FLEETFLASH JULY 2018 Sharing stories
From our team for our team
July 2018 ____
Updates in the company ____
Inside Uniworld memories ____ Our FAMtastic Program Travel + Leisure
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"World’s Best River Cruise Line"
Lobsterink Facts and Figures
Globe Travel Awards "Best River Cruise Company"
Fleet Flash team: Ben W, Angieszka W, Astrid V, Kathrin H, Stefanie K, Julie H and Michael T.
Foreword Dear all We have two winners in the suggestion box competition! Congratulations to Attila Menyhart, Purser on the River Duchess, and Julie Higgins, Charter Operations / Learning and Development Manager who both will receive vouchers for one night in a Red Carnation Hotel for two. Attila suggests reusing the key cards by printing on a sticker instead and replace the sticker instead of throwing the card away. While I am not quite sure if the sticker is the solution to the problem I do like the initiative to reuse key cards from a environmental and financial point of view. Julie’s suggestion of defining a budget per person for embarkation / disembarkation transfers raises the awareness to the cost of such services and aims to use these resources more efficiently. Thanks for those and many other good suggestions we have received. We will work on those as soon as possible. Please keep the suggestions coming as your ideas are very important to us. Use this link to the online suggestion box: Uniworld suggestion box link or scan the QR code on the left… I would also like to bring to your attention the subject of attention to detail and personal, true hospitality. We put a lot of emphasis on this and have very high expectations to all since these are some of the most important points in luxury hospitality. Using guest names, anticipating guest needs, always be well groomed and wear a clean name badge among many more seem small things, but make a lasting impression to guests. In addition, it is the tiny noticeable touches (TNT) that guest notice and that define us as being different to our competitors. They do not take much time to do and are not expensive, but require passion, pride and commitment to the Uniworld and U by Uniworld products. As usual I am sharing on the next page some statistics about how the company is currently performing, and here is the link to the latest RiverViews newsletter to guests: RiverViews June 2018 We need everybody’s continued contribution to be successful and as always, I count on your commitment and team spirit to achieve our ambitious goals. Thanks very much for your hard work, for your passion and congratulations to all on receiving two amazing awards in the last few weeks: • •
Travel and Leasure best river cruise line worldwide Cruisecritic #1 top-rated river cruise line Europe
Best regards,
Ben Wirz Managing Director
Average over all position
The last time we focused on occupancy in this graph, this time it is guest revenue from the bookings in LA.2018 and 2019 look very promising compared to 2017, although the gap to the 2015 record year is still small and we have more ships now.
NPS
Goal
97.6%
85.0
Joie de Vivre
97.5%
88.3
Beatrice
93.6%
80.6
Countess
93.4%
82.0
Duchess
94.2%
77.6
Empress
94.5%
85.9
Princess
95.2%
89.4
Queen
91.8%
80.9
Royale
92.6%
79.6
Antoinette
94.5%
86.1
Catherine
94.0%
82.1
Maria Theresa
95.7%
88.8
94.3%
83.7
95.2%
88.7
95.8%
89.4
While the average ratings over all positions is only a little down, we are seeing a decline in the net promoter score (NPS) that measures the happiness of our guests with the Uniworld as a brand and the product experienced. Guest would less likely recommend Uniworld to a friend than they have done last year, which is a trend that we all need to work on to turn around.
Actuals 2018 End of Year 2017 End of Year 2016
Inside Uniworld memories Preparing our special event, Moulin Rouge onboard of S.S. Joie de Vivre #insideuniworld #ssjoiedevivre #moulinrouge #france #seineriver #great#team #joy #fun #happiness #happy #moments #teamwork #photography#special #event #pictureoftheday
Behind the scenes of making a video about #SSBeatrice. #InsideUniworld
Hiking in Boppard - it is always better to do it in a team! #InsideUniworld
Because Italy is not in the soccer World Cup, Joshua is supporting France on board of #RiverRoyale đ&#x;‡Ťđ&#x;‡ˇ #insideuniworld
Team of #TheB on their way to the ship. It is always more fun to travel together!
While waiting for the guests to come back on board
đ&#x;™‚ #RiverDuchess#InsideUniworld
London on the Cruise Job fair!
The Cruise Job Fair in Madrid! Our stand had the lucky number 13
Our FAMtastic Program Since this season we have a new program at Uniworld called FAMtastic program, which is part of the Investors in People accreditation. The aim of the project is to give employees a chance to understand the work and challenges of the others better and thus work more efficient as a team. Some crew members had /will have the opportunity to work for some time in the office (for example during the winter) and office employees will be able to join the teams on board. We, Agnieszka and Kathrine, liked the idea from the beginning on and decided to start with the front desk module on the River Countess. Although we went through the program separately we would like to share our experience with you together. We travelled from Switzerland to Italy (Venice) and found our way to the ship. Of course we received a very warm welcome! Whenever we had a question or needed help, everyone was there for us. Once we had a good night rest, we started the day with a lot of energy, eager to learn and see a lot. We were introduced to the tasks of the front office, such as checking in/out the guests; on board printing materials; inventory; cruise/monthly closing; cashbooks; safety rounds of the night receptionist and one of the most important task – being there with a smile for the guests and answering all the questions they might have. We also had a chance to take part in the HOD`s meeting and learned about the work of a Wellbeing Coach. We highly recommend this program to everyone in the office who has not had a lot of experience on the ships. It taught us valuable lessons such as how often the receptionist and purser gets interrupted by issues a guest has. As the guests are most important, they have to put down whatever they are working on in order to provide the service the guests deserve. We appreciate the whole River Countess team and would like to say thank you for the time we were able to have on the ship. We are also looking forward to welcoming in the office anyone, who will visit us for their FAMtastic program – we will be happy to introduce you to the office life!
