24 hrs on P&O’s Pacific Explorer: What passengers never see

Running a cruise ship that carries as many people that live in a small country town is a formidable logistical operation, much of it taking place below decks or behind those secure “no admittance: crew only” doors.

We see front of house people such as waiters, entertainment staff and bartenders around the ship, and we know the captain and his officers are up on the bridge navigating, but who’s keeping the engines running? Who’s washing all the towels, tablecloths and sheets? How many chefs are working in the galleys to produce 10,000 meals a day – and who does the washing up?

Traveller went behind the scenes during a three-day cruise from Sydney, Australia on P&O’s Pacific Explorer to gain a sense of what it really takes to keep a modern cruise liner totally shipshape these days.

6.45AM: STOCKING UP

It’s a bright, chilly morning ahead of Pacific Explorer’s departure and the loading area at Circular Quay’s Overseas Passenger Terminal beside Sydney Harbour is a frenzy of activity. Stevedores in hi-vis vests manoeuvre beeping forklifts around the dock where about 250 pallets of fresh, dry and frozen foods are stacked for loading

Pacific Explorer towers serenely over the busy scene, which is concentrated on one open port – or door –on Deck 4 through which big bundles of rubbish are removed before the cruise’s provisions can be taken aboard. A sniffer dog has already checked the pallets for explosive ordnance.

Ibrahim Demirci, P&O’s category manager, hotel, food and beverage, explains that fresh produce goes onboard first, followed by frozen, dry, canned and chemical goods. Today, 25 pallets of fresh food are being loaded for the three-day cruise – there is lots of seasonal produce because every dish produced on the ship contains fresh vegetables or fruit.

The pallets are labelled so the crew onboard know exactly where it has to go in the various store rooms – the length of the cruise is critical in terms of how food is stored. Avocados, for instance, are labelled from stage one to five for ripeness, to ensure they will last the distance and that the ripe ones will be used first. “Everyone wants avocado toast in the morning,” says Ibrahim, “so it’s got to be ready to eat.” Bananas can’t be stored anywhere near avocados because the gases they emit cause avocados to ripen; tomatoes are also stored for use in stages.

Throughout the process of sourcing fresh produce from markets or direct from farms and delivering it to the ship, a series of rigorous quality control checks is followed. Hotel stores manager Philip is on the dock, checking yet again that everything that was ordered is present and correct and that it meets the high quality P&O requires. Once the produce is onboard, the executive chef will make further random checks.

Demirci works with providores in all P&O’s home ports as well as the ships’ executive chefs and operations departments – planning starts 12 months in advance. Just think of him when you’re struggling to think what to cook for tonight’s dinner.

7AM: NEXT, PLEASE

Passengers from the last cruise disembark in carefully timed stages and inside the ship, the housekeeping team is working at warp speed to have everything cleaned and ready for the next 2000 passengers, who will start embarking at 11.30am.

Turnaround days are the busiest for all the crew and everyone is aiming for Zero Count – the magic hour of 10am, when all the outgoing passengers have disembarked and the last empty rooms can be stripped, cleaned and made up again. The housekeeping team’s work doesn’t stop there – during every cruise, restaurants, bars, lounges, theatres, stairways, handrails and corridors are constantly swept, vacuumed, wiped and polished and your room is cleaned (even tidied) daily.

7.30AM: FUEL RULES

Executive chef Ravi Rajamanikam meets his team of 18 sous chefs and chefs de partie for the daily menu briefing in Angelo’s restaurant. Rajamanikam sits at the head of the table, resplendent in his whites and towering toque blanche, and asks each chef in turn for comments or questions about the coming days’ menus. As we learnt at the loading dock, food is a very serious business and the chefs discuss the tiniest details that might make a difference to a specific dish.

Pacific Explorer has eight restaurants, including The Pantry that comprises a variety of different food stations, plus Charlie’s cafe-bar and 24/7 room service. All up, 116 chefs work in seven galleys; the biggest one is on Deck 5 for the Waterfront; then there’s the crew galley, also on Deck 5; two galleys on Deck 6 for Angelo’s and Dragon Lady; one on Deck 8 for pizzeria 400 Gradi; one on Deck 9 for room service; and two on Deck 14, one for Luke’s and one for The Pantry and evening-only venue Shell & Bones.

During a tour of the busy, noisy main galley after the menu briefing, chef Rajamanikam tells us that the most popular dishes on Pacific Explorer are fish and chips and Indian curries. Aha. That could be why passengers get through 100 kilograms of onions, 200 kilograms of french fries (bought pre-cut), and 300 kilograms of potatoes – every day.

The delicious smell of freshly baked bread fills the air around the galley’s bakery section. Twelve staff work day and night shifts to produce an astonishing array of fresh bread and pastries. They use 250 to 300 kilograms of flour a day, some of which goes into the 6000 bread rolls made daily to accompany every meal.

A separate area of the galley is dedicated to special-diet menus such as vegetarian, nut-free and gluten-free. Food and beverage director Martin Bell says the F&B team is testing a range of vegan dishes for upcoming menus – plant-based food is the latest trend sweeping the world’s best land-based and cruise-ship dining rooms.

