Cruise Information PDF

CSO 1 REVIEWER **WHY PEOPLE CRUISE?** 1\. A cruise is hassle-free vacation. 2\. A cruise takes you away from it all. 3\. You\'re pampered like nowhere else 4\. You can do it all - or nothing at all. 5\. You can sample a broad geographic area 6\. A CRUISE IS SOMETHING NEW. 7\. CRUISES OFFER A...

CSO 1 REVIEWER **WHY PEOPLE CRUISE?** 1\. A cruise is hassle-free vacation. 2\. A cruise takes you away from it all. 3\. You\'re pampered like nowhere else 4\. You can do it all - or nothing at all. 5\. You can sample a broad geographic area 6\. A CRUISE IS SOMETHING NEW. 7\. CRUISES OFFER A HUGE VARIETY OF EVENTS, ACTIVITIES AND MEALS. 8\. A CRUISE FACILITATES SHOPPING 9\. IT IS EASY TO MAKE FRIENDS ON A CRUISE 10\. CRUISES LEND THEMSELVES TO GROUPS 11\. A CRUISE IS A ROMANTIC EXPERIENCE 12\. A CRUISE IS A LEARNING EXPERIENCE 13\. THERE\'S A CRUISE THAT CAN SATISFY VIRTUALLY ANYONE 14\. ITS A GREAT WAY TO CELEBRATE A SPECIAL EVENT. 15\. EVERYBODY\'S TALKING ABOUT HOW WONDERFUL CRUISES ARE 16\. CRUISES REPRESENT A SAFE TRAVEL EXPERIENCE. 17\. IT\'S FABOLOUS VALUE FOR THE MONEY 18\. YOU KNOW WHAT YOU\'RE PAYING IN ADVANCE. **DEGREE OF CRUISE INCLUSIVENESS** **1. ALMOST OR ALWAYS INCLUDED.** Stateroom accomodations, stateroom amenities, meals, certain beverages, entertainment, onboard activities, supervised children program, access to exercise facilitaty, ship transportation In some cases room service and dining at special alternative onboard restaurant entails a modest add on charge. **2. SOMETIMES INCLUDED, SOMETIMES NOT** Airfares, port charges, government fees and taxes, transfers between the airport and the dock **3. USUALLY NOT INCLUDED** Shore excursions, gratitude to ship and shore side personnel, alcoholic beverages and soft drinks, optional activities, transfers when the air is not purchased from the cruise line, laundry, certain special offerings, pre-, post- and/or land package **4. NOT INCLUDED** cost for meals ashore, parking at the departure port, shopping, gambling, photos, ship to shore phone calls, internet connections, medical services, babysitting services, personal services, insurance. **CRUISE PRICES** **BASIS TWO/ DOUBLE OCCUPANCY** - ITS PER PERSONS, based on two passengers on a room. The price depends upon where the desired stateroom \"category\" is located on the ship. - The industry prefer the word **STATEROOM** to **CABIN** - The higher the deck the stateroom is on, the higher the price. **OUTSIDE STATEROOM/ OCEAN VIEW STATEROOM** - with window, more expensive than INSIDE OR INTERIOR STATEROOM. **INSIDE/ INTERIOR STATEROOM-** room without window - Larger room and room with balconies are more expensive. - Outside Stateroom with obstructed view (life boats) cost less than those unobstructed. **OTHER FACTORS THAT AFFECT THE PRICE** 1\. ADVANCE BOOKING 2\. LAST MINUTE SALE 3\. PROMOTIONAL FARES 4\. SEASONALITY - **SUMMER**- high season - **SPRING/FALL-** shoulder seasons - **WINTER** - low season **5. REPOSITIONING CRUISES-** when vessel are moving from one general area to another, **6. ALUMNI/ PAST PASSENGER RATES**- rates given to the people who have sailed on that cruise before. 7\. GROUP RATES **YIELD MANAGEMENT** - practice of adjusting price to supply and demand. **ROADBLOCKS TO PURCHASE** 1\. CRUISES ARE TOO EXPENSIVE 2\. CRUISES ARE BORING 3\. CRUISES ARE ONLY FOR OLDER PEOPLE 4\. CRUISES ARE STUFFY AND TOO FORMAL 5\. CRUISES ARE TOO REGIMENTED 6\. THERE IS NOT ENOUGH TIME IN PORT. 7\. THE SHIP ENVIRONMENT ARE TOO CONFUSING. 8\. AREN\'T YOU FORCED TO SOCIALIZED WITH PEOPLE? 