A post-Halloween post: No tricks - just a treat this week!
I am so pleased to share with you a special edition of my blog featuring wonderful ideas from several Future Cruise Consultants (FCCs), the onboard specialists who help guests book future voyages.
Each has generously shared their experience and insights, and I truly love “hearing” each of their voices. Their passion for travel and for helping guests realize travel dreams shine through. While I have worked with all of my interviewees at Holland America Line (HAL) over the years, please note that Joey P is now with Seabourn and that Susan M is a former FCC.
I asked our FCCs to first tell me a little bit about themselves.
Where is your home?
Abrie V: I live in Somerset West, Cape Town, at the doorstep of the South African Wine country.
André T: Raised in Rio de Janeiro, Brazil and now living in George, South Africa with my husband who is also a Future Cruise Consultant.
Chantal H: A small village in the countryside just outside of Rotterdam, the Netherlands.
Joanne G: I am from Philadelphia but live in Chicago, moving here from Los Angeles in 1979.
Joey P: The Ontario, Canada area.
Susan M: I am from the Toronto, Canada area and have lived here my whole life.
How long have you been in the cruise industry? Have you always been a Future Cruise Consultant or have you also had other roles?
Abrie V: I've been on cruise ships for 13 Years. I started as a photographer on Carnival and moved to the print shop. Then I changed to Internet Cafe Manager and got my first HAL contract in 2013. I then changed to Digital WorkShop Host (Techspert) and then changed to Travel Guide (EXC Guide). With the experience of the Travel Guide Role I moved to FCC making it really easy to help guests find their next cruise adventure.
André T: I've been in the cruise industry a bit over 8 years - 7 of them in the shore excursions department and a little more than 1 year as FCC
Chantal H: I started working for Holland America Line in 2006 as a Front Desk Supervisor. After almost 5 years of working at Guest Services, I got an opportunity to work as a Marketing Coordinator in the office for Holland America Line in Rotterdam. I loved the position and the team, however missed the sea, and applied for the Future Cruise Consultant position. I have now worked as a Future Cruise Consultant for 11 years.
Joanne G: I’ve worked as an FCC for Holland America for 15 years. I’ve been in the travel industry since 1973 when I started as a travel agent in Philadelphia. During that time I worked for two tour operators and an airline but ended up with my own agency here in Illinois before heading to HAL. [Husband] Michael and I worked as an FCC couple for 12 years until the pandemic. I came back to ships but he’s now retired
Susan M: I worked the majority of my adult life in the public service, but in 2006 I left my job to accept a contract with another cruise line as Art Auctioneer. In January 2008, I was transferred to Holland America Line and made the decision that that was the cruise line I wanted to stay with. A year later, I accepted a position onboard as Travel Guide. In 2013, I was lucky enough to be accepted to a position as Future Cruise Consultant.
What is your favorite itinerary(ies)?
Abrie V: My favorite place on earth is Iceland since it's the one place that looks like it doesn’t belong here. Hehehe. But I always enjoy a Panama Canal cruise since Central America has it all - coffee, culture, amazing food and some of the friendliest people.
André T: Asia
Chantal H: My absolute favorite destination is Antarctica. It has the most pristine nature and you can actually hear silence when you’re out on deck looking at the icebergs and wildlife. There’s many highlights on that itinerary like when the scientists from Palmer Station come on board in zodiacs and share what they’ve been researching and what it’s like to live and work in Antarctica. One of the best excursions I have ever done is the meet and greet with the King Penguins at Volunteer Point in the Falkland Islands. Cruising in South America has another benefit: tango dancing! I remember dancing at a milonga with live musicians until sunrise in Buenos Aires. Such great memories. My top 3 destinations overall would include Alaska and The South Pacific. I’m a hiker, so I love getting lost in the forests in Alaska, hearing the sounds of the raven diving into a pile of moss. After traveling around the world for many years, I have concluded that the nicest people live in the South Pacific. Especially when you visit local markets or when you ride a bike around the islands (yes, I’m Dutch!), you have an opportunity to connect with the locals.