Kathrine Bruhin (Controlling Coordinator) and Agnieszka Wojciechowska (Employer Branding & Recruiting Manager
The Mavericks
Lobsterink Facts and Figures
(All results listed below are as of July 9th 2018) Dear Teams, We thought you might be interested in some cool facts and figures from our online learning portal, Lobsterink.
Our Suggestions Box
https://uniworld.typeform.com/to/VCLJam
Employees of the Month S.S. Beatrice Employee of the Month April 2018 Bartosz Maltazar (Junior Chef) was awarded as our Employee of the Month for April 2018. Executive Chef Michal Furka for following and practice the UW Mission and Vision Top Standard *YES I CAN ATTITUDE*.
Employee of the Month May 2018 Monika Zanfir (Laundry Attendant) was awarded as our Employee of the Month for May 2018. Housekeeper Tunde Surjanszki for following and practice the UW Mission and Vision Top Standard *SMILE AND USE POSITIVE EYE CONTACT WITH EVERY ENCOUNTER*. THANKS TO MONIKA AND BARTOSZ, WELL DESERVED!
S.S. Beatrice Employee of the Month June 2018 Marian Ghiuzelea (1st Officer) was awarded as our Employee of the Month for June 2018. 1st Captain Valentyn Ovchynnykov for following and practice the UW Mission and Vision Top Standard *NO REQUEST TOO LARGE, NO DETAIL TOO SMALL*. THANKS TO MARIAN, YOU ROCK!
Joie de Vivre employee of the Month May 2018 Employee of the month, for Joie de Vivre. Sous chefs Dimo and Fabio!
10 FREQUENTLY ASKED QUESTIONS ON TTC SINGLE USE PLASTICS BAN
1. Why is the travel corporation banning single use plastics? The Travel Corporation is making a commitment to ban single use plastics across all our operations to contribute our part to significantly reduce the environmental and other negative impacts of single-use plastic in our environment. 2. By single use plastics, what do you mean? Single-use plastics which are also called throwaway or disposable plastics are plastic items that have a single use lifespan. They are designed for comfort and are intended to be used only once before they are thrown away or sometimes recycled. Items such as plastic bags, straws, coffee stirrers, pop (soda) bottles, coffee pods, plastic wrappers and most food packaging fall into this category.
3. I believe it is not “single use� if the plastics are recycled, right? Recycled or recyclable throwaway plastics are still single-use. Single-use plastics eventually get thrown away, regardless of whether a company recycles them or not. Over 90 percent of the plastic waste produced have not been recycled and a chunk of that often ends up polluting our environment. The only solution is to eliminate the amount of disposable plastics we use.
4. If they are recyclable why don’t we just recycle instead of banning them? The truth is plastic is more difficult to recycle than materials like glass, aluminum or paper. In the past decade, plastic production has outpaced recycling by over five times making recycling harder to keep up. The toughest part is the fact that though plastics can be broken down into broad types or categories, there are thousands of different types of plastics, each with its own composition and characteristics. And most of this are either not recyclable or too expensive to be recycled with little or no incentive for it.
5. Are we banning plastics all together i.e. complete non-use of plastics? No, we are not banning all plastics, but are eliminating single-use plastics from our business. 6. So, what is our objective at TTC? TTC’s objective is to remove all single use plastics from our operations and by so doing contributing our parts against the fight against plastic pollution in our oceans, lands and rivers. It also shows our commitment to making sure that our environment and places we visit and work in remain vibrant for not only our generation but the ones after us. 7. What is the timeline for this? Management has directed that all single use plastics be removed from the offices by July 1, 2018. Hence it is expected that all our offices will be single use plastics free by this date. 8. So, the July 1 date affects all the brand materials and operations too? No. We have committed to removing single use plastics by year 2022 from all our operations. The current removal only pertains to our office locations globally. Meanwhile the elimination of single use plastics from all areas of our business operations would be done gradually in the next four years.
9. Are there alternatives to single-use or throwaway plastics? Yes. The alternative is to use biodegradable or better still reusable items instead of single use plastics. So next time you want that coffee, go with your cup and you even get a discount for it at most coffee stores, use your reusable water bottle, it would save you money that could have gone to water bottles. Use less, waste less. 10. Some items are not easily replaceable, what can we do? Almost all items have an alternative option. In case you are not sure, please contact your office CSR coordinator and if still in doubt please reach out to the TTC CSR Manager.
Dream to become a captain
Raphael is now taking part in the Tall Ships Races 2018 and Uniworld i supporting him! Here you can read more about Raphael: “I am Raphael Van de Vegte, a 14 year old boy from Schoonebeek, The Netherlands. My Dad is captain and that's why i went to the Maritieme Academy Harlingen, a nautical school, because i also want to become a captain. I am now in the 3rd year of my school. This year we go with school to participate in the tall ship race.
We sail from Stavanger to Harlingen. The name of the ship were i go on is the Statsraad Lemkuhl. We had to search for sponsors. And i was so happy that Uniworld would sponsor me. Sport Schranz has me also sponsored. You can follow my Adventure on Facebook� https://www.facebook.com/pg/Raphael-Tall-Ship-Race-18359013281270944/posts/?ref=page_internal And here is more about the race: https://sailtraininginternational.org/event/tall-ships-races-2018/