Officers Attending the Meet and Greet?

[Cruising-along]

I agree that Holland America can show me their gratitude and appreciation by giving me free laundry, discounts on my lattes, priority boarding, etc.

 

Mandating that officers must mingle and chat with me does not secure my loyalty. I don't need to hobnob with captains, cruise directors and hotel directors to add to my cruise enjoyment or to add color to my cruise tales when sharing them with others.

 

I feel the same. If a join a roll call, it is to meet my fellow cruisers from Cruise Critic. I get my enjoyment from the friends and family I cruise with, and would rather the captain, hotel manager and cruise director don't have to take time away from their important jobs just to make an appearance or answer questions. I may be in the minority, but that isn't why I go to M&Gs.

[sammiedawg]

Let's hope that they don't change the cruise experience: service and food quality

 

IMO service and food quality have been in a significant decline for eight to ten years. Food budgets have been cut significantly, cheaper cuts of meat, portion sizes more of a tasting size. Staffing levels have been cut way down. HAL is a value line now.

 

I've attended lots of meet and greets but officers have not been in attendance at any of these events. I could care less if they attend. Meet and greets have evolved into an opportunity for private tour groups to meet each other and put a face with a name.

[rkacruiser]

In the Golden Age of Ocean Liner travel, the Senior Ship Officers were expected to play a social role in addition to their duties as a Deck Officer, Hotel Officer, or Engineering Officer.

 

There can be no one on this forum who would deny that the demographics, the expectations, the interests, the values of the cruising public today has changed from even 10-12 years ago. (Or are there?)

 

Perhaps this same kind of change is taking place within the Officers' ranks as well.

 

Maybe the job description relating to these social affairs is/has changed has well? The notice received by iflyrc5 suggests that to me as well.

 

Thinking over the years, we are seeing a slow evolution in this issue: A Welcome Aboard Captain's Reception with an extensive receiving line, (maybe an end of the cruise such reception as well), now to the Captain's Welcome Toast, no end of cruise "thanks for sailing with us and please return again event" (the disembarkation talk is NOT missed by me). And, even if there is a VIP Party or a Suite Party--no shakee of hands, please; fist bump only, if that.

 

I guess the question is: does one want to accept the changes that we are witnessing?

[sail7seas]

In the Golden Age of Ocean Liner travel, the Senior Ship Officers were expected to play a social role in addition to their duties as a Deck Officer, Hotel Officer, or Engineering Officer.

 

There can be no one on this forum who would deny that the demographics, the expectations, the interests, the values of the cruising public today has changed from even 10-12 years ago. (Or are there?)

 

Perhaps this same kind of change is taking place within the Officers' ranks as well.

 

Maybe the job description relating to these social affairs is/has changed has well? The notice received by iflyrc5 suggests that to me as well.

 

Thinking over the years, we are seeing a slow evolution in this issue: A Welcome Aboard Captain's Reception with an extensive receiving line, (maybe an end of the cruise such reception as well), now to the Captain's Welcome Toast, no end of cruise "thanks for sailing with us and please return again event" (the disembarkation talk is NOT missed by me). And, even if there is a VIP Party or a Suite Party--no shakee of hands, please; fist bump only, if that.

 

I guess the question is: does one want to accept the changes that we are witnessing?

 

 

 

Good points.

We've become a society with fewer social graces and more who like it that way. That's fine. If people want to 'ride' a ship as transportation from one port to another and not welcome the actual on board ship experience as more than a bed and a meal, I'm not going to say they are wrong but we give up certain niceties. Why should the officers extend courtesies and respect when they are being viewed as little more than facilitators who get the ship and those in her from point A to point B.

 

It used to be lots of fun enjoying the luxuries and treats, the experiences we didn't have on land, the 'escape' for a brief (or not so brief) time aboard.

 

It is a bygone era and people barely speak with each other face to face let alone share bottles of wine at dinner. :D If they can't text it, they likely don't 'say it'. :)

 

I shouldn't say 'they'...... I should say 'we' as far more are of that thinking than not, it seems.

 

Edited June 13, 2015 by sail7seas

[rkacruiser]

sail,

 

"It used to be lots of fun enjoying the luxuries and treats, the experiences we did not have on land, the 'escape'...for a time aboard."

 

You could not have said it better!

 

 

 

If the cruise industry looses sight of what makes their product offerings "special", they are making a major mistake, I think.

