Does the crew rate the passengers?

[kazu]

4 minutes ago, Shmoo here said:

I'd be interested in see that.  Not because I'm doubting you, just because it would be interesting reading.

 

The links have been posted here a few times.

 

And they are on the internet.  I’m not a good google searcher to pull this up in a nano second for you, but I can assure you I’ve read it and Copper has confirmed.

 

I think we can trust a Security Officer on HAL, 😉 

[Shmoo here]

1 minute ago, kazu said:

 

The links have been posted here a few times.

 

And they are on the internet.  I’m not a good google searcher to pull this up in a nano second for you, but I can assure you I’ve read it and Copper has confirmed.

 

I think we can trust a Security Officer on HAL, 😉 

Oh, I agree.

 

I wasn't able to find anything doing a Google search yet.  I'll keep looking.

[RuthC]

It's been posted on this forum more than once, but I'll be damned if I can get 'search' to locate it.

[Randyk47]

42 minutes ago, Shmoo here said:

Oh, I agree.

 

I wasn't able to find anything doing a Google search yet.  I'll keep looking.

 This is the thread where there is a copy of the manual.   

[Shmoo here]

Just now, Randyk47 said:

 This is the thread where there is a copy of the manual.   

Thanks.

[rucrazy]

16 hours ago, Copper10-8 said:

but you can bet crew talks about their experiences with pax in an informal way with each other, as happens on land during any customer-employee interactions in stores/restaurants/entertainment areas, etc.

@Copper10-8 I knew you guys were talking about us! hahaha

[TiogaCruiser]

Off topic, but that’s hilarious: crew are forbidden to sing in the tenders.

[rafinmd]

Just curious, perhaps only Copper10-8 can answer.  My assistant waiter goes on vacation when we get to Montevideo.   If I give him an envelope before he leaves does he need to leave it with management until the end of the cruise to see if I eventually remove the auto tip?

 

Roy

[kazu]

2 minutes ago, rafinmd said:

Just curious, perhaps only Copper10-8 can answer.  My assistant waiter goes on vacation when we get to Montevideo.   If I give him an envelope before he leaves does he need to leave it with management until the end of the cruise to see if I eventually remove the auto tip?

 

Roy

 I don’t think so, Roy.

 

I tipped those who leave at the turnaround day on my Collectors and they were beaming.

 

I asked discreetly after.  I think they look at your history (yes, they know your history) and if you don’t remove HSC traditionally, it is a non issue.

 

that’s what I understood anyways, but Copper probably knows better 😉 

[Copper10-8]

6 minutes ago, rafinmd said:

Just curious, perhaps only Copper10-8 can answer.  My assistant waiter goes on vacation when we get to Montevideo.   If I give him an envelope before he leaves does he need to leave it with management until the end of the cruise to see if I eventually remove the auto tip?

 

Roy

 

If he goes home/end of contract prior to you disembarking, he can take your envelop with contents with him. If you were to remove the HSC prior to him leaving, different story - Enjoy Cape Horn scenic cruising, Roy

[TiogaCruiser]

22 minutes ago, Copper10-8 said:

 

If he goes home/end of contract prior to you disembarking, he can take your envelop with contents with him. If you were to remove the HSC prior to him leaving, different story - Enjoy Cape Horn scenic cruising, Roy

So does he get his “share” of the autograts for the time he was working?

(Gosh, this can get complicated with overlapping contracts and mid cruise ending contracts).

[Copper10-8]

6 minutes ago, TiogaCruiser said:

So does he get his “share” of the autograts for the time he was working?

(Gosh, this can get complicated with overlapping contracts and mid cruise ending contracts).

 

Ship management has a formula for that sort of scenario

[colonialinnkeeper]

Copper, thanks for answering so many questions on so many threads.  It's good of you to take the time and educate us all.  We appreciate the time you spend!

[shipgeeks]

On ‎1‎/‎30‎/‎2019 at 9:09 AM, sammiedawg said:

The Cruise lines post pictures in crew areas of passengers known to be difficult.  They also post pictures of those who might not be “difficult” but need extra stroking and attention.       

This information is from a fellow passenger who formerly worked for HAL in the corporate office. 

 

I was on board a Holland America ship that was significantly understaffed, especially in the dining room.  We were eating dinner and observed an irate man threw a spoon at the waiter because he had not received a soup spoon.  Subsequently,  we observed multiple staff members chatting this man up around the ship.  I’m sure his picture was posted everywhere.  

We once shared a dinner table with two men who were great dinner party companions, but might charitably be called "rascals".  One day they took the galley tour, slipped away into crew quarters, and discovered their pictures on the wall.

