Cruise Products & Services

Cruise Products ACCOMMODATION Cruise accommodations are generally categorized into suite staterooms, outside or ocean view staterooms, balcony, and inside staterooms. The way these various categories are named may vary according to cruise lines. For instance, NCL offer suites,...

Cruise Products ACCOMMODATION Cruise accommodations are generally categorized into suite staterooms, outside or ocean view staterooms, balcony, and inside staterooms. The way these various categories are named may vary according to cruise lines. For instance, NCL offer suites, FOOD AND BEVERAGE penthouses, spa suites, mini-suites, balcony, ocean views, insides, and studios. Celebrity Food and beverage are normally included in Cruise Line, on the other hand, identifies its the cruise fare. There are certain accommodation according to suite class such complimentary dining venues for all its as aqua, concierge, and veranda, as wells as guests availing of meals included in the ocean views and inside staterooms. package. These are also known as the ship’s main restaurants that typically serve buffet style. Also, most common drinks on the main The stateroom dining like water, juices, sodas, coffee, and facilities and tea are complimentary. However, onboard amenities offered by dining is not as simples as dining in a land- a given ship vary based hotel. On a cruise, there are dining according to the policies which also SUITE ROOM type of vary from ship to ship. accommodation There are two major which also affects the price of cruise itself. types of dining options Suite is the most expensive while inside onboard, the stateroom is the least expensive. Suite traditional dining and staterooms basically have the most luxurious the open seating. and large space, Traditional dining is with a living room also called standard or and a bed room, set dining wherein passengers follow a which usually come specific tie and seat for dining popularly with additional called first seating and second seating. First perks such as seating is usually at 5:45 pm and second complimentary seating is at around 8:00 pm. bottles of wine or BALCONY champagne, butler service, and other exclusive extras. Outside On a Disney ship in staterooms are those that offer ocean view particular, through windows or port holes, while standard dining is balconies are those that have verandahs that known as allow passengers to actually step outside and rotational dining relax on the deck privately. Inside cruisers where passengers need just the same. Inside staterooms are get to enjoy all ideal for those who are going to spend most their themed of their time outside the cabin. dining restaurants. Disney cruise line passengers and servers shall rotate to a different restaurant each night for dinner. On the contrary, open seating, also known as flexi dining (MSC), freedom dining (P&O), freestyle dining (NCL), my time dining (RCCL), and anytime dining (Carnival) do not impose set times and tables. It allows flexibility and passengers can arrive at the OUTSIDE STATEROOMS INSIDE STATEROOMS restaurant anytime that they are ready. TMEL206: Cruise Tourism Montelibano, JM This document is a property of the University of St. La Salle. Credits to the rightful owners of graphics and texts used in this module. Module 3: Cruise Products and Experiences | Page 3 Moreover, aside from these three main wall climbing, zip line, water slides, surf dining venues, cruise ships have a lot of simulator, and laser tag. other dining facilities like specialty restaurants, cafes, bars, snack stand, room In addition, wellness has been a trend service, etc., which may either be included in nowadays not only on land-based vacations the cruise fare or for additional charge. but more for cruisers, as ships offer spa Passengers can purchase drink package upon booking or on the first day of their cruise. Learning the difference between traditional and open seating is much needed when selling a cruise. This is an important detail to discuss to the client before they proceed options to cruisers to the cruise vacation. both as part of excursion and onboard relaxation. Some ships also have voyages ENTERTAINMENT specifically themed at wellness like Silversea’s Wellness Expedition Voyages which combines wellness activities with health consultations from experts and special nutritional menu. EXCURSIONS What await cruise vacationers in the ports of call are variety of dining facilities and bars, Onboard entertainment varies. For instance, souvenir shops and shopping centers, most ships offer casinos onboard, while beaches, heritage places and unique local some like Disney Cruise line does not. culture, and other natural and man-mad Typically, cruise ships have bars, disco, attractions. theater, and cinemas. Bars vary from coffee bar, wine and champagne bar, cocktail bar, pubs, lounge, cabaret, pool bar, etc. Various shows are also common such as classical musicals, stand-up comedy, and Las Vegas entertainments that will suit each of the different age groups of cruisers, some of which are included in the cruise package. In particular, Royal Caribbean International has included Broadway stage shows, Aqua Cruisers have the option to go for ship- theater show, and ice skating show in its arranges excursions which is booked through cruise vacation package. the cruise line, independent tours, books through an independent travel agent in the port, and or simply explore the destination on their own through sightseeing by bus or by walking or strolling around. Other very popular cruise products onboard are shopping at Duty Free shops, joining auction sales, photography, workshops and training classes on just about anything that SPORTS AND RECREATION, interests the passengers. This may include WELLNESS, AND OTHER CRUISE but are not limited to wine appreciation PRODUCTS workshops language training, dance classes, etc. Sports and recreation are not new