Consistent with prior announcements (Oh, how I love that word, "consistent"), it was announced today that Bob Lepisto is the new president of SeaDream Yacht Club. Mr. Lepisto has been with SeaDream from its 2001 outset.
“I was part of the original team that put the whole program together and built the product alongside Atle, Larry and other team members,” Lepisto told Travel Pulse. “We have a strong team here in Miami and in Oslo, which will remain intact. Business will move on and remains very good. We completed 2008 with record-breaking numbers. Not surprisingly, 2009 is down a little, but still looks to be a very good year for us.”
No major changes are planned, he said. “We will retain the focus on the yachts we have and continue our extraordinary service and a focus on our very important past guests” . “We will continue the ‘it’s yachting, not cruising’ focus, because that constantly has to be reinforced so people can tell the difference. There are not a lot of major changes other than this announcement. I've hired most of the people here who have been part of the team since the start.”
While Larry Pimental stated his departure was caused by “fundamental disagreements with the principals of the organization”, Mr. Lepisto would not comment further noting that both Pimental and Atle Brynestad are friends of his.
Friday, January 9, 2009
Wednesday, January 7, 2009
Update on SeaDream Yacht Club - Smooth Seas and Stability Promised
According to industry publications, such as Seatrade, Atle Brynestad, CEO...again...has stated that SeaDream's bookings are strong and that while he expects some changes in titles and duties since Larry Pimental's departure, there will be no corporate shake up and that he considers SeaDream to be a "family".
Mr. Brynestad, former CEO of Seabourn, former chairman of Cunard and former board member of Carnival Corp., has stated that operations will stay in Miami, but that he will work primarily from Oslo, Norway (his home). Personally, I am all in favor of the internet, telecommuting, emails and the like, but concepts like "hands on", "putting face to it", "having your ear to the ground (water)", etc. are very important concepts in business. We shall see how this plays out.
He also claims that SeaDream's 2009 bookings are slightly behind 2008's bookings (claimed to be a record year), but are still considered "normal". He asserts this is, in large part, due to loyal past passengers rebooking. Considering SeaDream's fine reputation, I have every reason to believe this to be true.
That said, I have no knowledge of SeaDream's measure of "bookings", but bookings based on passenger counts is far different from dollar volume or net revenues; especially in this time of significant discounts and cancel for any reason offers. (As an example, while I was out in Lake Tahoe, claims of lift ticket sales being down "only" 10% was clearly an optimistic view, as I know the price per ticket was also down from $83 to $50 if you took one of the multi-day deals...a 40% discount. So with actual tickets down 10%, but ticket revenues down 20-40%, the real picture is far more bleak.) Personally, I think the departure of LP has to be related to such issues in some fashion, but I really don't know.
One thing that remains a mystery is why Larry Pimental left, if he still is an investor and where he goes from here. Apparently both people are being very tight-lipped. This suggests to me (putting my lawyer hat on) that they are negotiating something at the moment and have been instructed to say nothing. A wise move. I am sure it will all come out shortly.
Mr. Brynestad, former CEO of Seabourn, former chairman of Cunard and former board member of Carnival Corp., has stated that operations will stay in Miami, but that he will work primarily from Oslo, Norway (his home). Personally, I am all in favor of the internet, telecommuting, emails and the like, but concepts like "hands on", "putting face to it", "having your ear to the ground (water)", etc. are very important concepts in business. We shall see how this plays out.
He also claims that SeaDream's 2009 bookings are slightly behind 2008's bookings (claimed to be a record year), but are still considered "normal". He asserts this is, in large part, due to loyal past passengers rebooking. Considering SeaDream's fine reputation, I have every reason to believe this to be true.