[DaveOKC]

Good points.

We've become a society with fewer social graces and more who like it that way. That's fine. If people want to 'ride' a ship as transportation from one port to another and not welcome the actual on board ship experience as more than a bed and a meal, I'm not going to say they are wrong but we give up certain niceties. Why should the officers extend courtesies and respect when they are being viewed as little more than facilitators who get the ship and those in her from point A to point B.

 

It used to be lots of fun enjoying the luxuries and treats, the experiences we didn't have on land, the 'escape' for a brief (or not so brief) time aboard.

 

It is a bygone era and people barely speak with each other face to face let alone share bottles of wine at dinner. :D If they can't text it, they likely don't 'say it'. :)

 

I shouldn't say 'they'...... I should say 'we' as far more are of that thinking than not, it seems.

 

I am afraid you are all too correct! It seem that the younger generation does not like to use the telephone, much less talk in person. They do not know what they are missing out on I am afraid.

[obriendan]

I've organized several Meet and Greets. In my request email to HAL I have always included the following:

 

"...We would like to extend an invitation to the Hotel Manager, the Cruise Director or other ship's personnel to meet with us if they wish."

 

For the meetings we have had, ship’s personnel, usually the Hotel Manager and the Cruise Director, less often the Captain, have attended perhaps 50 per cent of the time.

 

On our last cruise, the Rotterdam Singapore to Southampton in March, the last M&G was exceptional. The Captain, Hotel Manager, the CD, and several others attended. The Captain, Hotel Manager, and CD all gave brief talks and then stayed around for most of the meeting and visited with small groups. All of the CC members were greatly pleased.

 

I have just requested M&G times for our upcoming Statendam Seattle to Singapore cruise in September. In the response from HAL the following appeared for the first time:

　

"Also, regarding the request for ship staff to attend, unfortunately the ships staff will not be able to attend however they are frequently out and about where you can meet them."

　

So things are indeed changing. Perhaps this is just a general statement meant to indicate that more often than not ships personnel will not attend but I bet that they still will occasionally.

 

Dan

[POA1]

"Also, regarding the request for ship staff to attend, unfortunately the ships staff will not be able to attend however they are frequently out and about where you can meet them."

 

So, basically like the Disney characters at the Magic Kingdom? ;)

[rkacruiser]

Dan,

 

Thank you for your post. As a guest on what ought to be a significant Holland America Line cruise, such a response that you received is disappointing. It seems to me, based upon the Roll Call for this cruise, there are many experienced cruisers thus booked.

 

One does not want to acknowledge these folks at a M & G by the attendance of Senior Officers?

 

A previous poster spoke in the affirmative of the appointment of Mr. Ashford as the new CEO of HAL as a "consumer-oriented person". I read his biography as being a Human Relations specialist. To me, that speaks towards corporate personnel issues, not necessarily being guest oriented.

Edited June 14, 2015 by rkacruiser

[sail7seas]

Has Mr. Ashford any experience in the hospitality/hotel business?

[SunLakesBob]

I've organized several Meet and Greets. In my request email to HAL I have always included the following:

 

"...We would like to extend an invitation to the Hotel Manager, the Cruise Director or other ship's personnel to meet with us if they wish."

 

For the meetings we have had, ship’s personnel, usually the Hotel Manager and the Cruise Director, less often the Captain, have attended perhaps 50 per cent of the time.

 

On our last cruise, the Rotterdam Singapore to Southampton in March, the last M&G was exceptional. The Captain, Hotel Manager, the CD, and several others attended. The Captain, Hotel Manager, and CD all gave brief talks and then stayed around for most of the meeting and visited with small groups. All of the CC members were greatly pleased.

 

I have just requested M&G times for our upcoming Statendam Seattle to Singapore cruise in September. In the response from HAL the following appeared for the first time:

　

"Also, regarding the request for ship staff to attend, unfortunately the ships staff will not be able to attend however they are frequently out and about where you can meet them."

　

So things are indeed changing. Perhaps this is just a general statement meant to indicate that more often than not ships personnel will not attend but I bet that they still will occasionally.

 

Dan

 

My last M&G, December 2014, had 7 Officers attend. They stayed for over 20 minutes. We had one passenger start to complain. I interrupted the passenger stating that these Officers came to meet with us. If you have a complaint please follow the proper process. The others applauded. The passenger walked out. One Officer thanked me.