9\. I WAS IN NAVY, AND THE LAST THING I WANT IS TO TAKE MY VACATION ON A SHIP 10\. ILL EAT TOO MUCH, AND PUT ON WEIGHT 11\. ARE SHIP REALLY SAFE? 12\. IM WORRIED ABOUT TERRORISM 13\. IT\'S TOO FAR TO FLY TO THE PORT. 14\. I\'M WORRIED ABOUT GETTING SICK 15\. I DON\'T KNOW ENOUGH ABOUT CRUISES **THREE OCCUPATIONAL AREA** 1\. SEA-BASED OPERATION 2\. LAND-BASES OPERATION 3\. TRAVEL AGENCY COMMUNITY **1. SEA-BASED OPERATION** **TWO CATEGORIES OF CRUISE OPERATION** 1\. SAILING OPERATION 2\. HOTEL OPERATION **CAPTAIN -** in charge for both of the operation sectors. -has a handful of senior officers. **SENIOR OFFICERS -** reports to the captain, like a handful of up that reports to the president of the company. Each department in cruise ship has a department heads, manager, supervisors and crew members. Cruise line jobs are ranked. Chain of command **TEAM OFFICERS OF SHIP SAILING OPERATIONS:** **1. STAFF DEPUTY CAPTAIN / FIRST OFFICER** - in charge of the ship when the captain is busy or not onboard. \- in a large ship they supervises the junior and senior officers. \- duties: overseeing the ships safety and security. **2. CHIEF ENGINEER -** oversees all mechanical operations. \- engines, electrical systems, lighting, plumbing, waste management, onboard climate control. **3. CHIEF MEDICAL OFFICER** or DOCTOR - tend to the health of passengers and crew. \- all ships with more than 100 passenger must have onboard doctors. \- medical service in ship is not free. **4. CHIEF RADIO / COMMUNICATION OFFICER-** oversees in room TV satellite programming, sea to shore phone calls, internet services and other shipboard communication system. SAILING OPERATION 1\. STAFF DEPUTY OFFICER/ FIRST OFFICER 2\. CHIEF ENGINEER 3\. CHIEF MEDICAL OFFICER / DOCTOR 4\. CHIEF RADIO/ COMMUNICATION OFFICER **TEAM OF HOTEL OPERATIONS:** **1. HOTEL MANAGER/HOTEL DIRECTOR** ( sometime called **CHIEF PURSER)** -conducts his business like the manager of land based hotel, but with a specialized understanding of cruise experience. \- Prime responsibilities: 1\. guest satisfaction 2\. comfort 3\. human resources 4\. security 5\. expenditures 6\. Revenues. **2. PURSER** - they are like hotel front-desk manager or assistant manager. \- administers day to day affairs (management of passengers account, mail, messages, printing, storing valuables. Immigration and custom requirements) TWO ASSISTANT OF PURSER ( large vessels) **1. CREW PURSER** - tends to the crew issues **2. HOTEL PURSER -** tends to passenger matters. **3. SHORE EXCURSION MANAGER** - orchestrates the operation and booking of port-based packages. \- sometimes called **CONCIERGE**, with broader responsibilities booking customized port experience, changing flights **4. CRUISE DIRECTOR** - coordinates all the entertainment and informational activities that take place as part of the cruise experience. -manages the musicians, entertainers, health club staff, photographer, **ONBOARD LECTURER** - expert who provide their services in exchange of free cruise **SOCIAL HOSTS** - convers and dance to the single women onboard. **5. EXECUTIVE CHEF** - controls the preparations and serving of foods and beverages. \- they supervises ASSISTANCE CHEF/ SOUS CHEF, pastry chef, food preparers and othe kitchen staff. **6. HEAD HOUSEKEEPERS/ CHIEF STEWARDS**- manages all staterooms, public places and other onboards cleaning. -supervises a squad of **CABIN OR ROOM STEWARDS**, who tends to the passengers stateroom needs. They must have more active, personal and round the clock relationship with guests than maids do at hotels. **7. FOOD AND BEVERAGE MANAGER**- oversees the serving of meals and drinks. -watches over dining maître d, table captains, waitser and busboys. Also the bartenders, drink server and wine steward. **SOUS-CHEF DE CUISINE** - chef who is Second in command in the kitchen, second in ranking after the head chef **MAÎTRE D\' (maître d\'hôtel)** - french word means MASTER OF THE HOUSE. -used in English as head butler or steward of household. Before it referred to the **HEAD OF A DINING-ROOM STAFF.