That said, I have no knowledge of SeaDream's measure of "bookings", but bookings based on passenger counts is far different from dollar volume or net revenues; especially in this time of significant discounts and cancel for any reason offers. (As an example, while I was out in Lake Tahoe, claims of lift ticket sales being down "only" 10% was clearly an optimistic view, as I know the price per ticket was also down from $83 to $50 if you took one of the multi-day deals...a 40% discount. So with actual tickets down 10%, but ticket revenues down 20-40%, the real picture is far more bleak.) Personally, I think the departure of LP has to be related to such issues in some fashion, but I really don't know.
One thing that remains a mystery is why Larry Pimental left, if he still is an investor and where he goes from here. Apparently both people are being very tight-lipped. This suggests to me (putting my lawyer hat on) that they are negotiating something at the moment and have been instructed to say nothing. A wise move. I am sure it will all come out shortly.
Monday, January 5, 2009
And Now for Some Good News - Seabourn's First Wave of New Crew-in-Training Has Arrived
In its ongoing effort to put consistency of product above gimmicks, pricing and freebies, Seabourn has announced the its first wave of "cadets" from its Seabourn Academy have just boarded the Seabourn Spirit for intensive, hands on (or as Seabourn calls it "on-the-yacht"), training as the cruise line gears up for the launch of the Seabourn Odyssey.
As Seabourn explains it:
"So how does Seabourn continuously get honest, sincere and downright “gushing” reviews from their past guests? Well, they take training very seriously, and ensure their staff is completely versed on Seabourn’s incredibly high customer service standards. But with Seabourn’s expansion and the rise of luxury cruises in general, it’s challenging to always find the “best of the best.”
As a result, Seabourn created its own Seabourn Academy. Because Seabourn’s training is centered on close-up management and on-the-job experience, the training includes shoreside orientation and a rigorous three-week training period on one of the existing sisters. After they graduate, the cadets are assigned to Odyssey, Spirit, Pride or Legend. They will go aboard all three Seabourn yachts in small groups over a three month period. By the end of 2009, another 200 new recruits will have completed a Seabourn specific training program that will prepare them for a prosperous future and career with Seabourn."
It is refreshing to hear how Seabourn is working so hard to proactively assure a consistency of excellent service while the President of Regent Seven Seas felt obliged to write an open letter apologizing for its service failures and its present efforts to corrects its systemic problems and while Silvesea felt compelled not to challenge the accuracy of this blog about its service decline, but to purportedly explain it away.
Will Seabourn's service be perfect and without error during this training period? No way. Will the cadets make errors? Of course, but probably only once. While no guest wants to be part of a training program, the fact is every time a new crew member arrives on board, there is a training process which the guests are subjected to...as is true in all service business from restaurants to law firms. The key is for excellent proactive training rather than reactive corrections.
Pamela Conover, President of Seabourn, in marked contrast to the statements of the executives of Regent and Silversea, wrote to all past Seabourn guests on December 11, 2008 and stated:
"I continue to have abiding faith in the redemptive power that travel brings to people's lives. I honestly believe that it is one of the most important elements of an enlightened life. It enhances perspective, bestows knowledge and produces heightened awareness of our place in the great family of humanity...
I urge you, especially at this time, to give yourselves the gift of travel, understanding that life is to be lived and that each day is an opportunity that comes but once. It would be our privilege to assist you in enriching your life, by making your travel dreams come true."
I don't know about you, but I most certainly feel more inspired (rather than compelled) to travel after reading that; and knowing the effort Seabourn makes to assure your "travel dreams" bring you the "redemptive power".
Or we can discuss cut rate fares on the lesser desired cruises with inconsistent faux luxury service and food.
As Seabourn explains it:
"So how does Seabourn continuously get honest, sincere and downright “gushing” reviews from their past guests? Well, they take training very seriously, and ensure their staff is completely versed on Seabourn’s incredibly high customer service standards. But with Seabourn’s expansion and the rise of luxury cruises in general, it’s challenging to always find the “best of the best.”