 

If they are kind enough to stop by our meeting we need to respect them. Too many folks forgot what respect is.

[rkacruiser]

Has Mr. Ashford any experience in the hospitality/hotel business?

 

Not to my knowledge.

[zerbot]

Given the ship disasters where pretty boy captains who got high marks from passengers for their social skills failed in their duties to keep passengers safe, I'd much prefer a non-social crew that I rarely see that doesn't do things like sail too close to a reef, or abandoning the ship with passengers still on board. Sure, a captain can do both, but if you have this universal expectation that captains (and sailing crew) be entertainers, then personnel quality where it counts is going to suffer. If you rank captains by their sailing skill, and a cruise line will only hire those who are skilled at gladhanding the passengers, then they're obviously passing by some who are more skilled at sailing than those they do eventually hire.

 

I feel uneasy when I read accounts here of ship captains "braving" the ice in Alaska for the entertainment of passengers when other captains more prudent chose not to. Sure, almost always nothing happens, but that "almost" is what sunk the Costa Concordia.

 

Ironically, it was the ship's entertainers who coordinated the rescue from the Oceanos off of South Africa, and the ship's magician who was the last to be rescued after the captain left the ship by bullying his way to the front of the line of passengers waiting to be lifted off by helicopter, and seizing the harness that was intended for an elderly passenger next in line.

[kazu]

My last M&G, December 2014, had 7 Officers attend. They stayed for over 20 minutes. We had one passenger start to complain. I interrupted the passenger stating that these Officers came to meet with us. If you have a complaint please follow the proper process. The others applauded. The passenger walked out. One Officer thanked me.

 

If they are kind enough to stop by our meeting we need to respect them. Too many folks forgot what respect is.

 

good for you. I totally agree and glad you got the applause :)

[Iwant2BatC]

IMO SIZE DOES COUNT! And, in cruising smaller is definitely better! The "niceties" that are mostly a thing of the past are fading because the ships are getting larger and larger. If you want interaction with officers and crew sail with Seabourn or one of the other premium lines. I don't think it does any of us any good to complain. Stockholders are running big corporations now. The customer being right is really a thing of the past. I realized how much I disliked the changes when I looked at my calendar and saw this is the first year I haven't been booked on four HAL cruises. I am booked on none. I am not saying I will never cruise with them again but with over 1100 days I realize the line simply isn't where I want to be anymore. I miss the days when my cabin steward brought me flowers when I came back on board because he was happy to see me. I miss the staff calling me by name. For me - although I have had a very nice cruise here and there - too many have sunk to the level of terminal mediocrity. That Platinum Medal is probably my most expensive piece of jewelry considering I am usually a solo passenger in a Neptune suite. Time to take my money elsewhere.

[HokiePoq]

As a fellow HAL Mariner with way over 5 star level just in days alone, I have to say that this is and excellent post, although I imagine a lot would disagree.

 

We are often the high Mariners on the ships and I have actually questioned whether some officers just don't like high Mariners or the whole Mariner idea.

 

 

It would be very poor business practice not to recognize repeat customers. I have read statistics on how much more $$$ it costs in marketing to get a new customer compared to retaining/rebooking a repeat customer. On one sailing several years ago, the captain said in our Mariner gathering that he once had a ship full of people where all but six people were Mariners...so he invited them to the gathering, too. My most recent cruises have had no Mariner gathering other than the brunch. Disappointing. We have a like number of days on X and NCL and get invited to two cocktail parties plus get other perks. HAL already has the least rewarding of loyalty programs of any line we sail. While we love HAL, a new management trend toward reducing what benefits/recognitions now exist, would have us rethink that. We have quickly found out how much more rewarding in terms of Captains Club vs Mariner Program, it is to sail X, a line with similar demographics and service to HAL. If this is a corporate trend, it is not a good one.