While the chefs discuss plans for keeping passengers’ appetites satisfied, the refuelling barge has come alongside. Pacific Explorer will chew through 250 tonnes of fuel on this three-day cruise, as we discover during a late-night visit to the engine control room; like most departments on the ship, it is a 24-hour operation.

9.43AM: A BIT OF HURRY UP, THANKS

“Would the family in suite [number withheld] please make their way to the gangway now.” Oh dear. It sounds like some people are enjoying their cruise so much they don’t want it to end. Zero Count is fast approaching.

10.30AM: COFFEE’S ON

Master barista Joanna Yuen, from P&O’s coffee suppliers Nestle, is running a class for barista trainees in Charlie’s Bar while her colleague Evan Greenway is checking that every coffee machine on the ship is in perfect working order. The ship’s movement can affect the machines’ calibration, so they are tested at every turnaround port call. Training staff how to clean and maintain the machines is all part of the quality-controller’s job.

10.40AM: DINNER ALREADY?

Preparation for dinner at specialty, no extra-fee restaurants Angelo’s (classic Italian) and Dragon Lady (Asian fusion) gets underway in the galley on Deck 6 – service begins at 5pm – and on Deck 14 The Pantry galley and wait staff get ready for the lunchtime rush, by which time most passengers will have boarded.

1.30PM: THE STAGE IS SET

Four of the ship’s regular sessions musicians tune their instruments on the stage in the empty Black Circus theatre. It is their first live rehearsal with the star of tonight’s show Hans the German, aka the multi-talented, musical-comedian Matt Gilbertson. We see “half Hans”, which means Gilbertson is wearing a spangly, skin-tight jumpsuit and a jaunty feathered hat but none of his trademark colourful make-up for the rehearsal.

It’s hard to believe this is the first time the band and Hans have performed together and after the rehearsal, Hans/Matt is full of praise for the ship’s musicians, sound engineers and lighting crew. Even offstage, the witticisms and sharp comments flow freely: he tells us that his mother “Joanne on the Janome” makes his costumes and describes tonight’s show as “Kylie on a Dannii budget”.

3PM: A VOICE FROM THE BRIDGE

“Crew proceed to muster stations at 15.10 for 15.30 muster drill. Passengers, please note the location of your muster stations, which are listed on your cruise cards and the back of your cabin door.

“Please make your way there for 15.30pm, which means 3.30pm. Lifejackets are not required for this exercise, which is compulsory for all passengers.”

3.30PM: HERE’S THE DRILL

We’re in muster station A in the 550-seat Marquee Theatre. People file in, chatting and laughing as the assistant cruise director (ACD) requests everyone to fill the front seats first and turn off their phones. “This is important information that will save your life in an emergency,” he says firmly, “so please pay attention.”

Eagle-eyed crew patrol the aisles and spot a few passengers still scrolling through their social-media feeds. They politely tell them to put the phones away – now. There is a considerable wait for the general alarm to be sounded and a lifejacket demonstration to take place as the ACD rattles through the names of 20 absent passengers. Finally they are located elsewhere on the ship and the safety drill goes ahead. Later we find out they are non-English speakers and the captain allows them to take a separate drill with an interpreter: the ship cannot leave port until the drill is completed by everyone onboard.

4.10PM: WE ARE SAILING

Pacific Explorer’s hefty mooring lines are cast off and the mighty ship slowly, almost imperceptibly, slips away from the dock. Three loud blasts of the ship’s whistle announce to surrounding water traffic that we are going astern and because we are in Circular Quay, there’s plenty of traffic about.

Ferries big and small weave their way in and out of the wharfs and the view from the bridge, nine decks above sea level, is sublime. The ship makes a sweeping turn beyond the Opera House to head east, a seaplane swoops overhead and on our port side a tall ship, its sails neatly furled, makes its graceful way towards its berth in White Bay. A brochure-perfect start to our voyage.

While Captain Alan Nixon, five officers, two watchmen and the Harbour pilot focus on navigating the four nautical miles (about 7.5 kilometres) through Sydney Harbour to the Heads and beyond to the open ocean, the Anchors Aweigh party is in already in full swing on the Lido deck.

Although it is midwinter the sun hasn’t yet set and it’s warm enough to encourage hardier types to strip down to swimmers. An upbeat soundtrack keeps everyone buzzing, kids splash about in the pool and the sun-loungers are fully occupied by cruisers keen to make the most of every relaxing moment of their long weekend at sea.

5.20PM: DROP THE PILOT

As we approach the Heads, cruising at up to 12 knots per hour, the pilot boat that has been leading Pacific Explorer through the Harbour turns and comes alongside the port side of the ship to pick up the pilot. The true cruise nerd in me comes out every time I witness this operation – the pilot has to leave the ship from a door on Deck 4, climb down a narrow ladder and jump onto the deck of the hovering pilot boat.

I’ve never seen one miss his footing but that final leap is always a heart-stopping moment. Passengers lining the rails cheer and wave, then get back to the business of partying until the sun finally sets behind us in a blaze of golden glory.

