New Perk to get your cruise “started”
Mariner Society Undergoes Enhancements
Recently Changes in service perks for Mariner Society Members has brought attention to a “perceived value focus” rather than mere monetary rewards which are becoming harder to dole out with a downed North American market ridership. While this year’s total overall numbers are actually up, they are seen as a strong response of enhanced European Destination Sailings as are overwhelmingly “European”, and other non North American passengers, which (when fall and winter roll back around) will put the cruise lines right back where they left off last December. While dependant on the North American Customers, is a big unknown (as it is really anybody’s guess) as to what the US Economy’s shape will actually look like at that point.
With this challenge in hand Holland America leadership went to their best asset (their ship’s staffs) to look for ways of enhancing the overall Passenger Experience in even greater fashion than they presently offered. Please Read On………………….
Enhancing Embarkation: Announcing NEW Stateroom
When Holland America Line Hotel Manager (Rene Tuinman), presented his staff aboard the ms Volendam with a challenge – How can we improve our guests’ first cruise day? – they took him very seriously.
As with many, if not most cruise line Loyalty Program perks, one that is typically found is some form of prioritized and a more streamlined boarding process at the ship. Holland America is ramping up their game!. Their solution has come to be known as Holland America Line’s new Stateroom Direct Service. With new operational efficiencies, all Holland America Line ships will have guests’ staterooms ready for them as early as 11:30am, allowing embarking guests to settle comfortably and quickly in their staterooms as soon as they board. As Tuinman explains, this was no small effort for the crew.
“We realized that we needed to adjust schedules, without asking staff to work longer hours,” says Tuinman. “It became obvious that preparation and manpower were the keys.”
Tuinman and his team made efforts to ensure all supplies were on hand and ready so no time would be wasted. The entire crew was empowered to help in preparations and pitch in, allowing housekeeping staff to focus exclusively on preparing staterooms.
“There was a period of trial and error, during which we made improvements,” says Tuinman “but it was a team effort all the way – and a great improvement in service and guest satisfaction.”
“Now our guests really can begin their cruise as soon as they board,” says Tuinman. “They settle comfortably into their staterooms leaving their carry-on luggage behind, move around an uncrowded ship and enjoy lunch in a relaxed atmosphere.
With early rollout on some ships already taking place,”Guests have been appreciative,” adds Tuinman. “It’s very gratifying to have found a way to enhance our guests’ first cruise-day experience. It’s unique to Holland America Line, and we’re very proud and happy to offer it.”
This new service will be available on all ships by the end of February. Just how will this latest ploy play to their loyalty passengers? If Cruise Professionals can be any gauge or measure of opinion, one of my fellow Cruise Holidays Franchise Owners from Atlanta Ga, Chuck Flagg recently commented on his facebook page under a status update at his level of being impressed at being on board, totally unpacked and completely “settled-in”, at a time when most cruise lines board process wouldn’t even yet be allowing access into the stateroom portions of the ship. So I expect that this new service roll-out to be a huge hit with the passengers, in particular for the Holland America Loyals!
Keeping Repeat Customers Happy
Happy returning and repeat customers is certainly the goal of any good loyalty reward program, and Holland America is wise in seeking new and improved ways of making their product even better for their customers enjoyment. Sometimes little things for the passengers such as a less stressful and more efficient embarkation process (which was no small effort on their part) should certainly bode well for Holland Americas’ image!
Holland America Mariner Society members are afforded the ability to stay continually updated on the lines new products and services, as well as most recent accolades bestowed on their ships and her personnel. There are also lots of fun ways of staying in touch with their cruise-loyal with testimonial, as well as favorite photo submissions. There are contests targeting at keeping the social media feeds buzzing. Known for their culinary awards and impeccable service, Holland America gives its Mariner’s the ability to communicate their opinions and recommendations on every thing from potential cruise destinations and itineraries (long before schedules are determined), down to rating their shore excursion experiences long after they have been taken. It is this type of open communication that shows how far they have come in the customer service arena, and I for one feel they are definitely on the correct heading!! What do you think? Please feel free to comment below.
For more information on tips on Cruise Line Loyalty Programs, or to book your reservation on a Holland America cruise, contact Mike via email firstname.lastname@example.org . You can tweet (or follow) Mike at http://www.twitter.com/cruisewithmike . To “Join” our Travel Club go to http://meetup.com/Sun-Cities-Travelers-Group/ Mikes web site can be found at www.mberryhill.cruiseholidays.com . Follow this blog (or subscribe to it) at http://www.cruisewithmike.com (or merely click on the subscribe button above to have daily delivery to your email). View all of Mikes uploaded Flickr Photo Galleries at http://www.flickr.com/photos/cruisewithmike/ . Mike also edits his own twice daily e-newspaper called “The Compass Headings” you can see (or subscribe to) it free! at http://paper.li/CruisewithMike
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