Joanne G: Voyage of the Vikings, New Zealand, Japan and southeast Asia, Antarctica.
Susan M: I get asked all the time about what my favorite itinerary, or more specifically, my favorite port. That’s a difficult question because I have so many favorites. I’ve been lucky enough to visit 134 countries on all 7 continents, so it’s difficult to answer that question. I would say, though, that I love cruising in southeast Asia because I love the people, culture, food and the many interesting places to see, especially the temples.
What is one thing that is a must to pack?
Abrie V: An open mind and an open heart to explore and learn. Once on a ship we are all travelers ready to learn about new cultures and explore places we haven’t been.
André T: Sea sickness patches just in case...they are light, easy to pack and they definitely work.
Chantal H: A pair of good binoculars so you can see the mountain goats waking up on Gloomy Knob (Glacier Bay, Alaska).
Joanne G: Other than passport and a sense of humor, chargers! These days we run on electronics and for me personally, photography. Can’t get much done without chargers.
Susan M: I keep the majority of my travel essentials in a drawer at home, but there are certain things I always travel with: a portable fan that plugs into a USB at my desk or in the cabin, a wall plug with extra USB outlets to use in the cabin, a Yeti cup that I can fill with ice and water to have onhand, ziplock bags (both small and large), a laundry bag and magnetic hooks for the cabin walls to hang things. I usually bring extra plastic coat hangers as well as there are not usually enough in the closets.
Do you have a bucket list destination?
Abrie V: Japan - I’ve always wanted to visit Japan during Cherry Blossom season. I think they have one of the most interesting cultures and it's so different from my own.
André T: Uganda to hike the Gorilla trail.
Chantal H: My bucket list destination is the island of South Georgia in the South Atlantic Ocean. I would love to lay on the beach between the Elephant Seals. I would not mind the Northwest Passage either…the thought of seeing polar bears “up close” is very exciting to me. You can tell that I love cooler destinations and wildlife.
Joanne G: My bucket list is still full despite all my years of travel. On the top is Ethiopia, Morocco, Tibet/Nepal and the Stans (Turkmenistan, Kazakhstan, Kyrgyzstan etc)
Susan M: Even though I have been to all continents and 134 countries, the one place that I haven’t been to yet is South Africa. I dream about going on safari, so that would be my bucket list destination.
I write about travel and wellness - do you have any personal tips for staying well onboard?
Abrie V: I'm a strong believer we should leave the places we visit better than we got it, so having a reusable water bottle is a great start. If every guest takes off the ship one plastic/aluminum bottle, this can be a lot of extra trash for ports to deal with. Think of small destinations like Boca de Valeria in the Amazon or even Bora-Bora. With that being said, most guests don’t always think how hot places can be so sunscreen and hydration are always a must. Also, port exploration can get exhausting so always plan for one day to just relax.
André T: Move around and try to get as much as fresh air you can.
Chantal H: When you live on a ship for almost 10 months each year, you make sure to visit the salad bar more often than to “dive inn”. I usually start my day with a power walk on deck and when in port I hike or bike. It’s a great way to explore destinations and to get my daily exercise. But I also indulge at times as I love the crème brulee in the Pinnacle Grill.
Joanne G: Eat like you do at home, not like you’re on vacation - in moderation. Drink more water than usual, ships are very dry. Keep walking - use the decks, gym or walk out in the ports. Try not to touch anything like elevator buttons, use your elbow and on staircase railings lean rather than grip, if you can.
Susan M: I don’t like to exercise…..at all…..but I do like to take long walks on deck. I usually start with one mile and work my way up to 4-5 miles each day.
And now on to booking cruises!
When booking a cruise, how would a guest find the best value?
Abrie V: It's always to anyone’s advantage to book onboard. Guests always have a lot of flexibility once booked. The deposit starts at as little as $100pp, and they can get up-to $500pp in onboard spending depending on the cruise length and stateroom selection. Guests keep working with their travel agent that originally booked them onboard. Onboard booking bonus also combines with almost all promotions that are currently running.