6.05PM: COCKTAIL HOUR

It’s all happening around the bars and lounges on deck seven. The attractive, plantation-style Explorer Hotel is thronged with trivia players, families with young children and groups of 20-something friends. The comfy cushioned window seats are all taken and as the trivia game winds up, a musical duo takes over.

We wander through to the more laid-back Ocean Bar, where a pianist plays familiar, easy-listening songs, and then head towards the middle of the ship, where the darkly-lit Blue Room is playing host to yet another talented muso (a bit more hip) and his appreciative audience.

Bartenders in Pacific Explorer’s quirky cocktail bar The Bonded Store, which is hidden away behind a “secret” door, serve tailor-made sophisticated concoctions that feature gins and whiskies produced by boutique distillery Archie Rose in Sydney. This little bar has a different vibe again – it is decked out with high-backed, green velvet couches, leather wingback chairs and an eclectic collection of vintage books and random antique paraphernalia. It’s well worth signing up for the Bar Academy cocktail course which we do on the last day of the cruise. The negroni is a house specialty.

Many of the passengers are already dressed in white suits, dresses, hotpants, crop tops and glistening acrylic wigs for tonight’s Bianco party. There’s just time for a quick change before dinner and to add at least a token white scarf to feel part of the crowd.

7.30PM: DINNER IS SERVED

A light lunch of broccoli and stilton soup – and one of those 6000 bread rolls – at The Pantry is a distant memory and we’re more than ready for a pizza at 400 Gradi. The menu of this busy pizzeria, overlooking the atrium on Deck 8, was designed by award-winning Melbourne pizza chef Johnny Di Francesco and is priced a la carte. We overdo the shared antipasto plates, which are loaded with various meats and cheeses, but somehow make room for a selection of irresistibly gooey, crispy-base pizzas.

8PM: IT’S SHOWTIME

The Marquee Theatre is packed for rock show Anthems of the Ages. It kicks off with the unmistakeable riffs of Midnight Oil’s Beds Are Burning and powers through a bunch of high-octane classics belted out in rock-concert style by a tight live band. Exuberant dancers clad in sexy retro-style gear own the stage – the energy is contagious.

9PM: PARTY ON

Music, lights and coloured smoke fill the atrium in the warm-up for the Bianco Party and in a matter of minutes the floor is heaving with white-clad dancers of all ages, sizes and shapes. It’s full-on and those not throwing themselves into the action line the stairways looking on, taking photos, critiquing the outfits and generally enjoying some good old-fashioned people-watching.

9.25PM: AN EVENING PROMENADE

Seeking a moment’s respite from party central, I take a stroll around the Promenade Deck. The ship is heading north at a leisurely pace and from the starboard deck there’s a beautiful clear view of the full moon casting its silvery reflection across the calm water. It’s a gentle reminder of that timeless call to run away to sea, even if only for a weekend.

10.30PM: ADULTS ONLY

We’re not the only ones who can’t wait to see Hans the German’s adults-only R-rated show. As soon as the doors to Black Circus open, there’s a rush for the front seats (they’re brave!) and the intimate theatre is almost instantly filled to capacity. Unlike most cruise-ship shows, there’s a small cover charge, which includes a drink but it doesn’t seem to have put too many people off. As the rehearsal promised, the show is hilarious.

Outrageously camp, wickedly witty with lots of off-script interaction with the audience – luckily Hans’ “victims” Daniel and Tracey play along – we’re exhausted from laughing so much. But even when the show finishes Hans/Matt is still going full steam ahead, charming fans who take selfies with him by the theatre door.

11.35PM: THE AFTER PARTY

Back in the atrium, the Bianco party is winding down and revellers are moving on to the Blue Room for the After Party. There’s barely room to move, let alone hoist a drink in the direction of your mouth, but the mood is relentlessly buoyant. “I’m here for a good time not a long time,” isn’t a phrase exclusive to Tinder.

2.45AM LAST ORDERS, PLEASE

Bartenders at the Blue Room are serving the last drinks of the night, or morning as it is now. It’s also last-call for pizza orders at 400 Gradi – if anyone is still hungry at 2.45am, room service will deliver.

3AM: KEEP IT CLEAN

While the stragglers head for bed, three crew do a night shift in the laundry on Deck 1, sorting, washing, drying, folding and ironing vast piles of table linen and towels. The smell of clean washing permeates the corridor and the men move seamlessly between the different laundry stations amid clouds of hissing steam and the loud thrumming of industrial-sized washing machines and dryers. They will knock off at 7am, when 10 crew start the day shift. During the day, passengers’ clothing, bedlinen and crew uniforms are added to the loads, requiring more manpower.

4AM: THE RUNNING MAN

Chief engineer Valerio Scinicariello oversees 95 technical crew, 65 of whom keep Pacific Explorer’s engines – and a whole lot of other vital functions, particularly the production of fresh water – operating 24/7. Scinicariello says that because the ship is now travelling at a fairly sedate speed only two of the four engines are in use, which saves fuel. Every hour, 25,000 to 30,000 litres of fresh water are produced, for drinking, cooking, showering and laundry. Hundreds of cameras in the engine control room capture scenes from every area of the ship and there is constant communication between this department and the bridge.