[sail7seas]

IMO SIZE DOES COUNT! And, in cruising smaller is definitely better! The "niceties" that are mostly a thing of the past are fading because the ships are getting larger and larger. If you want interaction with officers and crew sail with Seabourn or one of the other premium lines. I don't think it does any of us any good to complain. Stockholders are running big corporations now. The customer being right is really a thing of the past. I realized how much I disliked the changes when I looked at my calendar and saw this is the first year I haven't been booked on four HAL cruises. I am booked on none. I am not saying I will never cruise with them again but with over 1100 days I realize the line simply isn't where I want to be anymore. I miss the days when my cabin steward brought me flowers when I came back on board because he was happy to see me. I miss the staff calling me by name. For me - although I have had a very nice cruise here and there - too many have sunk to the level of terminal mediocrity. That Platinum Medal is probably my most expensive piece of jewelry considering I am usually a solo passenger in a Neptune suite. Time to take my money elsewhere.

 

 

Being another Platinum Medallion solo cruiser in Neptune Suites, from now forward, I am sad to read this but can't quibble with some of what you say. I don't mean the comments I wrote above to be complaints but observations, statements of what I see as reality.

 

I have no HAL cruises currently booked but have one on NCL. Long story I won't go into but I have good reason for it and hope to return to HAL soon.

 

[poconut]

IMO SIZE DOES COUNT! And, in cruising smaller is definitely better! The "niceties" that are mostly a thing of the past are fading because the ships are getting larger and larger. If you want interaction with officers and crew sail with Seabourn or one of the other premium lines. I don't think it does any of us any good to complain. Stockholders are running big corporations now. The customer being right is really a thing of the past. I realized how much I disliked the changes when I looked at my calendar and saw this is the first year I haven't been booked on four HAL cruises. I am booked on none. I am not saying I will never cruise with them again but with over 1100 days I realize the line simply isn't where I want to be anymore. I miss the days when my cabin steward brought me flowers when I came back on board because he was happy to see me. I miss the staff calling me by name. For me - although I have had a very nice cruise here and there - too many have sunk to the level of terminal mediocrity. That Platinum Medal is probably my most expensive piece of jewelry considering I am usually a solo passenger in a Neptune suite. Time to take my money elsewhere.

 

I think that speaks volumes. But just wanted to say I have read many of your posts and for some reason I thought you were a relative newcomer:o Perhaps because of the lower number of posts. I am impressed by your Platinum status, and I don't recall you ever mentioning how many days or cruises before, though you may have done so. You obviously know of what you speak, but I do think some of the niceties of cruising have gone by the wayside due to a number of factors, not least of which is cost. Fortunately, I have not been cruising long enough to miss them too much. You don't miss what you never had.

 

As to the officers attending functions, for years I was PA to the Manager of a very high-end hotel. Did he attend certain gatherings? Yes. Did he enjoy them? Not really. It was a part of his job and expected of him to be nice to the paying customers to make them feel important and keep them coming back. Perhaps the cruise lines no longer need to do that because of the new generation and more casual lifestyle of many of the cruisers coming along. Having said that, I have, on another cruise line, met a captain and officers who seemed to thoroughly enjoy the Meet & Mingles and the informality of the gatherings.

It seems this new initiative is not popular with the customers, but perhaps is part of a bigger plan. Who knows.

[wandb]

As to the main topic---ship's officers and captain attending M & Gs:

 

I have helped organize several M&Gs over the last few years, have thoroughly enjoyed every one, have never sent invitations to any officers or even CC Roll Call members (did that on the Roll Call), and have met some of the most wonderful people in these casual get togethers.

 

The smallest gathering was a few years ago with only 14 Roll Call members attending, no refreshments at all, and zero officers attending, but we met one of our all time favorite young cruising couples!! Special day!

 

The most recent was in January, a last minute organized gathering that HAL graciously provided a meeting place and refreshments for. I was told that no officers might be able to attend, but we had the captain and 11 other officers in attendance!! They were wonderful! And so were the Roll Call members!! Not a complaint in sight! I think this is the key to success---less emphasis on "critic" and more emphasis on "cruise".

 

If I were on the Zuiderdam again, I would be disappointed not to have our delightful captain, HD, and event coordinator at the M & G, but it would certainly not ruin the cruise for me. I would simply find a way to greet them at some other time on board----again, without complaints.

[Krazy Kruizers]

OP

Sorry that you get that message about the new rules for officers and meets and greets.

As to the Q&A session with the captain and the mention that it takes place on all ships -- sure hasn't happened on many of our previous cruises. Will be curious to see if this really is a promise they can keep.