As a result, Seabourn created its own Seabourn Academy. Because Seabourn’s training is centered on close-up management and on-the-job experience, the training includes shoreside orientation and a rigorous three-week training period on one of the existing sisters. After they graduate, the cadets are assigned to Odyssey, Spirit, Pride or Legend. They will go aboard all three Seabourn yachts in small groups over a three month period. By the end of 2009, another 200 new recruits will have completed a Seabourn specific training program that will prepare them for a prosperous future and career with Seabourn."
It is refreshing to hear how Seabourn is working so hard to proactively assure a consistency of excellent service while the President of Regent Seven Seas felt obliged to write an open letter apologizing for its service failures and its present efforts to corrects its systemic problems and while Silvesea felt compelled not to challenge the accuracy of this blog about its service decline, but to purportedly explain it away.
Will Seabourn's service be perfect and without error during this training period? No way. Will the cadets make errors? Of course, but probably only once. While no guest wants to be part of a training program, the fact is every time a new crew member arrives on board, there is a training process which the guests are subjected to...as is true in all service business from restaurants to law firms. The key is for excellent proactive training rather than reactive corrections.
Pamela Conover, President of Seabourn, in marked contrast to the statements of the executives of Regent and Silversea, wrote to all past Seabourn guests on December 11, 2008 and stated:
"I continue to have abiding faith in the redemptive power that travel brings to people's lives. I honestly believe that it is one of the most important elements of an enlightened life. It enhances perspective, bestows knowledge and produces heightened awareness of our place in the great family of humanity...
I urge you, especially at this time, to give yourselves the gift of travel, understanding that life is to be lived and that each day is an opportunity that comes but once. It would be our privilege to assist you in enriching your life, by making your travel dreams come true."
I don't know about you, but I most certainly feel more inspired (rather than compelled) to travel after reading that; and knowing the effort Seabourn makes to assure your "travel dreams" bring you the "redemptive power".
Or we can discuss cut rate fares on the lesser desired cruises with inconsistent faux luxury service and food.
Oceania Cruises "Historic Price Reductions" - Some Incredible Deals!
On the heels of its sister company, Regent Seven Seas Cruises, shaking things up with reduced fares and inclusive shore excursions, Oceania Cruises has selected dozens of cruises where it has slashed its prices, reduced the 3rd and 4th passenger fares and added free air.
Rather than list them, I have attached flyers setting forth the cruises and starting fares below:
I see some interesting sailings, but ironically...or not, the best sailing (of course the ones my clients have booked) are not on the lists!
Rather than list them, I have attached flyers setting forth the cruises and starting fares below:
I see some interesting sailings, but ironically...or not, the best sailing (of course the ones my clients have booked) are not on the lists!
Pimental Departs Sea Dream Yacht Club (And What is Old is New Again).
It has been reported today on the Travel Agent Magazine website that the omnipresent Larry Pimental is stepping down as the CEO of SeaDream Yacht Club; a position he had held since 2001. No reason has been given for his departure. When I have more information, I will post it.
Atle Brynestad, the owner and chairman of SeaDream is assuming Larry Pimental's duties. For those who may find it interesting, Mr. Brynestad founded Seabourn in 1987 and was the chairman of Seabourn for 10 years, acting as its CEO during its formative time.
My readers may recall my post on October 29, 2008 http://goldringtravel.blogspot.com/2008/10/troubled-waters-on-luxury-cruise.html . In it I stated, "Now SeaDream has announced a "Cancel Anytime Within 48 Hours of Departure and Get a 100% Credit" toward a future cruise within 18 months thereafter. This is, again, very scary...and SeaDream is quite a fine product. SeaDream had always prided itself on its charter schedule being its base. But charters are drying up as corporations are not making the same profits and perceptions of such expenditures are presently more negative then positive. Being a unique product it is not the easiest cruise experience to get people to consider and, honestly, not many travel agents even think about SeaDream as an option. With its new program, a more aggressive play on the new Crystal approach, SeaDream will keep your cash so that it operates today with a (hopefully) positive cash flow and worry about what cruise you take later. Clearly this short-term strategy is worrisome."