Scinicariello wears his enormous responsibilities with a good sense of humour. “If I explained how everything works we’d be here until the end of the season,” he laughs.

5AM: MOPPING-UP OPERATION

It’s still dark as the deck crew clean the promenade and top decks, placing sun-loungers in shipshape rows and cleaning the pools and surrounding areas for the day’s activities.

6.46AM: LET THERE BE LIGHT

Another glorious day dawns and our photographer captures comedian Mike Bennett doing his morning work-out on the top deck. A surprising number of early risers are out and about, running laps around the ship or just taking in the fresh sea air.

Watchmen on the bridge onboard Pacific Explorer.
WOLTER PEETERSWatchmen on the bridge onboard Pacific Explorer.

7.30AM: A HEALTHY START

Spa manager Rosie Villena is holding a daily briefing for her 18 staff, who all look immaculate and ready to take on a full day of passenger-pampering.

After an energising pep talk the head gym instructor leads passengers through a series of stretches on the outside deck. I join in, breathe deeply and look forward to 24 hours of doing absolutely nothing.

P&O Cruises’ Pacific Explorer is currently sailing 39 three and four-night Short Break cruises from Sydney and will do so until October 2020. Short Break cruises also depart from Brisbane, Melbourne and Adelaide. Fares for a quad-share, inside cabin on a three-night cruise start from A$349 a person. See pocruises.com.au

Sally Macmillan and Wolter Peeters travelled courtesy of P&O Cruises.

PACIFIC EXPLORER BY NUMBERS

830 crew members

10,000 meals produced daily for crew and 2000-plus passengers

300 pizzas served at 400 Gradi daily

150 burgers served at Luke’s daily

33 coffee machines around the ship

20 staff running kids’ clubs

8 staff working in Edge Adventure Park

26 crew in main galley’s utilities department washing-up and cleaning

29,791 bath towels laundered on a 10-night cruise

990 guest rooms

Masters Conference at Sea

What is the Masters Conference?

Cruise Lines International Association (Australasia) Masters Conference is an opportunity for travel agents to advance their sales and marketing skills (all referenced back to the cruise industry) in a conference environment whilst cruising on board an CLIA (Australasia) Cruise Line Member vessel.

Who should attend?

The topics covered at our Masters Conference are not just aimed at owners and managers. Something that can’t be ‘taught’ but can be ‘caught’ at Masters is enthusiasm – if you have the right attitude, CLIA (Australasia) Masters will benefit your career regardless of your role within the cruise industry.

Who is eligible?

Participation at the CLIA (Australasia) Masters Conference is open to consultants who have achieved CLIA (Australasia) Ambassador status and are currently employed by an CLIA (Australasia) Member Travel Agency or are a CLIA Individual Member.

What is the format?

The Masters Conference includes 6 x 3-hour conference sessions. It is not run as a structured famil as partners are welcome to join participants when not attending sessions. We aim to set aside ample time at leisure to enjoy ports of call and spend time with your partner and/or other members of the group.

What topics are covered?

Topics covered are designed to inspire all levels of participation from front line consultants through to owners and managers. Please note: product updates and specific information on our 60+ CLIA Member Cruise Lines are NOT covered in the course content. A broad outline of the Masters Conference syllabus is listed below.

Introduction and overview – you are not what you think you are!

Every industry including travel (and cruise) is going through change. The strong will survive and the weak will not….

  • Why are you in business?
  • What business are you really in?
  • Why should I do business with you?

Product Knowledge – what you really need to know.

You may know the nuts and bolts of your product but let’s make it easy for your client…

  • Why sell cruises?
  • Elements of a cruise holiday
  • Types of cruise holidays
  • Breaking down the barriers – who is serving who?

Magnificent Marketing – what is the right way to be an effective cruise seller?

You don’t need a university degree to understand marketing but many of us are afraid of it. From junior consultants to business owners understanding exactly what marketing is and how you can use it to benefit your career, your business and your personal life is a great asset to have.

  • The definition of marketing
  • Competitive trends
  • What is a niche?
  • Supplier relations
  • Retail trends
  • Marketing strategies
  • Putting it all together

Sales – not another sales seminar!

We are all taught to sell in a retail environment but do you have what it takes to really grow your sales and customer loyalty. We take your knowledge of the sales process and go deep, very deep. Infact deep enough that it takes you to a new level of sales that only our Master Agents have!

  • What really are the critical stages of the sales process?
  • Personality types
  • Styles of selling

Customer Service – would you buy from you?

If there is one area of your business that will have you stand out from your competitor – this is it.
Is ‘good’ really ‘good enough’?

  • What are your customer’s expectations?
  • Clients for life

Time Management – make more time to sell cruise holidays.

Everyone is guilty of spending a percentage of their day in an unproductive manner.

  • Manage your time effectively
  • What is a priority
  • Procrastination
  • Delegation

Life Planning – cruise for the rest of your life.