[cbr663]

It would be very poor business practice not to recognize repeat customers. I have read statistics on how much more $$$ it costs in marketing to get a new customer compared to retaining/rebooking a repeat customer. On one sailing several years ago, the captain said in our Mariner gathering that he once had a ship full of people where all but six people were Mariners...so he invited them to the gathering, too. My most recent cruises have had no Mariner gathering other than the brunch. Disappointing. We have a like number of days on X and NCL and get invited to two cocktail parties plus get other perks. HAL already has the least rewarding of loyalty programs of any line we sail. While we love HAL, a new management trend toward reducing what benefits/recognitions now exist, would have us rethink that. We have quickly found out how much more rewarding in terms of Captains Club vs Mariner Program, it is to sail X, a line with similar demographics and service to HAL. If this is a corporate trend, it is not a good one.

 

It is not a good corporate trend if it is compelling passengers who spend lots of money on their cruises to cruise elsewhere. It is a wonderful corporate trend if it compels those cruises who do not spend much money on their cruises and simply take advantage of all the perks to cruise elsewhere. HAL makes it profits from on-board spending, and constantly providing perks from the rewards program or having officers show up at M&G's comprised of passengers who are not spending money does not make economical sense. The officers time would be better spent socializing with those passengers who actually spend money.

[kazu]

It is not a good corporate trend if it is compelling passengers who spend lots of money on their cruises to cruise elsewhere. It is a wonderful corporate trend if it compels those cruises who do not spend much money on their cruises and simply take advantage of all the perks to cruise elsewhere. HAL makes it profits from on-board spending, and constantly providing perks from the rewards program or having officers show up at M&G's comprised of passengers who are not spending money does not make economical sense. The officers time would be better spent socializing with those passengers who actually spend money.

 

 

good points - but who says the M&G's are comprised of passengers who are not spending money on board (or pre-cruise bookings)?

[Wakepatrol]

Can you imagine the nervousness a poor crew member must suffer, heading down to a meet and greet with cc members who have

50,000 posts? They probably don't sleep a wink the night before.

[SunLakesBob]

With HAL's new ship, Koningsdam, they are moving to a family cruise line. The new ship will have family suites. My interpretation is that they are looking towards the younger cruisers and their long term future. Which will place them head to head with RCL

 

The question is will they continue the longer cruises which attract the more experienced cruisers who are looking for the true cruise experience or will they follow Carnival and Princess.

[LauraS]

Hello everyone:

 

I read all posts in this thread and there is a great deal I'd like to either clarify or say. I'll do my best to be as succinct as possible.

 

1. The purpose of a Meet & Mingle: to meet other cruisers like yourself with whom you have been interacting on Cruise Critic for months, sometimes even years.
   
   
2. Cruise Critic does not have a contractual agreement with Holland America for them to provide official Meet & Mingle parties on board their ships
   for our members, as we do with other lines (Royal Caribbean, Celebrity, Azamara, Crystal & Silversea -- and another large line soon to be announced!). They've done so because they want to.
   
   
3. The information you find here:
   Holland America Meet & Mingle
   has been compiled from the Holland America forum over time.
   
   
4. The events scheduled on board have changed over the years, and have been provided by Holland America at their discretion.
   Cruise Critic is very happy when cruise lines recognize the loyalty of our members (their passengers) by providing them a venue to meet each other on board their ships. While it is fantastic that they do so, it should not be expected.
   
   
5. It's great that staff and Officers have taken time out of their busy schedules to attend these events.
   As a matter of fact, one cruise line (no partnership with us) uses the Meet & Mingle as an opportunity to reach out and ask (in a jokingly way) "Before you write "The Cruise From Hell" cruise review on Cruise Critic, reach out to me (hotel director) while you are on board -- we're here to help". He hands out his business card. Seems like an excellent opportunity to engage before someone writes a bad review :)
   
   
6. Nothing more than a meeting space should ever be expected at a Meet & Mingle. It is lovely when light refreshments and/or a no host bar are provided.
   
   
7. We do not think anyone should be collecting money for shore excursions at these Meet & Mingle parties. Period.
   
   
8. Kudos to those of you who take the lead in planning these Meet & Mingles on board, and attempt to ensure that both passengers and staff benefit from them in the best possible way!
   
   

All of the above said (and perhaps a great deal I've left unsaid about the behavior of some people in general -- which will never change) I will reach out to the folks over at Holland America and clarify the information you all are receiving and will update the materials we have posted on Cruise Critic.

 

Laura