[AmazedByCruising]

On 1/31/2019 at 12:52 AM, Copper10-8 said:

To begin with, a couple of days prior to the "new" cruise commencing, the GRM sends a list of "high rollers"/VIPs/high stars, etc. to the various Dept. heads to give them a heads up as to who's coming on board. That list includes a synopsis of those folks' last cruise rating comments, especially things that, according to those pax, were not up to par. And yes, certain pax do not have favorable reputations based on past interactions with crew/management. etc. .

 

Hi Copper,

 

I've asked this before and got a resounding "no" as answer. The Casino rates everyone all the time and people get free cruises, free money, drinks, whatever when they are rated "AAA". If the ships rate us anyway, why don't they send similar letters to passengers?  

 

For instance John and Jane Doe bought a zillion pictures, a premium beverage card to buy 2 coffees and one wine with, two 5-figure paintings, went on ship-sponsored excursions every day, wrote a fantastic comment card for each and every crew member that said "Hi", had everyone laughing during the quiz, and didn't complain about their cabin where the toilet wouldn't flush for a week and the shower was cold, and tipped as if they wanted to get rid of fake banknotes. A 100/100 score, I'd want such passengers everyday. 

 

"Please come back, the Captain wants to dine with you and we have got.... Chocolate-covered strawberries! ". 

[Copper10-8]

9 minutes ago, AmazedByCruising said:

 

Hi Copper,

 

I've asked this before and got a resounding "no" as answer. The Casino rates everyone all the time and people get free cruises, free money, drinks, whatever when they are rated "AAA". If the ships rate us anyway, why don't they send similar letters to passengers?  

 

For instance John and Jane Doe bought a zillion pictures, a premium beverage card to buy 2 coffees and one wine with, two 5-figure paintings, went on ship-sponsored excursions every day, wrote a fantastic comment card for each and every crew member that said "Hi", had everyone laughing during the quiz, and didn't complain about their cabin where the toilet wouldn't flush for a week and the shower was cold, and tipped as if they wanted to get rid of fake banknotes. A 100/100 score, I'd want such passengers everyday. 

 

"Please come back, the Captain wants to dine with you and we have got.... Chocolate-covered strawberries! ". 

 

Goeie avond/Good evening ABC;

 

I'm not quite sure if I understand your question correctly, so bare with me please. First of all, the ship does not rate every pax that comes on board, i.e. there is no official or unofficial rating system of passengers onboard. Having said that, certain pax, based on their prior sailings as well as feedback/ comments, generate a "heads up" to ship's management that they are on their way back. Those prior comments, be they positive or negative, are shared among ship's managers as an FYI only and of course, ship's staff attempts to prevent the prior negative issues to once again make an appearance.

 

The casino and it's staff operate as concessionaires, sorta, kinda like a "contract" department on HAL and on the vast majority of other cruise lines. Not many cruise lines run their own casino. Yes, those staffers carry HAL I.D. cards, but they are not true HAL employees, just like the Steiners (Spa/Gym), the shoppies, the photo people and the arts folks. Their promos are generated by their home office and not by HAL in Seattle

 

I'm not aware of anyone getting free cruises as a regular thing, same with upgrades; they are hit and miss. Sure, HAL, as does any cruise line, looks at frequent cruisers, high rollers/VIPs, etc. and there are benefits for being one. Pax who stay in the PH receive a personal escort from the terminal to their stateroom by either one of the concierges and/o another member of the front office

 

Btw, chocolate covered strawberries are vastly overrated  Tot ziens!

[SWFLAOK]

We couldn't figure out why HAL had a polity that gratuities weren't included, but that you can refuse to pay them,  and that's  OK.  Why should that be OK? We didn't experience any service that didn't deserve a gratuity. We gave additional money to a few who went beyond the others, and I hope they got to keep that extra money. We also had some money left over in our ship's credit and we gave that to the crew fund. 

HAL should include the gratuity in their rates. If passengers feel like giving an additional tip to crew who went beyond the expected, they should be allowed to keep it. If passengers can't afford to pay gratuities on their cruise, then they should look at lower priced cruise lines.

[kazu]

6 minutes ago, SWFLAOK said:

   We didn't experience any service that didn't deserve a gratuity. We gave additional money to a few who went beyond the others, and I hope they got to keep that extra money. 

They did as long as you kept the automatic HSC (tips) in place.  Otherwise, they didn’t.

6 minutes ago, SWFLAOK said:

HAL should include the gratuity in their rates. If passengers feel like giving an additional tip to crew who went beyond the expected, they should be allowed to keep it. If passengers can't afford to pay gratuities on their cruise, then they should look at lower priced cruise lines.

HSC (tips) are not part of the fare due to the impact on the crew (taxes, etc.).

 

Anything you choose to give them is theirs to keep as per above.