to cruise vacations. Onboard are different sports On a cruise, whether staying and relaxing facilities like basketball court, tennis court, onboard or exploring ashore, cruisers have badminton court, table tennis, bowling alley, plenty of options. One thing is sure, the and even mini golf course. Some ships also cruise products and services available will have giant board games like chess for surely make one’s vacation complete, recreation. Mega ships these days offer enjoyable, and a memorable experience. extreme adventure onboard like RCCL’s rock TMEL206: Cruise Tourism Montelibano, JM This document is a property of the University of St. La Salle. Credits to the rightful owners of graphics and texts used in this module. Module 3: Cruise Products and Experiences | Page 4  Cruise Experience usually per cabin. For example, clients who book for a suite may get a $200 OBC while BEFORE BOOKING: those in the lower category may only get $50 UNDERSTANDING CRUISE DEALS or $20. OBC is a typical offering of many cruise lines. Cruise lines offer a huge variety of deals especially with the steep competition in Free Airfare or Hotel. This looks like an recent years. Clients must, however, be attractive offer. But this is usually only careful in checking out different deals before common to luxury or premium lines. finally making a purchase. Sales agents, on However, airfare or hotel may not really be the other hand, must understand how deals free, rather it is bundled into the cruise fare work to better serve the cruise market. and cruisers who would opt out from the offer may get some dollar (or peso) credit. Agents must be aware of this so that they could also check out with the cruise line and provide additional value for their clients especially since availing of this offer can be more complicated. Further, clients can have more satisfactory flight options if they separately book their airfare and more revenue for the travel agent. Here are some of the enticing deals and the realities behind: Other add-on values are free WIFI, complimentary wine or F&B packages, Discounts. During the “wave season”, most complimentary shore excursions, and cabin cruise lines offer some incentives or promos. upgrade. Whether clients actually save a lot This also happens during lean season to still on these deals or not require thorough encourage prospects to set sail. However, examination and comparison between lines sometimes cruise lines purposely inflate and deals. advertised cruise fares so that even if they claim to slash the fares, cruise lines are still Kids Sail Free. This promotion is alluring getting the supposed reasonable fare. especially for first time cruisers because it offers a significant discount to expensive Buy one, get one. Agents must understand family vacations. Cruise lines such as this to be able to explain well to clients as Carnival Cruise Line, Disney Cruise Line, RCI, buy-one, get-one can be confusing. This and NCL offer this perk. However, regular typically works this way: client buys one full cabins may not come with extra berths/bed fare and get another one free or at a half or for the third or fourth person, the couple will discounted price. This is used by cruise lines have to upgrade to a more expensive cabin to entice cruisers to book. The price and type and pay for a more expensive fare. discount offered is actually factored in. For Cruise clients must also be informed that that example, a cruise line may offer a 40% while kids will get free cruise fares, they will discount, buy one get one and listed a $440 still have to pay taxes and fees and gratuities starting price for a 3-day cruise that was for the kids onboard. originally priced at $550. The client may think that the second person may just have to pay $198. But in there, the first person is actually paying $550 and the second person $330, then adding this together one gets $880, and divided by two, the price becomes $440 per person. Add-on value. This deal means cruise companies would add more inclusions to the cruise fare. These add-on values can be in Group booking. As the saying goes, the form of: “cheaper by the dozen”, the same goes true to about any type of vacation, offering free Onboard Credit (OBC). This is credit of charge (FOC) for group bookings. Cruise “money” but can only be spent onboard. lines can offer FOCs or cruise credit or large Cruise lines use this promotion to entice group bookings. clients to book especially for a higher Clients may have to check if rates dropped category or higher priced cabin. OBC is before making their final payment, which is TMEL206: Cruise Tourism Montelibano, JM This document is a property of the University of St. La Salle. Credits to the rightful owners of graphics and texts used in this module. Module 3: Cruise Products and Experiences | Page 5 generally not less than days prior to sailing. muster station, and assigned restaurant If such is the case, and the new cruise fare and seating. is much cheaper, clients may opt to let go of their reservation and go for book and buy option with the new rate if this saves them more money. This significant slash in the cruise are can be due to travel agencies returning their unsold inventory of cabins to the cruise line around three months before the sail date. PRE-SAILING: EMBARKATION DAY Before leaving home for this dream vacation, cruisers must remember to ready the needed As the passengers are now ready to embark, documents such as passports, visas, copies cruise photographers would ask them to of government issued IDs, and cruise tickets. pause for an embarkation photo. Cruisers These should be placed on a carry-on bag for can strike an excited pose or opt out politely easy access. DURING THE CRUISE It is no doubt that a cruise gives a fantastic and unforgettable experience. The life onboard and shore excursions both contribute to the greatness and especially, uniqueness of the cruiser’s