quality Protection Over the last decade, the cruise industry has invested significantly in new technologies that help reduce air emissions, including: • Exhaust gas scrubbers Diesel electric engines and more efficient engines • Alternative fuel • Shore-based power to shut off engines when docked • Variable ship speeds Improving Fuel Efficiency and Lowering Energy Consumption Better fuel efficiency represents a win-win for cruise lines, with lower costs and environmental impact. Member Lines have extensively invested in developments to improve fuel efficiency, along with retiring older ships from the fleet, meaning a reduction in air emissions. Lines have also lowered energy consumption by using heat exchangers that recycle hot water to heat passenger cabins, installing special window tinting to keep passageways cooler while using less air conditioning, and switching to low-energy LED lights, with light-


Member Lines also promote recycling and waste minimization by passengers and crew through announcements and informational videos and pamphlets, leading to 800,000 tons recycled each year by cruise lines and the average cruise passenger producing upwards of 70 percent less garbage.


ing on newer ships accounting for only about 10 percent of power consumed—an improvement of nearly 20 percent. Other initiatives include: • Ecological hull coatings, with new paints and varnishes estimated to reduce fuel consumption by as much as five percent • Propulsion and hull design optimization • Solar panels that provide emission-free energy available on some ships • Testing of other alternative/renewable forms of energy (e.g. wind) • Water used to cool engines also utilized in evaporators to distill fresh water for the air conditioning system • Water desalination plants and water use minimization (low-flow showers and faucets and vacuum toilets) • High-efficiency appliances and heating, ventilation and air conditioning systems • Automatic lighting and air conditioning control systems Cleaner Water and Planet The advanced wastewater treatment systems pioneered by cruise lines produce cleaner water than most wastewater treatment facilities in U.S. coastal cities. Many cruise lines employ practices and procedures substantially more protective of the environment than required by law. Team Effort Recognizing that environmental stewardship’s significance also applies to passenger and crew, the cruise industry actively encourages their assistance through videos and numerous onboard resource conservation programs and recycling options.


Checks and Balances Vessels regularly independently monitor their daily water consumption and other environmental performance measures, and Member Lines have senior-level staff responsible for training crewmembers in environmental programs and implementing required environmental practices onboard.


Though Member Lines pride themselves in establishing best practices that exceed standards, they must at least comply with international standards set forth in the International Convention for the Prevention of Pollution from Ships (MARPOL), the main international convention covering prevention of pollution of the marine environment by all oceangoing ships, and the International Safety Management (ISM) Code, which monitors and audits practices for environmental standards. Member Lines also work closely with the International Maritime Organization (IMO) to develop sound environmental practices; support the IMO’s Energy Efficiency Design Index, which requires a 30 percent reduction in ships’ CO2 emissions by 2025; and meet or exceed international and national standards for sulfur emissions within Emissions Control Areas (ECA) and worldwide. In U.S. Waters, the Environmental Protection Agency and U.S. Coast Guard regulate and enforce rigorous requirements on air, water, power, and waste, including provisions of the U.S. Clean Water Act and North America ECA. For more information about environmental practices, policies or regulations, please visit: www.cruising.org/sustainability





FCCA Customer Service and Frontline Destination Training What: FCCA Training Program in Partnership with Aquila Center for Cruise Excellence Why: To help destinations make a lasting impression on cruise passengers and improve their impact from cruise tourism by instilling best practices in operations that influence passengers’ experience and satisfaction, as well as cruise lines’ decisions to call a destination. The program will enable a destination to enhance the cruise passenger experience, and happier passengers spend more money, give better feedback to cruise lines and their friends and family, and are more likely to return for another cruise or a stay-over visit. The program also focuses on the necessary safety and security logistics that will both make passengers safer and fulfill the cruise industry’s stringent standards. How: An intensive, interactive, all-encompassing two-day training session incorporating best practices from entities specializing in cruise tourism’s on-land operations Aquila Center for Cruise Excellence’s one-and-a-half-day session encompasses the destination experience from gangway to gangway. It empowers destinations to make the best possible impression on passengers, from the initial onshore welcome to streamlined transportation and front line staff and tour guides who can make the destination and experience truly stand out. The Aquila training and coaching programs include: Greeter & Front-Line Staff Service Excellence

Topics include: • The Impact of Tourism and the important Cruise Sector • All about Shore Excursions and Destination Experiences • The Front Line: Critical to the Success of Cruise • The Cruise Lines’ Service Expectations • How to Make a Positive Impression and Ensure Guest Satisfaction • Understanding Cultural Differences • Dealing with Pressure and Communicating Effectively • Managing Difficult Situations and Handling Complaints • Creating a Culture of Service • Exceeding Guest Expectations This workshop addresses all of the above, teaching how to develop community partnerships that work, and how a destination can work together to foster a Culture of Service. This workshop is followed up with a session with the destination, community stakeholders, and Tour Operators to discuss Guest Service challenges and opportunities.