Some cause happiness wherever they go, others whenever they go!

  • Foundations for fulfilment
  • Setting priorities
  • Being the best

Who is the trainer?

With more than 30 years in retail travel Scott Koepf became Vice President of Sales of Avoya Travel/America’s Vacation Center, one of the largest and most awarded travel companies in North America and beyond. He previously served as President of the National Association of Career Travel Agents. Prior to his role with NACTA Scott was with Sabre Holdings as General Manager of the Jurni Consortium, TMA and the country’s largest host travel agency, Nexion. Scott was also a full-time motivational speaker and sales trainer and a consultant for various retail organizations and travel industry suppliers.

Scott opened a cruise travel agency in 1985 and in 1989 became President of Cruise Holidays International. Scott was responsible for taking the franchise company from 12 franchises to over 120. In 1991 he returned to owning an agency which quickly became one of the top cruise selling agencies in the country.

Scott began his career in commercial real estate but Scott’s passion for travel lead him over the next few years to jobs as Entertainment Director for Club Med at various locations throughout the world, a Physical Education Teacher in South Africa and as an entertainer on cruise ships with his wife.

Scott has two college degrees from the University of Nevada in Reno including a Bachelor of Science in Marketing and a Bachelor of Arts in Music. He is still active in theatre when time permits, having won best actor awards in both Northern and Southern California . He now lives in the Fort Worth area of Texas with his wife Pam and their three daughters (who surprisingly all love travel and theatre!)

Masters Accreditation

Following the conference, participants are required to undertake a ‘work-based assignment’. Upon successful completion the individual is endorsed as a Master Cruise Consultant by CLIA on behalf of the cruise industry. 100 points are added to the individual’s profile and a new Cruise Masters Certificate is issued. An agency with a Master Cruise consultant employed then receives a higher ranking on the CLIA (Australasia) website search.

Dates

The Masters Conference is held annually – generally around September/October

Destination

Below is a list of historical venues and the supporting Cruise Line Member vessel.

YearDestinationNightsCruise Line memberShip
1999Port Arthur to Sydney4Norwegian Cruise LineNorwegian Star
1999Darwin to Brisbane5Royal Caribbean Int.Legend of the Seas
2000Great Barrier Reef4Captain Cook CruisesReef Endeavour
2001Asia7Norwegian Cruise LineSuperstar Virgo
2002Mexican Baja4Carnival Cruise LinesCarnival Ecstasy
2003Hawaii7Norwegian Cruise LineNorwegian Star
2004Eastern Mediterranean7Costa CruisesCosta Mediterranea
2005South Pacific8P&O CruisesPacific Sun
2006Mexican Riviera7Royal Caribbean Int.Vision of the Seas
2007Caribbean7Carnival Cruise LinesCarnival Valour
2008Eastern Mediterranean7MSC CruisesMSC Poesia
2009Alaska7Holland America LineWesterdam
2010Yangtze River, China5Viking River CruisesViking Century Sun
2011Darwin to Fremantle8Royal Caribbean IntRadiance of the Seas
2012Transatlantic Crossing7Cunard LineQueen Mary 2
2013South Pacific8Carnival Cruise LinesCarnival Spirit
2014Mexican Riviera7Princess CruisesCrown Princess
2015Asia5Royal Caribbean IntQuantum of the Seas
2016To be announced in February 2016

The venue for the following year is generally announced with the intention of giving potential participants approximately 9 months notice.

Costs

As the CLIA (Australasia) is a not-for-profit organisation, every effort is made to keep the cost of attendance to a minimum. With generous support from our Cruise Line Members and other 3rd parties, participants should budget on around AUD$1,800 per person twin share (plus airfares).

What’s included / not included?

Inclusions vary each year depending on the destination but will generally cover; One night pre-cruise hotel accommodation; a four to seven night cruise onboard an CLIA (Australasia) member cruise line; welcome cocktail function; transfer from hotel to pier for embarkation; attendance at all conference sessions conducted by CLIA (Australasia) Masters Trainer – Scott Koepf; Masters Conference Workbook; tea/coffee/iced water morning & afternoon tea during conference sessions; all meals on board ship; all entertainment on board ship and all port taxes and charges.

We DO NOT include return airfares (and taxes) to/from destination; arrival transfers (airport to hotel); departure transfers (pier to airport); gratuities; travel Insurance; beverages (both alcoholic and non-alcoholic at any time other than where advised ie; Welcome Cocktail function) or any other items of a personal nature.

What others have said!