I don't know that these are factors in Mr. Pimental's demise - or decision (to be fair) - but I did see some writing on the wall.
Atle Brynestad, the owner and chairman of SeaDream is assuming Larry Pimental's duties. For those who may find it interesting, Mr. Brynestad founded Seabourn in 1987 and was the chairman of Seabourn for 10 years, acting as its CEO during its formative time.
My readers may recall my post on October 29, 2008 http://goldringtravel.blogspot.com/2008/10/troubled-waters-on-luxury-cruise.html . In it I stated, "Now SeaDream has announced a "Cancel Anytime Within 48 Hours of Departure and Get a 100% Credit" toward a future cruise within 18 months thereafter. This is, again, very scary...and SeaDream is quite a fine product. SeaDream had always prided itself on its charter schedule being its base. But charters are drying up as corporations are not making the same profits and perceptions of such expenditures are presently more negative then positive. Being a unique product it is not the easiest cruise experience to get people to consider and, honestly, not many travel agents even think about SeaDream as an option. With its new program, a more aggressive play on the new Crystal approach, SeaDream will keep your cash so that it operates today with a (hopefully) positive cash flow and worry about what cruise you take later. Clearly this short-term strategy is worrisome."
I don't know that these are factors in Mr. Pimental's demise - or decision (to be fair) - but I did see some writing on the wall.
Regent Seven Seas Cruises - Complimentary Tours Included on 35 Sailings...A Truly "All Inclusive" Cruise Experience!
Just before the holidays I had mentioned Regent Seven Seas Cruises would be announcing it was going to be offering a number of cruises with shore excursions included.
What this affords you is the ability to have a truly "all inclusive" cruise experience. With Regent Seven Seas having a complimentary liquor policy (restrictions as to brands/vintages does apply), gratuities being included and, on these sailings, complimentary tours...and some with free airfare, you can literally pay for your cruise and not spend another penny!
Of course if you find the savings encourage you to visit the spa more often or make that purchase you otherwise would not have considered, all the better for you.
Here are the details: FREE Unlimited Shore Excursions on select 2009 voyages for NEW bookings made between 12/30/08 and 3/31/09. *
The 35 applicable voyages are:
ALASKA – Seven Seas Mariner - June 3, 10, 24; July 1, 8, 15; August 26; September 2
MEDITERRANEAN – Seven Seas Navigator - July 10, 17, 24, 31; August 7, 14; September 4, 11, 28;
October 16, 30; November 8
EUROPE AND THE BALTIC – Seven Seas Voyager - June 26; July 24, 31; August 7, 14, 21, 28; September 25
ASIA PACIFIC – Seven Seas Mariner - September 16; October 1, 17; November 1, 18; December 2
TROPICS – Seven Seas Navigator - December 18
*Terms and conditions: This program is available for new bookings only booked between 12/30/08 and 3/31/09. Existing bookings will be adjusted upon request only by reservations. All full fare guests are entitled to take one or more free shore excursions in a day, subject to availability. Each excursion has a maximum capacity assigned, and when that maximum capacity is met, the excursion will no longer be available. Each excursion is available on a first-come, first-served basis. Shore excursions can be pre-reserved at www.rssc.com 120 days prior to sailing, or booked onboard. Offer is NOT applicable to REGENT CHOICE, PRIVATE ARRANGEMENTS and ADVENTURES ASHORE excursions. Credits will not be issued to guests taking Private Arrangements or Adventures Ashore. Guests taking Regent Choice excursions will be charged a supplement. Credits will NOT be provided for non-use of the program or if an excursion is not available to book.
Here is some detail on each of the cruises (click on the photo to see it in a larger format):
What this affords you is the ability to have a truly "all inclusive" cruise experience. With Regent Seven Seas having a complimentary liquor policy (restrictions as to brands/vintages does apply), gratuities being included and, on these sailings, complimentary tours...and some with free airfare, you can literally pay for your cruise and not spend another penny!
