Cruise Tourism

Selling and Market Cruises
Who buy Cruises?
Six Categories of Cruise Consumers

1. Restless Baby Boomers
2. Enthusiastic Baby Boomers
3. Consummate Shoppers
4. Luxury Cruisers
5. Explorers
6. Ship Buffs
Restless Baby Boomers

- Constitute the largest segment of cruisers (33%).
- are in their 40s and early 50s, are thrifty, family oriented and little cautious
of new things. Because they are still supporting children, they respond
positively to the cost saving value of a cruise.
- They are also perceived cruising as a fun family vacation.
Enthusiastic Baby Boomers

- Are the second- largest category of current cruisers (20%).
- are in their late 30s- to early 40s)
- They are a little more adventurous and gregarious than restless baby
boomers.
- The romance of cruising very much appeals to them.
Consummate Shoppers
- Represent 16% of today’s cruisers.
- age 55 and over, well-travelled, and like the pampering and fine dining
available onboard cruise ships.
- they very much want to feel that they are getting the best deal for their
dollar.
- looking for the best value
- the ship is as important to them as the destination
Luxury Cruisers
- 14% of current cruisers
- Cost is not a major issue for them
Average of 52 years old, they are cultured, well educated, experience and
active
Explorers
- They see a cruise as a vehicle for discovering the world
- Destinations are more important to them than the ship itself
Ship Buffs
- Smallest segment (6%) and the oldest, too (68 yrs old)
- The most cruise-savy of all
- They like longer cruises and are very flexible in their cruise choices
Cruise Sales Process
TRUTH- “ Most people decide if they like someone/something in six seconds”
Stanford university study: A sales person has only a fleeting moment to achieve
two things
 Create a favorable impression

 Put a client at ease
How should an Agent Project?
Face to Face
 Stand Up and greet the client
 Establish eye contact with the client
 Smile, conveying your pressure
 Give your name, and then obtain their client name
 Shake hands
Phone Calls
 Use the four part greeting
 Smile
 Communicate with energy and enthusiam
Qualifying the Client
- Means asking the question to uncover a client’s needs
Travel agents deal with 3 general scenarios:

 Clients have the only the vaguest idea about what kind of vacation they
want
 Clients have a rough idea of what they want
 Clients know exactly what they want
Close ended question

- Require simple, factual responses
Open ended question
- Provide important clues to client’s needs
Reservation Codes
A/S - Air/ Sea

BTH - Bath
CFMD BY - Confirmed by
DBL - Double
DEP - Deposit
DOCS RECD - Documents Received
EB - eastbound
F/P - Final Payment
GTD or GUAR - Guaranteed
W/S - Inside Cabin
M/M - Mr. and Mrs.
ОРТ - Option
O/S - outside cabin
OW - one way
PP - Per person
PSG ADVSD - Passenger advised
PT - Port taxes
QUAD - four people accommodated
RT - round trip
SGL - single
TBA - to be assigned
TPL - Triple
 WB - westbound
WL - waitlist
Module 6
Living and Working Onboard
Careers Onboard
Life on a cruise ship is really a unique and an unforgettable experience.
The Positive Aspects of Living and Working Onboard

 Employees get paid to travel
 Employee’s salary is a saving
 Socializing and meeting new people
 Job availability
 Free Medical Care
 Flights to and from the ship is provided
 Discounts for crew
The Negative Aspects of Living and Working Onboard

 Homesickness
 Sea sickness
 Little to no privacy
 Communication and cultural barrier
 There are no days off
 Restricted Time Ashore
 Limited Internet and Cell Phone Access
Requirements to Work on a Cruise Ship
Language proficiency on a cruise ship

• Knowledge of the English language is essential
• Depending on the position, a higher or lower level will be required, as well as
other languages.
Hourly availability
 The boarding time is usually 3 to 6 months, and sometimes up to 9 months
Maritime professional training
 Proof of specific training related to the position is essential
 There is a mandatory maritime training
What is SOLAS?
The International Convention for the Safety of Life at Sea (SOLAS) is an important
international treaty concerning the safety of merchant ships.
It ensures that ships registered by signatory States comply with minimum safety
standards in construction, equipment and operation of ships.
Safety of Life at Sea (SOLAS)

 aims to specify minimum standards, for the construction, equipment and
operation of ships, compatible with their safety.
 Flag States are responsible for ensuring that ships under their flag comply
with its requirements, and a number of certificates are prescribed in the
Convention as proof that this has been done.
 Control provisions also allow Contracting Governments to inspect ships of
other Contracting States if there are clear grounds for believing that the
ship and its equipment do not substantially comply with the requirements
of the Convention.
Why there is SOLAS?