André T: Definitely you get the best value when booking onboard. From stateroom selection and dining options and above all - the expertise of your onboard Future Cruise Consultants that have cruised the itineraries and sailed on all classes of ships. They have the insider tips and tricks.
If guests don’t know where they want to go next they can always chose an open Future Cruise Deposit. This option always gives guests extra onboard spending when they book off the ship. These last for 4 years and are fully refundable if not used. Guests can also have multiple of these on file for all their future cruises, so they can book between cruises if they see a crazy-good deal. They are also combinable with most other promotions available at booking.
Chantal H: I would definitely recommend booking early to get your favorite stateroom, to get the same stateroom if you’re booking Collector Voyages, to get the Early Mariner Booking Bonus (extra onboard spending credit if booked within the first 90 days after voyages have been released) and to take advantage of the Have it All Premium package which includes Shore Excursion credits and complimentary Crew Appreciation (gratuities). Look at (repositioning) cruises in the Spring or Fall and book your cruises on board to get more benefits.
Joanne G: It’s difficult to give a standard answer on this. The best prices usually come out within 90 days prior to sailing. Having said that, it’s not necessarily the best way to go. People are booking much earlier than pre-pandemic which means the good locations are gone by 90 days prior to sailing.
Joey P: I tell every guest that if their bookings are that important to them and pricing is that important to them then they should always keep an eye on the website for the going rates and make sure that they're getting the best value and pricing. If they notice a major price drop before they make their final payment, they should be able to talk to the [cruise line] office and ask for promotions. Usually the are very fair - you can take the promotion you booked with or if something better comes along then you can choose that one (but you can't have both). I do also suggest that guests take full advantage of the promotions because there's always some great extra added features which means guests don't have to worry about when they're on board or need to pay extra. So definitely keep an eye on all bookings and make sure that you are getting the best price possible. Travel agents or personal Cruise consultants are also there to help.
Susan M: When booking a future cruise, it is always best to book early in order to get the best price and best stateroom selection. Try to stay away from peak times if you are looking to save money (i.e., in Alaska, it is always more expensive to sail in the peak of summer, so try to book early or later in the season to get the best price). If it really doesn’t matter where your stateroom is located on the ship, you can book a guarantee and take a chance on the stateroom that will be assigned. However, if you want to make sure you are not located under a music venue, for example, you will want to book with a specific cabin assignment.
There are several advantages for booking a cruise while onboard - which would you consider the most important?
Abrie V: Guests have peace of mind knowing that the FCC knows all our ships and the promotions available. We can also help guests with getting the best staterooms and even help with dining preferences (times, allergies, seating location and table size).
André T: Benefits include a low financial commitment of a fully refundable reduced deposit starting at just $100 and bonus onboard spending money.
Chantal H: Besides the reduced (fully refundable or transferable) deposits and onboard spending credit, you’ll have an opportunity to speak to a Holland America Line expert when it comes to our worldwide destinations, someone who knows our ships and its staterooms and you learn about the best promotion for YOU on your future cruise.
Joanne G: Booking onboard gives the guests the extra benefits of talking to someone who knows the ships and itineraries as well as the on board credit and current promotions. A low deposit will get them their choice of cabin with the ability to cancel prior to 90(for most cruises) with no penalty. Guarantees should only be booked if the guest is willing to take any stateroom with no regard to noise, traffic, etc. They could end up under the kitchen, BB Kings Lounge, or the Lido deck with chairs being dragged around at 6am. It costs no more to take a cabin number (with the exception of a promotion in the lowest categories that is only available as a guarantee rate), and the guests will avoid disappointments once on board.
Joey P: Working with the person on board will still give your travel agent or your personal cruise consultant back home the credit for that booking. The biggest advantage I would have to say is stateroom selection - having all the options for room inventory and being able to pick something that you want. If there is a specific room that guests want and it's showing not available, 9 times out of 10 your Future Cruise Consultant on board can speak to the inventory department and get that room for you.