** **Olural** Maître d\'hôtel - maîtres d\'hôtel Maître d\' - maître d\'s **MAÎTRES D\'HÔTEL** - oversees the service of foods and beverages to the guests in restaurants and other eating places. \- they also check reservation, greet guest and supervise the waiting staff 1\. Hotel manager/hotel director or chief PURSER 2\. PURSER. Crew PURSER, hotel PURSER 3\. Shore EXCURSION manager. Concierge 4\. CRUISE DIRECTOR. Onboard LECTURER, social hosts 5\. Executive Chef 7\. HEAD HOUSEKEEPERS / CHEIF STEWARDS. Cabin or room stewards 8\. FOOD AND BEVERAGE MANAGER **B. LAND-BASED OPERATIONS** **1. CHAIRMAN** - may be the principal or sole owner of the cruise line. \- presides over boards of directors \- maybe responsible to the stockholders \- can be refered as **CEO/ CHIEF EXECUTIVE OFFICER** **2. PRESIDENT** - reports to the chairman and board \- sets the company\'s direction in all areas: sales, marketing, operation and finance **VICE PRESIDENTS** **1. VP OF MARKETING** - orchestrates the research, development, promotion and follow up of a cruise line products. **2. VP OF SALES -** oversee the actual selling of cruises,either through travel agency or directly to the public -incharge of the people who takes calls from agents and clients, as well those who supervise them. - **DISTRICT SALES MANAGER** - spokesperson for the cruise line at trade shows and communicate with travel agency in their assigned geographic area. **3. VP OF FINANCE** - administers and address financial issues. **4. VP OF OPERATIONS / PASSENGERS SERVICES**- responsible for all onboard and shore side services. - **VP OF HOTEL OPERATIONS** - manages shipboard hotel- type services - **VP OF MARINE OPERATIONS** - responsible for logistics and technical factors such as ship and port considerations. IN LARGE CRUISE LINE, **THIRD VP,** is in charge for the shore EXCURSION tour companies. **5. VP OF NATIONAL ACCOUNTS** - represents the cruise line to major agency chains, usually those who preferred supplier relationships. **6. VP OF GROUPS AND INCENTIVES** - orchestrates all groups sales, marketing and operational activities. **LAYERS OF MANAGEMENT BELOW VP:** 1\. DIRECTOR 2\. MANAGER 3\. SUPERVISOR **MULTILINE REPS**. - independent sales representative **C. TRAVEL AGENCIES** **TRAVEL AGENTS** - often called as **TRAVEL COUNCILOR** **KINDS OF TRAVEL AGENCIES** **1. INDEPENDENT AGENCIES** - are agency that are privately owned and unaffiliated to any large institutions. \- often called as mom\'s and pops \- they\'re are \"corner store\" of travel retailer, usually with small staff. \- have limited economic **leverage** with suppliers Strategy: focus on specialized travel products, establish reputation for excellence, etc. They now represents less than **35%** of all travel agency **2. AGENCY CHAINS** - have many well known names, and creating public recognition. \- **MEGA-AGENCY CHAINS** \- their size and reputation provide them with economic clout. It permits them to negotiate favored status with carefully selected \"PREFERRED\" supplier TWO KINDS OF AGENCY **1. WHOLLY OWNED AGENCIES -** owned by the chain **2. FRANCHISE** - semi-independent agency who pay for the right to use chain name, preferred product and service. **3. CONSORTIUM- AFFILIATED AGENCIES** - consortia promise agency with greater independence than they would have if they are agency franchise **4. CRUISE ONLY AGENCIES (CRUISE ORIENTED AGENCIES)** - are specialists. Pride themselves especially with their deep knowledge on ships, cruise line and ports. \- they may sell air and lodging but only conjuncture with cruises. \- can be independent, belng to a consurtium or part of a chain **ADVATAGES OF BEING OREFERRED AGENCY** 1\. BETTER CRUISE DEALS 2\. VALUE-ADDED BENEFITS 3\. CO-OP FUNDS 4\. INVENTORY ACCESS 5\. MASTER ONLY FEW PRODUCTS 6\. IF PROBLEM OCCUR, IT\'S EASIER TO RESOLVE 7\. HIGHER COMMISSION **OVERRIDE COMMISSION**- cruise line companies give agency over and above the base commision. **TRAVEL AGENCY TWO KINDS OF SALESPERSON:** **1. INSIDE SALESPERSON**- work at the agency, fielding calls, responding to emails,and dealing with walk in business **2. OUTSIDE SALESPERSON / HOME BASED AGENTS -** allied with an agency and sell to friends, acquaintance or customers referred by them ASSOCIATION AND TRAININGS **FAMILIARIZATION CRUISE / FAMS** - permits agents to have first hand experience with the cruise products. **CRUISE LINE INTERNATIONAL ASSOCIATION (CLIA)** - represents the vast majority of cruise companies. \- makes available a highly diversified mix of training, products and events. CRUISE COUNCILOR CERTIFICATION PROGRAM TWO LEVELS OF CERTIFICATION 1\. ACCREDITED CRUISE COUNCILLORS (ACC) 2\. MASTER CRUISE COUNCILLOR (MCC)