‘Exceeded my expectations, I can’t wait to go back to the office and start work, in fact, I just wish I could do the training again, it was so inspiring!’
Rosemary Thomas, HWT Niddrie

‘The Masters Conference was an absolutely great experience and Scott was an amazing lecturer’
Peter Heathcock, National Network Travel

‘It was a great experience which is really helping my business’
Santo Montalto, Cruiseabout Toorak

‘I loved every moment of the Masters; it was one of the highlights of my 34 year travel career’
Denise Fowler, The Travel Brokers Auckland

‘Best course I have attended in 31 years of travel’
Esther Fraser, Mary Rossi Travel

‘Loved everything about it, Scott’s seminars are second to none’
Matt Halloran, Travelmanagers

‘Great conference, I would certainly recommend to any consultant to attend and learn’
Jenny Fulton, RACT Travelworld

‘Masters answered my question of what do cruise experts have that I didn’t, thank you!’
Eeha Foong, Jetset Kardinya

Cruise Industry Awards

Australasian Cruise Industry Awards

The cruise industry’s ‘night of nights’ is hosted by CLIA (Australasia).

This is an annual event where cruise lines are able to recognise and reward outstanding achievements from within the travel industry.

Below are details on each award category including how finalists and winners are determined.

Click an award category to view details.

Cruise Agency of the Year

This award is presented to the top three CLIA Travel Agency Members in both Australia and New Zealand as GOLD, SILVER and BRONZE winners.

Voting: Each Cruise Line Member of the Cruise Lines International Association will nominate their top five offices. Nominations are based on sales volume, sales growth, marketing efforts, attendance at training and overall product support throughout the year.

NB: Agency submissions for this award are not applicable and it is important to note that the biggest selling office based on sales volume will not necessarily win this award.

Australia: Cruise Agency of the Year
GOLD AWARDSILVER AWARDBRONZE AWARD
SPONSORED BYSPONSORED BYSPONSORED BY
Norwegian Cruise LineStar CruisesHolland America Line
2014 AWARD WINNERBicton TravelBicton WA, Australia2014 AWARD WINNERCruise ExpressBalmain NSW, Australia2014 AWARD WINNERPhil Hoffman TravelGlenelg SA, Australia
 
New Zealand: Cruise Agency of the Year
GOLD AWARDSILVER AWARDBRONZE AWARD
SPONSORED BYSPONSORED BYSPONSORED BY
Norwegian Cruise LineStar CruisesOceania Cruises
2014 AWARD WINNERPukehoke TravelPukehoke, New Zealand2014 AWARD WINNERCruiseabout HowickAuckland, New Zealand2014 AWARD WINNERBusiness World TravelNewmarket, New Zealand

Accreditation

CLIA Cruise Accreditation Programme

The CLIA (Australasia) Cruise Accreditation Program was established since 1996 and has become the industry benchmark for travel consultants wishing to develop extensive cruise industry knowledge and superior selling skills. The syllabus is continually evolving to meet the industry demands and is delivered and recognised as a highly professional program suitable for consultants of all levels of experience.

The CLIA Accreditation programme is open to consultants currently employed by a CLIA Australasia Member Agency or who hold an individual CLIA Australasia Membership.

THE PATHWAY TO ACCREDITATION

LEVEL 1 -  ACCREDITED CRUISE CONSULTANT

TOTAL CREDIT POINTS REQUIRED: 100

Step 1: Complete Mandatory Training

Oceans of Opportunity (40 points) available in the Online Learning AcademyOr

Attend the two mandatory Classroom Training Modules and complete the post class exam

  • Cruise Holidays Introduction (20 points)
  • Cruise Sales & Service (20 points)

Step 2: Complete 1 x elective training module

Select and complete an elective module in the Online Learning Academy (20 points)

Or

Select and attend an elective classroom training module and complete the post class exam (20 points)

Step 3: Mandatory Onboard Experience

All consultants must have first-hand cruise experience to attain their accreditation.  Submit written proof of 1 x cruise of 3 nights or more with a CLIA Australasia Member Cruise Line.  Cruises may either be formally escorted educational or personal cruises (20 points)

Step 4: Earn remaining points by completing any combination of the following:

  • Participate in onboard ship inspections of CLIA Australasia Cruise Line ships (10 points per inspection)
  • Complete additional elective training modules (20 points each)
  • Attend CLIA endorsed events (points vary)
  • Complete additional personal or educational cruises – minimum 3 nights with a CLIA Member Cruise line (20 points per cruise)
  • Complete endorsed CLIA Member Line and Executive Partner online product training (full list available in the members area – log in to view)

LEVEL 2 – CRUISE AMBASSADOR

TOTAL CREDIT POINTS REQUIRED: 200

Step 1: Attain Accredited Cruise Consultant Status

Step 2: Complete 2 x additional elective training modules

Select and complete additional elective module in the Online Learning Academy (20 points each)

Or

Select and attend additional elective classroom training modules and complete the post class exam (20 points each)

Step 3: Additional Onboard Experience

Submit written proof of 1 x additional cruise of 3 nights or more with a CLIA Australasia Member Cruise Line.  Cruises may either be formally escorted educational or personal cruises (20 points)

Step 4: Accrue additional points to the total value of 200.

A minimum of 30 points within your 200 point total must be accrued from CLIA Member Line online product training (full list available in the members area – log in to view)

LEVEL 3 – MASTER CRUISE CONSULTANT

Step 1: Attain Cruise Ambassador Status

Step 2: Participate in the Masters Conference

The Masters conference is held annually onboard a Member Cruise Line ship.  The conference syllabus offers agents the opportunity to advance their sales and marketing skills, all referenced back to the travel industry

Step 3: Complete and pass post conference assignment

Details of the assignment are provided at the conference.  All assignments are required to be submitted within a set time frame and will need to a meet a predetermined set of criteria before Masters accreditation is awarded.