Susan M: There are advantages to booking your next cruise onboard. First you will be able to book your next cruise with a reduced deposit and receive a shipboard credit. However, the biggest advantage is that you will be dealing with a Cruise Consultant that has the expertise to find the best pricing and stateroom selection. The FCCs are usually very familiar with the itineraries as well, so they can help you pick the perfect destination and itinerary. Some guests tend to worry that if they book onboard that their own travel professional will lose out on the booking, but in fact, that is not the case. The Future Cruise Consultant does the booking onboard FOR the travel professional and they receive the booking confirmation as soon as it's done and they receive full credit for the booking as well.
Best itinerary(ies) for ….
…someone new to cruising?
Abrie V: I would say the Caribbean is always a great option for new cruisers since it's from the US and you know what to expect from all the beaches and the rum in the Caribbean. 😊
André T: Boomers - Alaska. Gen X - Alaska and Hawaii. Millennials - Mexico and Caribbean.
Chantal H: The Inside Passage (Alaska) or Norwegian Fjords
Joanne G: New to cruising I would say do a week somewhere, preferably with a short flight so as not to add to the stress of travel.
Susan M: As a new cruiser, guests may want to start with an itinerary like Alaska or the Caribbean.
…a family?
Abrie V: I would always say Alaska since it has adventures for all ages. It's also in the Summer so it is ideal for family time.
André T: Alaska and Caribbean
Chantal H: Alaska, Mediterranean and Iceland
Joanne G: Family destinations are Alaska and Caribbean/Mexico depending on the season
Joey P: I have to say the best family cruise for any family to take at the moment would have to be Alaska - it's ideal in time of the year because it's summer when kids are off school. It's just such a family destination - from the excursions to the ships - it's just the perfect perfect 7-Day getaway for any family. Secondly I would have to say of course the Caribbean - you can't go wrong with the Caribbean. For many it's a great getaway from the winters and families have March break or Easter holidays. And I would have to say thirdly is that the Mediterranean is becoming very very popular - a lot of families are venturing out together as a group to knowing they can see so much in one cruise with these incredible itineraries.
Susan M: For families, I like to recommend Alaska, because everyone loves it and there are activities there for everyone in the family.
…an experienced cruiser?
Abrie V: South America & Antarctica would be the best since South America can sometimes appear hard to travel to. It is always a place to really get immersed in the culture, cuisine and all the amazing sights.
André T: Asia and South America
Chantal H: The 28-day Summer Solstice Cruise (Ultimate Alaska) or the new 133-day Grand Voyage Pole to Pole.
Joanne G: I recommend going further afield for different cultures in a safe environment. Asia, South America, Africa
Susan M: Experienced cruisers tend to do cruises longer than a week, so I usually suggest they try a destination that is a little more exotic than Alaska or Caribbean, such as Europe, Asia, Australia/New Zealand or South America.
What is helpful for guests to know/have in mind before they speak with you?
Abrie V: It always helps kind of knowing where they want to go, how long they can travel and the dates they will be wanting to go. While those seem like something pretty easy, we have many guests that just ask “where does HAL go?” We have more than 400 ports of call! Time at the FCC desk can be extremely limited so joining in at the FCC Talk: WHERE TO NEXT? is always a smart move. This will give guests a lot of information about where we go and what cruises are offered. Guests can always also tune in on their stateroom TV for information as most FCCs will have a recording of one of their talks on it.
André T: Knowing where they want to go...Many cruise lines sails to 7 continents and over 400 ports of call. It can be challenging when guest says they want to cruise again but don't know where, it helps when they have bucket list places in mind to narrow down cruise options.
Chantal H: It is helpful when guests can indicate what time of year they want to travel and for how long. If they do not have a destination in mind yet, it would be helpful to know what they expect on their future cruise: scenic destinations like Antarctica, Alaska, Greenland, Iceland and Norway or exploration on port intensive itineraries like Asia and Europe?
Joanne G: I need to qualIfy a guest before I recommend an itinerary: What do they like to do? Is there a destination on their mind? Are they active or more interested in simply relaxing? Time of year plays into the choice because the ships generally follow the sun. HAL is not in the Caribbean in the summer, for instance.
