147 Photo: credit However, matching the expectations of guests can still be a difficult task, especially when providing service to repeat cruisers. A second, third or fourth cruise needs to recapture, and if possible surpass, the happy experience the guest had on their first voyage to deliver the same level of satisfaction. This requires good management, says Wertanzl. “The second time somebody cruises, they know what to expect,” he explains. “That’s why it’s important that we both maintain our offering and also keep reaching to enhance the experience, because once you stop trying to improve, standards can slip. That means retaining your key leaders onboard the ship. Middle management teams are key, because they’re the ones supervising and coaching crew every day.” Wertanzl explains that it is important to provide the crew with the proper support as they strive to deliver the best possible service to guests. “If a cruise was a movie production, the people serving the guests would be the performers,” says Wertanzl. “The crew are the stars, but they need to have the right script and the tools to be able to perform well, and they need to be told when they’re doing a good job and helped when something isn’t quite right. It’s important they have the right attitude, but it’s up to us to train them to meet service delivery expectations.” As it looks towards the future, AngloEastern Leisure Management and its sister company Anglo-Eastern Cruise Management aim to build on their reputation as a ship operator within the cruise industry. “The company has a fabulous reputation already in its core business, and we’re trying to bring that same reputation into the cruise sector,” says Wertanzl. “By demonstrating what we can do in this area, we want to establish the Anglo-Eastern brand in the industry, which will help us to grow and sustain our business in the long term.” “ As the experts in cruise hospitality, we know what tools are needed to make the guest and crew experience better” Photo: Anglo-Eastern Leisure Management Anglo-Eastern Leisure Management provides hospitality onboard nine ships, including Aurora Expeditions’ Greg Mortimer
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