Member Cruise Lines

Member Cruise Lines
Listed below are CLIA Global & Regional Member Lines that are actively involved with CLIA Australasia

GLOBAL MEMBERS
Avalon Waterways
Avalon Waterways
Address : PO Box 4322, Auckland New Zealand
Telephone : 0800-000-883
Email : enquiries@avalonwaterways.co.nz
Website: www.avalonwaterways.co.nz
Azamara Club Cruises
Azamara Club Cruises
Address : PO Box 1237, North Sydney NSW 2059 Australia
Telephone : Trade (Australia) 1300 754 500; Consumer (Australia) 1800 754 500; New Zealand 0800 102 123
Fax : +61 2 4322 0326
Email : fit.au@rcclapac.com
Website: www.azamaraclubcruises.com
Carnival Cruise Line
Carnival Cruise Line
Address : Local Rep: Francis Travel Marketing – 137 Sunnybrae Road, Glenfield, Auckland, New Zealand
Telephone : NZ Local (09) 444 2298; Toll free 0800 422784
Fax : NZ Local (09) 442 4228
Email : reservations@francistravelmarketing.co.nz
Website: www.francistravelmarketing.co.nz
Celebrity Cruises
Celebrity Cruises
Address : PO Box 1237, North Sydney NSW 2059 Australia
Telephone : Trade (Australia) 1300 754 500; Consumer (Australia) 1800 754 500; New Zealand 0800 102 123
Fax : +61 2 4322 0326
Email : fit.au@rcclapac.com
Website: www.celebritycruises.com
Celebrity Cruises
Celebrity Cruises
Address : PO Box 1237, North Sydney, NSW, 2059
Telephone : 1800 754 500
Fax : +61 2 8904 0888
Email : cruiseadmin.au@rcclapac,com
Website: www.celebritycruises.com
Costa Cruises
Costa Cruises
Address : Carnival Australia: Level 5, 15 Mount St, North Sydney NSW 2060, Australia
Telephone : 0800 543 178
Fax : 0800 951 201
Email : costa@carnivalaustralia.com
Website: www.costacruises.com.au
Croisi Europe
Croisi Europe
Local Representatitve: Cruise Abroad
Address : Level 7, 122 Arthur Street, North Sydney
Telephone : 1300 669 369
Fax : 02 9900 7250
Email : res@cruiseabroad.com.au
Website: www.croisieurope.travel/en-gb
Crystal Cruises
Crystal Cruises
Local Representatitve: Wiltrans International
Address : PO Box A2008, Sydney South NSW 2000
Telephone : 1800 251 174
Fax : +61 2 9264 5470
Email : travel@wiltrans.com.au
Website: www.crystalcruises.com
Crystal Cruises
Crystal Cruises
Address : Level 27 PWC Tower, 181 Quay St, Auckland New Zealand
Telephone : 0800 446 376
Fax : 0800 446 099
Email : travel@wiltrans.com.au
Website: www.crystalcruises.com
Cunard Line
Cunard Line
Address : Level 5, 15 Mount St, North Sydney NSW 2060, Australia
Telephone : 0800 543 431
Email : cunard.aspac@carnivalaustralia.com
Website: www.cunardline.com.au
Holland America Line
Holland America Line
Local Representatitve: Francis Travel Marketing
Address : 137 Sunnybrae Road, Glenfield, Auckland, New Zealand
Telephone : (09) 444 2298
Fax : (09) 442 4228
Email : enquiries@francistravelmarketing.co.nz
Website: www.hollandamerica.com
MSC Cruises
MSC Cruises
Address : Suite 532, 5 Lime St King Street Wharf Sydney NSW 2000 Australia
Telephone : 0508 4278 473
Fax : +61 2 8270 4111
Email : reservations@msccruises.com.au
Website: www.msccruises.com.au
Norwegian Cruise Line
Norwegian Cruise Line
Address : C/- Star Cruises: Level 8, 401 Sussex St, Sydney NSW 2000
Telephone : 1800 077 823
Email : info-australia@ncl.com
Website: www.norwegiancruiseline.com.au
Norwegian Cruise Line
Norwegian Cruise Line
Address : C/- Star Cruises Australia – Level 8, 401 Sussex St, Sydney NSW 2000 Australia
Telephone : +61 2 9212 6288
Fax : +61 2 9212 6188
Email : mail@starcruise.com.au
Website: www.ncl.com
Oceania Cruises
Oceania Cruises
Address : Cruise Holidays, 95A Ascot Ave, Auckland, New Zealand
Telephone : 0800 278 473
Fax : (09) 523 7780
Email : cruise@cruising.co.nz
Website: www.oceaniacruises.com
Princess Cruises
Princess Cruises
Address : Carnival Australia: Level 5, 15 Mount St, North Sydney NSW 2060, Australia
Telephone : 0800 543 178
Fax : 0800 951 201
Email : info@princess.com
Website: www.princess.com.au
Regent Seven Seas Cruises
Regent Seven Seas Cruises