[AmazedByCruising]

 

Hoi Copper, 

 

Engels is moeilijk/English is hard 🙂

 

14 minutes ago, Copper10-8 said:

First of all, the ship does not rate every pax that comes on board, i.e. there is no official or unofficial rating system of passengers onboard. Having said that, certain pax, based on their prior sailings as well as feedback/ comments, generate a "heads up" to ship's management that they are on their way back. Those prior comments, be they positive or negative, are shared among ship's managers as an FYI only and of course, ship's staff attempts to prevent the prior negative issues to once again make an appearance.

 

So the ships have all the data? When I sail with HAL, or any other Carnival owned line, they'll know how much I spent on my first cruise in 2014, and what feedback I gave. They could put me into a category, which hopefully "profitable guest 10/10". 

 

17 minutes ago, Copper10-8 said:

The casino and it's staff operate as concessionaires, sorta, kinda like a "contract" department on HAL and on the vast majority of other cruise lines.

 

Are you sure about that? I believe that Carnival itself takes care of the Casinos on its own ships (so, including HAL).  

 

24 minutes ago, Copper10-8 said:

I'm not aware of anyone getting free cruises as a regular thing, same with upgrades; they are hit and miss. Sure, HAL, as does any cruise line, looks at frequent cruisers, high rollers/VIPs, etc. and there are benefits for being one. Pax who stay in the PH receive a personal escort from the terminal to their stateroom by either one of the concierges and/o another member of the front office

 

Yes, but that's exactly what I don't understand. For instance frequent cruisers are rewarded for cruising a lot, but those are also the ones who don't want pictures, would organize their own excursions, found their way to self-laundry. Someone who cruises very little, but for whom the data shows that they'll probably spend like crazy like they did the year before should be rewarded. As a ship, I'd prefer those and reward TAs for bringing them. 

 

32 minutes ago, Copper10-8 said:

Btw, chocolate covered strawberries are vastly overrated  Tot ziens!

 

LOL, I've used the chocolate covered strawberries a few times before as "spiegeltjes en kraaltjes"/bells and mirrors (?) and even started a topic. 🙂

 

 

[SoCal Cruiser78]

On 1/30/2019 at 3:52 PM, Copper10-8 said:

To begin with, a couple of days prior to the "new" cruise commencing, the GRM sends a list...to the various Dept. heads to give them a heads up as to who's coming on board. That list includes a synopsis of those folks' last cruise rating comments, especially things that, according to those pax, were not up to par...

Is this list just of VIP comments? I'm definitely not on it then :). If not, I'm trying to recall what comments I may have written regarding past HAL cruises. Knowing myself pretty well by now, they probably had something to do with service levels declining over the years on HAL (as with other mainstream lines). Does this mean I might be 'flagged' for special treatment on a future cruise, or avoided by staff as I might expect too much by today's standards ? Actually, I tend to just go with the flow unless something or someone is way out of line.

Edited February 2, 2019 by SoCal Cruiser78
clarity

[nfcu]

The casinos on all Carnival owned ships are operated by a subsidiary of Carnival Corporation.  Therefore, Copper is technically correct to a degree, as it is a concessionaire, but it is one that owned by the parent corporation. The staff can be assigned to any Carnival owned ship and in fact usually rotate from HAL to Princess to Cunard to Costa to Carnival, etc.  Carnival itself is most popular among the staff because their ship casinos have the most action and therefore they make the most money for the staff.

[HokiePoq]

On 1/30/2019 at 6:52 PM, Copper10-8 said:

To begin with, a couple of days prior to the "new" cruise commencing, the GRM sends a list of "high rollers"/VIPs/high stars, etc. to the various Dept. heads to give them a heads up as to who's coming on board. That list includes a synopsis of those folks' last cruise rating comments, especially things that, according to those pax, were not up to par. And yes, certain pax do not have favorable reputations based on past interactions with crew/management. etc. . Yes, there is a "black list" more formally known as a "do not sail" (again) list. Serious contract violations will get you on that list, not gripes, complaints, verbal confrontations, etc. Examples are theft, physical altercations, vandalism, asking a Spa masseuse for a "happy ending", etc.

 

During each voyage, that same GRM keeps a rolling tally of all comments/concerns/complaints (incl. LUK cards) that are brought to his/her attention by all pax who contact the guest services, either in person and/or by calling the front office by phone. That list is shared every day with the Dept. heads throughout the voyage until a new cruise commences

 

Yes, lists incl. head shots of pax (the photo you take when you check in is attached to your room # portfolio) who cancel their auto hotel service charge, are posted in work areas such as the main galley, Lido galley, Housekeeping office, etc. so management/supervision and crew are aware 

 

Crew does not rate pax as they (pax) do crew at the conclusion of their voyage, but you can bet crew talks about their experiences with pax in an informal way with each other, as happens on land during any customer-employee interactions in stores/restaurants/entertainment areas, etc.

