This is the third and final blog regarding the Azamara Quest
Cruise from Miami to Seville which departed on March 14th,
2013. This report pulls everything
together, providing a synopsis and touching upon intangibles such as customer
loyalty, service philosophy and general reasons to try Azamara Club Cruises.
The first blog reviewed the ship itself and activities on
board, second was all about Food & Beverage. If you have not yet reviewed these last 2
blogs, I suggest you do so first and come back to this.
In my last blog I presented my credentials and a bit about
my 30 + years of experience in the travel industry. As an international tour director, or as a
scout checking out hotels, cruise ships, etc. and from working within a
property it was ever so clear that there is a definitive link between how a
property was operating, and how happy the staff was to be there. At both ends of the spectrum, it was
instantly recognizable that if staff were happy, relaxed, genuine and caring
then the service and professionalism provided was outstanding. Conversely unhappy, tense, uncaring staff
meant that service and professionalism was poor. Quite a few properties and cruise ships fall into
the middle, with some individuals or departments doing well, others not so
much. The “vibe” or feel of a property
well run with a harmonious staff is phenomenal, which translates into a
fantastic guest experience!
~IT
WAS CLEAR FROM THE START, THE STAFF OF THE AZAMARA QUEST WAS A HAPPY,
HARMONIOUS COLLECTION OF GENUINE INDIVIDUALS WHO WERE VERY COMFORTABLE IN THEIR
ROLE, COMPETENT AND HELPFUL PROFESSIONALS AT ALL LEVELS~
In a conversation with Captain Carl Smith, the beloved
leader of this fine vessel, I expressed this to him. I shared my observations and congratulated
him on his staffing, stating how clear it is that the staff is very
harmoniously working together to provide exceptional service. Captain Smith beamed with pride and expressed
that his philosophy is to “make sure that staff has enough time to do their job
properly the first time”. This
philosophy was shared by also beloved Executive Chef Fabio D’Agosta. Much of his staff is behind the scenes,
however with the numerous cook stations, cooking demo’s, galley tours, etc.
there was ample interaction with his staff who clearly were very comfortable
and confident, performing their duties admirably. I shared my observations with Chef Fabio,
along with my congratulations that even though this conversation is on day 12
of a 13 day trip, my companion and I had never once been presented any food
that had any flaws whatsoever, quite an accomplishment. Chef Fabio was pleased to hear of my assessment,
and advised that his management and training philosophy is to “show all of my
staff exactly what I would like them to do”.
My thoughts are that this is most certainly a “win-win” situation for
all; staff at all levels are getting instruction and training directly from
such an accomplished and highly regarded Chef, which translates into fantastic
meals at all times for the guests.
Everyone is happy!
~EVEN
THE TALENT ON BOARD WHO DOES NOT WORK EXCLUSIVELY FOR AZAMARA WERE EXPRESSING
THEIR EXTREME PLEASURE WITH AZAMARA AND MAKING VERY FAVORABLE COMPARISONS TO
OTHER LUXURY LINES, MENTIONING THE STAFF IN PARTICULAR~
Another “high-level” conversation to share, that came about
at the end of the cruise which was very interesting, and solidified my thoughts
about my assessment of Azamara in an unusual way. One of the “esteemed personality’s" on board
who provided services, yet who does not work for Azamara spoke with me and made
comparisons with the other cruise lines which this person travels on regularly
and frequently. We spoke frankly at a
professional level, after he or she (I must make sure this person remains
anonymous to avoid other cruise lines becoming displeased) learned I was the
owner of a Travel Agency. I shared my
observation of the staff on board, an opinion that was enthusiastically
shared. I was told that a different
cruise line used to be this person favorite, but now with changes that line has
made for the worse, and the improvements and refinements that Azamara has made,
now Azamara is the preferred cruise line out of all the luxury lines which this
person travels on regularly and frequently.