 The first version of SOLAS was adopted in 1914 in response to the sinking of
the Titanic.
 It prescribed new international requirements dealing with safety of
navigation for all merchant ships which includes the number of lifeboats
and other emergency equipment along with safety procedures and
continuous radio watches.
 Revisions, 1929 and 1948.
 The 1960 Convention: It was the fourth SOLAS Convention and was the first
major achievement for the International Maritime Organization (IMO). It
represented a considerable step forward in modernizing regulations and
keeping up with technical developments in the shipping industry.
 The SOLAS 1974: The Convention is the version currently in force and it is
unlikely to be replaced by a new instrument because of the new tacit
amendment procedure that is included in Article VIII.
 1978 and 1988 protocols
Essential Courses to Take
The International Convention on Standards of Training, Certification and Watch
keeping for Seafarers (STCW) requires:
Basic Safety Training (BST)

• Fire Prevention and Firefighting
• Elementary First Aid
• Personal Survival Techniques
• Personal Safety and Social Responsibility
• Proficiency in Security Awareness
Crowd Management on Passenger Ships

• This is a theoretical and practical course in which trainees are trained to control
a crowd in the case of an emergency on board
Security Awareness and in Designated Security Duties

• This course covers all the basic information required to carry out security duties
on board and help you to have a heightened security awareness
Basic Safety Training Course

1. Fire Prevention and Fire Fighting
 The trainees will learn how to identify fire hazards on ships, the different
ways to prevent fire, and what to do in case of a fire emergency.
 The trainees will be oriented with firefighting equipment available on ships
and how to use each one of them.
 For the practicum, the trainees be required to correctly don a fireman suit,
operate a self- contained breathing apparatus, and fight real fires both in an
open and a smoke-filled enclosed space.
2. Elementary First Aid

 The trainees will learn about the most common types of medical
emergencies on board and what immediate actions should be taken
when they encounter them.
 The trainees will also know what kind of first aid and how to properly
apply them to patients or victims while waiting for medical help.
 They will discuss incidents requiring medical attention like wounds,
burns, shock, stroke, cardiac arrest, fainting, choking, drowning and
more. Trainees will also learn different bandaging techniques, moving
and lifting patients, rescue breathing (RB) and cardio-pulmonary
resuscitation (CPR).
3. Personal Survival Techniques

 The trainees will learn different survival techniques that he/she can use in
open water if ever he/she needs to abandon the ship.
 The trainees will learn how to correctly wear a life jacket and an immersion
suit.
 They will show how to operate a survival craft and how to use location
devices and radio equipment. This is the part where trainees will be asked
to jump from a height while wearing a life jacket.
4. Personal Safety and Social Responsibility

 The trainees will know the living and working conditions aboard. This will
allow them to quickly adjust to the new environment once they join the
ship.
 Trainees will get familiarity with the emergency procedures which includes
safety drills, emergency alarms and signals, and use of safety equipment.
 This course will cover rights at work, employment conditions and work
practices. This will give them an understanding of their role in keeping
others safe and protecting the environment. Hence, rules related to drugs,
alcohol, and pollution prevention will be discussed.
5. Proficiency in Security Awareness

 This will provide seafarers guidance on security- related issues onboard.
 If there was a security breach, for example relating to piracy or robbery, the
seafarer will know how to recognize if they are a threat and be able to take
the right course of action.
Crowd Management on Passenger Ship

This is a theoretical and practical course in which trainees are trained to control
a crowd in the case of:
 an emergency on board,
 locate the essential safety and emergency equipment,
 maintain an effective communication with passengers during the
emergency,
 demonstrate how The personal salvage devices are used, and
 comply with the ship's emergency and safety procedures.
Security Awareness and Designated Security Duties

 This course is meant for every seafarer who is designated to perform
security duties on board including anti- piracy and anti-armed-robbery
related activities.
 This course is specifically designed to provide the additional ‘designated
duties’ information not covered in the original STCW Security Awareness for
all Seafarers course.
 The STCW Security Awareness for all Seafarers course should be successfully
completed as a pre-requisite of this course.

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Cruise Tourism

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Selling and Market Cruises

Who buy Cruises?

Six Categories of Cruise Consumers

Restless Baby Boomers

Enthusiastic Baby Boomers

Cruise Sales Process

TRUTH- “ Most people decide if they like someone/something in six seconds”

 Create a favorable impression

How should an Agent Project?

Travel agents deal with 3 general scenarios:

Close ended question

A/S - Air/ Sea

Living and Working Onboard

The Positive Aspects of Living and Working Onboard

The Negative Aspects of Living and Working Onboard

Requirements to Work on a Cruise Ship

Language proficiency on a cruise ship

Safety of Life at Sea (SOLAS)

Why there is SOLAS?

Basic Safety Training (BST)

Crowd Management on Passenger Ships

Security Awareness and in Designated Security Duties

Basic Safety Training Course

2. Elementary First Aid

3. Personal Survival Techniques

4. Personal Safety and Social Responsibility

5. Proficiency in Security Awareness

Crowd Management on Passenger Ship

Security Awareness and Designated Security Duties

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