Of course if you find the savings encourage you to visit the spa more often or make that purchase you otherwise would not have considered, all the better for you.
Here are the details: FREE Unlimited Shore Excursions on select 2009 voyages for NEW bookings made between 12/30/08 and 3/31/09. *
The 35 applicable voyages are:
ALASKA – Seven Seas Mariner - June 3, 10, 24; July 1, 8, 15; August 26; September 2
MEDITERRANEAN – Seven Seas Navigator - July 10, 17, 24, 31; August 7, 14; September 4, 11, 28;
October 16, 30; November 8
EUROPE AND THE BALTIC – Seven Seas Voyager - June 26; July 24, 31; August 7, 14, 21, 28; September 25
ASIA PACIFIC – Seven Seas Mariner - September 16; October 1, 17; November 1, 18; December 2
TROPICS – Seven Seas Navigator - December 18
*Terms and conditions: This program is available for new bookings only booked between 12/30/08 and 3/31/09. Existing bookings will be adjusted upon request only by reservations. All full fare guests are entitled to take one or more free shore excursions in a day, subject to availability. Each excursion has a maximum capacity assigned, and when that maximum capacity is met, the excursion will no longer be available. Each excursion is available on a first-come, first-served basis. Shore excursions can be pre-reserved at www.rssc.com 120 days prior to sailing, or booked onboard. Offer is NOT applicable to REGENT CHOICE, PRIVATE ARRANGEMENTS and ADVENTURES ASHORE excursions. Credits will not be issued to guests taking Private Arrangements or Adventures Ashore. Guests taking Regent Choice excursions will be charged a supplement. Credits will NOT be provided for non-use of the program or if an excursion is not available to book.
Here is some detail on each of the cruises (click on the photo to see it in a larger format):
Thursday, January 1, 2009
Postings on Cruise Message Boards and Blogs: The Difference Between Constructive Opinion and Personal Attacks
I have received a number of requests to comment on the post of someone ("Admiral Horatio Nelson" who says he is a former Regent Seven Seas Cruises employee) on Cruise Critic and Luxury Cruise Talk that were pulled. I had said that I would post something, so here it is...
As many of you know I have very strong opinions on various topics and will not pull a punch when it comes to calling someone out for not telling the truth or if I think their perception is wrong or if they are cheerleading.
What I won't do is engage in, or endorse, personal attacks against someone who has not posted their position or is not in the public eye...or deals with a situation not posted by someone. To do so puts out possibly false or inaccurate information or violates someone's personal privacy. That is, to my mind, far different from the Cruise Critic "You weren't there, so you are not allowed to comment" policy...especially when information from other sources is know.
I tried to find a way to edit the Admiral's comments as they do have some interesting perspectives, but they are really far too engaged in personal attacks against people that simply have no way to respond and also could be inaccurate (one's perception is one thing, but the comments made go beyond that). Reading them, they could simply be designed to inflict injury on Regent Seven Seas Cruises or the named employees, rather than to discuss facts or ways to improve various situations they may exist.
That said, what I will say is, as I read the Admiral's comments, he asserts that the handling of employees changed markedly from the days of Radisson Seven Seas Cruises and became one focused on stifling crew input and solidifying one's position rather than bettering the product. These opinions are actually very common in a very corporate structured entity; as it feeds on preserving oneself rather than improving the company ala General Motors, Wall St., etc.
The interesting thing is that the Admiral seems to be complaining that Regent's operations are being transformed into a part, or mirror, of Oceania's. As you all know I wrote about the Oceanification of Regent months ago. Unfortunately, the Admiral seems to conclude this is a bad thing, but when the personal attacks are stripped away, there is no substance to back up the outrage.