Address : Level 27 PWC Tower, 181 Quay St, Auckland New Zealand
Telephone : 0800 446 376
Fax : 0800 446 099
Email : travel@wiltrans.com.au
Website: www.rssc.com
Royal Caribbean International
Royal Caribbean International
Address : PO Box 1237, North Sydney NSW 2059 Australia
Telephone : Trade (Australia) 1300 754 500; Consumer (Australia) 1800 754 500; New Zealand 0800 102 123
Fax : +61 2 4322 0326
Email : fit.au@rcclapac.com
Website: www.royalcaribbean.com
Silversea Cruises
Silversea Cruises
Address : Level 6, 8 Spring St, Sydney NSW 2000 Australia
Telephone : 0800 701 427
Fax : +61 2 9252 0100
Email : Asiap@silversea.com
Website: www.silversea.com
Uniworld Boutique River Cruises
Uniworld Boutique River Cruises
Address : 15-17 Day St, Auckland New Zealand
Telephone : (09) 300 1550
Fax : (09) 379 2372
Email : info@uniworldcruises.co.nz
Website: www.uniworldcruises.co.nz
Windstar
Windstar
Address : Local Rep: Francis Travel Marketing – 137 Sunnybrae Road, Glenfield, Auckland, New Zealand
Telephone : NZ Local (09) 444 2298; Toll free 0800 422784
Fax : NZ Local (09) 442 4228
Email : reservations@francistravelmarketing.co.nz
Website: www.windstarcruises.com
REGIONAL MEMBERS
APT
APT
Address : Level 4, 1230 Nepean Hwy, Cheltenham VIC 3192
Telephone : Australia 1300 278 278; New Zealand 0800 278 687
Fax : +61 3 9597 0687
Email : info@aptouring.com.au
Website : www.aptouring.com.au
Evergreen Tours
Evergreen Tours
Address : PO Box 807, 11 Brown St, Newcastle 2300 NSW
Telephone : (02) 4929 4333
Fax : (02) 4929 4943
Email : info@evergreentours.com
Website : www.evergreentours.com
Fred Olsen Cruises
Local Representatitve:
Cruise Abroad
Address : Level 7, 122 Arthur Street, North Sydney NSW 2060
Telephone : 1300 669 369
Fax : 02 9900 7250
Email : res@cruiseabroad.com.au
Website : www.fredolsencruises.com
Hurtigruten
Local Representatitve:
Discover the World Marketing
Address : Level 7, 89 York St, Sydney NSW 2000
Telephone : Australia 1800 OCEANS; New Zealand (09) 623 4293
Fax : +61 2 9929 8438
Email : hurtigruten@discovertheworld.com.au
Website : www.hurtigruten.com
Lindblad Expeditions – National Geographic
Lindblad Expeditions – National Geographic
Address : Level 2, 8 West Street, North Sydney NSW 2060
Telephone : 1300 361 012
Fax : +61 2 9033 8799
Email : auinfo@expeditions.com
Website : www.expeditions.com
P&O Cruises
P&O; Cruises
Address : Carnival Australia: Level 5, 15 Mount St, North Sydney NSW 2060, Australia
Telephone : 0800 543 178
Fax : 0800 951 201
Email : information@pocruises.com.au
Website : www.pocruises.com.au
P&O Cruises World Cruising
P&O; Cruises World Cruising
Address : C/- Carnival Australia: Level 5, 15 Mount St, North Sydney NSW 2060
Telephone : Australia 1300 363 706; New Zealand 0800 543 178
Fax :
Email : information@carnivalaustralia.com
Website : www.pocruises.co.uk
Ponant Cruises – NZ
Ponant Cruises – NZ
Address : Local Rep: Francis Travel Marketing – 137 Sunnybrae Road, Glenfield, Auckland, New Zealand
Telephone : NZ Local (09) 444 2298; Toll free 0800 422784
Fax : NZ Local (09) 442 4228
Email : reservations@francistravelmarketing.co.nz
Website : www.ponant.com
Scenic
Scenic
Address : Level 2, 11 Brown St, Newcastle NSW 2300
Telephone : Australia – 1300 723 642; New Zealand 0800 868 746
Fax : +61 2 4929 4943
Email : reservations@scenic.com.au
Website : www.scenic.com.au
Star Cruises
Star Cruises
Address : Level 8, 401 Sussex St, Sydney NSW 2000 Australia
Telephone : +61 2 9212 6288
Fax : +61 2 9212 6188
Email : mail@starcruise.com.au
Website : www.starcruises.com

Home

Cruise Holidays

Travel with confidence, book your next cruise with an Accredited Cruise Specialist Travel Agent.


Travel agents that display the Cruise Lines International Association (Australasia) logo are members of an association that is dedicated to training and service excellence when it comes to cruising. Look for the CLIA (Australasia) logo and agents that display their accreditation credentials.