Indeed.   My friend and I had complained about something on a previous cruise.   On the next one we were immediately contacted to see that everything was to our expectations.   Can't recall what I complained about but have never forgotten the follow up one cruise to another.

[Copper10-8]

16 hours ago, AmazedByCruising said:

 

Hoi Copper, 

 

Engels is moeilijk/English is hard 🙂

 

Your English writing skills are excellent! I sure couldn't tell you were Dutch from your writings.  Learned it from your "Holland" indicator below your name!

 

So the ships have all the data? When I sail with HAL, or any other Carnival owned line, they'll know how much I spent on my first cruise in 2014, and what feedback I gave. They could put me into a category, which hopefully "profitable guest 10/10". 

Information on all passengers onboard  (their "horsepower" incl. Mariner status, onboard spending incl. alcoholic beverage purchases for onboard consumption, shop purchases, emergency contact info, whether they purchased insurance, etc.) is stored in an onboard computer system. That's how they keep track of the info required to give you your final bill on the morning of disembarkation. I would be very surprised if not all major cruise lines have a similar system going. As far as how far back this info goes, I don't know

16 hours ago, AmazedByCruising said:

 

 

Are you sure about that? I believe that Carnival itself takes care of the Casinos on its own ships (so, including HAL).  

I know that HAL does not staff and run the casino, the shops, the Greenhouse spa, the "image creators", and the art auctions. Those staff members are all known as concessionaires with temp HAL I.D.'s for the length of that particular crew contract. Poster NFCU explained it better than I did re: the Carnival Corp. operated casinos. Steiners London does the same with the spa and gym staff. HAL just went to a new contractor for the shops, etc.

16 hours ago, AmazedByCruising said:

 

Yes, but that's exactly what I don't understand. For instance frequent cruisers are rewarded for cruising a lot, but those are also the ones who don't want pictures, would organize their own excursions, found their way to self-laundry. Someone who cruises very little, but for whom the data shows that they'll probably spend like crazy like they did the year before should be rewarded. As a ship, I'd prefer those and reward TAs for bringing them. 

I I can't help you with that one 

16 hours ago, AmazedByCruising said:

 

LOL, I've used the chocolate covered strawberries a few times before as "spiegeltjes en kraaltjes"/bells and mirrors (?) and even started a topic. 🙂

 

 

 

[Copper10-8]

13 hours ago, SoCal Cruiser78 said:

Is this list just of VIP comments? I'm definitely not on it then :). If not, I'm trying to recall what comments I may have written regarding past HAL cruises. Knowing myself pretty well by now, they probably had something to do with service levels declining over the years on HAL (as with other mainstream lines). Does this mean I might be 'flagged' for special treatment on a future cruise, or avoided by staff as I might expect too much by today's standards ? Actually, I tend to just go with the flow unless something or someone is way out of line.

 

As stated, when you supply any type of comments on your cruise experience, while onboard, to the front office, whether in person, in writing or by phone, it gets captured by the guest services staff and entered in a computer system for follow-up by the various depts. This includes stuff from "a/c too cold or too hot", "plumbing issues", balcony door lock inop", "carpet smells" to in room dining breakfast arrived cold and "I was turned away from the main dining room on gala night for wearing swim trunks, thongs and a L.A. Dodger baseball hat turned backwards" - The supervisor(s) from the assigned dept. will respond to these particular comments with a disposition in that same computer system and the item will either be closed by one of the guest services supervisors and/or held open if pending a solution

 

In you examples you might surely (and I'm not calling you Shirley) be flagged for some TLC. You will not be "avoided by staff" and "going with the flow" is a good thing! 

[Copper10-8]

2 hours ago, nfcu said:

The casinos on all Carnival owned ships are operated by a subsidiary of Carnival Corporation.  Therefore, Copper is technically correct to a degree, as it is a concessionaire, but it is one that owned by the parent corporation. The staff can be assigned to any Carnival owned ship and in fact usually rotate from HAL to Princess to Cunard to Costa to Carnival, etc.  Carnival itself is most popular among the staff because their ship casinos have the most action and therefore they make the most money for the staff.

 

Much obliged for a much better explanation than I provided!  As a follow-up to this, on HAL's bigger ships (Vista-class and up), there is a staff position with officer status called "Manager Onboard Marketing", a HAL position, so not a contractor/concessionaire, commonly known as the "Mom", that supervises/coordinates all the onboard concessionaires and acts as the liaison between those contractors and ship's staff 

Edited February 2, 2019 by Copper10-8