While I actually do agree that Mark Conroy seems to be devolving into nothing more than a figurehead and that all the hype he previously provided about improvements, the new ship, etc. all seemed to be swept aside by Prestige Cruise Holdings and most of "his" people have left or be asked to leave, I do not necessarily come to the same conclusion that Oceanification is a bad thing. I must honestly state that my initial impression was that it was not a good thing, but when things kept getting worse at Regent - in my opinion - change to better efficiencies, performance, crew training, etc. even if similar/the same as Oceania's is a good option.
Regent, by many standards, has been backsliding. Even the sanitized Cruise Critic forum has become rather regularly filled with the complaints I mentioned - and was battered for - a year ago. It was the basis, in part, for Mark Conroy to write his open letter on Cruise Critic and Luxury Cruise Talk. So is change a bad thing? I think not.
As I have stated, and as the Admiral does, and as Mark Conroy notes, the crew needs to be better trained and better cared for. If that means changing Human Resource personnel (and I would strongly assert those that created the problem which is admittedly so vast rarely can be a major part of the solution...part of the retraining, possibly; but not the solution) and other areas of management, shipboard controls, etc., so be it.
But when having this discussion we can be upset, and even bitter (from job issues or passenger letdowns), we need to be civil and respectful.
As many of you know I have very strong opinions on various topics and will not pull a punch when it comes to calling someone out for not telling the truth or if I think their perception is wrong or if they are cheerleading.
What I won't do is engage in, or endorse, personal attacks against someone who has not posted their position or is not in the public eye...or deals with a situation not posted by someone. To do so puts out possibly false or inaccurate information or violates someone's personal privacy. That is, to my mind, far different from the Cruise Critic "You weren't there, so you are not allowed to comment" policy...especially when information from other sources is know.
I tried to find a way to edit the Admiral's comments as they do have some interesting perspectives, but they are really far too engaged in personal attacks against people that simply have no way to respond and also could be inaccurate (one's perception is one thing, but the comments made go beyond that). Reading them, they could simply be designed to inflict injury on Regent Seven Seas Cruises or the named employees, rather than to discuss facts or ways to improve various situations they may exist.
That said, what I will say is, as I read the Admiral's comments, he asserts that the handling of employees changed markedly from the days of Radisson Seven Seas Cruises and became one focused on stifling crew input and solidifying one's position rather than bettering the product. These opinions are actually very common in a very corporate structured entity; as it feeds on preserving oneself rather than improving the company ala General Motors, Wall St., etc.
The interesting thing is that the Admiral seems to be complaining that Regent's operations are being transformed into a part, or mirror, of Oceania's. As you all know I wrote about the Oceanification of Regent months ago. Unfortunately, the Admiral seems to conclude this is a bad thing, but when the personal attacks are stripped away, there is no substance to back up the outrage.
While I actually do agree that Mark Conroy seems to be devolving into nothing more than a figurehead and that all the hype he previously provided about improvements, the new ship, etc. all seemed to be swept aside by Prestige Cruise Holdings and most of "his" people have left or be asked to leave, I do not necessarily come to the same conclusion that Oceanification is a bad thing. I must honestly state that my initial impression was that it was not a good thing, but when things kept getting worse at Regent - in my opinion - change to better efficiencies, performance, crew training, etc. even if similar/the same as Oceania's is a good option.
Regent, by many standards, has been backsliding. Even the sanitized Cruise Critic forum has become rather regularly filled with the complaints I mentioned - and was battered for - a year ago. It was the basis, in part, for Mark Conroy to write his open letter on Cruise Critic and Luxury Cruise Talk. So is change a bad thing? I think not.
As I have stated, and as the Admiral does, and as Mark Conroy notes, the crew needs to be better trained and better cared for. If that means changing Human Resource personnel (and I would strongly assert those that created the problem which is admittedly so vast rarely can be a major part of the solution...part of the retraining, possibly; but not the solution) and other areas of management, shipboard controls, etc., so be it.
But when having this discussion we can be upset, and even bitter (from job issues or passenger letdowns), we need to be civil and respectful.
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