experience. The embarkation day is such a busy day on the port, and unless one has a priority embarkation, cruisers will have to wait a long queue. The following are the general procedures for embarkation: 1. Port security checks the passengers and their luggage and may search and First Day Onboard confiscate any item that the company considers a risk to the safety of the Welcome onboard! The ship’s company passengers, crew, and ship. provides a warm welcome for the new 2. After luggage check by port security embarking passengers. Ships have designed officials, passengers surrender their lounge or holding are for passengers as they tagged luggage to assigned staff. The wait for their cabin to be ready. Embarkation staff shall deliver the luggage straight to day, commonly known as turnaround day is the passenger’s stateroom/cabin hours a busy day for ship’s company, when a set of later. Details on the tag shall be the passengers disembark, and another set passenger’s name, ship, cabin number, embarks. Accommodation department crew date, and port. work double time to get the staterooms 3. The passenger then proceed to the ready for occupancy as fast as they can after check-in desk with their cruise ticket, it had been emptied just a few hours earlier. passport, and other relevant documents. It is a “race day” for the crew and naturally, 4. After the document check, passengers the cabins or staterooms are not ready yet are given their cruise card. The cruise on the first few hours of embarkation. card is very important as it provides However, there is no need for the guest to access to the ship and cabin and serves feel discomfort as they are usually welcomed as onboard currency (after credit card with refreshing drinks and some pastries or registration or cash funding) used for all snacks and/or the buffet is ready for lunch. onboard payments, and other Passengers can also take this time to make transactions onboard the ship. It also specialty restaurant reservations, book shore contains some important information excursions, and other reservation such as the passenger’s name, home arrangements. country, duration of the cruise, assigned TMEL206: Cruise Tourism Montelibano, JM This document is a property of the University of St. La Salle. Credits to the rightful owners of graphics and texts used in this module. Module 3: Cruise Products and Experiences | Page 6 Safety Drill passengers. Onboard photographers also make sure this moment is captured well. Another significant activity on an embarkation day is the safety drill or safety briefing, also termed as muster drill and lifeboat drill which happens before the ship leaves the port or right after it sets sail. The passengers will be asked to assemble at the ship’s muster station. Ship’s crew shall assist and guide the guests in the execution of this activity that is required by law. At Sea Days At sea day, the whole day is spent sailing to the first or next destination. Usually, at sea day immediately follows embarkation day. Because everyone is onboard on this day, cruise ships feature additional programs and dining schedules. The ship is packed with activities and entertainment to preoccupy Sail-away and delight the passengers on this day. In terms of dining, outlets or dining venues that Cruise ships highlight the moment the shop are typically close for breakfast and lunch are leaves the dock for open waters – the official open for operation. Ships may even have start of the cruise. Celebrations vary special brunches and menus for this specific depending on the ship, but usually they hold day. The cruise director makes sure no one open deck or top deck parties during this gets bored and everyone enjoys his/her day time. This is commonly known as sail-away onboard. party which includes cocktails and music. Most importantly, at sea day allows passengers to explore and experience the facilities and amenities that the ship offers. On the business perspective, at sea day is a strategic way for cruise lines to earn more revenue since passengers will most likely spend their money onboard. Passengers can enjoy the spa facilities, go shopping at the ship’s boutique and duty-free shops, attend wine tastings and other seminars, indulge in sports, join competitions, bask by the pool Onboard Highlights while sipping some cool concoctions, chat with fellow cruisers, savor the food; the A cruise itself is exhilarating due to the ship’s options are endless. magnificent architecture and facilities, varied activities and entertainment, and opportunity to visit several amazing destinations in one vacation. Onboard, one of the most anticipated events is the dinner with the captain or captain’s dinner. This has become a tradition basically used to welcome passengers (or bid farewell). The captain’s dinner may be a formal night or a cocktail party depending on the ship. Passengers are Port Days enthusiastic at meeting and getting acquainted with the master of the ship and On a port day, two options can happen, the his high-ranking officers. This dinner is made ships may dock at the port (pier) or anchored even more special due to the sumptuous offshore, and passengers are carried ashore food fine wines, exquisite service, and great by tender (small boat). As a cruise offers the music. The captain and other officers may “you can do it all or nothing at all” option, it even share the dance floor with the pleased is the cruiser’s choice to either stay and relax onboard or explore the port. TMEL206: Cruise Tourism Montelibano, JM This document is a property of the University of St. La Salle. Credits to the rightful owners of graphics and texts used in this module. Module 3: Cruise Products and Experiences | Page 7 Typically, the ship arrives at a destination passengers are well guided. This also early morning and after port official’s appears on the daily cruise brochures or inspection and clearance, the cruise director aboard ship details. will announce through the ship’s public address system that passengers may now Last Night on Cruise start to disembark for an exciting day in port. Larger ships may have designated assembly Debarkation preparation starts on the last areas for disembarking passengers to day of the cruise. facilitate orderly exit and to avoid bottlenecks at the gangway. 