What helps the FCC is when the guest knows when they can travel which helps narrow the selection immediately. Next is the destination or at least the continent. How many are traveling and a budget is helpful.
Joey P: Before coming to see the Future Cruise Consultant I think it's important that the guests have an idea of where they'd like to go what they want to see how long they want to be gone for because these are all very important factors to booking a cruise and once they have that all sets and then they come to see the future Cruise consultant it makes looking at itineraries and booking future cruises so much easier for everybody.
Susan M: It is very helpful for the FCC if guests have some idea as to where and when they would like to travel next. For example, if they want to cruise in Europe, it is helpful to know if they are interested in the Mediterranean or Northern Europe. From there, it is much easier to focus in on a specific itinerary that would peak their interest.
What question(s) do you wish guests would ask?
Abrie V: Where to next? 😝
André T: "Where do I sign?" (LOL) With all our guests being unique and having individual travel requests it is tough to list specific questions. That being said, it is highly recommended that if our guests have questions to not hesitate to ask. Our goal is to ensure our guests have the best travel experience and come back again so encourage them to ask as many questions as possible.
Chantal H: How do you pronounce “Zuiderdam”? 😉
Joanne G: I wish guests would ask “should I fly into the port prior to departure day?” I hear so many talk about flying into the port the day of sailing and I cringe. With today’s flight schedules and cancellations plus weather certain times of the year, there is no guarantee they will make the ship. Trying to save a couple hundred dollars on a hotel is not worth the stress.
Joey P: I wish guests would ask more about what there is to do when going to these destinations. It's such an important part of booking a cruise - knowing about your excursions, what's available, what you can see. Sometimes I wish guests would ask a little bit more specifics about the stateroom so that when they come to their next cruise they're not disappointed in something maybe they thought was going to be in the cabin but is not.
I will have to say I love it when guests ask me what are my favorite itineraries, what parts in the world do I enjoy the most, or what were my favorite cruises. When you are giving your own personal experience, it really means a lot to the guest.
What question(s) should I be asking you?
Abrie V: I liked all the questions? I cant think of anything else to add.
Chantal H: I think we’ve got the most important ones covered
Joanne G: You should ask me if I like my job😀. It’s a great job and I still love doing it. I like the interaction with the guests (most of the time), I love waking up in different places and getting out to walk, hike, eat, shoot photos and talk to the locals.
Anything else you would like to add?
Abrie V: If the guest knows there is a cruise that HAL offers every year but it hasn’t been released yet, they can always book a future cruise reservation or we like to call it a “FutureDam.” Guests can “reserve” a spot on the cruise before release. Just before the new itineraries go public, they will get a call/email asking if they are still interested. If they confirm the cruise, they will still get all the onboard booking bonuses when this was created onboard. They only have to pay the deposit per person depending on the length of the cruise they want to create their FutureDam for.
Chantal H: How grateful I feel to share my passion for cruising with our guests as a Future Cruise Consultant. I truly feel that I can make dreams come true for them. Working for Holland America Line for 18 years and sailing with my partner has made me a Happy Sailor and I look forward to many more years!
Joanne G: I started out traveling with a backpack, my thumb and a Eurail pass. I’m now sailing on luxury cruises (Seabourn to Antarctica next month). I still love road trips, and now I own a Winnebago that takes me to some fabulous places in North America. My favorite travel quote is “I haven’t been everywhere but it’s on my list”.
Joey P: I think the most important message I can leave with all of this is just how easy it is to book your next future cruise while on board - a small deposit while still working with your travel people back home. If it works, it works and if it doesn't, then we book you on something else at a later date. It's just such a great feature to have on all of our ships that guests can go home with a wonderful new cruise booked for the future.
Susan M: Thanks for giving me the opportunity to share my thoughts about the best job onboard! The time I spent as an FCC were some of the best years of my life and I feel so blessed to have seen so many incredible places in the world and done so many memorable things.
Thank you again to Abrie, André, Chantal, Joanne, Joey and Susan.
That's it for now. Bon Voyage & Bon Appétit!
Reposted August 17, 2024
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