~EVEN
THOUGH AZAMARA HAS ONLY BEEN AROUND SINCE 2007 WITH 2 INTIMATE SIZED CRUISE
SHIPS, THE VAST MAJORITY OF OTHER GUESTS ON BOARD HAD SAILED WITH AZAMARA MANY
MANY TIMES~
This fact alone, the loyalty and the high percentage of
repeat clients speaks volumes. I met
wonderful people who have been on as many as 11 and 12 other cruises on
Azamara. Chatting with Captain Smith, he
advised he was dining later that evening with guests who has been on 15 other
Azamara sailings, and the next evening dining with guests who have been on 17
other Azamara sailings.
My conversations with everyone I encountered had a similar
theme, being impressed by the genuine caring nature and the professionalism of
the staff. Whether it was the warm smile
and charming assistance from Emma at Guest Services, the thorough
professionalism and proactive service from Guy in Concierge Services, to the
ever-present and down to earth attentiveness of the Activities Director
Sarah-Lou, or the impeccable manners and amazing service of the Hotel Director
Philip Herbert, it just doesn’t get any better.
Enroy in Food Service said it best; when I asked if it was ok to do
something, with a warm smile that lit up his entire face he said “I am
certainly not going to tell you no!”
~AZAMARA
HAS RAPIDLY CLIMBED UP TO VERY HIGH LEVELS OF RECOGNITION WITHIN THE INDUSTRY
AND AMONG CRUISERS, SCORING HIGHLY AND WINNING NUMEROUS PRESTIGIUOS AWARDS
BESTOWED BY WELL RESPECTED ORGANIZATIONS~ *
From my personal experience, feedback from clients I know
and have arranged Azamara Cruises for, from travel industry reviews and
conversations I have had with cruisers it is no surprise that Azamara has
quickly moved up into the upper echelons of the luxury cruise market. No small feat to become comparable to
industry leaders who have held their “titles” for many years, especially as
Azamara is still priced much more attractively than other comparable cruise
lines.
Azamara has just introduced complimentary beverages of all
kinds throughout their ships, and one complimentary shore excursion which they
call an “Azamazing Evening". These are
not simple “excursions”, they are very special and truly unique events. The first one was in Gibraltar where the
famous St. Michael’s Cave was opened for this event. A concert by the Royal Gibraltar Regiment Band
and Corps of Drums along with the accompaniment of famed vocalist Andrea
Simpson was the main event, set in such a stunning and acoustically perfect
location. A cocktail and canapés
reception to start, as guests were led into the cave by members of the
re-enactment society clad in full dress uniform.
~I
CAN’T SPEAK HIGHLY ENOUGH OF AZAMARA, THEY EXCELLED IN EVERY WAY FROM THE SHIP
ITSELF, ACTIVITIES AND CHARM TO THE EXCEPTIONAL FOOD AND BEVERAGE ON BOARD, ALL
TIED TOGETHER BY THE ATTENTIVE MINISTRATIONS OF PERHAPS THE BEST STAFF SAILING
THE HIGH SEAS~.
It comes as no surprise that my adventurous client Nellie
from Minnesota just booked another Azamara cruise departing in May, after she
experienced Azamara on back to back cruises just 2 months ago. Or that my ever so delightful clients Steve
and Lilly from Texas called me after returning from an Azamara sailing in March
to go on another Azamara cruise this June.
I had to disappoint them, as they wanted to cruise Alaska and alas,
Azamara does not have any Alaskan sailings.
With Azamara Club Cruises ever growing success it will not
surprise anyone if they purchase another cruise ship in the near future to
offer more destinations to their ever growing legions of loyal and supportive
clients. Until then, I have a feeling
that availability is going to be getting a bit tight, so you better plan ahead
to ensure a stateroom or suite on the sailing of your choice! In fact, I think I better pre-reserve some
cabins for clients on next year’s eastbound Transatlantic Cruise on the Quest,
departing March 27th from Miami ending in Nice, France with other
stops in the Azores, Gibraltar, Spain and France.
Looking forward to sharing my experience and expertise with
you any time!!