Everyone interacting with cruise passengers serves as an ambassador for a destination and affects cruise passengers’ experiences and perceptions. This especially holds true for greeters, ambassadors, and front-line staff, including tour guides, taxi and bus drivers. This workshop specifically helps these front line understand the importance of their role in welcoming cruise guests to their destination.



Shore Excellence two-hour workshop:


The FCCA Workshop on Shore Excellence is aimed to the industry stakeholders in your destination, the port, tourism, the destination, tour operators, taxi associations, retail associations, major attractions, etc. This is an excellent opportunity to further involve stakeholders in the destination in continuing to position you for excellence in the cruise industry. Enables destinations to: • • • • •

Understand the roles of ports, destinations, tour operators and other key players in the success of a destination’s cruise industry Examine the cruise lines’ expectations from a port destination, and see how your destination measures up! Learn how shore excursions work, and how the cruise industry operates tours Explore the best ways to provide excellent customer service for independent guests Understand safety and risk from stakeholder perspective and opportunities to mitigate risk.

There will be opportunity for questions and discussions among stakeholders. For more information about the training and costs, please contact Beth Kelly Hatt, Aquila Center for Cruise Excellence Beth@CruiseExcellence.com 506-633-1224 www.CruiseExcellence.com

The FCCA Foundation The FCCA Foundation provides a tangible mechanism for the cruise industry to fund a range of humanitarian causes throughout the FCCA’s Caribbean and Latin American partner destinations. Founded in 1995, the Foundation has impacted thousands of citizens by providing supplies, countless hours and aid to causes throughout the regions. In addition to assisting deserving institutions like charities and hospitals and helping after crises like natural disasters, the Foundation executes annual projects, including:


Holiday Gift Project – The FCCA reaches out to many Caribbean and Latin American destinations by providing holiday gifts, festivities and cheer to children in foster homes and institutions that would likely receive nothing other wise. The presents are delivered to partner destinations on Member Lines’ vessels, and the crew and FCCA associates then distribute the gifts at parties. In 2018, it benefitted nearly 6,400 children throughout 32 destinations.

• Children’s Essay and Poster Competitions – The FCCA orchestrates these two competitions to promote education and also let FCCA destination partners’ youth think about the cruise industry’s synergy with their destination and citizens, while also prompting practical problem solving. There are two divisions—junior (12 years and under) and senior (13-16)—that each receive 1st-3rd-place prizes of 3,000, 1,500 and 1,000, respectively, for themselves and their schools, along with a $200 award for every finalist submitted by the participating destinations. The first place recipients also receive functions in their honor. Additionally, the Foundation works with destinations to ascertain and meet their needs as they become applicable. Past examples include: • Donated incubators and air conditioners for schools, hospitals and orphanages in Colombia. • Donated air conditioners, along with stoves and laundry machines for vocation training, to an at-risk youth center in Panama. • Donated computers to schools in Guatemala.


• Donated school supplies to Jamaica and St. Lucia. • Donated wood to fix homes in Belize. • Donated paint for beautification projects in Belize, Costa Rica and Jamaica. • Provided cots, water and canned goods via Member Line vessels for disaster relief. • Cleaned streets as part of hurricane relief in Cozumel, Mexico. • Orchestrated specialized holiday projects in Cozumel to provide 1,000 bicycles over a two-year span, which afforded transportation to underprivileged children. • Funded schools and colleges in various destinations. • Established a tourism school in St. Lucia. Foundation Events (proceeds fully fund the Foundation, with no costs from FCCA Member Lines): • FCCA Foundation extravaganza – Created the same year as the Foundation, the event gathers cruise executives and industry stakeholders in a comfortable setting to establish new relationships or enhance existing ones. It features a cocktail reception, and dinner with a selected table host—each a Member Line executive, president and/or CEO. • FCCA Online Auction – Taking place every October and open to anyone with a valid e-mail address, this auction features cruises vacation packages all graciously donated by FCCA Member Lines and partners throughout the Caribbean and Latin America.


Issuu converts static files into: digital portfolios, online yearbooks, online catalogs, digital photo albums and more. Sign up and create your flipbook.