1. One of the most important elements in the preparation for debarkation is the settlement of passenger account. A printed copy of guest account will be delivered to the cabin and passengers will have to settle it after checking for possible errors or misrepresentations. 2. Passengers give additional service gratuities or tips to the crew e.g. their dining servers, on the last night as they probably will not see these crew again in the morning. Most ships also have compulsory gratuity system in place It is a lot easier to reach the land when the which is either pre-paid upon booking or ship is docked as passengers can simply walk posted daily on guest account where off the ramp to shore. When anchored guest must confirm by signing on the offshore, passengers will have to wait for account. Gratuities may be adjusted their turn to be carried ashore and vice versa according to the passenger’s satisfaction by the tender. A “tender port” day is also a of the services provided to them. lot of work for crew servicing and assisting passengers on and off shore. Ports are different from each other but generally, destinations have a variety of souvenir shops, cafes, bars, restaurants, beaches, heritage or historical sites and other interesting attractions. More commercial ports and mass market destinations have duty free shops allowing visitors to purchase various tax-free goods, 3. Passengers need to pack their suitcases jewelry, electronics, cosmetics, cigarettes, and luggage. Packed luggage with tags and alcohol. Ports of call also offer various must be left in the hallway outside the activities for leisure, recreation, and cabin for cruise crew to pick it up. adventure. Passengers must, however, need to prepare the clothes, shoes, and other stuff they would need to wear for the next day’s disembarkation. On debarkation day, passengers will only carry their carry-on bags. The luggage and other stuff of the passenger left outside the night before shall be claimed at the cruise terminal. 4. On the last night too, it is better for passengers to purchase their souvenir photos at the photo shop if they want it. AFTER THE CRUISE: DEBARKATION 5. Cruise ships gather guest feedbacks in the form of satisfaction survey. Forms Debarkation or disembarkation is the term are available at the guest services, which means leaving the ship. The end of delivered to the cabin, and or given at the cruise vacation and “checking out” on a the restaurants for F&B satisfaction cruise is more complex than doing so in a survey. This feedback is valuable for land-based hotel or resort. Ships either hold two basic reasons: (1) it is a basis for a briefing or show in the in-cabin TV the enhancement of the products and procedure for debarkation so that services of the cruise line, and (2) TMEL206: Cruise Tourism Montelibano, JM This document is a property of the University of St. La Salle. Credits to the rightful owners of graphics and texts used in this module. Module 3: Cruise Products and Experiences | Page 8  performance evaluation of the crew arranged through the same travel agency will which is also the basis for their gratuity have to exit the ship together. With prior (for gratuity-based ships) and requests and arrangements, passengers with incentives. early flights will be given the priority to leave 6. The ship usually holds some farewell the ship. Ships manage the crowd by calling show on the last night. the groups who are up for debarkation to proceed to the gangway. As the passengers The Morning of Debarkation exit, they need to show, swipe or machine read their cruise card for the last time before keeping it as a souvenir of this fabulous vacation. The ship shall arrive at the debarkation port early morning and requires clearance from the customs and port authority. Breakfast is Disembarking passengers may have an available at the various dining venues. The arranged transportation to the airport for ship company will announce through the those with flights, either done through the public address when passengers can cruise line or travel agent. Others may still disembark. Announcements will be made as have city tours or arranged post-cruise to the waiting area for passengers and those vacation package. Cruise lines are primarily in the leisure entertainment business, some of which occurs at the destination but a great deal of which takes place aboard ship. They offer loyalty programs to reward passengers for their next repeat business and to incentivize them to return for their next voyage. Ocean Deep Go deeper on your cruise products and experiences of your assigned cruise fleet in Learning Task 2 by enumerating and expounding the following: Learning Task 3 Cruise Fleet Products Cruise Fleet Experiences  Accommodation  Before Booking: Understanding Cruise Deals  Food and Beverage  Pre-Sailing  Entertainment  During the Cruise  Sports and Recreation, Wellness, and  After the Cruise: Debarkation other Cruise Products  Excursions Create a one to two-pages print-ad material that would capture the above mentioned details of your assigned cruise fleet. Just’In: Alumnus in the Loop An HM alumnus has been invited to join our synchronous meeting to share his experiences as a crew of a well-renowned cruise ship. Cruise products and perks as an employee will be further elaborated in his talk. Are you excited to him? TMEL206: Cruise Tourism Montelibano, JM This document is a property of the University of St. La Salle. Credits to the rightful owners of graphics and texts used in this module. Module 3: Cruise Products and Experiences | Page 9